Refund and Cancellation Policy

Last updated 30 August 2026 · Bighelpers Software and Solutions Pvt Ltd (Big Helpers)

1. What this policy covers

This policy covers every payment you make through bighelpers.in. That includes:

• Starter packages bought on the payments page.
• Project advances and milestone payments.
• Monthly maintenance retainers.
• Invoice payments.
• Donations made on the donations page.

Custom projects are also governed by the written scope of work (SOW) that you approve before work starts. If the written scope says something different about payments or cancellation for your project, the written scope applies.

2. One-time packages and project payments

Our standard payment split is 50% advance, 30% on milestone delivery, and 20% on launch. Larger projects can be split into 4 milestones instead.

Before work starts

You can cancel at any time, by email or WhatsApp. You get a full refund of the advance, minus payment-gateway charges already incurred (see section 5).

After work starts

You only pay for work delivered. If a project is abandoned mid-way, the refund equals the amount you paid, minus the value of the work already completed, at the rates written in your scope. Milestones that are completed are payable.

Deliverables you have paid for are handed over to you. Code, design files, hosting credentials and admin access transfer to you on launch day, as described in our Terms of Service.

3. Monthly maintenance retainers

Retainers renew each month when you pay the monthly invoice or payment link. We do not set up any auto-debit mandate on your bank account, UPI or card.

• You can cancel any time, with 7 days' notice before the next renewal.
• There is no lock-in and no minimum period.
• The month you have already paid for runs to its end.

You can cancel by email at contact@bighelpers.in, by phone at +91 96305 99557, or on WhatsApp.

4. Donations

Donations on /donate/ are voluntary contributions. They support the RTI Wiki project. They are not a payment for a service, so they are not refundable.

One exception: duplicate or mistaken payments. If you paid twice by mistake, or paid the wrong amount, tell us and we will refund that payment on request.

5. How refunds are processed

Approved refunds go back to the original payment method. Online payments are refunded through Razorpay. Invoices paid by bank transfer are refunded by bank transfer.

We issue the refund within 7 business days of approving it. After that, your bank or UPI app may take a few more days to show the money in your account.

Payment-gateway charges (about 2.7% including GST) are not returned to us by the gateway when we refund you. So these charges are deducted from your refund. You see them separately on the payment page before you pay, so there are no surprises later.

6. How to request a refund or cancellation

1. Email contact@bighelpers.in with the subject line "Refund request", or message us on WhatsApp at +91 96305 99557.
2. Include your invoice number, so we can find your payment quickly.
3. We acknowledge your request within 48 hours.
4. We give you a decision within 5 business days.

7. If you are not satisfied

If you are not happy with our decision, or you get no reply in time, you can write to our Grievance Officer. Details are on the Grievance page. You can also read how disputes are handled in the Terms of Service.

8. Delivery: no physical goods

Everything we deliver is digital and remote. That means websites, apps, documents and access credentials. Nothing ships by courier, so there are no shipping charges and no physical returns. Timelines are fixed in your written scope before any advance is paid. The payments page lists indicative delivery times for the starter packages.