Refund & Cancellation Policy

1. Purpose and Scope

This Refund & Cancellation Policy applies to BFSI & Enterprise services provided by Brandigo Private Limited through www.brandigo.in and through any Master Service Agreement (MSA), Purchase Order (PO), Statement of Work (SOW), Data Processing Agreement (DPA), or other written commercial document. It is intended for B2B clients including banks, financial institutions, fintech companies, payment aggregators, NBFCs, and enterprise clients.

2. Contractual Priority

If this Policy conflicts with any executed MSA, PO, SOW, or other written agreement, the signed commercial document shall prevail. No verbal or informal commitment by any Brandigo representative shall be binding unless confirmed in writing by Brandigo.

3. Service-Based Engagements

Brandigo provides managed services including merchant management solutions, payment infrastructure management, field operations, IT and digital services, printing and branded collateral, compliance and audit services, and logistics and last-mile delivery. Because these services are customised, milestone-based, manpower-based, or procurement-linked, cancellations and refunds are assessed according to the stage of work completed, costs incurred, and contractual obligations already undertaken.

4. Cancellation by Client Before Commencement

A Client may request cancellation before commencement of work by sending written notice to contact@brandigo.in. Where no work has commenced, no procurement has been initiated, and no third-party commitments have been made, Brandigo may cancel the engagement and refund any eligible advance after deducting applicable administrative, payment gateway, banking, tax, documentation, or onboarding charges.

5. Cancellation After Commencement

Once work has commenced, including planning, resource allocation, field deployment, development, printing, procurement, logistics, data processing, integration, configuration, or third-party coordination, fees shall be payable for work completed and costs incurred up to the cancellation date. Brandigo may also recover committed third-party costs, non-cancellable procurement, manpower allocation charges, logistics charges, and other expenses incurred in reliance on the engagement.

6. Non-Refundable Items

The following are non-refundable unless expressly agreed otherwise in writing: completed service milestones; setup, onboarding, discovery, documentation, consulting, audit, configuration, and integration work; customised collateral, branded materials, or manufactured items; procurement, warehousing, kitting, packaging, and logistics costs already incurred; field visit, deployment, installation, maintenance, survey, retrieval, or manpower costs; taxes, statutory charges, payment gateway fees, banking charges, and third-party platform charges; and any service or deliverable accepted by the Client or deemed accepted under the applicable agreement.

7. Refund Eligibility

Refunds, where applicable, are limited to amounts paid for undelivered and cancellable portions of the engagement, after deduction of charges for completed work, committed costs, applicable taxes, and expenses. Refund eligibility shall be reviewed against the applicable MSA, PO, SOW, invoice, delivery status, acceptance records, and communication history.

8. Defects, Service Issues, and SLA Remedies

The Client must promptly notify Brandigo of any defect, non-conformance, or service issue within the timelines specified in the applicable agreement. Brandigo will be given a reasonable opportunity to investigate and cure the issue. Where Service Level Agreements (SLAs) apply, SLA credits or remedies shall be only as expressly set out in the applicable MSA or SOW and shall constitute the Client's sole remedy for service performance failures unless otherwise agreed in writing.

9. Termination for Breach

Either party may terminate an engagement for material breach by the other party upon 30 days' written notice if the breach remains uncured within that period. Brandigo may suspend or terminate access to the portal and/or services immediately upon notice if the Client breaches payment obligations, engages in fraudulent or unlawful conduct, or takes action that may harm Brandigo or third parties. Upon termination, all outstanding fees shall become immediately payable.

10. Refund Process and Timeline

Refund requests must be submitted in writing to contact@brandigo.in with invoice details, PO/SOW reference, reason for refund, bank details, and supporting documents. Brandigo will review the request and respond within a commercially reasonable period, generally within 30 days of receiving all required information. Approved refunds will be processed to the original payment method or designated bank account, subject to banking timelines and statutory requirements.

11. Taxes and GST

Refunds involving GST or other taxes shall be handled in accordance with applicable tax laws, credit note procedures, and invoice correction requirements. The Client is responsible for providing accurate GSTIN, registered entity name, and bank details. Brandigo shall not be responsible for delays or losses caused by incorrect information provided by the Client.

12. Contact

For cancellation or refund requests, contact: Grievance Officer: Vijay Gaikwad | Email: contact@brandigo.in | Address: Brandigo Private Limited, Plot No. D-222/20, MIDC Shirvane, Nerul, Navi Mumbai – 400706 | Response Time: Within 30 days of receipt of request.