Effective Date: November 1, 2025 | Version 1.0

1. Introduction & Purpose

This Refund Policy (“Policy”) governs all refund and cancellation requests made by subscribers (“Customer,” “you,” or “your”) for the Acrobuild Software-as-a-Service (SaaS) platform (“Acrobuild,” “Service,” or “Platform”), operated by Bharatnest Proptech Private Limited, a company incorporated under the laws of India with its registered office in Hyderabad, Telangana. Acrobuild is an AI-powered real estate CRM software designed to streamline the complete customer journey — from initial marketing and lead generation through site visits, bookings, collections, and final property handover.

By subscribing to, accessing, or using Acrobuild, you acknowledge that you have read, understood, and agreed to this Policy in full. This Policy is incorporated by reference into the Acrobuild Terms of Service and Master Subscription Agreement (MSA).

Acrobuild is committed to delivering measurable value to real estate developers and builders. We believe in transparent, fair, and customer-centric refund practices. If you are dissatisfied with our platform, we strongly encourage you to contact our support team before initiating a refund request, as many concerns can be resolved promptly.

2. Scope of This Policy

This Policy applies to all subscription plans, add-on modules, and services offered by Acrobuild, including but not limited to:

• Acrobuild Starter Plan (Monthly and Annual subscriptions)
• Acrobuild Growth Plan (Monthly and Annual subscriptions)
• Acrobuild Enterprise Plan (Annual subscriptions and custom contracts)
• Add-on modules: AI Lead Scoring, WhatsApp CRM Integration, Channel Partner Portal, Collections & Demand Note Automation, Post-Handover Module
• Onboarding and implementation services
• Custom development, API integrations, and bespoke feature builds
• Training and professional services packages

3. Subscription Plans & Refund Eligibility

3.1 Monthly Subscription Plans

Monthly plans are billed on a recurring 30-day cycle from the date of subscription activation.

• Refund Window: A full refund of the monthly subscription fee will be issued if a cancellation request is submitted within 7 calendar days of the subscription start date or renewal date, provided that the Customer has not actively used the platform (i.e., no leads have been imported, no projects configured, and no integrations activated).
• After 7 Days: No refund will be issued for monthly subscriptions cancelled after the 7-day window. The Customer retains access to the platform until the end of the current billing cycle.
• Cancellation for Future Cycles: Customers may cancel at any time. Cancellation will prevent future billing but will not entitle the Customer to a refund for the current active billing period.

3.2 Annual Subscription Plans

Annual plans are billed upfront for a 12-month period and offer significant savings over monthly billing.

• Refund Window: A full refund of the annual subscription fee may be requested within 14 calendar days of the subscription start date, provided the platform has not been actively used (as defined in Section 3.1).
• Pro-Rated Refunds (14 to 90 Days): If a Customer cancels an annual subscription between Day 15 and Day 90 and has not extensively used the platform, Acrobuild may, at its sole discretion, offer a pro-rated refund corresponding to the unused portion of the subscription term, minus a 20% administrative processing fee. Each such request will be evaluated individually by the Acrobuild billing team.
• After 90 Days: No refund will be issued for annual subscriptions cancelled after 90 days from the subscription start date. The Customer retains full access until the end of the contracted annual term.
• Annual Plan Downgrades: Customers who wish to downgrade their annual plan during the active term may apply the credit equivalent to the unused period toward a lower-tier plan. No cash refund will be issued for downgrades.

⚠ Note: Annual subscriptions that are purchased at a promotional or discounted rate are not eligible for pro-rated refunds. The 14-day full refund window still applies, subject to usage conditions.

3.3 Enterprise Plans & Custom Contracts

Enterprise plans are governed by individually negotiated Master Subscription Agreements (MSA) or Service Level Agreements (SLA). Refund terms for Enterprise clients are specified within those contractual documents and supersede this general Policy where applicable.

• In the absence of a specific refund clause in the Enterprise MSA, the Annual Plan terms outlined in Section 3.2 shall apply.
• Enterprise clients with bespoke implementation or dedicated infrastructure arrangements are not eligible for refunds on infrastructure setup costs.

4. Add-On Modules & Feature Packages

Acrobuild offers a range of optional add-on modules that can be purchased independently or bundled with a subscription plan.

4.1 Eligibility for Add-On Refunds

• Add-on modules purchased as standalone products are eligible for a full refund within 7 calendar days of purchase, provided they have not been activated or integrated into an active Acrobuild project.
• If an add-on module has been activated, configured, or used to process any data, it is not eligible for a refund, regardless of the date of purchase.
• Bundled add-ons (included as part of a plan upgrade) are not separately refundable and are governed by the plan's refund terms.

4.2 Specific Add-On Modules

• AI Lead Scoring Module: Non-refundable once the AI model has been trained on the Customer's lead data or any predictions have been generated.
• WhatsApp CRM Integration: Non-refundable once the WhatsApp Business API credentials have been linked and messaging has been initiated.
• Channel Partner Portal: Non-refundable once the portal has been configured and any channel partners have been invited or onboarded.
• Collections & Demand Note Automation: Non-refundable once any payment schedules, demand letters, or collection workflows have been executed.
• Post-Handover Module: Non-refundable once any handover checklist, snagging report, or occupancy certificate workflow has been initiated.

5. Non-Refundable Items

The following items and services are strictly non-refundable under all circumstances:

• Onboarding & Implementation Fees: All one-time setup, onboarding, data migration, and implementation fees are non-refundable once onboarding has commenced. This includes fees for initial CRM configuration, project setup, user training sessions, and data import services.
• Custom Development & Bespoke Features: Fees paid for custom API development, white-label configurations, custom workflow builds, or bespoke integrations with third-party systems (e.g., Tally, SAP, banking systems) are non-refundable once development work has begun.
• Professional Training Packages: Fees for completed or partially completed training sessions, whether delivered online, on-site, or via recorded materials, are non-refundable.
• SMS, Email, or WhatsApp Credits: Prepaid communication credits purchased through the Acrobuild platform (for bulk SMS, email campaigns, or WhatsApp messaging) are non-refundable once purchased, as these involve third-party carrier costs.
• Third-Party Integration Costs: Any costs incurred due to third-party service providers (e.g., IVR systems, property portals, payment gateways) are not refundable by Acrobuild, as these are governed by the respective third-party's policies.
• Domain & Hosting Services: Custom domain registration or dedicated hosting services procured through Acrobuild are non-refundable.
• Expired Subscription Periods: No refunds will be issued for subscription periods that have already elapsed, regardless of usage.

6. Service Disruption & Platform Downtime Credits

Acrobuild maintains a Service Level Agreement (SLA) that guarantees 99.5% uptime for all paid subscription plans. In the event of unplanned downtime or service disruptions caused by Acrobuild's infrastructure, Customers may be eligible for service credits or refunds as follows:

6.1 Downtime Credits

• Downtime of 1–4 hours per month: 5% credit on the next invoice.
• Downtime of 4–12 hours per month: 10% credit on the next invoice.
• Downtime exceeding 12 hours per month: 25% credit on the next invoice, or, at the Customer's election, a pro-rated refund for the affected period.
• Downtime exceeding 48 hours in a single month: The Customer may request a full monthly refund for that billing period.

6.2 Conditions for Downtime Claims

• Downtime claims must be submitted in writing to support@acrobuild.ai within 15 calendar days of the incident.
• Downtime caused by factors outside Acrobuild's control — including but not limited to Customer-side network issues, third-party API outages, force majeure events, or scheduled maintenance windows (communicated at least 48 hours in advance) — does not qualify for credits or refunds.
• Scheduled maintenance windows will not be counted as downtime.

6.3 Data Loss or Corruption

In the rare event of data loss or corruption attributable solely to Acrobuild's infrastructure failure, Acrobuild will work to restore data from the most recent backup. If restoration is not possible and the loss is verified to be Acrobuild's fault, the affected Customer will be eligible for a pro-rated refund for the period of impact, not to exceed 3 months' subscription value.

7. How to Request a Refund

To initiate a refund request, Customers must follow the process below. Requests that do not comply with this process may experience delays or may not be processed.

Step 1 — Contact Support First

Before submitting a formal refund request, Customers are required to contact the Acrobuild Customer Success team to discuss the issue. Many concerns (technical problems, usability challenges, onboarding difficulties) can be resolved without a refund.

• Email: support@acrobuild.ai
• Support Portal: Available within the Acrobuild dashboard under Help & Support
• Phone Support (Enterprise Customers): As per the contact details in your MSA

Step 2 — Submit a Formal Refund Request

If the issue cannot be resolved, submit a formal refund request in writing to billing@acrobuild.ai with the following information:

• Full name and registered email address of the account holder
• Company/organization name and Acrobuild Account ID
• Subscription plan name and billing cycle (Monthly / Annual)
• Date of purchase and invoice number (available in your billing dashboard)
• Reason for the refund request (detailed description)
• Any supporting evidence (screenshots, error logs, communication records)

Step 3 — Review & Decision

• Acrobuild's billing team will acknowledge receipt of your request within 2 business days.
• A decision will be communicated to you within 7 business days of receipt of the complete request.
• For complex or disputed cases (especially Enterprise plans or pro-rated requests), the review period may extend up to 15 business days.

Step 4 — Refund Processing

• Approved refunds will be processed to the original payment method (credit card, bank transfer, or UPI) within 5–15 business days, depending on the payment method and banking institution.
• Acrobuild is not responsible for delays caused by the Customer's bank or payment processor.
• Refunds will be issued in Indian Rupees (INR) for domestic accounts. International accounts will receive refunds in the invoiced currency.

8. Refund Eligibility Summary

The table below provides a quick-reference summary of refund eligibility across common scenarios:

9. Cancellation Policy

9.1 How to Cancel

Customers may cancel their Acrobuild subscription at any time by:

• Navigating to Settings → Billing & Subscription → Cancel Subscription within the Acrobuild dashboard, or
• Sending a written cancellation request to billing@acrobuild.ai from the registered account email address.

9.2 Cancellation Effective Date

• For monthly plans, cancellation takes effect at the end of the current billing cycle. The Customer will not be charged for the following month.
• For annual plans, cancellation takes effect immediately upon request for the purposes of future renewals, but access is retained for the remainder of the paid annual term.
• Acrobuild does not offer partial-month refunds for cancellations made mid-cycle on monthly plans.

9.3 Data Retention After Cancellation

• Upon cancellation, Customer data will be retained on Acrobuild servers for 60 days, during which the Customer may export their data in CSV or supported formats.
• After 60 days, all Customer data will be permanently deleted from Acrobuild's servers in accordance with our Data Retention Policy and applicable data protection regulations.
• Acrobuild will not be liable for any loss of data after the 60-day retention period.

10. Dispute Resolution

If you disagree with a refund decision made by Acrobuild, you may escalate the matter by following the steps below:

• Level 1 — Customer Success Manager: Request an escalation to a senior Customer Success Manager by replying to your refund decision email.
• Level 2 — Billing & Finance Head: If unresolved within 5 business days, email billing-escalations@acrobuild.ai with your case reference number. A Finance team lead will review the case.
• Level 3 — Formal Dispute: If the dispute remains unresolved after Level 2, either party may initiate formal dispute resolution proceedings. All disputes shall be subject to the jurisdiction of the courts in Hyderabad, Telangana, India, and shall be governed by the laws of India. Parties agree to attempt mediation before initiating litigation.

⚠ Note: Initiating a chargeback or payment dispute with your bank or credit card issuer without first completing Acrobuild's internal dispute resolution process may result in immediate suspension of your Acrobuild account and may delay resolution of the matter.

11. Special Circumstances & Exceptions

11.1 Death or Incapacitation of Account Holder

In the event of the death or long-term incapacitation of the primary account holder, Acrobuild will work compassionately with the next-of-kin or legal representative to either transfer the account or issue a pro-rated refund for the unused subscription period, subject to verification of relevant legal documentation.

11.2 Force Majeure

Acrobuild shall not be liable to issue refunds due to service disruptions caused by events beyond its reasonable control, including natural disasters, government actions, pandemics, cyberattacks by third parties, or other force majeure events. Acrobuild will make commercially reasonable efforts to restore services and will communicate updates transparently.

11.3 Fraudulent or Abusive Use

Customers found to have engaged in fraudulent activity, abuse of the platform, violation of the Terms of Service, or attempted chargebacks in bad faith will be ineligible for any refunds and may be permanently barred from using Acrobuild services.

11.4 Regulatory Compliance

In jurisdictions where consumer protection laws mandate specific refund rights (such as India's Consumer Protection Act, 2019), Acrobuild will comply with applicable statutory requirements. To the extent any provision of this Policy conflicts with applicable law, the statutory requirement shall prevail.

12. Changes to This Policy

Acrobuild reserves the right to modify, update, or revise this Refund Policy at any time. Any changes will be effective upon posting to the Acrobuild website (www.acrobuild.ai/legal/refund-policy) and/or notification to Customers via email at least 14 days prior to the change taking effect.

• Continued use of the Acrobuild platform after the effective date of a revised Policy constitutes acceptance of the updated terms.
• If a revision materially reduces your refund rights, you may cancel your subscription within 30 days of the notification and receive a pro-rated refund for any unexpired prepaid period, under the terms of the pre-revision Policy.

13. Contact Information

For any questions, concerns, or requests related to this Refund Policy, please contact us:

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This document is effective from November 1, 2025. Version 1.0. All rights reserved © 2026 Bharatnest Proptech Private Limited (Acrobuild).