Refund Policy

1. Overview

This Refund Policy applies to all payments made to Claviq (Pvt) Ltd (“Claviq”, “we”, “us”, “our”), whether made online through our payment gateway or by bank transfer. It forms part of our Terms & Conditions.

Claviq provides professional, project-based AI and software services. We do not sell physical goods, so nothing is shipped and there is nothing to return by post. Because our work is delivered as skilled professional time, refund eligibility depends on how much work has been performed at the point you cancel — as set out below.

2. Refunds are returned to your original payment media

Where a refund is approved, we will initiate the refund to the original method and media of payment used to make the transaction. We do not issue refunds by any other route.

• A payment made by credit or debit card is reversed to the same card used for the original transaction.
• A payment made by online banking or bank transfer is returned to the same bank account the payment originated from.
• A payment made through a digital wallet or other payment media is returned to that same wallet or media.

3. We cannot redirect a refund elsewhere

For security, anti-fraud, and regulatory reasons, we cannot pay a refund to a different card, a different bank account, a different wallet, a different person, or in cash — even if you ask us to. This applies without exception.

If the original card has since expired, been replaced, or been cancelled, the refund is still submitted to that card number. Your bank or card issuer will normally route it to your replacement card or to your account automatically. If it does not, you will need to contact your bank directly, as the funds will be held on their side and are outside our control.

4. Cancelling before work has commenced

If you cancel an engagement within 14 days of your payment and we have not yet commenced work, you are entitled to a full refund of the amount paid. “Commenced work” means we have begun any discovery, design, engineering, or project management activity on your engagement, or have incurred committed third-party costs on your behalf.

5. Cancelling after work has commenced

Once work has commenced, the following applies:

• The initial deposit is non-refundable. It reserves your slot in our delivery schedule and covers the discovery, scoping, and planning work that begins immediately on kick-off.
• Milestones already delivered, or in progress at the point of cancellation, are not refundable.
• Any amount you have paid in advance for milestones that have not yet been started is refunded to you on a pro-rata basis, less any third-party costs already committed on your behalf (for example cloud hosting, AI or API usage, paid licences, or domain registrations).
• We will provide you with a written summary of the work performed and the amount being refunded before we process it.

6. What is not eligible for a refund

The following are not refundable:

• Work that has already been delivered and accepted, or delivered and not rejected in writing within the review period stated in your Statement of Work.
• The initial project deposit, once work has commenced.
• Third-party costs and licence fees already paid or committed on your behalf.
• Monthly retainer, support, maintenance, or hosting fees for a period that has already elapsed. You may cancel a recurring arrangement for future periods with 30 days' written notice.
• Fees for additional or out-of-scope work you approved in writing and which we have performed.
• Requests arising from a change in your own business plans, priorities, or funding, after work has commenced.
• Requests made more than 90 days after the relevant payment date.

7. If we cannot deliver

If we are unable to deliver the services we agreed to — because we withdraw from the engagement, or because we materially fail to meet the agreed specification and cannot remedy it within a reasonable period after you notify us in writing — you are entitled to a full refund of all amounts paid for the undelivered portion of the work. Where a defect is capable of being fixed, we will first offer to correct it at no additional cost, as described in our Terms & Conditions.

8. Duplicate, failed and incorrect payments

If you are charged twice for the same invoice, or a payment is taken in error, or you are charged an incorrect amount, contact us as soon as you notice it. Verified duplicate and erroneous charges are refunded in full, to the original payment media, with no deductions. If a payment fails but the amount is debited from your account, it is usually an authorisation hold that your bank will release automatically within 7–14 days; contact us and we will confirm whether we received the funds.

9. How to request a refund

Email us at hello@claviq.com with the subject line “Refund request”. Please include:

• Your name and company name.
• The invoice number or payment reference.
• The date and amount of the payment.
• The reason for your request.

10. How we handle your request

We will acknowledge your request within 2 business days and tell you our decision, with reasons, within 7 business days. If your request is approved, we will initiate the refund to your original method of payment within 3 business days of that decision.

Once initiated, the funds typically appear in 5–10 business days, depending on your bank or card issuer. Card refunds can take up to one full billing cycle to show on your statement. The time taken by your bank to post the refund is determined by them, not by us. We will send you the refund reference so you can trace it with your bank if needed.

11. Currency and charges

All refunds are issued in Sri Lankan Rupees (LKR), the currency in which we invoice and receive payment, and for the amount we actually received. Payment gateway fees, bank charges, and any currency conversion losses applied by your own bank or card issuer are not within our control and are not reimbursed by us. If your bank applied a conversion rate when you paid, the rate applied to the refund may differ, and any resulting difference is a matter between you and your bank.

12. Chargebacks

If you believe a charge is wrong, please contact us first — we can almost always resolve it faster than a formal dispute. Raising a chargeback with your bank before contacting us may delay resolution, because the funds are frozen by the card networks while the dispute is investigated and we are then unable to refund you directly until it concludes. Where a chargeback is raised on a payment for work we have delivered, we will submit the signed agreement, delivery records, and correspondence to the bank in response.

13. Changes to this policy

We may update this policy from time to time. The version published on this page at the time you make a payment is the version that applies to that payment.