Refund & Cancellation Policy

1. Introduction

This Refund and Cancellation Policy applies to all services provided by BXIM Consultancy Private Limited (CIN: U72900DL2023PTC409614), a cybersecurity consulting firm registered in New Delhi, India ("BXIM", "we", "us", or "our").

Because cybersecurity consulting involves specialized professional effort that begins immediately upon engagement, our refund terms reflect the time-bound, expertise-driven nature of the work. We encourage prospective clients to review the scope of services carefully before payment.

2. Free Consultation Calls

BXIM offers an initial free consultation call (typically 30 minutes) for prospective clients to discuss their security requirements. No payment is involved in booking a free consultation.

2.1 Cancellation by Client

• More than 24 hours before: Cancellations or rescheduling requests made more than 24 hours before the scheduled time are accepted with no consequences. You may reschedule using the Calendly link or by emailing us.
• Less than 24 hours before: Late cancellations are noted, but given no payment is involved, there is no financial penalty. However, repeated last-minute cancellations may affect our ability to schedule future calls.
• No-show: If you do not attend the scheduled call without prior notice, we may request a brief confirmation before rescheduling.

2.2 Cancellation by BXIM

If BXIM needs to cancel or reschedule a free consultation call due to unforeseen circumstances, we will notify you as soon as possible and offer an alternative time at your convenience.

3. Paid Engagements — Overview

Paid services include, but are not limited to:

• ISO 27001 Audit Readiness Support
• AWS Cloud Security Review
• Web Application Security Review
• Infrastructure Security Review
• Security Consultation (advisory retainer or project basis)
• Policy and Compliance Documentation
• Risk Assessment and Remediation Support

All paid engagements are governed by a written Engagement Agreement or Statement of Work (SOW) signed by both parties prior to commencement. Payment terms, deliverables, timelines, and scope are defined therein. This Refund and Cancellation Policy supplements those agreements.

4. Cancellation by Client — Paid Engagements

4.1 Before Commencement of Work

If you cancel a paid engagement before any work has commenced (i.e., before the project kickoff meeting or before BXIM has begun any access, research, or document review):

• A full refund of any advance payment will be issued, less any applicable payment gateway or bank processing charges (typically 2–3%).
• Cancellation must be communicated in writing via email to info@bxim.in.
• Refunds will be processed within 7–10 business days of confirmation.

4.2 After Commencement — Work in Progress

If work has commenced at the time of cancellation:

• A pro-rata refund will be calculated based on the percentage of work completed relative to the total scope of the engagement at the time of cancellation notice.
• BXIM will document the percentage of work completed and share this assessment with the client in writing.
• Any non-recoverable third-party costs incurred on behalf of the client (e.g., licensed tools, external certifications) will be deducted from the refundable amount.
• Partial deliverables (e.g., interim reports, preliminary findings) produced up to the point of cancellation will be provided to the client.

4.3 After Delivery of Final Deliverables

Once the final deliverable (e.g., security assessment report, ISO readiness documentation pack, cloud security findings report) has been delivered to the client:

• No refund will be issued for completed and delivered work.
• If the client believes the delivered work does not meet the agreed scope, the matter will first be addressed through our quality review and dispute resolution process (see Section 8).

5. Cancellation by BXIM

BXIM reserves the right to cancel or terminate an engagement under the following circumstances:

• Client non-cooperation: If the client fails to provide required access, documentation, or information within the agreed timeline despite reasonable follow-up, causing the engagement to stall for more than 30 consecutive days.
• Scope misrepresentation: If the client materially misrepresents the nature, size, or scope of the systems or environment to be assessed.
• Ethical concerns: If, during the engagement, BXIM discovers that the work would involve unauthorized access to third-party systems or activities that violate applicable laws.
• Force majeure: Events beyond BXIM's reasonable control (natural disaster, government action, infrastructure failure) preventing delivery.

Where BXIM cancels for reasons attributable to BXIM (e.g., force majeure, BXIM's inability to deliver), a pro-rata refund for unperformed work will be issued within 10 business days.

Where cancellation is attributable to the client (e.g., non-cooperation, misrepresentation), payment for work completed to date will be retained and no additional amounts will be refunded.

6. Non-Refundable Items

The following are expressly non-refundable in all circumstances:

• Completed and delivered security assessment reports, findings documents, or deliverables
• ISO 27001 documentation packs once provided to the client
• Completed advisory sessions, workshops, or training sessions
• Work performed under a time-and-materials or retainer model for hours already expended
• Payment processing fees charged by third-party gateways
• Costs of licensed tools, third-party services, or disbursements procured on the client's behalf with prior written approval
• Initial mobilization or onboarding fees (if specified in the Engagement Agreement)

7. How to Request a Refund

To request a cancellation or refund, please:

• Send a written request to info@bxim.in with the subject line: "Refund Request — [Your Name / Company Name]"
• Include: your full name, company name, engagement reference or invoice number, reason for cancellation, and bank account details for refund transfer (NEFT/IMPS within India; SWIFT for international)
• We will acknowledge your request within 2 business days and provide a decision within 7 business days
• Approved refunds will be processed to the original payment source or via bank transfer within 10 business days of approval

8. Quality Issues and Dispute Resolution

If you believe a delivered engagement does not meet the agreed scope or quality standards, we encourage you to raise a formal quality concern before requesting a refund:

• Email info@bxim.in with specific details of the shortfall
• BXIM will review the concern and respond within 5 business days
• Where valid, BXIM will at its option: (a) provide additional work to remedy the shortfall at no extra cost, or (b) issue a partial credit or refund proportionate to the deficiency

If the matter cannot be resolved amicably, it shall be referred to arbitration under the Arbitration and Conciliation Act, 1996, conducted in New Delhi, India, in English.

9. Payment Terms

Unless otherwise specified in the Engagement Agreement:

• 50% advance payment is required before commencement of any paid engagement
• The remaining 50% is due upon delivery of the final report or completion of the agreed scope
• Payments are accepted via bank transfer (NEFT/IMPS/RTGS), UPI, or other methods as agreed
• GST at applicable rates will be added to all invoices (GSTIN: 07AALCB3545M1ZB)
• Overdue invoices may attract interest at 1.5% per month after a 15-day grace period

10. Changes to This Policy

We may revise this Refund and Cancellation Policy from time to time. The updated policy will be published at bxim.in/refund-policy with a revised date. Changes do not apply retroactively to engagements already in progress; the policy in effect at the time of engagement commencement will govern.

11. Contact