Refund Policy
Simple. Fair. Transparent.
Last Updated: July 1, 2026
Our refund policy is designed to be fair to both our clients and our team. The terms below vary by service type.
Overview
Our refund philosophy
At RiverLoom, we strive to deliver exceptional value in every engagement. Our refund policy is designed to be fair and transparent — protecting both our clients and our team.
Because our services range from custom software development to AI solutions and SaaS products, refund terms vary by service type. The following sections outline these differences clearly.
[CONFIGURABLE: This policy is a framework for discussion. Specific refund terms must be documented in your signed agreement and may differ from the general guidance below.]
Software Development Services
Custom projects
For custom software development projects, our work is structured in milestones:
Discovery & Planning: Payments for the discovery phase are non-refundable once the discovery report has been delivered and presented.
Development Milestones: Each completed milestone is invoiced upon acceptance. Accepted milestones are non-refundable.
Unused Prepaid Time: If you have prepaid for a block of development hours that have not been used, you may be eligible for a refund of the unused amount minus an administrative fee of [CONFIGURABLE: 10–15%].
Refund eligibility for custom development is assessed on a case-by-case basis considering the work completed, resources allocated, and any third-party costs incurred.
Consulting & Strategy
Advisory engagements
Consulting and strategy engagements typically involve significant upfront preparation and research:
Cancellation within [CONFIGURABLE: 5] business days of booking: Full refund minus a [CONFIGURABLE: 5%] processing fee.
Cancellation after [CONFIGURABLE: 5] business days but before the session: [CONFIGURABLE: 50%] refund.
After the session has been delivered: No refund is available.
UI/UX Design
Design services
Design engagements follow a phased approach similar to development:
Research & Discovery: Non-refundable once the research phase is complete and findings have been presented.
Design Iterations: Refunds are not available for completed design rounds that have been accepted.
Final Deliverables: Once the final design package has been delivered and accepted, no refund applies.
AI Solutions
Machine learning and AI engagements
AI solution engagements involve significant upfront research, data preparation, and model experimentation:
AI engagements are generally non-refundable after the initial discovery and feasibility phase has been completed, due to the intensive research nature of the work.
Before Discovery Phase: Cancellation is eligible for a full refund minus a [CONFIGURABLE: 10%] administrative fee.
After Discovery Phase: No refund is available, as significant work has already been invested in understanding your requirements and data.
Model Development: Milestone-based with each completed milestone non-refundable upon acceptance.
Digital Products & SaaS
Commercial software
For our commercial digital products and SaaS offerings:
| Product Type | Refund Window | Refund Terms |
|---|---|---|
| SaaS Monthly Subscription | [CONFIGURABLE: 7–14] days | Full refund for first billing period if requested within window |
| SaaS Annual Plan | [CONFIGURABLE: 30] days | Prorated refund minus [CONFIGURABLE: 15%] admin fee |
| One-time Digital Product | [CONFIGURABLE: 14] days | Full refund if product is defective or not as described |
| Custom Integration | Varies | Milestone-based, same as custom development |
SaaS refunds are processed after verifying usage. Refunds may be prorated based on actual usage during the billing period.
Mobile Applications
App development
Mobile application development follows the same milestone structure as general software development:
Platform-Specific Work: iOS and Android development work is billed separately and non-refundable once completed.
App Store Submission: Fees associated with app store submissions and third-party services are non-refundable.
Post-Launch Support: Prepaid support retainers are refundable on a prorated basis for unused time.
Partial & Milestone Refunds
When partial refunds apply
Partial refunds may be available in specific circumstances:
Project Cancellation: If you cancel a project mid-stream, you receive ownership of all completed and accepted work. Refunds for unstarted or incomplete milestones may be available.
Scope Reduction: If the project scope is significantly reduced after work begins, a partial refund may be negotiated.
Quality Issues: If deliverables do not meet the specifications defined in your agreement, we will remediate at no additional cost. If remediation is not possible, a partial refund may be considered.
All partial refunds are subject to a [CONFIGURABLE: administrative/handling fee of 5–15%].
Exceptions
When refunds are not available
Refunds are generally not available in the following situations:
Completed Milestones: Work that has been delivered, reviewed, and accepted is non-refundable.
Third-Party Costs: Fees paid to third-party vendors, app stores, or service providers on your behalf.
Custom Research: AI/ML research work that has been presented and accepted.
Change of Mind: We do not offer refunds for change of mind after work has commenced.
Refund Process
How to request a refund
To request a refund:
1. Email us at contact@riverloom.in with your project details and reason for the refund request.
2. Include your project name, invoice numbers, and any relevant documentation.
3. Our team will review your request within [CONFIGURABLE: 5–7] business days and respond with a decision.
4. If approved, refunds are processed within [CONFIGURABLE: 5–14] business days to the original payment method.
We aim to resolve all refund requests fairly and promptly.
Contact
Refund inquiries
For all refund-related inquiries:
Email: contact@riverloom.in
Response Time: Within [CONFIGURABLE: 5–7] business days.
Business Hours: Monday–Friday, 9:00 AM – 6:00 PM [CONFIGURABLE: timezone]