1. Policy Overview
At Rakebig Services (https://www.rakebig.com), we provide high-caliber custom software engineering, Perfex CRM solutions, web/mobile app development, AI automation workflows, and cloud DevOps infrastructure.
Because our solutions are built to order against specific architectural requirements, we establish clear, fair milestone-based contracts. This Cancellation and Refund Policy forms an integral part of ourTerms & Conditions.
2. Nature of Digital & Custom Services
All deliverables furnished by Rakebig Services consist of intangible electronic assets, specialized engineering labor, custom architectural designs, and software source code delivered electronically.
- No Physical Shipping: We do not produce or deliver physical goods. All deliveries are made electronically via Git repositories, cloud deployments, or encrypted digital links.
- Irrevocable Engineering Work: Software development involves dedicated engineering time and computing resources allocated specifically to your project. Therefore, work performed and approved milestones are non-refundable once delivered.
3. Project Cancellation Terms
Clients may request project cancellation under the following conditions:
Cancellation requests must be formally submitted in writing via email to support@rakebig.comstating your Project Reference ID, invoice number, and rationale for cancellation.
- Cancellation Prior to Work Kickoff: If a Client requests cancellation within forty-eight (48) hours of contract signing and before any technical onboarding, architectural scoping, or coding has commenced, the Client is entitled to a 100% refund of the deposit paid, minus any non-refundable banking/payment processing fees incurred.
- Cancellation During Active Sprints: If cancellation occurs after work has commenced, Rakebig Services will calculate the prorated value of completed deliverables, committed developer hours, and third-party provisioning costs. Any unutilized portion of the advance deposit will be refunded.
- Delivered & Accepted Milestones: Once a functional milestone has been reviewed, deployed to staging/production, or signed off by the Client, payments allocated to that milestone are fully earned and non-refundable.
4. Refund Eligibility & Milestone Guidelines
To ensure fairness for both parties, refund requests are evaluated according to the following criteria:
| Service Scenario | Eligibility Status | Resolution Window |
|---|---|---|
| Pre-Kickoff Cancellation | 100% Refund (minus payment gateway fees) | Within 48 hours of payment |
| In-Flight Milestone Cancellation | Prorated Refund of unearned deposit balance | Within 5–7 business days |
| Approved & Delivered Code | Non-refundable (covered by 30-day bug warranty) | Remedied via warranty fixes |
| Duplicate or Erroneous Transaction | 100% Full Refund via Razorpay | Reported within 7 calendar days |
5. Retainers, Subscriptions & Dedicated Squads
For ongoing maintenance agreements, DevOps retainers, and dedicated developer teams:
- Notice Period: Maintenance retainers and dedicated team subscriptions may be cancelled with fourteen (14) calendar days' written notice prior to the start of the subsequent monthly billing cycle.
- Current Billing Period: Retainer fees for the currently active billing cycle are non-refundable once the cycle has begun, as engineering availability and server monitoring resources are reserved exclusively for the Client.
- AI Widget Subscription: Subscriptions for our hosted AI Widget service can be cancelled at any time through your customer portal, effective at the end of the current billing month.
6. Razorpay Refund Processing & Turnaround
All approved refunds are handled through our integrated payment infrastructure:
Whenever a refund is authorized by Rakebig Services, the transaction is routed directly back to the original payment source (e.g., your bank account, credit/debit card, or UPI VPA) via Razorpay.
Settlement Timeline: The refund will typically reflect in your account within 5 to 7 business days, depending on your bank's clearance cycles.
- UPI Payments: Refunds for payments made via Google Pay, PhonePe, Paytm, or BHIM are typically credited within 24 to 48 banking hours.
- Credit / Debit Cards: Refunds for Visa, Mastercard, RuPay, or Amex card transactions typically appear on your statement within 5 to 7 working days.
- Net Banking: Direct bank account transfers generally settle within 3 to 7 working days as governed by the respective bank's clearing process.
7. Raising Disputes & Chargebacks
We encourage open communication and proactive dispute resolution. If you have an issue with any deliverable, timeline, or invoice:
- Contact our billing desk at support@rakebig.com before initiating a bank chargeback.
- Our project management and billing directors will review your ticket and schedule a resolution call within forty-eight (48) hours.
- If work does not conform to the written SOW specifications, we will either remediate the deliverables under our warranty policy or issue an agreed adjustment credit.
8. How to Request a Cancellation or Refund
To initiate an inquiry or submit a formal cancellation request, please contact our billing department: