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Refund & Cancellation

A fair, transparent policy that protects both you and us.

At Zhivam Private Limited, we invest significant engineering effort and specialised expertise into every project. Our services — thermal simulations, battery testing, PCB design, and consultancy — are entirely customised to each client's specific requirements.

This Refund & Cancellation Policy is designed to be fair to both parties: it protects you from paying for work not started, while ensuring Zhivam is compensated for professional effort already invested.

Section 01

Overview

All refund entitlements are determined based on the stage of project completion at the time the cancellation request is received by Zhivam in writing. The three-tier system below governs all engagements unless a separate written agreement specifies otherwise.

Refunds are processed to the original payment instrument (bank account, card, or UPI) used at the time of purchase. We do not issue refunds via any alternative method.

Section 02

Refund Tiers by Project Stage

Tier 1 — Full Refund
Before Work Begins
100%
Cancellation within 48 hours of payment confirmation, provided no work has commenced.
Tier 2 — Partial Refund
Work In Progress
50%
Work has commenced but is less than 50% complete at the time of cancellation.
Tier 3 — No Refund
Advanced or Completed
0%
Project is 50% or more complete. Significant effort invested and deliverables substantially produced.
Note on Project Completion Assessment: "Percentage of work complete" is assessed by Zhivam based on documented project milestones, simulation runs completed, test reports generated, or engineering hours logged. A written summary of work completed will be provided to the Client upon request at the time of cancellation.
Section 03

How to Request a Cancellation

To cancel a project and initiate a refund request, please follow these steps:

1
Email us immediatelySend your cancellation request to info@zhivam.com from the registered email address used at the time of purchase.
2
Include your project detailsProvide your Order/Payment ID (from the Razorpay receipt), your full name, and the reason for cancellation.
3
Receive acknowledgementWe will acknowledge your request within 2 business days and assess the refund tier based on project progress at that time.
4
Refund processingApproved refunds are initiated within 7–10 business days of approval. Your bank or card network may take an additional 5–7 business days to credit the amount.

Important: The date and time of your email to info@zhivam.com is treated as the official cancellation timestamp. Requests via phone, WhatsApp, or other channels do not constitute a formal cancellation.

Section 04

Refund Processing Details

  • Refund Method: All refunds are issued to the original payment source only — the same card, bank account, or UPI ID used for the transaction.
  • Currency: Refunds are processed in Indian Rupees (INR) at the exact amount approved, without any currency conversion surcharges.
  • Processing Time: 7–10 business days from the date Zhivam initiates the refund. Additional time may be taken by your bank or payment network.
  • GST Note: GST collected on the original invoice cannot be refunded by Zhivam, as this has been remitted to the Government of India. A GST credit note will be issued in accordance with applicable GST rules.
  • Payment Gateway Fees: Any non-refundable payment gateway processing fees (charged by Razorpay) are borne by the Client and will be deducted from the refund amount where applicable.
Section 05

Non-Refundable Items & Situations

The following are strictly non-refundable under any circumstances:

  • Cancellation requests received after the 48-hour window (Tier 1 eligibility period), where work has already commenced
  • Projects where 50% or more of the deliverables have been completed or delivered
  • Fully delivered digital reports, simulation outputs, or design files
  • Consultation sessions (video calls, advisory meetings) that have already taken place
  • Physical prototype materials, testing consumables, or third-party lab charges already incurred
  • Projects where the Client has not provided required information or approvals, causing delays — and then seeks cancellation
  • Requests citing dissatisfaction based on preliminary findings that differ from client expectations, where the methodology was accurately described in the project scope
Section 06

Chargebacks & Payment Disputes

We strongly encourage Clients to contact us at info@zhivam.com to resolve any billing concerns before initiating a chargeback with their bank or card issuer.

Initiating an unwarranted chargeback while we are actively working on a resolution is considered a breach of this Agreement. In such cases, Zhivam reserves the right to:

  • Suspend all ongoing project work immediately
  • Withhold delivery of any completed deliverables until the dispute is resolved
  • Dispute the chargeback with full documentation of services rendered
  • Seek recovery of legal costs incurred in defending an invalid chargeback claim
Razorpay Dispute Process: Razorpay has a formal dispute resolution mechanism. We will respond to all Razorpay-initiated disputes with complete transaction records, project documentation, and communication logs.
Section 07

Special Exceptions & Zhivam-Initiated Cancellations

If Zhivam cancels the project: In the unlikely event that Zhivam cancels a project after payment (due to capacity constraints, force majeure, or other internal reasons), you are entitled to a 100% refund of the amounts paid, regardless of project stage.

Force Majeure: If a project is delayed or cannot be completed due to a force majeure event (as defined in our Terms & Conditions), Zhivam will work with the Client to either continue the project when circumstances permit, or negotiate a fair partial refund for incomplete work.

Quality Disputes: If you believe a deliverable does not meet the specifications defined in the Project Scope, please raise a formal quality dispute within 7 days of delivery to info@zhivam.com. We will review the claim and may offer rework, at our discretion, before any refund consideration.

Section 08

Contact for Refund Requests

All cancellation and refund requests must be submitted in writing to:

Our team responds to refund-related enquiries within 2 business days.