Refund Policy

Optivize (a brand of Surajit Majhi HUF) strives to deliver every project to the satisfaction of the customer. This Refund Policy explains the circumstances under which we will issue a refund, how requests are evaluated, and the timelines involved. By placing an order you accept this policy.

1. Scope

This policy applies to all paid services purchased through optivize.digital, including but not limited to website design and development, AI builders, SEO & digital-marketing packages, AI image/video generation, domain & hosting reseller services, AI credit top-ups, and support/consulting hours.

2. Eligibility for Refund

A refund may be granted in the following circumstances:

• The service has not been started and you cancel within 24 hours of order placement. Full refund.
• The service was started but materially failed to match the agreed scope and we are unable to remediate within a reasonable period. Pro-rata refund.
• Duplicate payment processed in error (rare; we generally detect and refund automatically within 48 hours).
• Statutory rights conferred by Indian consumer-protection law that cannot be contractually waived.

3. Non-Refundable Items

The following are not refundable once paid:

• AI credits already consumed (text, image, video generations are billed per call to the upstream provider).
• Domain registrations and renewals — registrars do not refund these to Optivize.
• Third-party SaaS subscriptions purchased on your behalf (e.g. premium themes, stock-image packs, paid plugins).
• Custom development hours that have already been worked and logged.
• Setup fees once provisioning has begun on hosting accounts, email servers, or DNS configurations.
• Payment-gateway fees (Razorpay charges typically 2–3% which we cannot recover).

4. How to Request a Refund

Email sales@optivize.digital with the subject line “Refund Request — [Invoice number]” and include:

• Your account email and full invoice number.
• Date of payment and transaction reference (RRN / UPI ID / payment-link ID).
• Reason for the request and supporting evidence (screenshots, emails, etc.).
• The bank account or original payment method you would like the refund credited to.

5. Evaluation Process

• We acknowledge receipt of every request within 1 business day.
• The project manager assigned to your order will review the request, the work delivered, and the contractual scope.
• If the request is approved, we issue a refund instruction to Razorpay (or to our finance team for offline-paid invoices) within 3 business days.
• If the request is denied, you will receive a written explanation citing the specific clause of this policy or the Terms of Service that applies.

6. Refund Timelines

• Refunds to credit/debit cards: 5–10 business days (depending on issuing bank).
• Refunds to UPI / netbanking: 2–5 business days.
• Refunds via bank transfer (NEFT/RTGS) for offline-paid invoices: 2–3 business days after we receive your bank details.
• Refunds for international payments may take longer; intermediary-bank FX fees may apply and are deducted from the refund amount.

7. Cancelled or Fraud-Flagged Orders — Cascade Behaviour

When an order is moved to status “cancelled” or “fraud”:

• The associated invoice status is updated automatically (“refunded” or “fraud”).
• Any AI credits granted by that purchase are immediately revoked from your wallet.
• For fraudulent orders, no refund is issued and your account may be flagged for additional moderation review on future orders.
• The cascade is logged with an audit trail (actor admin, timestamp, reason) for compliance purposes.

8. Chargebacks

Please contact us first before initiating a chargeback. Initiating a chargeback without first giving us 7 days to resolve the dispute may result in your account being suspended pending investigation. Costs incurred by Optivize defending an unjustified chargeback may be deducted from any future refund.

9. Goodwill Credits

Where a full cash refund is not warranted under this policy, we may at our sole discretion issue a goodwill credit redeemable against future invoices. Goodwill credits are non-transferable, valid for 12 months, and cannot be exchanged for cash.

10. Modifications

We may amend this policy by posting an updated version. Refund requests are evaluated against the policy in force on the date of order placement, not the date the request is submitted.

11. Contact