Refund and Cancellation Policy

Effective 5 October 2026

This policy applies to all payments made to ATI Global, a sole proprietorship owned by Sourabh N, trading as ATI Sutra ("we", "us"). It forms part of our Terms and Conditions. Our services are custom work made to each client's requirements. Time and resources are committed as soon as a project begins, so refunds are limited as set out below.

1. When work is treated as started

Work on a project starts at the earliest of: (a) the moment we begin requirements, planning, design or development for you; (b) the moment we share any draft, design, document or link with you; or (c) 2 working days after we receive your advance.

2. Cancelling before work starts

If we receive your written cancellation before work has started, we will refund the advance, less payment gateway charges and any third-party costs already paid on your behalf.

3. Cancelling after work starts

• The advance is not refundable once work has started. It covers the time and resources already committed to your project.
• If the value of work completed at the time of cancellation is more than the amount you have paid, you must pay the difference.
• Milestone payments are not refundable once the work for that milestone has been presented to you.
• The final payment is not refundable once the Deliverables have gone live, been handed over, or been accepted under the Terms.
• Work completed and fully paid for will be handed over to you on request.

4. No refund in these situations

• You change your mind, your business plans change, or you no longer need the project.
• You do not provide content, approvals or feedback, or the project is treated as cancelled after 60 days without a response from you.
• You are unhappy with a design or feature that matches the approved scope. Revisions are handled under the Terms, not by refund.
• A third party, such as an app store, payment gateway, hosting provider or domain registrar, rejects, delays, suspends or changes its service.
• The website, app or software does not produce the sales, leads, traffic or ranking you expected.
• Problems arise from changes made by you or by anyone other than us.
• We suspend or end the Services because of non-payment or a breach of the Terms.

5. If we cannot deliver

If we are unable to complete the agreed scope for reasons within our control, and cannot fix this within a reasonable time after your written notice, we will refund the amount you paid for the part that was not delivered. This refund is your only remedy and our liability does not exceed the amount you paid for that project.

6. Care Plan and subscriptions

• The Care Plan can be cancelled with 30 days' written notice. Fees for the notice period remain payable.
• Fees already paid for the current billing period, monthly or annual, are not refunded, in full or in part.
• Subscription fees for our software products are not refundable once the billing period has begun.

7. Third-party costs and taxes

Amounts paid to third parties on your behalf, including domain names, hosting, app store fees, licences, plugins and messaging credits, cannot be refunded. Where a refund is made, GST is adjusted by credit note as the law allows.

8. Duplicate or mistaken payments

If you are charged twice for the same invoice, or pay more than the invoice amount because of a technical error, we will refund the excess in full once it is confirmed.

9. How to request a cancellation or refund

• Email accounts@atisutra.com from your registered email address with your name, invoice number, payment reference and reason.
• A cancellation takes effect on the date we receive this email. Requests by phone or WhatsApp alone are not treated as written notice.
• We will reply with our decision within 7 working days.
• Approved refunds are sent to the original payment method within 7 to 10 working days after approval. Your bank may take further time to credit the amount.

10. Chargebacks and payment disputes

Please contact us before raising a dispute with your bank or card provider, so that we can resolve it directly. If a chargeback is raised for a payment that is not refundable under this policy, we will contest it with records of the agreed scope, communications and work delivered, and we may suspend the Services and recover the disputed amount and related costs.

11. Our decision

Refunds outside this policy are made only at our discretion and in writing. A refund given once does not create a right to a refund in future. This policy is governed by Indian law, and disputes are handled as set out in the Terms and Conditions.