Refund & cancellation policy
Version 1.0 · Effective 23 September 2026 · Omvora Media & Automation
This Refund & Cancellation Policy (“Policy”) explains how cancellations, refunds and related payment matters are handled for services and products provided by Omvora Media & Automation (“Omvora”, “we”, “us” or “our”).
Omvora is a registered partnership firm at Hawal, Srinagar, Jammu & Kashmir 190011, India.
This Policy applies to paid services, subscriptions, pilots, projects and other paid engagements bought from Omvora.
Our standard terms. Where your quotation or agreement does not say otherwise, the standard terms in sections 3, 5, 6, 9, 12 and 17 apply. A specific quotation, proposal, statement of work, order form, subscription agreement or other written commercial agreement may contain different cancellation or refund provisions; where it does, those provisions govern that engagement to the extent of any inconsistency with this Policy.
Nothing in this Policy is intended to exclude or restrict any mandatory right or remedy available under applicable law.
1. Before You Purchase
Omvora provides technology and automation services that may include:
- chatbots and conversational automation;
- social media automation;
- content and media workflows;
- SaaS products;
- custom applications;
- internal business tools;
- integrations;
- automation systems;
- implementation services;
- pilots and proof-of-concept projects; and
- related technology and operational services.
Because these services can differ substantially in scope, implementation, configuration and third-party dependencies, the applicable commercial terms may vary by engagement.
Before a paid engagement begins, we tell you in writing, as applicable:
- what is being purchased;
- the scope of work;
- pricing;
- applicable taxes;
- implementation or delivery arrangements;
- subscription period;
- renewal terms;
- cancellation terms;
- refund eligibility;
- third-party charges or dependencies; and
- any material limitations or assumptions.
Customers should review the applicable quotation, proposal, order form or agreement before making payment.
2. Enquiries, Demonstrations and Proposals
Submitting an enquiry, requesting a demonstration or receiving a quotation does not create a payment obligation.
These are free unless a charge has been expressly agreed in advance, so there is nothing to refund for them.
A quotation or proposal may contain its own validity period and commercial terms.
3. Custom Projects and Development Work
Custom development projects may involve discovery, architecture, design, development, configuration, integration, testing, deployment and other work performed specifically for a customer.
Standard terms for projects.
- A project is paid per stage, against the written scope.
- You may stop after any completed stage. Completed stages are not refunded; a stage not yet started is not charged.
- If we cannot deliver a stage as scoped, that stage’s payment is refunded in full.
A project agreement may also specify:
- an initial deposit;
- milestone payments;
- non-refundable third-party costs;
- cancellation windows;
- completed milestones;
- work already performed;
- deliverables already supplied;
- approved expenses;
- outstanding amounts; and
- any applicable refund calculation.
Where neither the standard terms nor the agreement settle a cancellation request, Omvora will assess it based on the work actually performed, committed third-party costs and the applicable contractual terms, subject always to mandatory rights under applicable law.
An amount is non-refundable only where the applicable commercial terms say so and applicable law allows it.
4. Discovery, Strategy and Consulting Work
Where Omvora provides paid discovery, strategy, consultation, planning, audit, architecture or similar professional services, cancellation rights depend on whether the work has already commenced and on the applicable commercial agreement.
If the service has not started, you may cancel it and the amount paid for it is refunded, less any third-party cost already committed for you and stated in the quotation.
Once substantial work has commenced, any refund will be determined according to the applicable agreement and the work already performed.
5. SaaS and Monthly Subscriptions
Standard terms for subscriptions.
- A subscription is billed monthly in advance and can be cancelled from the end of any month. Write to us before the month ends; nothing further is charged.
- The month already paid for is not refunded, because the service keeps running until the month ends.
- If a service has not started within 30 days of the first payment for reasons on our side, the first month is refunded in full.
- Your content, your data and your channel access remain yours; we hand them back within 7 days of the last day.
Where Omvora offers a recurring SaaS subscription on different terms, the subscription terms presented at purchase will specify:
- subscription price;
- billing interval;
- renewal behaviour;
- applicable taxes;
- cancellation process;
- effective cancellation date; and
- any applicable refund arrangements.
Where a subscription-specific refund right is expressly provided, that right will apply according to its stated conditions.
Mandatory rights under applicable law remain unaffected.
6. Free Trials and Pilots
If Omvora offers a free trial or demonstration environment, the offer will state any conditions that apply. There is nothing to refund for a free trial because no payment has been made for it.
Standard terms for paid pilots.
- A pilot is one channel for one month at a fixed fee, paid in advance.
- You may stop the pilot in its first 7 days for a full refund. After that, the pilot runs to its end and is not refunded.
A pilot agreed on different terms follows its own pilot agreement or quotation.
7. Cancellation Before Work Begins
Where a customer has paid for a service but work has not yet commenced, the customer may request cancellation.
Omvora will review:
- whether work has actually commenced;
- whether third-party services or licences have already been purchased or committed;
- whether infrastructure has already been provisioned;
- whether any agreed setup or onboarding has been completed; and
- the applicable commercial agreement.
Where the applicable agreement or the standard terms provide for a refund, the eligible amount will be processed accordingly.
If neither provides a specific cancellation formula, Omvora will determine the applicable refund consistently with the agreed scope, work performed, committed costs and applicable law.
8. Cancellation After Work Has Started
Once work has commenced, cancellation does not automatically entitle the customer to a full refund.
Depending on the service, Omvora may already have incurred:
- development effort;
- design effort;
- configuration work;
- infrastructure costs;
- third-party API or platform charges;
- licences;
- hosting costs;
- implementation costs;
- onboarding effort;
- project-management effort; or
- other costs directly associated with the engagement.
Where the customer cancels after work has started, the applicable refund, if any, will be determined under the standard terms or the applicable commercial agreement.
If neither specifies the calculation, Omvora will take into account the work actually performed and reasonable committed costs, subject to applicable law.
9. Recurring Subscription Cancellation
Cancellation before the next billing date. You may cancel before the next billing date to prevent the next renewal charge. Under the standard terms, a cancellation received before the month ends stops all further charges.
Cancellation after renewal. If a subscription has already renewed, cancellation prevents the following renewal rather than reversing the billing period already started, unless:
- the applicable subscription terms provide otherwise;
- Omvora approves a refund; or
- a refund is required by applicable law.
Customers should submit cancellation requests as soon as they decide to discontinue a subscription.
10. Duplicate or Incorrect Payments
If a customer is charged more than once for the same transaction, Omvora will verify the transaction and refund the duplicate amount in full.
If a payment was made in error, the customer should contact Omvora promptly with the relevant transaction details.
Refunds remain subject to verification of the transaction and the payment method used.
11. Failed, Reversed or Unsuccessful Payments
A payment may appear as debited, pending, failed, reversed or completed depending on the payment provider, bank or payment network.
A payment that is debited but does not reach us is returned automatically by the payment provider or your bank, usually within 5 to 7 working days, within the turnaround times the Reserve Bank of India sets for failed transactions. Where a bank misses those times, the RBI’s rules may entitle you to compensation from it.
If a transaction fails but funds appear to have been debited:
- allow the payment provider or bank’s normal reversal process to complete;
- retain the transaction reference;
- contact Omvora if the amount has not come back within that time; and
- provide the transaction reference so that we can chase it with the payment provider.
12. Refunds for Omvora’s Failure to Deliver
If Omvora materially fails to provide a paid service in accordance with the applicable written agreement, the customer should first contact Omvora so that the issue can be investigated and, where appropriate, remedied.
Depending on the nature of the issue and the applicable agreement, possible remedies may include:
- correction;
- re-performance;
- completion of outstanding work;
- service credits;
- rescheduling;
- partial refund; or
- termination and refund where applicable.
In any event, the standard terms apply: a project stage we cannot deliver as scoped is refunded in full, and a subscription that has not started within 30 days of the first payment for reasons on our side has its first month refunded in full.
Nothing in this Policy removes any mandatory remedy available to a consumer under applicable law.
13. Third-Party Service Failures
Some Omvora services may depend on third-party platforms or infrastructure, including:
- messaging platforms;
- social media platforms;
- AI providers;
- cloud infrastructure;
- payment providers;
- hosting providers;
- APIs;
- app stores; or
- other external services.
A third-party outage, suspension, policy change, API change, account restriction, rate limit or other external event may affect the operation of an Omvora service.
Where a service depends materially on a third-party platform, the applicable commercial agreement may define how such dependencies are handled.
Third-party fees already incurred on behalf of a customer are not automatically refundable merely because the third-party service later becomes unavailable, unless the applicable agreement or applicable law provides otherwise.
14. Third-Party Platform Charges
Some services may involve third-party charges such as:
- messaging fees;
- API usage;
- cloud infrastructure;
- software licences;
- platform subscriptions;
- app-store fees;
- domain or hosting costs; or
- payment-processing charges.
Where these costs are charged to or incurred on behalf of a customer, the quotation or agreement identifies them before you commit, wherever reasonably practicable.
If a third-party provider has already charged or retained a fee, Omvora may not be able to reverse that charge. Any refund of such amounts depends on the third party’s own refund rules and the applicable agreement with the customer.
15. Clinic and Patient Payments
Omvora may provide administrative software or workflows for clinics and healthcare organisations.
Where a clinic uses Omvora software to facilitate or record a patient payment, the payment is between the patient and the clinic or healthcare provider, unless the applicable service specifically states otherwise. The clinic’s own refund policy, linked from every receipt, applies to it.
Omvora does not become the seller of the clinic’s medical services because its software facilitates an administrative payment workflow.
Requests relating to:
- medical consultation fees;
- treatment charges;
- cancelled or missed appointments;
- clinic-specific refunds;
- diagnostic services;
- medicines;
- procedures; or
- other healthcare charges
should be directed to the relevant healthcare provider, unless the transaction documentation expressly identifies Omvora as the party responsible for the transaction.
Nothing in this section limits any mandatory consumer or patient rights.
16. Refund Method
Where a refund is approved, Omvora returns the eligible amount to the original payment method, through our payment provider. Payments made by bank transfer are refunded to the account on the invoice.
If the original payment method cannot receive the refund, Omvora may ask for the information needed to process an alternative refund method.
Omvora will not request unnecessary payment credentials or authentication secrets. Never send passwords, card PINs, CVV numbers or one-time passwords to Omvora by email or through a support request.
17. Refund Processing Time
Standard terms. An approved refund reaches you within 7 to 14 working days of approval. We initiate it through our payment provider promptly after approval; any time beyond that is taken on the payment gateway’s or bank’s side.
The final crediting of funds to your account depends on:
- the payment provider;
- acquiring bank;
- issuing bank;
- payment network;
- payment method;
- transaction type; and
- banking holidays or processing schedules.
Those steps are outside our control; if a refund has not reached you within 14 working days of approval, tell us and we will chase it with the payment gateway and give you the refund reference.
Where a shorter refund-processing period is required by applicable law or stated in the applicable commercial agreement, that period applies.
18. How to Request a Refund or Cancellation
Email hello@omvoramedia.com, preferably from the address on your invoice, with the invoice number. We acknowledge within 2 working days and give you our decision within 30 days.
Please include, where available:
- customer name;
- business or organisation name;
- email address used for the purchase or account;
- invoice or order number;
- payment or transaction reference;
- service or subscription name;
- date of payment;
- reason for the request; and
- any supporting information relevant to the request.
Do not include:
- card numbers;
- CVV;
- passwords;
- OTPs;
- API keys; or
- other authentication secrets.
We may request reasonable information necessary to verify the transaction and prevent fraud or unauthorised refunds.
19. Refund Review
Where a refund request requires review, Omvora may consider:
- the applicable commercial agreement and the standard terms;
- whether the service has commenced;
- work already completed;
- deliverables already provided;
- third-party costs already incurred;
- subscription period already used;
- the reason for cancellation;
- payment status;
- whether a duplicate or erroneous payment occurred;
- whether the service was materially unavailable or deficient;
- applicable consumer rights; and
- other relevant facts.
Refund decisions will be made according to the applicable agreement and applicable law.
A refund request will not be rejected merely because it does not fit a pre-defined category if applicable law provides a relevant right or remedy.
20. Non-Refundable Items
An amount is non-refundable only where this is clearly stated in the applicable commercial terms or the standard terms and is legally permissible.
Examples may include certain:
- third-party fees;
- licences purchased specifically for the customer;
- completed services;
- completed milestones or stages;
- approved expenses; or
- other costs expressly identified in the applicable agreement.
A “non-refundable” provision does not override mandatory consumer rights or other applicable law.
21. Taxes and Refunds
Where a refund is processed, the treatment of taxes, fees and other charges will depend on:
- the original invoice;
- applicable tax law;
- the nature of the transaction;
- whether the service was supplied;
- the applicable refund amount; and
- the applicable accounting treatment.
Where GST was charged on an amount that is refunded, Omvora issues a credit note and refunds the GST with it, as GST law allows.
22. Promotional Offers, Discounts and Credits
Promotional offers, discounts, credits or introductory pricing may have specific conditions.
Unless otherwise stated:
- discounts do not create a separate cash entitlement;
- promotional credits may be subject to expiry;
- unused promotional value may not be refundable; and
- a refund on a discounted service is calculated on the amount actually paid, under the applicable promotional terms.
Any specific promotional refund condition will be disclosed with the relevant offer. Promotional terms do not override mandatory legal rights.
23. Subscription Upgrades and Downgrades
Where a SaaS product supports upgrades or downgrades, the applicable subscription terms will specify how billing adjustments are handled.
Depending on the billing system, an upgrade or downgrade may result in:
- immediate additional billing;
- prorated billing;
- credit toward a future billing period;
- effect at the next renewal; or
- another clearly disclosed billing arrangement.
The subscription terms shown to you at the time of the change govern it.
24. Account Suspension Does Not Automatically Create a Refund
Where a customer’s account or service is suspended because of:
- violation of applicable terms;
- misuse;
- unlawful activity;
- security concerns;
- unauthorised access;
- fraud; or
- other grounds permitted by the applicable agreement,
a refund is not automatically created solely by the suspension.
Any refund entitlement will depend on the applicable agreement and applicable law, and mandatory consumer rights are unaffected.
25. Customer Cancellation for Convenience
A customer may request cancellation of a service at any time where the standard terms or the applicable agreement permit it.
Cancellation for convenience does not automatically create a full refund.
For a subscription, cancellation stops future charges from the end of the current month, under the standard terms.
For a custom project or implementation, cancellation is governed by the stage, notice, work-completed and cost provisions of the standard terms and the applicable agreement.
26. Refunds and Consumer Rights
Nothing in this Policy is intended to exclude, restrict or waive rights or remedies that cannot lawfully be excluded, restricted or waived.
Where consumer-protection law applies to a transaction, those statutory rights remain available, including the redress mechanisms of the Consumer Protection Act, 2019: the National Consumer Helpline (1915) and the Consumer Commissions.
Where Omvora provides services through an electronic or digital network in circumstances covered by the Consumer Protection (E-Commerce) Rules, 2020, Omvora operates the relevant transaction and refund process in accordance with those Rules.
27. Changes to a Service Before Delivery
If Omvora needs to materially change a service before delivery because of technical, legal, security or third-party platform requirements, Omvora will tell you about the change before delivery wherever reasonably practicable.
Where the change materially affects what you bought, we will first offer you a way to keep the service working, and you choose:
- an equivalent alternative — a replacement feature, channel or approach that does the same job to at least the same standard, at no extra cost;
- an adjusted scope — the service as changed, with the price reduced in proportion to what is no longer provided; or
- cancellation of the affected part — with a refund of the amount paid for it, if neither of the above suits you.
Until you choose, the unaffected parts of the service continue. Where the applicable agreement provides a different remedy, it applies to the extent it is not less favourable to you.
28. Cancellation by Omvora
Omvora may cancel or decline to commence an engagement where reasonably necessary because of:
- legal or regulatory requirements;
- inability to provide the agreed service;
- security concerns;
- third-party platform restrictions;
- fraudulent activity;
- non-payment;
- material breach of the applicable agreement;
- inaccurate or unauthorised information; or
- another legitimate operational or contractual reason.
Where Omvora cancels a paid service for reasons attributable to Omvora, the amount paid for the part not delivered is refunded.
Where cancellation results from the customer’s breach, the applicable commercial agreement will determine the financial consequences.
Mandatory legal rights remain unaffected.
29. Fraudulent or Unauthorised Transactions
If you believe a transaction was made without your authorisation, contact Omvora as soon as possible and also contact your bank or payment provider.
Omvora may investigate suspected fraudulent or unauthorised transactions and may request reasonable information necessary to verify the transaction.
We may delay a refund while a transaction is being investigated where reasonably necessary to prevent fraud or duplicate reimbursement, and we will tell you if we do.
30. Chargebacks and Payment Disputes
Customers should contact Omvora first where they believe a transaction was incorrect or a refund is due, so that the matter can be investigated and resolved where possible.
This does not prevent a customer from exercising any lawful rights available through their bank, payment provider or applicable dispute-resolution mechanism.
If a chargeback is initiated, Omvora may provide the payment provider with relevant transaction records necessary to respond to the dispute, subject to applicable law and privacy requirements.
31. No Double Recovery
Where Omvora has already refunded an amount, a customer should not seek a second recovery of the same amount through another channel.
If a payment provider, bank or card issuer independently reverses a transaction after Omvora has already issued a refund, Omvora may recover the duplicate amount in accordance with applicable law.
32. Privacy During Refund Requests
Information provided in connection with a refund or cancellation request will be handled in accordance with Omvora’s Privacy Notice.
We will request only information reasonably necessary to:
- identify the transaction;
- verify the requester;
- investigate the request;
- process the refund;
- prevent fraud;
- maintain financial records; or
- comply with applicable legal obligations.
33. Updates to This Policy
We may update this Policy as our services, payment systems, legal requirements or business model develop. When this Policy changes, we will update the version number and “Last updated” date.
A transaction is governed by the version of this Policy in force when you paid, together with any later change that is required by law or that is more favourable to you.
Material changes will be communicated through an appropriate method where required.
34. Contact Us
For refund, cancellation or payment questions:
Omvora Media & Automation Registered partnership firm Hawal, Srinagar, Jammu & Kashmir 190011, India
- Refunds, cancellations and general enquiries: hello@omvoramedia.com
- Privacy: privacy@omvoramedia.com
- Phone: +91 90040 22222 (Monday to Saturday, 10 am to 7 pm IST)
- Grievance Officer: Mr Mujtaba Mirza
When contacting us about a payment, please include the transaction or invoice reference where available. Do not send card numbers, CVV numbers, passwords or OTPs.
35. Governing Law
This Policy is governed by the laws of India, subject to applicable mandatory consumer-protection, payment, tax and other statutory rights.
Subject to applicable law, the courts at Srinagar, Jammu & Kashmir have jurisdiction over disputes under it.
Nothing in this Policy excludes a mandatory statutory forum, consumer remedy or legal right, including a consumer’s rights under the Consumer Protection Act, 2019.
Omvora Media & Automation · Refund & Cancellation Policy — Version 1.0 · Effective date: 23 September 2026 · Last updated: 23 September 2026