Cancellation and Refund policy
ARKANTA Consulting LLP is engaged in providing construction consultancy and design-related services.
Cancellation Policy
- Urban Upgrades takes pride in the process of providing transparent and reliable construction consultancy services. Tremendous amounts of effort are being put by Urban Upgrades in understanding the customer’s requirement and providing designs and other documents/details.
- In the unlikely event that the customer decides to cancel the project after making any payment towards the booking amount, the end customer shall clearly and specifically communicate their intent to cancel to Urban Upgrades . Such communication must be sent from the registered email address provided to Urban Upgrades or by registered post with acknowledgment due, stating the reason(s) for cancellation. Until Urban Upgrades receives a formal cancellation request in accordance with this clause, the period shall be considered a service period, and any amount received in advance shall be adjusted against the services availed by the end customer. Upon receipt of the cancellation request, Urban Upgrades shall review the request on a case-by-case basis and process it in accordance with the applicable terms.
- In the event Urban Upgrades receives a payment exceeding the amount due for a project or service due to a banking or customer-related error, customers are requested to notify the Company within seven (7) working days of the transaction. Any verified excess amount will be refunded to the original payment source, subject to necessary verification.
- Refunds are processed within reasonable timelines and are made only through bank transfer, as cash refunds are not entertained. Urban Upgrades reserves the right to update its refund procedures at any time. Notwithstanding anything stated in this Policy, Urban Upgrades decision on any cancellation, dispute, refund, or excess payment shall be final and binding.
- In order to ensure seamless services, Urban Upgrades may incur costs in the course of rendering services – such as technical consultation, site visits, design work, surveys, testing, or other preliminary activities. In the event of a cancellation, Urban Upgrades shall be entitled to deduct such incurred costs from the service fee received, or recover the same from the end customer, as applicable. All such deductions or recoveries shall be made in accordance with the applicable refund policy and proportionate to the scope of services already rendered.
- All cancellations made in the manner as aforementioned beyond 7 days from first payment of any portion of the booking amount will be subject to applicable service fee corresponding to the stage of service mentioned herein.
*Project Non-Discounted Value” or “NDV” refers to the total cost of the project calculated based on the standard pricing for the agreed scope of work, without considering any discounts or special offers provided to the customer. This value is used as the base amount for determining service charges, applicable fees, compensation, or any deductions under this Agreement.*
- Refunds shall be governed by a cumulative stage-wise structure based on the Project Value (NDV). The service fee retained by Urban Upgrades will be calculated based on the highest Service Stage Started at the time of cancellation, as per the schedule below. The percentage indicated for each stage represents the total cumulative fee retained up to that stage.
Professional Service Fee Retention Schedule
| Service | Project Value < 1Cr | Project Value > 1Cr |
| Onboarding Stage | ₹10000 | ₹20000 |
| Digital Survey & Soil Test Stage | 2% | 1% |
| Architectural Design Stage | 4% | 3% |
| Structural Design Stage | 5.5% | 4.5% |
| Project Initiation Stage | 6.5% | 5.5% |
| Construction Stage | 9.5% | 8.5% |
General Terms
- Professional fees are retained based on the stage of work completed.
- Additional services not listed above shall be charged separately on actuals.
- If expenses incurred exceed the amount already paid, the customer shall pay the balance amount upon notification.
- Refunds, after applicable deductions, shall be processed within thirty (30) business days after completion of the cancellation formalities.
- ARKANTA Consulting LLP reserves the right to amend this policy from time to time.
*Project Non-Discounted Value” or “NDV” refers to the total cost of the project calculated based on the standard pricing for the agreed scope of work, without considering any discounts or special offers provided to the customer. This value is used as the base amount for determining service charges, applicable fees, compensation, or any deductions under this Agreement.*
- Refunds shall be governed by a cumulative stage-wise structure based on the Project Value (NDV). The service fee retained by Urban Upgrades will be calculated based on the highest Service Stage Started at the time of cancellation, as per the schedule below. The percentage indicated for each stage represents the total cumulative fee retained up to that stage.
- Total cost for the Architectural Design Stage is 4% / 3%. It will be charged as soon as the First Iteration of the Floor Plan is started.
- In the event that the estimated Project Value increases by more than five percent (5%) due to site conditions identified through the Digital Survey and/or Soil Test, Urban Upgrades shall retain a fixed amount of INR 50,000 towards the Digital Survey and Soil Testing services, and the remaining amount paid under this stage shall be refunded to the Customer.
- The fees mentioned above are calculated as a percentage of the Project Value (NDV) and are inclusive of all applicable taxes.
- Any additional services, not mentioned in the schedule above, will be charged on actuals.
- For extensions, the total fees shall include all costs incurred for Non-Destructive Testing in addition to an onboarding fee of ₹10,000.
- For any cancellations subsequent to the execution of the Master Agreement between the end customer, Urban Upgrades and contractor, such cancellation amount shall be deducted as per the terms of the said Master Agreement.
- Where any architectural or structural designs are completed, or where data such as a digital survey is collected, or a soil test is conducted, such information or final documentation shall be shared, if applicable, only as per the agreed schedule.
- For the purposes of this Policy, each stage shall include the services listed below, which shall be deemed to have commenced upon initiation of any activity within the respective stage
- Onboarding Stage – The Onboarding Stage shall include initial customer onboarding activities and site assessment, including but not limited to customer registration, requirement understanding, quotation creation and initiation of project coordination processes.
- Digital Survey & Soil Test Stage – The Digital Survey & Soil Test Stage shall include services relating to site assessment, including but not limited to conducting digital surveys, soil testing, and preparation of corresponding technical reports.
- Architectural Design Stage – The Architectural Design Stage shall include preparation and delivery of architectural design services, including but not limited to floor plan creation and iterative revisions based on customer requirements.
- Structural Design Stage – The Structural Design Stage shall include services such as preparation of structural drawings, framing layout, doors and window schedule, bar bending schedule, final quotation preparation and contract signing, and 3D elevation drawings.
- Project Initiation Stage – The Project Initiation Stage shall include services relating to project commencement, including but not limited to project technology setup, assignment of project management teams, and site visit coordination.
- Construction Phase – The Construction Phase shall include services relating to execution readiness and monitoring, including but not limited to resource mobilisation to site, ongoing monitoring, and quality checks.
- The service fee applicable to each stage is a fixed charge for the entire stage, and once any activity within a particular stage has commenced, the full amount for that stage shall be retained. No partial deductions shall be permitted for partially completed stages.
- In the event that the expenses incurred in relation to the services provided by Urban Upgrades exceed the amounts paid by the end customer, the customer shall be liable to pay such excess amount to Urban Upgrades or to such other person(s) as may be notified by Urban Upgrades in writing, within a period of thirty (30) business days from the date of receipt of a written notice from Urban Upgrades specifying the excess amount. In case of failure to make such payment within the specified period, Urban Upgrades shall be entitled to charge interest at the rate of 18% (eighteen percent) per annum on the outstanding amount, calculated from the due date until the date of actual receipt of the payment along with applicable interest.
- Urban Upgrades shall transfer any refund amount payable to the end customer, after making the necessary deductions and adjustments as specified hereinabove, to the bank account details provided by the end customer. Such refund shall be processed within thirty (30) business days from the date of execution of the Settlement and Release Agreement confirming the final refund amount. Refunds shall be made only through bank transfer; cash refunds shall not be permitted.
- Urban Upgrades reserves the right, at its reasonable discretion, to modify the cancellation policy at any time. The end customer shall be informed of such modifications accordingly, and Urban Upgrades decision in this regard shall be final and binding on all parties. The customer shall continue to remain bound by the modified terms and conditions.
