Refund & Cancellation Policy

The principle

We sell professional engineering time and the artefacts it produces. That makes refunds different from a product return: work already performed cannot be un-performed, but you should never be locked into paying for work you no longer want done.

So the policy is built around exit points rather than refunds. Engagements are structured in phases; you can stop at any phase boundary, you pay for what has been delivered, and you keep everything produced up to that point.

This page describes our standard position. A signed statement of work may set different terms, and where it does, it prevails.

Diagnostics

A diagnostic is a fixed-fee, time-boxed assessment, typically two to three weeks.

If the diagnostic concludes that you should not build the thing: that is a successful diagnostic, not a failed one, and the fee stands. You have paid a small amount to avoid a large mistake, and you own the written reasoning. This is a normal outcome and we would rather it happened here than at month five.

Fixed-scope builds

Build engagements are divided into phases, each separately scoped and priced. Each boundary is a genuine decision point.

• Stopping at a phase boundary. No cancellation fee. You pay for completed phases and receive all deliverables from them.
• Stopping mid-phase. Thirty days' written notice. You pay for work performed to the end of the notice period, plus any third-party costs already committed on your behalf. Everything produced is transferred to you.
• Advance payments. Where a phase is paid in advance, any unearned portion is refunded within 30 days of the effective termination date.

In every case you keep the repository, the documentation, the evaluation sets and the infrastructure configuration produced up to that point. We do not withhold artefacts as leverage.

Retained engineering

Retainers run monthly with a minimum initial term of three months.

• Thirty days' written notice to cancel, from either side, after the minimum term.
• Billing is monthly in advance. On cancellation, the current month is served out and no further months are billed.
• Unused capacity within a month does not carry forward, and is not refundable — the retainer reserves availability, which has a cost whether or not it is drawn on.
• If we fail to provide the agreed capacity in a month, we credit the shortfall to the following month, or refund it if you are leaving.

If we get it wrong

Distinct from cancellation. If a deliverable does not meet the acceptance criteria in the statement of work:

1. Tell us in writing, with the specifics, within 15 working days of delivery.
2. We correct it at our own cost within an agreed timeframe. This is the first remedy and it resolves the large majority of cases.
3. If we cannot bring it to the agreed standard, you may terminate that phase and receive a refund of the fees for the non-conforming work.

We would rather fix something than argue about it. If we have genuinely failed to deliver what was agreed, we would prefer to hear about it early and directly.

Delays and pauses

Delays caused by us. We tell you as soon as we know, with a revised timeline. Where a delay is material and we cannot remedy it, you may exit at the phase boundary without penalty.

Delays caused by access. Engagements depend on timely access to data, systems and people. Where these are delayed, timelines move and the fee is unaffected. We raise this at the time rather than reporting it afterwards.

Pausing. You may pause an engagement for up to 60 days by agreement. Resumption is subject to team availability, and a pause longer than 60 days is treated as termination — which does not prevent us restarting later under a new statement of work.

Third-party costs

Cloud infrastructure, model provider usage and software licences procured for your engagement are not refundable by us, because they are not ours to refund. Wherever practical we set these up on your own accounts so that you retain direct control and visibility, and this is our default recommendation.

How to cancel

Write to sales@theblutrain.com with your organisation name, the engagement reference, and the date from which you wish to stop. We acknowledge within two working days and confirm the position — what has been delivered, what is payable, what is refundable and when.

Approved refunds are processed within 30 days to the original payment method. Bank transfer timelines are outside our control; GST already remitted is handled per the applicable tax rules.

If something has gone wrong, a call is usually faster than a policy: +91 95010 19942.