01Scope

This Refund Policy applies to all services provided by Raymond Cardoza Enterprises (“RCE”, “we”, “us”), including services delivered under our Y5 MEDIA™ brand: business automation, IT and BPO outsourcing and remote teams, NRI asset management, education projects, business solutions and consulting, e-commerce and trading support, and digital marketing. If your proposal, statement of work or agreement (“Engagement Documents”) contains specific cancellation or refund terms, those terms apply to your engagement and prevail over this policy.

02Our general approach

Our services are customised and involve time, expertise and third-party costs committed specifically for you. For that reason, fees are generally non-refundable once work has started. We understand that exceptional situations can arise, so every refund request is reviewed individually, fairly and on its merits, in line with this policy, your Engagement Documents and applicable law.

03When a refund will be considered

• Duplicate or excess payment: if you paid twice or paid more than the amount invoiced, we will refund the excess once it is confirmed.
• Cancellation before work starts: if you cancel in writing before we have started work, we will refund the amount paid, less any third-party costs already committed on your behalf and any fee stated as non-refundable in the Engagement Documents.
• If we cannot deliver: if we cancel an engagement, or are unable to provide a service we accepted payment for, we will refund the amount paid for the portion not delivered.
• Material failure to deliver: if we fail to deliver the agreed scope in a material way and do not fix it within a reasonable time after you tell us in writing, we will consider a full or partial refund proportionate to the undelivered work.

04What is not refundable

• work already performed, and time already elapsed on retainer, monthly or remote-team arrangements;
• third-party costs paid or committed on your behalf, such as software licences, WhatsApp or other API and messaging charges, domains, hosting, advertising spend, government fees, stamp duty, courier and travel costs;
• out-of-pocket expenses already incurred for NRI asset management on your instructions;
• deliverables you have approved or accepted, or that are in use;
• delays or non-performance caused by your inputs, approvals, access or payments not being provided on time;
• any fee described as non-refundable in the Engagement Documents, such as a consultation or audit fee.

05Retainers, subscriptions and recurring services

You may cancel a recurring or ongoing service by giving the notice period stated in your Engagement Documents or, if none is stated, 30 days’ written notice. Fees for the current billing period and the notice period remain payable, and amounts already paid for those periods are not refunded. Any amount paid in advance for a period after the notice ends will be refunded.

06Technology partner products

Software products from our technology partners (such as PharmaDesk, GymDrive and FlyLib) are provided by their respective companies. Refunds for those products are governed by the provider’s own refund policy. We will help you raise the request with the provider.

07How to request a refund

Email info@raymondcardoza.com with the subject line “Refund Request”, as soon as possible and preferably within 30 days of the invoice or of the event you are raising, and include:

1. your name and organisation, and the invoice or proposal number;
2. the service concerned and the amount paid;
3. the reason for your request, with any supporting details;
4. the account details for the refund, if different from the original payment method.

08Review and timelines

• We aim to acknowledge your request within 3 business days and to give you a written decision, with reasons, within 14 business days.
• Approved refunds are normally processed within 7 to 10 business days of the decision, to the original payment method or to a bank account in the payer’s name.
• The time taken for the amount to reach your account depends on your bank or payment provider. For international payments, bank and currency-conversion charges may be deducted.
• Where GST was charged, we will issue a credit note as required under GST law.

09If you disagree with a decision

If you are not satisfied with our decision, you may ask for it to be reviewed by the Proprietor by replying to our decision email. Refund decisions are made in line with this policy and your Engagement Documents, and nothing in this policy limits any rights you have under the Consumer Protection Act, 2019 or other applicable law. Disputes are governed by the laws of India, as set out in our Terms & Conditions.

10Contact

This policy forms part of one legal framework together with our Business Policy, Privacy Policy, Terms & Conditions and Disclaimer. Where a signed agreement, proposal or statement of work with you says something different, that document prevails for your engagement.

Effective Date: 26 September 2026 · Last Updated: 26 September 2026 · This version replaces the Refund Policy effective 27 June 2023.