Refund & Cancellation Policy
A transparent, milestone-based policy explaining how NextGeen assesses cancellations, calculates prorated refunds, and resolves payment anomalies across India.
This document reflects NextGeen's actual business practices, service packages, and payment workflows. Please review these terms carefully. If you require custom enterprise agreements, reach out to our legal support desk.
NextGeen provides professional custom digital engineering and design services for small businesses and local shops. We operate transparently and do not enforce arbitrary “strictly all sales are non-refundable” rules. Every request is reviewed based on completed work milestones, legitimate disclosed deductions, and applicable Indian consumer protection standards.
1. Policy Philosophy & Legal Standards
NextGeen believes in clear, honest business relationships with shop owners across India. Unlike mass-manufactured retail goods that can simply be returned to a shelf, web development and digital branding involve personalized labor, server provisioning, domain allocations, and creative time.
Our refund and cancellation framework operates on a fair, milestone-based system that protects customers who experience genuine issues or duplicate charges, while compensating our technical and design teams fairly for work completed. Nothing in this policy is intended to limit or exclude statutory rights available to consumers under applicable Indian law.
2. Cancellation Before Project Work Begins
If you decide to cancel your order before our team has commenced discovery calls, architecture planning, catalogue design, or domain registration:
- We assess your cancellation request promptly upon receipt.
- You will receive a refund of the eligible amount, accounting strictly for legitimate, disclosed, and legally permissible deductions.
- Permissible deductions include non-recoverable payment gateway transaction charges levied by the payment processor (typically 2% to 3% charged by Razorpay) and any non-recoverable third-party expenses already incurred with your written approval (such as a registered custom domain name).
- NextGeen does not levy arbitrary administrative cancellation penalties.
3. Milestone-Based Review After Work Starts
Once project production has begun, cancellation is evaluated on an objective, milestone-by-milestone basis rather than applying arbitrary percentages:
- Review of Completed Work: We review the project logs to verify completed stages: requirement collection, wireframe drafting, catalogue data entry, graphic asset creation, or staging deployment.
- Assessment of Delivered Deliverables: Any completed and transferred digital files (such as approved logo artwork, visiting card files, or product photos formatted) remain the client's property for commercial use.
- Fair Calculation of Unexpended Balance: We calculate any refund fairly by deducting actual labor hours invested, direct operational costs incurred, and non-recoverable third-party fees from the total package price.
- Clear Communication of Reasoning: NextGeen provides a transparent, itemized written explanation of the refund calculation to the client before issuing the credit.
4. Post-Delivery Review & Defect Resolution
NextGeen does not declare all completed projects automatically non-refundable without fair inquiry:
- Individual Defect Assessment: If a customer reports substantial defects, technical non-conformance with package inclusions, or undelivered deliverables following handover, our operations manager reviews the case individually.
- Right to Rectification: Our first commitment is prompt remediation—resolving technical bugs, fixing catalogue data, or completing missed deliverables at zero additional charge.
- Fair Financial Resolution: If a mutual resolution cannot be reached and undelivered items or documented service defects cannot be cured, a fair partial or full refund will be determined in accordance with applicable consumer rights.
5. Duplicate, Pending & Failed Payments
Online transactions through Razorpay are audited server-side. Payment anomalies are resolved as follows:
If an accidental double-charge occurs for the same Order Reference, we verify both transactions against Razorpay gateway logs and initiate a refund of the confirmed duplicate charge directly to the customer's original payment method.
If money was debited from your bank or UPI app but the website shows pending due to a network disruption, we verify the gateway status with Razorpay before making claims. Confirmed debits are reconciled automatically via secure webhook.
If Razorpay or your bank marks a payment as failed, NextGeen has received no funds. Any temporary bank authorization hold is automatically cleared and reversed to your account by your issuing bank according to standard banking cycles.
We do not promise an unrealistic “automatic 24-hour reversal” or fixed bank credit date without gateway verification, as inter-bank clearing speeds depend entirely on the customer's financial institution.
6. Refund Request Procedure
To submit a cancellation or refund inquiry, follow these straightforward steps:
- Order Reference Number: The unique ID formatted as
NG-YYYYMMDD-XXXX. - Customer Name & Business Name: As entered on the original checkout form.
- Registered Mobile Number or Email: Associated with the order record.
- Razorpay Payment ID: Available on your verified payment receipt (e.g.,
pay_xxxxxxxxxxxxxx). - Detailed Explanation: A clear statement of the reason for cancellation or defect report.
7. Internal Processing vs. Bank Settlement Timelines
We distinguish NextGeen's internal verification from payment provider and bank settlement:
Our operations team assesses project milestones, reviews payment logs, and processes approved refund instructions through the Razorpay gateway dashboard within 2 to 4 business days of complete request receipt.
Once initiated via Razorpay, funds typically take 5 to 10 banking days to reflect in your original payment source (UPI, Debit/Credit Card, or Netbanking), depending on the NPCI switch and your issuing bank. NextGeen cannot accelerate bank clearing cycles.
8. Disclosed Third-Party Costs & Domain Fees
Certain third-party fees incurred during project execution are legally non-recoverable:
- Custom Domain Registrations: Once a domain (.com, .in, .shop) is registered with ICANN/registry authorities on your behalf, domain registries do not refund registration fees. The domain ownership remains with the client.
- Consumed Cloud Services: Third-party hosting or compute services already consumed during active deployment.
9. Refund & Cancellation Support Desk
NextGeen Support Desk
Email: nextgeen.info@gmail.com
Direct Helpline & WhatsApp: +91 99706 20864
Location: Pune, Maharashtra, India
Support Hours: Monday – Saturday, 9:00 AM – 8:00 PM IST
Need Assistance with This Policy?
Our business and compliance desk is available Monday – Saturday, 9:00 AM – 8:00 PM IST.