Our refund and cancellation policy is designed to be fair to both parties. Please read this policy carefully before engaging our services.
HOI provides bespoke professional services. Once work begins, time, expertise, and third-party costs are committed. This policy is designed to be fair to both parties and is consistent with the requirements of Stripe's merchant terms, Razorpay's merchant terms, Australian Consumer Law, and Indian consumer protection provisions.
A minimum 50% deposit is required before work commences. This deposit is non-refundable once project work has started, as it covers discovery, strategy, resource allocation, and initial deliverables. The deposit represents a genuine pre-estimate of costs incurred at commencement.
Milestone payments become non-refundable once the corresponding deliverable has been submitted for the Client's review, unless HOI has materially failed to deliver the agreed scope and does not remedy the failure within fourteen (14) days of written notice.
Final balance payments are non-refundable once the final deliverable has been delivered.
For fixed-price projects cancelled by the Client, the following schedule applies where the SOW contains no alternative provision:
| Cancellation Timing | Refund of Deposit Paid |
|---|---|
| Before project kickoff — no work commenced | Full deposit refunded minus 10% administration fee |
| Within 7 days of kickoff (discovery / briefing phase) | 50% of deposit refunded |
| 8 to 21 days after kickoff (design / strategy underway) | 25% of deposit refunded |
| After 21 days, or after first major deliverable is submitted | No refund of deposit |
In all cases, the Client remains liable for non-refundable third-party costs (domain registrations, stock licences, hosting commitments, software subscriptions) committed by HOI on the Client's behalf. HOI will provide an itemised account of such costs.
HOI may terminate or suspend services for: non-payment beyond thirty (30) days; material Client breach; or a Client request that HOI act illegally or unethically. If HOI cancels for reasons not attributable to the Client, the Client will receive a full refund of amounts paid less the value of work completed and non-recoverable costs.
Email billing@highoninnovation.com with: your name and company, project or invoice reference, reason for request, and bank or payment account details for the refund. Approved refunds are processed within fourteen (14) business days for bank transfer and five (5) to seven (7) business days for Stripe/Razorpay reversals.
Nothing in this policy excludes or limits statutory rights under: