Refund Policy
Last updated — 19 February 2026 · v1.0
This Refund Policy explains when fees paid to Triophase Global Services Pvt. Ltd. are refundable and when they are not. It forms part of our Terms of Service and should be read with them. Where an individually negotiated Order says something different, the Order prevails.
We have written this to be readable rather than evasive. Where the answer is "no refund", we say so and explain why.
1. The principle
We sell work, not access. Our people and our infrastructure are committed to a project as soon as it starts, and that cost is incurred whether or not a client later changes direction.
So the rule is straightforward: you pay for work as it is produced, and once work has been produced, it is not refundable. What you get in exchange for that is a fixed price you can hold us to, a specification you own outright, and the ability to stop at any milestone boundary without penalty.
2. Spec Sprint fees
The Spec Sprint fee is payable in advance.
| Situation | Outcome |
|---|---|
| You cancel before the first session and before we have begun preparatory work | Full refund |
| You cancel after work has commenced but before delivery | Pro-rata refund of the portion attributable to work not yet performed, assessed reasonably by us. The minimum retained amount is 40% of the fee, reflecting scheduling and preparation |
| The Specification has been delivered | No refund. The Specification is a completed deliverable, and it is yours to keep and to take to any other supplier |
| You decide not to proceed to a build after receiving the Specification | No refund, and none is needed. The Spec Sprint is deliberately sold as a standalone engagement precisely so that not proceeding is a legitimate outcome rather than a loss |
| We fail to deliver the Specification | Full refund |
The Spec Sprint fee is consideration for the Specification itself. It is not credited against the price of a subsequent build unless your Order expressly says so.
3. Build milestone fees
3.1 Milestones are invoiced on delivery and are payable within 14 days.
3.2 A milestone that has been accepted, or deemed accepted under section 7.4 of the Terms, is not refundable.
3.3 A milestone that has been delivered but not yet accepted is subject to the acceptance process, not to a refund. If it does not conform to the Specification, we fix it. Refund is not a first-line remedy for a defect, and the correction and re-performance remedy in section 12.3 of the Terms is your exclusive remedy.
3.4 Where you have prepaid for milestones not yet started and you terminate under section 17.3 of the Terms, we refund the prepaid amount for milestones not started, less any non-cancellable third-party costs already committed and a pro-rata amount for work in progress.
3.5 Where we terminate for convenience under section 17.4 of the Terms, we refund all fees paid for milestones not delivered, in full, and hand over work in progress as it stands.
3.6 Where we terminate for your material breach or non-payment, no refund is due.
4. Deposits and mobilisation fees
Where an Order requires a deposit to reserve capacity, the deposit is non-refundable if you cancel within 14 days of the scheduled start date, because that capacity can no longer be resold. Cancelling earlier than 14 days before the start date releases the deposit in full. A deposit is applied against the first invoice if the project proceeds.
5. Retained and recurring services
5.1 Retained services are billed monthly in advance.
5.2 Cancel with 30 days' notice effective at the end of the current period. The current period is not refunded, and you retain access for its duration.
5.3 Unused hours or capacity within a retained period do not roll over and are not refundable, unless the Order says otherwise.
6. Where a refund is never available
- Work already performed and delivered
- Milestones accepted or deemed accepted
- Third-party costs we have paid on your behalf and cannot recover, including licences, domains, certificates, hosting and paid API usage
- Compute and inference costs already consumed on your project
- Delay or non-performance caused by your failure to provide materials, access, decisions or approvals
- Change of business direction, loss of funding, internal reorganisation or change of personnel on your side
- Dissatisfaction with a Deliverable that conforms to the accepted Specification, where the dissatisfaction is with the Specification rather than with our execution of it
- Any free tool, beta feature or service provided at no charge
- Any Order where you are in material breach
7. Currency, fees and taxes
7.1 Refunds are made to the original payment method, in the currency in which you were invoiced.
7.2 Where a refund is due, you receive the full amount refunded in your original currency. We absorb the transfer fees and any currency conversion loss between the date you paid and the date we refund. You will not receive less than the refundable amount because of exchange rate movement or payment processor charges.
7.3 Taxes are refunded only to the extent we can recover them from the relevant authority.
8. How to request a refund
Email billing@triophase.com with:
- Your organisation name and the Order or invoice number
- The amount and the payment date
- The reason for the request
- Any supporting detail
We acknowledge within 3 business days, decide within 14 business days, and where a refund is approved we process it within 30 days of the decision. Settlement time to your account depends on your bank.
If you disagree with a decision, escalate in writing to the same address marked Refund escalation. It will be reviewed by someone who was not involved in the original decision. If it remains unresolved, the dispute process in section 20 of the Terms applies.
9. Chargebacks
We collect payment through Payoneer and Skydo. Raise any billing dispute with us before raising it with your bank or payment provider. Section 9.7 of the Terms requires you to give us 14 days to resolve a billing dispute in writing before initiating a reversal or chargeback.
A chargeback raised in breach of that clause is a material breach of the agreement. We may suspend all Services immediately, withhold Deliverables and access, recover our costs of responding to the chargeback, and treat the amount as an outstanding debt. We will also defend the chargeback with the full delivery record, including staging deployments, milestone approvals and pipeline logs.
10. Statutory rights
Nothing in this policy excludes or limits any right you have under mandatory law that cannot be excluded or limited by agreement. Our services are supplied to businesses, and consumer protection legislation generally does not apply. Where it does apply to you, it prevails over anything inconsistent in this policy.
11. Changes
We may update this policy. The version in force when your Order was placed governs that Order.
12. Contact
Triophase Global Services Pvt. Ltd.
ASO-411, 4th Floor, South Block, Astra Tower.
Newtown, Kolkata – 700135, West Bengal, India.
billing@triophase.com