Refunds and Cancellations

This policy applies to payments made to Instinctive Solutions Global Pvt. Ltd., operating as Instinctive Studio, for customised professional services including strategy, branding, design, software and website development, digital experiences, and 3D/XR production.

A proposal, quotation, statement of work, or service agreement may contain project-specific cancellation and refund terms. If those terms differ from this policy, the project-specific terms will apply to the extent permitted by law.

Send a written request to website@instinctive.studio. Include the client name, project or invoice number, payment date, payment reference, amount, and reason for the request.

A cancellation becomes effective when we acknowledge the written request. We may ask for additional information reasonably required to verify the payment and assess completed or committed work.

If we receive the cancellation request before work has commenced, we will refund the amount paid, less any non-recoverable third-party cost that the client approved and that has already been incurred.

Work is treated as commenced once discovery, research, planning, design, development, production, procurement, account setup, or another agreed project activity has started.

If work has commenced, the client is responsible for work completed, time and resources committed, and approved non-recoverable third-party costs up to the effective cancellation date.

Any unused balance from an advance payment will be refunded. If the value of completed work and committed costs exceeds the advance, the remaining amount will be invoiced in accordance with the project agreement.

A full or partial refund may be approved when a duplicate or erroneous payment is verified; we cancel a service and the corresponding work has not been provided; an advance includes an unused balance after cancellation; or a service is materially deficient, materially different from the agreed scope, or materially delayed for reasons within our control and we cannot correct the issue within a reasonable period.

A partial refund is generally calculated as the amount paid minus the value of completed or accepted work, work in progress, committed resources, and approved non-recoverable third-party costs.

Except where required by applicable law, refunds are not available for completed and accepted services or milestones; work already performed or resources committed before cancellation; or approved non-recoverable third-party purchases and commitments such as software licences, domains, hosting, stock assets, fonts, advertising spend, printing, travel, or specialist vendor fees.

Refunds are also not available for delays caused by missing or late client inputs, approvals, access, content, or feedback; a change of preference after delivery in accordance with the agreed scope; or delay caused by an event beyond our reasonable control where we have taken reasonable steps to reduce the impact.

We provide customised services and digital deliverables and do not sell physical goods through this website. Physical returns and exchanges therefore do not apply. Revisions and corrections are governed by the accepted project scope.

We will normally acknowledge a complete request within 2 business days and communicate our decision within 5 business days after receiving the information needed to assess it. “Business day” means a day other than Saturday, Sunday, or a public holiday in Karnataka, India.

An approved refund will be initiated within 7 business days through Razorpay or the applicable payment provider and returned to the original payment method. After initiation, a normal refund typically takes 7–10 working days to appear, depending on the payment method, bank, card network, and payment provider. Where available, we will share the refund ID and bank reference such as an ARN, RRN, or UTR.

If an amount is debited but a payment is shown as failed, it is usually reversed automatically by the bank or payment provider. If it is not reversed within 7 working days, contact us with the payment reference. Verified duplicate payments will be refunded in full to the original payment method.

Please raise billing or service concerns with us first so we can review them. This policy does not limit any right, chargeback option, or remedy available under applicable law or through the customer’s issuing bank or payment provider.

Designated Officer: Vishal Pulikottil

Email: website@instinctive.studio

Phone: +91 96207 84458

Address: WeWork Manyata Redwood, 9th Floor, Block D-3, 302, Venkateshapura, Bangalore North, Bangalore - 560045, Karnataka, India.