Refund & Cancellation Policy

This policy applies to all paid services and products offered by the Company, including custom website and software development, SaaS subscriptions (Albero CRM, LMS, HRM, PMS, BI and Support, on the web and in our mobile apps), Albero Labs lab packages, digital services, IT consulting, and training programs. Specific commercial terms agreed in a signed proposal, quotation, statement of work, or order form (“Service Agreement”) take precedence where they differ from this policy.

Our services are ordinarily supplied to businesses and institutions. Where you buy as a consumer rather than for business purposes, the statutory rights described in section 15 apply in addition to — and, where they conflict, in place of — the terms below.

A refund request will be considered only where all of the following apply:

• The request is made in writing to our support team within seven (7) days of the payment or of the event giving rise to the request, whichever is later;
• The service falls within a refundable category described below and is not listed as non-refundable;
• The request is supported by a clear description of the issue and, where relevant, reasonable evidence;
• Any applicable service-level commitments have not been met by us despite a fair opportunity to remedy the issue.

Approval of any refund is at the Company’s reasonable discretion, assessed against the work performed and costs incurred.

You do not need to call anyone or navigate a retention process. To make a request:

• Step 1 — Write to us. Email Business@alberotechnologies.com with the subject line “Refund request” or “Cancellation request”. SaaS subscriptions can also be cancelled directly from your account settings.
• Step 2 — Include the details. Your invoice or order number, the service concerned, the date of payment, and a short description of the reason. Attach any supporting evidence where relevant.
• Step 3 — Acknowledgement. We acknowledge every request within 2 business days and tell you who is handling it.
• Step 4 — Assessment. We assess the request against this policy and your Service Agreement, and give you a written decision within 7 business days, including the reasons and the amount where a refund is approved.
• Step 5 — Payment. Approved refunds are processed as described in section 13.

If you disagree with the outcome, you can escalate it under our Escalation Policy without prejudice to your statutory rights.

The following are generally non-refundable once work has commenced or the benefit has been delivered:

• Completed and approved project milestones and delivered work;
• Custom design, development, and engineering time already expended;
• Third-party costs incurred on your behalf (e.g., hosting, domains, licences, advertising spend, hardware, or payment-gateway charges);
• Setup, onboarding, configuration, and consulting hours already delivered;
• Discounted, promotional, or “final sale” engagements expressly sold as non-refundable.

Development projects are delivered against agreed milestones. Advance payments become non-refundable once resources have been allocated and work has begun. Payments for completed and approved milestones are non-refundable. If you cancel mid-project, you will be billed for all work performed up to the cancellation date, and any amount paid in excess of that value may be refunded after deducting third-party and non-recoverable costs.

Subscription fees for our SaaS products are billed in advance and are generally non-refundable for the current billing cycle. If we are unable to provide the subscribed service due to a fault on our side, we will first attempt to restore service and, where that is not possible, provide a pro-rata credit or refund for the affected period.

• Where a free trial is offered, the trial length and the date billing begins are stated at sign-up. No charge is made during the trial, and we send a reminder before it converts to a paid plan;
• If a trial converts and you contact us within seven (7) days of the first charge without having made substantive use of the paid plan, we will refund that charge in full;
• Annual plans cancelled mid-term may be refunded on a pro-rata basis for complete unused months, less any discount attributable to the annual commitment and any non-recoverable third-party costs;
• Monthly plans are not pro-rated; access continues to the end of the paid cycle;
• Removing users, agents or employees from a per-seat plan lowers the charge from the next renewal; seats already paid for in the current cycle are not refunded;
• Moving to a lower plan takes effect at the next renewal. Moving to a higher plan takes effect immediately, and only the difference for the rest of the cycle is charged;
• These terms apply to Albero CRM, Albero LMS, Albero HRM, Albero PMS, Albero BI and Albero Support, whether you use them on the web or in our mobile apps.

Digital services such as SEO, digital marketing, content, branding, and automation involve upfront planning and execution. Once a campaign or engagement has commenced or advertising/media spend has been committed, fees for that period are non-refundable. Unused, pre-paid retainer amounts for services not yet performed may be refunded after deducting committed costs.

Consulting and advisory time is charged for the expertise and availability reserved for you. Fees for consulting sessions or advisory hours that have already been delivered are non-refundable. Scheduled sessions cancelled with reasonable advance notice (as stated in the Service Agreement) may be rescheduled without additional charge.

For training programs, workshops, and education offerings (including teacher training delivered as part of Albero Labs), refund eligibility depends on how far the program has progressed:

• Cancellations before the program or content is accessed/commenced may be refunded, less any non-recoverable setup or hardware costs;
• Once training has commenced, materials have been accessed, or hardware has been dispatched, fees for those components are non-refundable;
• Fees for enrolled seats or scheduled cohorts are non-refundable after the applicable cut-off date stated at the time of enrolment.

Lab packages combine equipment, installation, curriculum and training, so each part has its own rule:

Our subscriptions are normally bought through our website, an order form or an invoice, and this policy covers those purchases wherever you then use the product, including in our mobile apps.

If you buy a subscription inside one of our apps using Apple or Google in-app purchase, Apple or Google is the seller of record and handles the payment, renewal and any refund under its own rules. We cannot issue or cancel those charges ourselves.

• Apple App Store: manage or cancel in Settings, then your name, then Subscriptions, and request a refund at reportaproblem.apple.com;
• Google Play: manage or cancel in the Play Store under Payments and subscriptions, and request a refund through Google Play’s refund page;
• If Apple or Google declines a refund and you believe the service did not work as described, contact us: we will look into it and, where the fault was ours, extend your subscription or credit your account.

Subscriptions renew automatically for successive terms until cancelled. You may cancel at any time from your account settings or by written request to our support team — cancellation is never conditional on a phone call or a retention conversation.

• To avoid the next charge, cancel at least twenty-four (24) hours before the renewal date shown in your account and on your invoices;
• Cancellation stops future renewals and takes effect at the end of the current paid billing cycle; you retain access until then;
• We do not automatically refund fees already charged for the current cycle unless required by law, provided for in section 6, or agreed otherwise;
• We send a renewal reminder before annual renewals and before a material price change takes effect;
• You can export your data until the end of the paid cycle, and ask us for an export for thirty (30) days after it. The data is then deleted within ninety (90) days, in line with our Privacy Policy;
• Deleting a mobile app, or signing out of it, does not cancel a subscription. Cancel from your account settings or by writing to us.

Where a refund is approved, it will be initiated within seven (7) business days of approval and processed to the original payment method. Depending on your bank or payment provider, it may take an additional five to ten (5–10) business days for the amount to reflect in your account. Refunds are made in Indian Rupees (INR); any currency-conversion differences or gateway charges are borne by the payer.

If you have a billing concern, please contact us first so we can resolve it quickly. Initiating a chargeback or payment dispute without first raising the issue with us may result in suspension of services pending resolution. We reserve the right to contest chargebacks that we believe are unwarranted by providing transaction records and evidence of services rendered.

Nothing in this policy limits any right you have under applicable consumer-protection law. Those rights sit alongside this policy and prevail over it where they conflict.

• India. Your rights under the Consumer Protection Act, 2019 are unaffected, including in respect of deficient services.
• EU and UK consumers. If you buy as a consumer rather than for business purposes, you have a statutory right to withdraw from a distance contract within fourteen (14) days of entering it, without giving a reason. To withdraw, email Business@alberotechnologies.com — we confirm receipt in writing and refund within fourteen (14) days of being informed. If you ask us to begin work during the withdrawal period, you may be charged for the value of what was supplied before you withdrew, and the right ends once the service has been fully performed with your prior express consent. You also have a minimum two-year guarantee in respect of digital content and services that are not as described.
• Australia. Our services come with guarantees that cannot be excluded under the Australian Consumer Law, including remedies for services not supplied with due care and skill.
• Elsewhere. Where your local law gives you a mandatory refund or cancellation right, we will honour it.

In cases of duplicate payment, proven non-delivery, or a verified error on our part, we will refund the affected amount in full without requiring a formal request. Exceptional refunds outside the categories above may be granted at the Company’s discretion on a case-by-case basis; doing so once does not create an obligation to do so again.

To request a refund or cancellation, or to raise a billing concern, please contact us:

• Email: Business@alberotechnologies.com
• Phone: +91 91707 80671
• Registered office: H No. 1582, Naubasta, Rajendra Nagar Road, Kanpur, Uttar Pradesh 208021, India

If you are not satisfied with the outcome, you may use our Escalation Policy or submit a formal complaint via our Complaint Forum.