Refund Policy

1. Overview

This Refund Policy explains when and how clients of TrainPlex can request a refund for paid engagements. TrainPlex is a managed AI training platform operated by Cybdeer Network Pvt Ltd from Jaipur, Rajasthan, India. This policy is read together with our Terms of Service and your executed Statement of Work ("SOW"). Where this policy conflicts with a signed SOW, the SOW prevails.

2. Who this policy applies to

This policy applies to clients (AI companies and enterprises) who pay TrainPlex for annotation, RLHF, evaluation, or related services.

This policy does not apply to AI Trainers. Earnings approved for AI Trainers are not refundable to TrainPlex. Rejected tasks carry no earnings and therefore no refund scenario arises. There are no application fees, onboarding fees, or platform subscription fees charged to AI Trainers.

3. Free pilot

Our standard 100-task free pilot is offered at no cost. Because no payment is made, no refund applies. If you are unhappy with the free pilot, the engagement simply ends — we use the feedback to improve.

4. Paid pilots and one-off engagements

For paid pilots or small fixed-fee engagements below ₹2,00,000 (or USD 2,500 for international clients):

• Before work begins: Full refund if you cancel before we assign trainers or start the calibration round. Requests must be in writing to contact@trainplex.in.
• After work begins, before delivery: Pro-rata refund for work not yet performed. Completed and approved tasks are billed at the agreed rate; remaining budget is refunded.
• After delivery: If deliverables fail the acceptance criteria documented in the engagement brief, we will rework at no extra cost. Refund is available only if rework fails to meet the criteria after a reasonable second attempt.

5. Ongoing SOW engagements

For larger or ongoing engagements governed by a signed SOW or Master Services Agreement:

• Refund, credit, and termination terms are defined in your SOW and override this policy.
• In the absence of an SOW-specific term, Section 4 above applies on a per-milestone basis.
• Unused prepaid credits may be applied to subsequent work or refunded on termination, less fees for work in progress.

6. Quality-based rework vs refund

TrainPlex operates a 4-layer QA pipeline. Our first remedy for quality issues is always rework at no additional cost, because rework preserves the investment of calibration, trainer onboarding, and domain context that makes subsequent batches faster.

We issue refunds only when: (a) the acceptance criteria were clearly defined in writing before work began, (b) rework has been attempted in good faith and still fails to meet those criteria, and (c) the failure is primarily attributable to TrainPlex (not to undocumented or shifting client requirements).

7. Non-refundable items

The following are not refundable once incurred:

• One-time setup or platform integration fees.
• Training or calibration costs where trainers have already completed the work, even if you decide not to proceed to production batches.
• Deliverables that have been formally accepted in writing (or deemed accepted by silence for 10 business days after delivery, unless your SOW specifies otherwise).
• Third-party pass-through costs (for example, client-provided tooling fees, sandbox licenses).
• Currency conversion differences, bank charges, or transaction fees.

8. Credits in lieu of refund

Where possible and with your agreement, we may offer platform credits applied to future engagements instead of a cash refund. Credits are typically issued at a 1.1× multiplier of the refund amount (so ₹10,000 refundable becomes ₹11,000 credit) and remain valid for 12 months. You may decline credits and request a cash refund under the conditions in Sections 4–6.

9. How to request a refund

Send a written request to contact@trainplex.in with:

• Your company name and invoice number(s).
• Engagement brief or SOW reference.
• Reason for the request, with any supporting quality evidence (failed acceptance criteria, rework attempts, etc.).
• Amount requested and preferred refund mode (original payment method, bank transfer, or credit).

We acknowledge every refund request within 3 business days and respond with a decision or request for clarification within 10 business days.

10. Processing time and mode

Approved refunds are processed within 15 business days of the decision date. Refunds are issued:

• In the original currency of payment (INR or USD).
• To the original payment method where technically feasible; otherwise by bank transfer to an account you nominate.
• Net of any non-refundable items (Section 7) and any outstanding invoices on your account.

11. Chargebacks

We ask you to contact us at contact@trainplex.in before initiating a payment chargeback — most issues are resolved faster through direct discussion. Chargebacks initiated without prior contact may be contested with evidence of work delivered and accepted.

12. Taxes and statutory deductions

Refunds reverse the fee components of an invoice. GST or other statutory taxes, if already filed with the relevant tax authority, will be refunded per the timelines and mechanisms allowed by the governing tax law. We will provide a credit note for the tax component as required under GST rules.

13. Fraud and abuse

We reserve the right to decline refund requests that are (a) based on intentionally misleading information, (b) repeatedly made after successful deliveries accepted without objection, or (c) part of a pattern of abuse of this policy. In such cases the governing law and jurisdiction clause (Section 15) applies.

14. Changes to this policy

We may update this Refund Policy from time to time. Changes take effect when posted here, with the "Last updated" date above revised. Material changes affecting active clients will be communicated directly by email at least 30 days before taking effect.

15. Governing law and jurisdiction

This Refund Policy is governed by the laws of India. The courts at Jaipur, Rajasthan shall have exclusive jurisdiction over any dispute arising from or relating to this policy.

16. Contact

Billing and Refunds:
TrainPlex (a flagship product of Cybdeer Network Pvt Ltd)
Jaipur, Rajasthan, India
Email: contact@trainplex.in
Website: trainplex.in

17. Related policies

This Refund Policy should be read together with our Terms of Service and Privacy Policy. For information on the services that fall under this policy, see our services, case studies, and home page. AI Trainers can review the AI Trainer programme or our blog. To start a refund discussion or new engagement, contact us.