Legal

Refunds and Cancellation

Version 1.3. Effective October 22, 2026.

You can cancel a product order at any time. What you get back depends on how far the work has gone. Before your build starts, you get a full refund of the build price, less any payment-processing fees we cannot recover. After the build starts and before we deliver it for your review, you get 50% of the build price. After delivery for review, there is no refund, but we fix any defects against the Scope Card free of charge during the acceptance window. If we miss a delivery date for reasons within our control, you get a set remedy. Maintenance can be cancelled at any time and ends at the close of the month you have paid for. Monthly services have a 3-month minimum term paid upfront. To ask for a refund, email hello@upmarklabs.com with your order number.

1. Who we are

This website is operated by UPMARK, a sole proprietorship owned by Amit Govil, trading as Upmark Labs, 3/3 B, Saket Nagar, Bhopal, Madhya Pradesh 462024, India (“we”, “us”, “our”). In this policy, “you” and “your” mean the business that places the order.

2. About this policy

2.1 What this policy covers

This policy explains when you can cancel and what we refund for:

products bought from our online store, including Core products, Industry Editions, Integration Editions, websites and one-off services;
add-ons and bundles;
Express and Rush delivery premiums;
Change Quotes; and
maintenance and monthly services.

Discovery requests made through “Ask an expert” are free, so no refund applies to them.

2.2 How this policy fits with our other documents

This policy forms part of our Terms of Use. If this policy and the Terms of Use conflict on a refund or cancellation question, this policy applies. Delivery times, the intake process and the 72-hour rule are explained in Delivery and intake. How maintenance is priced is explained on Maintenance. How we handle personal data, including the order records mentioned in section 14, is explained in our Privacy Policy.

2.3 Business customers only

We sell to businesses only. Our products are not sold to consumers. The person who places an order confirms that they have authority to bind the business. This policy does not limit any right that cannot be limited under the law that applies to your order.

2.4 Which version applies

When you place an order, you agree to the version of this policy published at that time. We store the accepted version on your order. That version continues to apply to that order, even if we publish a new version later.

3. Key terms

In this policy, these words have the following meanings:

Build price: the price you paid for a product, including any add-ons bought with it and after any bundle discount. It does not include an Express or Rush premium, a Change Quote, maintenance, taxes, or third-party running costs.
Express or Rush premium: the amount you paid above the Standard price for the product to get a faster delivery speed.
Scope Card: the summary on each product page of what is included, what you must provide, and what is excluded. The Scope Card in force when you placed your order is the contract scope.
Intake: the checklist of information, files and system access we need from you to build your product.
Intake verified: the point at which every intake checklist item has been received and we have confirmed that the access you gave us works. The build starts the working day after this point.
Build started: the working day after intake is verified.
Delivery for review: the point at which we tell you the product is ready for you to review. On your order, this is the “customer review” status.
Acceptance window: the 5 working days after delivery for review in which you can report defects against the Scope Card.
Defect: a way in which the delivered product does not match the Scope Card.
Working day: Monday to Friday, excluding public holidays at our place of business.
Change Quote: a written quote for work outside the Scope Card.
Payment-processing fees: fees charged by the payment provider for taking your payment.

4. Cancelling a product order: refunds by stage

You can cancel a product order at any stage. The refund depends on the stage your order has reached when we receive your cancellation request. Your order status in your account on our website shows the current stage.

Stage	Order statuses	What you get back
Before intake is verified (build not started)	Paid, Intake pending	Full refund of the build price and any Express or Rush premium, less any payment-processing fees the payment provider does not return to us.
After the build has started and before delivery for review	Build, Connect, Testing	50% of the build price. The Express or Rush premium is not refunded (see section 5).
After delivery for review	Customer review, Live, Support	No refund. Your remedy is correction of defects against the Scope Card, reported within the acceptance window (see section 4.2).

4.1 Why refunds reduce as work progresses

Once the build starts, we commit time to your project and start configuring your systems. The refund levels above reflect that work.

4.2 After delivery for review

After we deliver your product for review, you have 5 working days to report defects against the Scope Card. We fix reported defects free of charge. If you report nothing within the acceptance window, the delivery is accepted and post-launch support starts. Post-launch support covers fixing defects and answering questions for the number of days shown on the Scope Card. Requests for new features or anything outside the Scope Card are not defects. They are handled through a Change Quote.

5. Express and Rush premiums

If you cancel before the build starts, the premium is refunded with the build price, as shown in section 4.
Once the build starts, the premium is non-refundable.
If we miss the Express or Rush delivery date for reasons within our control, we refund the premium over the Standard price automatically. You do not need to ask.

6. If we miss a delivery date

6.1 Standard delivery

Delivery times are ranges of working days. A delivery date is the last day of the range shown when you bought, moved by any of the causes in section 8 of our Terms of Use (including public holidays, technical issues outside our control and events beyond our control). It counts as missed only after that day.

If we miss a Standard delivery date for reasons within our control, we extend your post-launch support by the number of working days we were late. Instead of the extension, you may ask for a credit of 10% of the build price. You can use the credit toward future orders or maintenance.

6.2 Express and Rush delivery

If we miss an Express or Rush delivery date for reasons within our control, we refund the premium as set out in section 5.

6.3 Delays that do not count

The remedies in this section do not apply to delays caused by:

late, missing, incomplete or incorrect intake information or access, including delivery date changes under the 72-hour rule described in Delivery and intake;
your third-party providers, such as your CRM, helpdesk, store, telephony, WhatsApp or AI model providers; or
Change Quotes, whose time is added to the delivery date.

7. If intake is not completed

We need your intake information and access to start the build. If intake is still not complete:

30 days after your order: we pause the order and tell you.
60 days after your order: if you have not responded to our notices, we may cancel the order. If we do, we refund 50% of the build price.

You can cancel at any time before this under section 4. While intake is not verified, the build has not started, so the full refund in section 4 applies.

8. Add-ons and bundles

8.1 Add-ons

An add-on follows the rules of the product it was bought with or for (the parent product). Its refund is based on the stage the parent product has reached.

8.2 Bundles

A bundle is two or more products delivered as one project at a stated discount. We apply the rules in this policy to the bundle as one project, not to each product separately. The stage of the bundle and the refund are based on the whole project, and refunds are calculated on the bundle price you paid after the discount.

9. Change Quotes

When you ask for work outside the Scope Card, we send a written Change Quote. Change Quote work starts only after you accept and pay the quote.

Before the Change Quote work starts, you can cancel it for a full refund of the amount paid for it.
After the Change Quote work starts, the stage rules in section 4 apply to the Change Quote amount: 50% before that work is delivered for review, and no refund after it is delivered for review.

10. Maintenance and monthly services

10.1 Maintenance

Maintenance is optional and billed monthly.
You can cancel at any time. Cancellation takes effect at the end of the current paid month.
We do not give refunds for part of a month.
Unused hours do not roll over to the next month and are not refunded.

How maintenance is priced is explained on Maintenance.

10.2 Monthly services

Monthly services, such as social media management or SEO, have a 3-month minimum term that is paid at checkout.
If you cancel before onboarding starts, you get a full refund, less any payment-processing fees we cannot recover.
Once onboarding starts, the minimum term is not refundable. If we do not deliver a month’s agreed deliverables for reasons within our control, we refund or credit that month, at your choice.
After the minimum term, you can cancel with effect from the end of any paid month. We do not give refunds for part of a month.
We do not refund on the basis of rankings, followers, traffic, leads or sales, because these depend on factors outside our control.

11. Costs we cannot refund

Some costs are not paid to us, so we cannot refund them:

Third-party running costs: AI model usage (including during build and testing), call minutes, WhatsApp conversation fees, hosting and software plans. These are billed by those providers directly to your own accounts. Any refund of these costs is a matter between you and the provider.
Your bank and transfer fees: fees charged by your bank or payment provider on your side of a payment.
Payment-processing fees that the payment provider does not return to us, where section 4 says they are deducted.

12. How to ask for a cancellation or refund

Email hello@upmarklabs.com or use the account area on our website.
Include your order number and say what you want to cancel: the order, an add-on, a Change Quote, maintenance or a monthly service.
We respond by email. Our response confirms the stage your order had reached when we received your request and the amount of any refund or credit.

The stage that applies is the stage on the date we receive your request, not the date we respond.

13. How and when refunds are paid

13.1 Method

Refunds go to the original payment method.
If you paid by bank transfer, we refund to the account that paid, minus bank charges.
Refunds are calculated in US dollars, the currency of your order. Any currency conversion is done by your bank or payment provider.

13.2 Timing

We respond to every request by email. Once we confirm a refund, we send it through the original payment method or by bank transfer. The time it takes to reach you then depends on your payment provider or bank. Automatic refunds of an Express or Rush premium under section 5 follow the same method.

13.3 Credits

A credit under section 6.1 is not paid out as money. We apply it to a future order or maintenance that you choose.

14. Chargebacks and payment disputes

If you have a problem with a payment, please contact us first at hello@upmarklabs.com. Most issues can be settled faster this way than through a chargeback.

If you open a chargeback or payment dispute, we answer it with the order record. The order record includes the versions of our Terms of Use, Privacy Policy, Scope Card and 72-hour rule you accepted, with the time and IP address of acceptance, and the history of your order. Our Privacy Policy explains how we use this information.

15. Changes to this policy

We may update this policy. A new version applies only to orders placed after it is published. The version you accepted with an order stays with that order.

16. Contact

For questions about this policy, or to ask for a cancellation or refund, email hello@upmarklabs.com. You can also reach us through our contact page.

Version history

Version	Date	Change
1.3	October 22, 2026	A delivery date is the last day of the working-day range shown at purchase, and counts as missed only after that day. We respond to refund requests by email, without a fixed reply time.
1.2	October 16, 2026	Clarified that the website is operated by UPMARK, a sole proprietorship of Amit Govil.
1.1	October 14, 2026	Maintenance is now priced as a share of the build price, and websites, stores and monthly marketing services were added.
1.0	October 13, 2026	First published version.