Cancellation and Refund Policy

1. Overview and Scope

This Cancellation and Refund Policy ("Policy") outlines the terms under which clients may cancel services and request refunds from Marketrun.io (referred to as "Company," "we," "us," or "our"), an AI and software development company based in Hyderabad, Telangana, India.

This Policy applies to all services offered by Marketrun.io, including project-based development, monthly retainer engagements, subscription products, and consulting services. It applies to clients based in India and internationally.

Relationship with Contracts: If you have a signed contract or Statement of Work (SOW) with Marketrun.io that contains specific cancellation and refund terms, those terms take precedence for that engagement. Where a signed agreement is silent on a matter addressed herein, this Policy applies.

The effective date of this Policy is June 1, 2025. This Policy forms part of and is incorporated into our Terms of Service.

2. Cancellation Terms by Service Type

Cancellation rights and obligations vary by the type of service engaged. Please refer to the relevant section below:

2.1 Project-Based / One-Time Services

Applies to: custom software development, AI development, website creation, mobile app development, Windows software, open-source deployment, one-time IT consulting.

• Cancellation before commencement: A full refund of any advance payment will be issued, less a non-refundable administrative/processing fee of 5% of the advance paid (minimum Rs. 2,000 / $25 USD), to cover initial scoping, legal, and payment processing costs.
• Cancellation after commencement but before delivery: A refund of the advance payment will be issued minus fees for work completed to date. The Company will provide a written work-in-progress summary itemizing the work performed and the corresponding fees. The amount retained by the Company will not exceed the proportional value of work actually completed.
• Cancellation after delivery and acceptance: No refund will be issued once Deliverables have been delivered and accepted (explicitly or implicitly through use), unless a service deficiency is established (see Section 7).
• How to cancel: Written notice must be sent to cancel@marketrun.io with the project name, invoice number, and reason for cancellation. Cancellation is effective upon written acknowledgment from the Company.

2.2 Monthly Retainer / Ongoing Services

Applies to: ongoing AI operations, managed IT support, monthly development retainers, digital marketing retainers.

• Notice period: Either party may cancel a retainer engagement by providing 30 days written notice to the other party.
• During notice period: Services and billing continue through the 30-day notice period. The final invoice will cover any services rendered during the notice period.
• Current billing period: No refund is issued for the current billing period upon cancellation, as retainers are billed in advance for services to be rendered during that period.
• Prepaid amounts beyond notice period: Any prepaid fees for periods beyond the notice period will be refunded on a pro-rata basis within 10 business days of the end of the notice period.

2.3 Subscription-Based Products or SaaS Services

Applies to: any subscription software products or tools offered by Marketrun.io.

• Monthly subscriptions: Cancel at any time. Access continues until the end of the current billing cycle. No refund is issued for the unused portion of a current monthly billing period.
• Annual subscriptions: Cancel with 30 days written notice. Access continues through the remainder of the annual term. No pro-rata refund is issued for unused months of a prepaid annual subscription, except where the Company terminates the subscription without cause (see Section 6).
• Downgrade of subscription plan: Changes take effect at the start of the next billing cycle. No partial refund is issued for the current cycle.
• Free trials: Cancellation during a free trial incurs no charges. Failure to cancel before the trial end date results in automatic billing on the first day following the trial period, as disclosed at registration.

2.4 Consulting and Advisory Services

Applies to: technology strategy engagements, AI audits, architecture consulting.

• Cancellation before the consulting session or report delivery: full refund less 5% administrative fee.
• Cancellation within 24 hours of a scheduled session: 50% of the session fee may be retained by the Company to cover preparation and opportunity cost.
• Cancellation after delivery of consulting report or session completion: no refund.

3. Refund Eligibility

3.1 Circumstances Where a Refund Is Owed

In accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, you are entitled to a refund in the following circumstances:

• The Service was not delivered as described or as agreed in the SOW (material breach by the Company).
• The Deliverable is defective and does not meet the agreed quality specifications, and the Company fails to remedy the defect within a reasonable period.
• The Service was not commenced within the agreed timeline and the delay was solely attributable to the Company (subject to Force Majeure provisions).
• A duplicate or unauthorized payment was made due to a technical error.
• The Company cancels a service without cause (see Section 6).
• You cancel before project commencement (subject to the administrative fee described in Section 2.1).

3.2 Circumstances Where a Refund Is Not Owed

• You change your business requirements, project scope, or technical preferences after work has commenced.
• You fail to provide timely access, approvals, content, credentials, or feedback required for the Company to proceed, causing delays.
• Dissatisfaction with creative or subjective aspects of a Deliverable that nonetheless meets the agreed technical specifications.
• Services have been fully rendered and accepted (explicitly or by use) in accordance with the agreed specifications.
• Cancellation is requested after the applicable notice period.
• The Deliverable performs as specified but does not achieve the business outcomes you hoped for (e.g., revenue growth, conversion rates), as business outcomes depend on many factors outside the Company's control.
• Services delayed or disrupted by a Force Majeure Event (see Section 10).

4. No Arbitrary Cancellation Charges

In compliance with Rule 6(1) of the Consumer Protection (E-Commerce) Rules, 2020:

Marketrun.io will not impose a cancellation penalty on a client for cancelling a confirmed order, except where an equivalent cancellation fee would also apply if Marketrun.io were to cancel the engagement unilaterally.

The administrative fee of 5% described in Section 2.1 reflects actual costs incurred (payment processing fees, scoping time, legal documentation), and an equivalent cancellation fee applies when the Company cancels without cause.

All applicable fees are disclosed upfront in the SOW or at the point of payment, before the transaction is completed. No fees are imposed through pre-ticked checkboxes or without your explicit prior awareness.

5. Refund Process and Timelines

5.1 How to Request a Refund

To request a refund, submit a written request to refunds@marketrun.io with the following information:

• Your full name and company name
• Invoice number and date of payment
• Amount paid and payment method
• Reason for the refund request
• Any supporting documentation (screenshots, correspondence, etc.)

5.2 Processing Timeline

• Acknowledgment: Within 48 hours of receipt of the refund request.
• Decision: The Company will evaluate the request and communicate its decision in writing within 7 business days.
• Refund execution (if approved):
  • Indian payments (UPI, NEFT, RTGS, credit/debit card): credited to original payment method within 7-10 working days from approval, in compliance with RBI Payment Aggregator Guidelines.
  • UPI Peer-to-Merchant (P2M) transactions: within T+5 working days per NPCI/RBI guidelines.
  • International wire transfers (USD): within 10-15 business days from approval, subject to international banking timelines.

5.3 Refund Method

In compliance with RBI Payment Aggregator Guidelines, all refunds will be processed to the original payment method used at the time of purchase. Refunds cannot be redirected to a different bank account or payment method except in exceptional circumstances (e.g., card no longer active), which will be handled on a case-by-case basis.

5.4 Rejected Refund Requests

If a refund request is rejected, the Company will provide a written explanation of the reasons. You may escalate a rejected refund request to the Grievance Officer (see Section 11).

6. Company-Initiated Cancellations

6.1 Cancellation with Cause

The Company may cancel services immediately upon written notice for any of the following reasons:

• Material breach of the Terms of Service by the Client
• Non-payment of invoices after 14 days of the due date
• Use of services for unlawful or fraudulent purposes
• Insolvency or bankruptcy of the Client

In such cases, outstanding fees for all work performed to date are immediately due and payable. No refund of prepaid amounts will be issued.

6.2 Cancellation without Cause

If the Company cancels an engagement without cause, it will provide 30 days written notice. Upon such cancellation:

• A full pro-rata refund of any prepaid, unused amounts will be issued within 10 business days.
• The Company will deliver all completed work product to the Client.

6.3 Discontinuation of a Product or Service

If the Company discontinues a product or service entirely, it will provide minimum 90 days written notice to affected clients. A full pro-rata refund of any prepaid, unused amounts for the discontinued period will be issued.

7. Service Deficiency and Dispute Resolution

The Consumer Protection Act, 2019 recognizes "deficiency in service" as a legal ground for redress. If you believe our services are deficient:

1. Notify us in writing within 7 days of discovering the deficiency, or such longer period as may be agreed in the SOW, by emailing support@marketrun.io with a detailed description of the issue.
2. The Company will acknowledge your complaint within 48 hours and investigate the matter.
3. The Company will provide a written response within 10 business days.
4. Where a genuine deficiency is established, the Company will, at its option: (a) remedy the deficiency at no additional cost; (b) issue a partial refund proportionate to the undelivered value; or (c) issue a full refund if the Deliverable is substantially non-conforming and cannot be reasonably remedied.

This process does not prejudice any legal rights you have under the Consumer Protection Act, 2019 or other applicable law.

8. Auto-Renewal and Pre-Authorized Payments

Where subscriptions or retainers are set to auto-renew:

• The Company will send a renewal reminder at least 15 days before the renewal date.
• If you do not cancel before the renewal date and are charged, a refund for the renewed period may be requested within 7 days of the charge, subject to the Company's discretion and the circumstance of the request.
• California Residents: Per the California Automatic Renewal Law (Business and Professions Code Section 17600 et seq.), auto-renewal terms will be disclosed clearly and conspicuously before each transaction, and you may cancel at any time by contacting us at cancel@marketrun.io.

9. Taxes and Processing Fees

• Refund amount: Refunds are for the net amount paid by you (i.e., the invoice amount).
• GST: Where GST has already been remitted to the tax authorities, it may not be refundable directly. The Company will use commercially reasonable efforts to facilitate a GST credit note under applicable Indian tax regulations where possible.
• Payment processing fees: Third-party payment gateway fees (e.g., Razorpay, Stripe charges) may be non-refundable and will be deducted from the refund amount where applicable. These fees will not exceed 3% of the transaction value.
• Currency fluctuations: For international (USD) transactions, refunds are processed in the original currency. The Company is not responsible for exchange rate differences between the time of payment and the time of refund.

10. Force Majeure

Refunds will not be issued for service delays or non-performance caused by events beyond the Company's reasonable control, including but not limited to: natural disasters, pandemics, acts of war or terrorism, widespread internet outages, government actions, or third-party platform outages affecting our infrastructure.

The Company will notify you in writing within 5 business days of becoming aware of a Force Majeure Event affecting your engagement, and will provide an estimated timeline for resumption.

If a Force Majeure Event persists for more than 30 days, you may cancel the affected engagement and receive a pro-rata refund for work not yet performed, to be processed within 10 business days.

11. Grievance Redressal for Refund Disputes

In compliance with the Consumer Protection (E-Commerce) Rules, 2020 Rule 4(1)(h) and the Consumer Protection Act, 2019:

If your complaint is not resolved satisfactorily by the Grievance Officer, you may escalate to the following authorities:

• National Consumer Helpline: Call 1915 or visit consumerhelpline.gov.in
• Consumer Disputes Redressal Commission: District, State, or National level depending on claim value, under the Consumer Protection Act, 2019.
• US Clients: Relevant state consumer protection agencies or the Federal Trade Commission (FTC) at ftc.gov.

12. Governing Law

This Cancellation and Refund Policy is governed by the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the laws of the Republic of India.

For clients based in the United States, nothing in this Policy limits or waives any rights provided under applicable US state or federal consumer protection law, including the California Automatic Renewal Law or any applicable FTC regulations.

Any disputes arising under this Policy that cannot be resolved through the grievance process shall be subject to the dispute resolution mechanism set out in the Terms of Service.