Refund & Cancellation Policy

1. Scope of This Policy

This policy applies to every paid engagement with HEWN CRAFT STUDIO ("HEWN CRAFT", "we", "us"), founded and operated by Dharmik Gohil in Surat, Gujarat, India. It covers custom software development, CRM builds, ERPNext implementation, AI agent work, web and mobile development, UI/UX and brand design, graphics and motion, game development, and VR/AR and spatial computing projects.

Where a signed Statement of Work (SOW), Master Services Agreement or purchase order sets out different payment or cancellation terms, that document takes precedence over this page for that engagement. This policy is the default that applies when nothing more specific has been agreed in writing.

2. Deposits & Project Initiation

Most engagements begin with an advance deposit, typically between 30% and 50% of the quoted project value. The deposit reserves engineering and design capacity in our schedule and funds the discovery phase: requirement gathering, technical architecture, data modelling and the delivery plan.

3. Milestone Projects

Fixed-scope projects are billed against milestones defined in the SOW. Each milestone has a deliverable, an acceptance window and an invoice.

• Completed and accepted milestones are not refundable. The work has been delivered and, in most cases, deployed or handed over.
• Milestones in progress are settled pro rata. We invoice for the hours genuinely spent and refund the remaining balance of any prepayment for that milestone.
• Milestones not yet started are refunded in full.
• Acceptance window: you have 7 calendar days after a milestone is delivered to raise defects against the agreed scope. Defects reported in that window are fixed at no charge. After 7 days without written objection, the milestone is treated as accepted.

4. Monthly Retainers

Retainers — ongoing development, maintenance, live-ops support and managed ERPNext or CRM hosting — are billed monthly in advance.

• Either party may cancel a retainer with 30 days' written notice.
• The current month is not refundable once the month has started, because capacity has already been reserved and staffed.
• Months paid in advance beyond the notice period are refunded in full.
• Unused hours in a retainer month do not roll over unless the SOW says otherwise.

5. Small Business Packages

Fixed-price packages for small and medium businesses (websites, booking apps, WhatsApp automation and local SEO setups, typically ₹5,000–₹15,000) follow a simplified schedule:

Every package includes a defect-fix window of 15 days after handover. Bugs against the agreed scope are fixed free; new features are quoted separately.

6. Cancellation By the Client

You can cancel any engagement at any time by written notice to hewncraftstudio@gmail.com. On cancellation:

• We stop work and issue a final reconciliation invoice or refund within 10 working days.
• You receive all work product paid for in full, including source code, design files and documentation for accepted milestones.
• Work product for unpaid or partially paid milestones remains our property until settled.
• Credentials, repositories and hosting accounts we hold on your behalf are transferred to you.

7. Cancellation By HEWN CRAFT

We may end an engagement — rarely, and never without warning — where scope has drifted beyond what was agreed and cannot be renegotiated, where requested work would breach law or platform policy, where invoices remain unpaid beyond 30 days, or where communication has broken down to the point that delivery is not possible.

8. Third-Party & Licence Costs

Some engagements include costs we pay on your behalf: domain registration, hosting and cloud credits, SSL certificates, WhatsApp Business API fees, app store developer accounts, paid plugins, stock assets, licensed fonts and third-party API subscriptions.

These are not refundable once purchased, because the vendor has already been paid and most are non-cancellable. They are itemised separately on every invoice so you can always see what is our fee and what is pass-through cost. Where a licence is transferable, we transfer it to you at cancellation at no extra charge.

9. How to Request a Refund

Send one email containing:

• Your invoice number or project reference code
• The date and method of payment
• What you are requesting a refund for, and why

We acknowledge every request within 2 working days and issue a written decision within 7 working days. Approved refunds are returned to the original payment method within 10 working days of approval; bank settlement times are outside our control and may add a few days. Payment gateway charges already deducted by the processor are not recoverable and are excluded from refunds.

10. Disputes & Contact

We would rather fix a problem than argue about an invoice. If you are unhappy with a deliverable, raise it in writing and we will propose a remedy — rework, a revised timeline or a partial credit — before any formal process begins.

Unresolved disputes are governed by the laws of India and subject to the exclusive jurisdiction of the courts of Surat, Gujarat.