Refunds & Cancellations Policy

1. Overview

This Refund Policy explains when payments made to ATW STAYS (OPC) PRIVATE LIMITED (trading as CodeByWeb) for software development, web application, CRM, integration, hosting, maintenance and subscription services may be refunded. Software development is custom, time-based work, so fees generally pay for effort and resources already committed. This policy should be read together with our Terms & Conditions and any signed proposal or Project Agreement, which prevails if it says something different.

2. Advance / booking payments

• An advance payment secures your project slot, allocates our team and starts discovery and planning.
• Before work begins: if you cancel in writing within 3 business days of paying, and no discovery, design or development work has started, we will refund the advance after deducting payment-gateway charges, taxes already remitted and any third-party costs already incurred.
• After work begins: the advance is non-refundable, and is applied to the work already performed and the resources reserved for your project.

3. Cancellation of services

• Project cancellation by the Client: send a written cancellation request to support@codebyweb.com. The cancellation takes effect on the date we receive the request. Sections 2 and 4 then decide what is refundable, and you pay for all work completed and costs incurred up to that date.
• Subscriptions, hosting and support plans: you may cancel at any time by written notice. The plan continues until the end of the current paid period and does not renew. No refund is given for the remaining part of a period already started.
• Cancellation by CodeByWeb: we may cancel or suspend a service for non-payment, breach of the Terms or unlawful use. If we cancel a project for a reason other than the Client’s breach, we refund the fees paid for work not yet performed.
• Cancellation of a quotation: no payment is due for a quotation that has not been accepted and paid.

4. Milestone and project payments

• Payments for milestones that have been delivered or made available for review are non-refundable.
• If you terminate a project for convenience, you pay for all work completed and costs incurred up to the termination date. Any amount you have paid in excess of that value for work not yet started will be refunded, less a reasonable administration charge not exceeding 10% of the unused amount.
• Fixed-price fees are not refundable because of changes in your business plans, priorities or requirements after the scope has been approved.

5. If we fail to deliver

If we materially fail to deliver the agreed scope, and do not fix the issue within 15 days of receiving your written notice describing it, you may ask for a refund of the fees paid for the undelivered or non-conforming part of the scope. We will first offer to correct the problem, redo the work or re-plan delivery. Any refund is limited to fees actually paid for that part of the scope, as set out in the limitation of liability in our Terms.

6. Bugs and defects

Bugs and defects are addressed through our defect-correction commitment in the Terms (normally free correction of reported defects within 30 days of final delivery), not through refunds.

7. What is not refundable

• Payments for work that has been delivered, accepted, or put into live use.
• Third-party purchases made for your project, such as domains, hosting, SSL certificates, software licences, plugins, SMS/WhatsApp/email credits, API or GDS/OTA charges, and payment-gateway fees.
• Delays or costs caused by late content, approvals, credentials or decisions from your side or by third-party providers.
• Change of mind, dissatisfaction with subjective design preferences that were reviewed and approved, or business outcomes such as sales, rankings or traffic.
• Consulting, discovery, design or workshop fees once the sessions or deliverables have been provided.

8. Hosting, maintenance, support and subscriptions

• Annual maintenance, support, hosting and SaaS subscription fees (including access to products such as One, Travel CRM and Prop CRM) are billed in advance and are non-refundable for any period already started.
• You may cancel a plan at any time by written notice; the plan then ends at the end of the current paid period and does not renew.
• If you were charged in error or billed twice, tell us within 7 days of the invoice and we will correct it or refund the extra amount.

9. How to request a refund

1. Email support@codebyweb.com with the subject “Refund request”, your name, company, invoice number, payment date, amount and the reason for your request.
2. We will acknowledge your request within 2 business days and review it within 7 business days. We may ask for further information.
3. If approved, the refund is made to the original payment method, or by bank transfer for direct payments, within 7–10 business days of approval. Your bank or payment provider may take additional time to show it.

Refunds are calculated on the amount paid excluding any taxes already deposited with the government, to the extent permitted by law, and are net of payment-gateway and bank charges that we cannot recover. Refund requests made more than 30 days after the payment date or after termination may not be considered, unless required by law.

10. Chargebacks and disputes

Please contact us before raising a chargeback or payment dispute so that we can resolve the issue quickly. If a chargeback is raised for a valid, delivered service, we may provide evidence of the work to the bank and pause related work and support until it is resolved.

11. Changes to this policy

We may update this policy from time to time. The version published here on the date of your payment applies to that payment.

12. Contact

Questions about this policy? Email support@codebyweb.com.