Our policies on cancellations, refund processing, and dispute resolution
This Refund and Cancellation Policy outlines the terms and conditions under which BIGBUILDUP DEVELOPERS PVT LTD ("the Company," "we," "us," or "our") processes refunds, cancellations, and related requests for our infrastructure engineering services. This policy is designed in compliance with the Reserve Bank of India (RBI) guidelines and CCAvenue payment gateway requirements. By engaging our services and making payments through our website or any authorized payment channel, you ("the Client," "you," or "your") agree to the terms set forth in this policy.
Clients may request cancellation of contracted services subject to the following timelines and conditions:
a) Cancellation Before Service Commencement: If a cancellation request is submitted at least 7 business days before the scheduled commencement of any service (site survey, project consultation, engineering assessment, etc.), the Client is entitled to a full refund of the advance payment, minus any applicable payment gateway or transaction processing charges.
b) Cancellation Within 48 to 7 Business Days of Commencement: If a cancellation request is received between 48 hours and 7 business days before the scheduled service date, a cancellation fee of up to 15% of the total service value may be deducted to cover administrative and resource allocation costs. The remaining amount will be refunded.
c) Cancellation Within 48 Hours of Commencement: Cancellation requests received less than 48 hours before the scheduled commencement are subject to a cancellation fee of up to 30% of the total service value, as resources and personnel may have already been mobilized.
d) Cancellation After Service Has Commenced: Once a service has been initiated or work has commenced on-site or at our engineering offices, the project milestone advance becomes non-cancelable. Partial refunds may be considered on a case-by-case basis depending on the stage of completion (see Section 6).
All cancellation requests must be submitted in writing via email to admin@thebigbuildup.com.
A refund may be granted under the following circumstances:
a) The Client has cancelled the service within the permissible timelines as outlined in Section 2 above.
b) The Company has failed to deliver the agreed-upon service within the mutually agreed timeline, and the delay is solely attributable to the Company.
c) A duplicate or erroneous payment has been made by the Client due to a technical or payment gateway error.
d) The service was not rendered at all due to circumstances within the Company's control.
Refund eligibility is determined solely at the discretion of the Company after reviewing all relevant documentation, communication records, and service delivery status.
Once a refund request has been reviewed and approved by the Company, the refund will be processed as follows:
a) Mode of Refund: All approved refunds will be credited back to the original payment method used at the time of the transaction (credit card, debit card, net banking, UPI, or wallet), in compliance with RBI and payment aggregator guidelines.
b) Processing Time: Refunds will be initiated within 5 to 7 business days from the date of approval. Please note that the actual credit to your account may take an additional 5 to 10 business days depending on your bank or financial institution's processing time.
c) Confirmation: The Client will receive an email confirmation at their registered email address once the refund has been initiated, along with any applicable transaction reference number.
d) Payment Gateway Charges: Any non-refundable payment gateway or transaction processing charges levied by third-party payment processors (including CCAvenue) will be deducted from the refund amount. These charges are beyond the control of the Company.
The following services and deliverables are non-refundable once they have been completed, delivered, or initiated, as they involve committed professional resources, time, and expertise:
a) Completed Site Surveys: Any on-site technical survey, geotechnical investigation, topographical survey, or alignment survey that has been fully or substantially completed.
b) Delivered Blueprints and Engineering Drawings: Architectural blueprints, structural drawings, design documents, CAD files, or any engineering deliverables that have been shared with the Client in physical or digital format.
c) Initiated Tender Documentation: Tender preparation services, bid documentation, BOQ (Bill of Quantities) preparation, or any procurement-related documentation work that has been commenced.
d) Consultation Services: Professional consultation, feasibility studies, or advisory services that have been rendered in full or in part.
e) Mobilization Costs: Any costs incurred toward mobilization of machinery, equipment, personnel, or materials to a project site.
In cases where a service has been partially completed or where cancellation occurs after commencement but before full delivery, the Company may, at its sole discretion, offer a partial refund. The partial refund amount will be determined based on:
a) The percentage of work completed at the time of the cancellation request.
b) Costs already incurred by the Company, including but not limited to manpower deployment, material procurement, equipment mobilization, and third-party subcontractor charges.
c) The value of any deliverables already provided to the Client.
d) Administrative and overhead costs proportional to the scope of work undertaken.
The Client will be informed of the partial refund calculation with a detailed breakdown via email within 10 business days of the cancellation request.
To initiate a refund or cancellation request, the Client must send an email to admin@thebigbuildup.com with the following details:
a) Full name of the Client or authorized representative.
b) Registered email address and contact number.
c) Transaction ID / Payment Reference Number.
d) Date of payment and amount paid.
e) Service or project name for which the refund is being requested.
f) Reason for the cancellation or refund request.
g) Any supporting documentation (receipts, invoices, correspondence, etc.).
Our team will acknowledge your request within 2 business days and provide a resolution or status update within 7 business days of receipt.
In the event of any dispute arising out of or in connection with this Refund and Cancellation Policy, the following resolution mechanism shall apply:
a) Internal Resolution: The Client is encouraged to first reach out to our administrative team at admin@thebigbuildup.com with complete details of the dispute. We are committed to resolving all disputes amicably within 15 business days.
b) Escalation: If the dispute remains unresolved after the internal resolution process, the Client may escalate the matter in writing to the Company's registered office address.
c) Governing Law: This policy shall be governed by and construed in accordance with the laws of India. Any legal proceedings arising out of this policy shall be subject to the exclusive jurisdiction of the courts in Patna, Bihar, India.
d) RBI/Payment Gateway Disputes: For disputes related to payment processing, unauthorized transactions, or chargebacks, the Client may also approach their respective bank or card issuer in accordance with the RBI's grievance redressal framework and the dispute resolution mechanism provided by CCAvenue.
For any questions, concerns, or requests related to refunds and cancellations, please contact us:
BIGBUILDUP DEVELOPERS PVT LTD
Registered Office:
Ground Floor 01 & 02, 21 A, Montessori Lane,
Boring Road, Patna, Bihar - 800001, India
Email: admin@thebigbuildup.com
Phone: +91 7091 590099
May 2026
Contact our team for assistance with cancellations, refunds, or payment disputes.
