Refund and Cancellation Policy

1. Scope and Contracting Entity

This Policy applies to all Services purchased from Springwood Digital Labs Private Limited (CIN: U72900MP2021PTC057776), a company incorporated under the Companies Act, 2013 and registered in India, operating under the brand name Propel ("Propel," "we," "us," or "our"). Springwood Digital Labs Private Limited is the entity that raises invoices, receives payment, and issues any refunds due under this Policy. This Policy should be read together with our Terms and Conditions and the Statement of Work ("SOW") or service agreement governing your engagement. Where this Policy and a signed SOW conflict, the SOW prevails.

All payments are collected by, and all approved refunds are issued by, Springwood Digital Labs Private Limited. Refunds are returned to the original payment method and in the original currency of payment.

2. 30-Day Money-Back Guarantee

Propel offers a 30-day money-back guarantee on qualifying new client engagements. If, within thirty (30) days of the engagement start date set out in your SOW, you are not satisfied with the Services delivered, you may request a refund of the fees paid for that first thirty-day period. The guarantee applies once per client and only to the first engagement entered into with us. It does not apply to renewals, extensions, expansions of scope, or subsequent Statements of Work.

• The request must be made in writing within thirty (30) days of the engagement start date stated in your SOW.
• The guarantee applies once per client, to the first engagement only, and does not cover renewals, extensions, or expanded scope.
• You must have provided the access, assets, approvals, and information reasonably required for us to deliver the Services.

3. Cancelling a Retainer or Ongoing Engagement

Retainer and ongoing engagements may be cancelled by either party by giving written notice in accordance with the notice period stated in your SOW. Where no notice period is specified, thirty (30) days' written notice applies. Fees for the notice period remain payable. Cancellation does not entitle you to a refund of fees for work already performed, or for the current billing period once that period has begun, except where the 30-day money-back guarantee applies. On receipt of all amounts due, we will deliver all completed work product and provide a reasonable handover.

4. Non-Refundable Fees

The following are non-refundable: fees for Services already delivered or work already performed; onboarding, setup, audit, and migration fees once that work has commenced; third-party costs incurred on your behalf, including platform licences, subscription fees, data enrichment credits, and media spend; fees for any billing period that has already commenced, other than under the 30-day money-back guarantee; and Goods and Services Tax (GST) and other statutory taxes already remitted to the relevant authority, which will be adjusted only in accordance with applicable law. Free tools, calculators, templates, and educational resources published on our website are provided at no cost and carry no refund entitlement.

5. How to Request a Refund or Cancellation

All refund and cancellation requests must be submitted in writing to [email protected] from the email address associated with your account, copying your Propel point of contact. Please include your company name, the invoice number or numbers concerned, the SOW reference, and the reason for the request. We will acknowledge your request within three (3) business days and confirm our decision in writing within ten (10) business days of receiving all information reasonably required to assess it.

1. Send a written request to [email protected] from your registered email address, copying your Propel point of contact.
2. Include your company name, the relevant invoice numbers, the SOW reference, and the reason for the request.
3. We acknowledge within three (3) business days and confirm our decision in writing within ten (10) business days.

6. Refund Processing, Disputes and Contact

Approved refunds are processed within ten (10) business days of approval and are returned to the original payment method used for the transaction, in the original currency of payment. The time taken for funds to appear in your account depends on your bank, card issuer, or payment provider, and typically takes a further five (5) to ten (10) business days for domestic payments and up to fifteen (15) business days for international payments. Bank charges, payment gateway fees, foreign exchange conversion differences, and similar transaction costs are non-refundable and may be deducted from the refunded amount.

We ask that you contact us directly before raising a chargeback or payment dispute with your bank or card issuer, so that we can resolve the matter with you. Raising a chargeback while a refund request is under review may delay resolution. Any dispute arising out of or in connection with this Policy shall first be subject to good-faith negotiation for thirty (30) days, failing which the courts at Bengaluru, Karnataka shall have exclusive jurisdiction. This Policy is governed by and construed in accordance with the laws of India.

We may update this Policy from time to time, and the version in force at the date of your SOW governs that engagement. For any question about refunds, cancellations, or billing, contact: Springwood Digital Labs Private Limited (operating as Propel), CIN: U72900MP2021PTC057776. Registered Office: 91, Vasudev Nagar, Indore, Madhya Pradesh 452007, India. Corporate Office: 2nd Floor, 14th Main, HSR Layout, Bengaluru, Karnataka 560102, India. Email: [email protected]. Website: www.trypropel.ai.