Refund Policy

Refund & Cancellation Policy

Effective Date: 01-04-2026

Service Provider: Tulasi Technologies Pvt. Ltd. (“Tulasi”, “we”, “us” or “our”)

1. Applicability

This Refund & Cancellation Policy applies to payments made to Tulasi for software implementation, ERP implementation, customization, integration, development, consulting, professional services, support services, subscription services, and related technology services, including projects involving payment gateway or other third-party integrations.

This Policy shall be read together with the applicable quotation, proposal, statement of work (“SOW”), work order, service agreement, or other written commercial document accepted by the customer.

2. Cancellation Before Project Commencement

Where a customer has made an advance payment but the applicable project has not yet commenced and Tulasi has not formally committed resources or commenced project-specific work, the customer may request cancellation and refund in writing.

Subject to verification of the request, Tulasi will refund the eligible amount received from the customer, after deducting:

any non-refundable third-party charges already incurred;
payment gateway or transaction charges, where applicable and non-recoverable;
taxes or statutory charges that cannot be recovered; and
any other amount expressly identified as non-refundable in the applicable quotation, proposal, SOW or agreement.

The refund will normally be processed through the original payment method, subject to the applicable payment gateway and banking timelines.

3. Project Commencement / Commitment of Resources

Once a project has been agreed or initiated a work by Tulasi, the payment made towards such project, implementation, customization, development, integration or professional services shall generally become non-refundable.

For the purpose of this Policy, project commencement or commitment may include, without limitation:

allocation of Tulasi personnel or technical resources;
commencement of requirement analysis, discovery or project planning;
commencement of configuration, customization or development;
commencement of API, payment gateway or third-party integration work;
creation or modification of project-specific software components;
commencement of data migration, testing or deployment activities;
scheduling or reserving implementation resources for the customer; or
any other project-specific activity undertaken pursuant to the customer's approval or acceptance.

The customer's subsequent decision to discontinue, postpone, change requirements, change vendors, or not proceed with the project shall not, by itself, create an entitlement to a refund after project commencement or commitment.

4. Payment Gateway and Third-Party Integration Charges

For projects involving payment gateway integration, Tulasi may incur costs or commitments towards third-party payment gateway providers, APIs, hosting infrastructure, licences, development resources, technical configuration, testing, certification, security requirements or other external services.

Any third-party fee or charge that has already been incurred or is non-refundable shall not be refundable by Tulasi.

Tulasi shall not be responsible for refunding amounts retained or charged by a payment gateway, bank, payment processor or other third-party service provider where such amount is outside Tulasi's control.

5. Customer-Initiated Cancellation After Commencement

If the customer requests cancellation after project commencement or after Tulasi has formally committed project resources:

a. amounts relating to work already performed, resources committed, third-party costs and other non-recoverable expenses shall remain payable and/or non-refundable;
b. any refund, if applicable, shall be determined based on the applicable SOW, quotation, commercial terms and actual work/cost incurred; and
c. cancellation shall not automatically extinguish any payment obligation that has already accrued under the applicable agreement.Where the applicable SOW expressly states that an advance or project fee is non-refundable upon commencement, that provision shall govern, subject to applicable law.

6. Delay or Non-Performance Attributable to Tulasi

Nothing in this Policy is intended to exclude any remedy or refund that may be expressly provided under the applicable agreement or required under applicable law.

If Tulasi materially fails to perform a contracted service and the issue remains unresolved after the customer provides reasonable written notice and an opportunity to cure, the parties shall first attempt to resolve the matter in accordance with the applicable SOW or service agreement.

Any refund arising from such circumstances shall be determined in accordance with the applicable contractual terms and applicable law.

7. Customer Dependencies

Project timelines and successful implementation may depend upon the customer's timely provision of:

requirements and approvals;
API credentials and payment gateway credentials;
access to existing systems;
test data and production data;
domain, hosting or infrastructure access;
third-party approvals;
business/user availability for testing and UAT; and
other information or dependencies reasonably required by Tulasi.

Delays, suspension or inability to complete a project caused by customer-side dependencies, third-party providers, changes in requirements, or circumstances outside Tulasi's reasonable control shall not, by themselves, create a right to a refund.

8. No Refund for Change of Requirements

After project commencement, a customer's decision to modify, reduce, replace or discontinue the originally agreed scope shall not automatically entitle the customer to a refund.

Any change in scope shall be handled in accordance with the applicable change-request or change-management process and may result in additional charges, revised timelines or other commercial adjustments.

9. Refund Request Procedure

All refund or cancellation requests must be submitted in writing to Tulasi through the official contact details specified on the website or in the applicable agreement.

The request should include:

customer/company name;
invoice or payment reference;
project/SOW reference;
date and amount of payment;
reason for cancellation/refund; and
relevant supporting information.

Tulasi will review the request against the applicable quotation, SOW, project status, payment records and this Policy.

10. Refund Processing

Where a refund is approved, Tulasi will initiate the refund through the original payment method, wherever reasonably practicable.

The actual time for the refunded amount to appear in the customer's bank account or payment instrument may depend upon the payment gateway, bank, card network or other payment service provider.

11. Taxes and Statutory Deductions

Any refund shall be subject to applicable taxation, statutory requirements, accounting treatment and the ability to reverse or recover applicable taxes, wherever relevant.

Where taxes or statutory charges have already been deposited and cannot legally be recovered or adjusted, the corresponding amount may be excluded from the refund to the extent permitted by law.

12. Chargebacks and Payment Disputes

Customers are requested to contact Tulasi first regarding any payment, cancellation or refund issue.

A payment dispute or chargeback should not be initiated solely because a project has been cancelled after commencement where the applicable contractual terms provide that the relevant payment is non-refundable.

Nothing in this clause restricts any statutory right available to the customer under applicable law.

13. Exceptions and Applicable Law

This Policy does not limit any refund, remedy or right that cannot legally be excluded or restricted under applicable law.

In the event of any conflict between this Policy and a specific signed agreement, SOW, work order or quotation, the terms of that specific agreement shall prevail to the extent permitted by law.

14. Acceptance

By making a payment to Tulasi or accepting a quotation, proposal, SOW, work order or service agreement, the customer acknowledges that they have read and understood the applicable commercial and refund terms.

Tulasi recommends that customers review the applicable quotation, SOW and project-specific terms before making payment.