CANCELLATION AND REFUND POLICY
Last Updated: September 2026
Platform: Zivic Nexus (https://zivicnexus.com)
Operated from: 568/390, Om Nagar, Kailashpuri, Alambagh, Lucknow, Uttar Pradesh - 226005, India
Support Email:
[email protected] | Grievance Email:
[email protected]
Official Contact: +91 8887583730
1. INTRODUCTION & SCOPE
This Cancellation and Refund Policy ("Policy") governs all transactions, milestone payments, bookings, and platform fees processed through Zivic Nexus ("Platform", "we", "us", or "our"). As an intermediary platform connecting Clients ("Service Buyers") and Verified Vendors ("Service Providers"), Zivic Nexus enforces transparent, equitable escrow-based refund processes in strict compliance with the Consumer Protection (E-Commerce) Rules, 2020.
2. CANCELLATION PRIOR TO WORK COMMENCEMENT
2.1 Full Refund Window: A Client may cancel an inquiry or service order at any time before the Vendor begins project execution or milestone work, and no later than 7 calendar days from order confirmation.
2.2 Upon timely pre-commencement cancellation, 100% of the held escrow order amount will be refunded to the original payment source.
3. MILESTONE-BASED REFUND PRO-RATING
Once a service has commenced, refunds are evaluated strictly against deliverables completed:
• 0% to 25% Stage Completion: Client is eligible for a 75% refund of the active milestone payment.
• 26% to 75% Stage Completion: Client is eligible for a 50% refund of the active milestone payment.
• Above 75% Stage Completion: No refund is permissible once deliverables are significantly finished or code/creative assets have been transferred.
4. NON-REFUNDABLE CHARGES & DELIVERABLES
The following items are strictly non-refundable once acquired or deployed:
4.1 Third-Party Purchases: Domain registration fees, paid advertising spend (Google Ads, Meta Ads), third-party software API credits, SSL certificates, or custom media licenses.
4.2 Platform Service & Payment Gateway Fees: Convenience fees or gateway surcharges already remitted to payment processors are non-refundable.
5. DEFICIENT SERVICE & DISPUTE ARBITRATION
5.1 If a delivered service materially departs from the agreed milestone scope, the Client must lodge a formal dispute within 7 calendar days of milestone delivery via the Dashboard or at
[email protected].
5.2 Zivic Nexus operates an unbiased, evidence-based mediation process. Both parties must submit work logs, design previews, and communication logs. The decision rendered by the Zivic Nexus Dispute Panel shall be final and binding.
6. REFUND PROCESSING TIMELINES
6.1 Approved refunds are initiated within 48 business hours of determination.
6.2 Under Reserve Bank of India (RBI) payment settlement guidelines, refunds credit to the Client's original payment method (Bank Account, Credit/Debit Card, or UPI) within 5 to 7 banking business days.
7. STATUTORY GRIEVANCE REDRESSAL OFFICER
In accordance with Rule 5(6) of the Consumer Protection (E-Commerce) Rules, 2020:
• Grievance Officer: Grievance Redressal Officer, Zivic Nexus
• Registered Address: 568/390, Om Nagar, Kailashpuri, Alambagh, Lucknow - 226005, Uttar Pradesh, India
• Direct Grievance Email:
[email protected]
• Phone: +91 8887583730
• Statutory SLA: Every grievance ticket is acknowledged within 48 hours and redressed within 30 days of receipt.
• Jurisdiction: All arbitration and judicial disputes are subject exclusively to the courts of Lucknow, Uttar Pradesh.