1. Overview
LUTE India provides professional B2B services. Because our work involves significant time, expertise, and third-party integrations from the moment an engagement begins, our refund policy reflects the nature of services already rendered.
We encourage all prospective clients to review our scope of work, ask questions, and agree to terms before any payment is made.
2. Service Fees — General Policy
Our services are delivered in stages. The refund eligibility depends on the stage at which a cancellation request is raised:
- Before work has commenced — a full refund of any advance paid will be issued, minus a 5% processing fee
- Within 7 days of project commencement — a partial refund may be issued after deducting the value of work already completed, as assessed by our team
- After 7 days of commencement or upon delivery of a milestone — no refund is applicable for completed milestones. Fees for work not yet started may be partially refunded at our discretion
- Retainer or monthly management fees — the current month's fee is non-refundable. Cancellation takes effect at the end of the current billing cycle with 30 days' written notice
3. App Subscriptions
For any subscription-based access to LUTE India apps:
- Monthly subscriptions are non-refundable once the billing cycle has started
- Annual subscriptions may be refunded on a pro-rata basis if cancelled within 14 days of the billing date, minus any setup or onboarding costs
- Free trial periods, if offered, carry no payment obligation and no refund is applicable
4. Non-Refundable Items
The following are non-refundable under all circumstances:
- Third-party costs paid on your behalf — domain registration fees, marketplace registration fees, software licences, courier account setup fees
- Completed creative or technical work — approved designs, live listings, configured integrations
- Consultation or discovery fees charged at a fixed rate
- Any fees charged by third-party platforms (Brevo, Shiprocket, Unicommerce, etc.) that we have paid out on your behalf
5. Disputes and Escalation
If you believe a refund is warranted due to a failure on our part to deliver agreed services, we ask that you:
- Raise the issue in writing to contact@lute.co.in with the subject line "Refund Request"
- Include your engagement details, the specific concern, and what resolution you are seeking
- Allow us 7 business days to review and respond
We aim to resolve all disputes fairly. If a resolution cannot be reached, disputes will be handled under the jurisdiction of the courts of Bengaluru, Karnataka, per our Terms of Service.
6. Refund Processing
Approved refunds will be processed within 10–15 business days. Refunds will be made via the original payment method where possible, or via NEFT/IMPS bank transfer to the account from which payment was received.
7. Contact
For refund requests or questions about this policy, contact us at contact@lute.co.in.