Refund & Cancellation Policy

This policy applies to all commercial transactions with M&J Astrexa Private Limited including:

• Professional services engagements (consulting, development, managed services)
• Software product subscriptions (including Astrexa Simplix when commercially available)
• Early access programme fees, if applicable
• Training, workshops, and advisory retainer arrangements

This policy does not apply to third-party services or tools procured on your behalf by Astrexa — those are subject to the respective vendor's refund terms.

General principle

Professional services fees compensate for time, expertise, and resources committed to your engagement. Once work has commenced, fees for delivered work are generally non-refundable unless there has been a material failure to deliver as agreed.

Eligible refund scenarios

• Pre-commencement cancellation: If you cancel a confirmed engagement before work begins, any advance payments are refundable less a 10% administrative fee to cover scoping and resourcing costs already incurred
• Material non-delivery: If Astrexa fails to deliver agreed deliverables as specified in the statement of work and is unable to remedy the failure within a reasonable cure period (not less than 14 days), you may request a proportionate refund for undelivered work
• Duplicate billing: If you are charged more than once for the same service, the duplicate charge will be refunded in full within 5 business days of verification

Non-refundable scenarios

• Work that has been delivered and accepted (explicitly or implicitly through continued use)
• Engagements cancelled mid-project after significant work has been completed — fees for completed milestones are retained
• Delays or failures caused by your failure to provide timely inputs, approvals, or access to required resources
• Costs associated with third-party licences, tools, or services procured specifically for your engagement

Refund requests for professional services must be submitted in writing to billing@astrexa.com within 30 days of the invoice date or delivery of the disputed work, whichever is later.

When Astrexa Simplix and other software products become commercially available under a subscription model, the following terms will apply:

Monthly subscriptions

• Monthly subscription fees are billed in advance and are non-refundable for the current billing period
• Cancellation takes effect at the end of the current billing period; you retain access until that date
• No partial-month refunds are issued

Annual subscriptions

• Annual subscriptions are billed in advance for 12 months
• Cancellation within 14 days of the initial purchase date qualifies for a full refund (cooling-off period)
• After 14 days, annual fees are non-refundable; however, you retain access for the remainder of the paid term
• Renewals are non-refundable once processed; you may disable auto-renewal at any time before the renewal date

Service credits

If the platform fails to meet its documented service level agreement (SLA) in any given month, you may be eligible for service credits as specified in your subscription agreement. Credits are applied to future invoices and are not redeemable for cash.

Participation in Astrexa Early Access programmes (such as Astrexa Simplix Early Access) is provided free of charge during the current early access period. No payment is collected during this phase, and accordingly, no refund terms apply.

If a paid early access tier is introduced in future, specific refund terms for that tier will be communicated clearly at the point of purchase and will comply with this policy.

Professional services

To cancel a professional services engagement, you must provide written notice to your account manager or to billing@astrexa.com. Cancellation notice periods are typically specified in your engagement agreement (commonly 30 days). Fees for work completed up to the effective cancellation date are payable in full.

Software subscriptions

You may cancel a software subscription at any time from your account settings or by contacting billing@astrexa.com. Cancellations are effective at the end of the current billing period. Upon cancellation, your data is retained for 90 days and then permanently deleted unless you request earlier deletion.

If you believe you have been incorrectly charged, please follow these steps:

• Contact us at billing@astrexa.com within 30 days of the invoice date, clearly stating the amount in dispute and the reason
• Include your account name, invoice number, and any supporting documentation
• We will acknowledge your dispute within 3 business days and aim to resolve it within 15 business days
• During investigation, disputed amounts will not be escalated to collections

Chargebacks initiated without first contacting Astrexa may result in suspension of your account pending resolution. We strongly encourage direct resolution before involving your payment provider.

Approved refunds are processed as follows:

• Refunds are returned to the original payment method used for the transaction
• Credit card refunds typically appear within 5–10 business days, depending on your card issuer
• Bank transfer refunds are processed within 7 business days
• You will receive an email confirmation once the refund has been initiated
• Currency conversion differences arising from exchange rate fluctuations at time of refund are not compensable

To initiate a refund request, email billing@astrexa.com with your invoice number, the amount requested, and the reason for the request. Our team will review and respond within 5 business days.

Nothing in this Refund & Cancellation Policy limits or excludes any rights you may have under applicable consumer protection or statutory law. In jurisdictions where statutory cooling-off periods or mandatory refund rights apply, those rights take precedence over any conflicting terms in this policy.

If you are contracting as a consumer (rather than a business), additional statutory protections may apply to you under the laws of your jurisdiction.

For billing enquiries, refund requests, or cancellations, please contact our billing team:

Business hours: Monday to Friday, 9:00 am – 6:00 pm IST. We aim to respond to all billing enquiries within 2 business days.