Refund & Cancellation Policy

Ice Penguin (operated under the proprietorship of Engr. Pronabesh Ghosh) strives to deliver high-quality digital services and products. This Refund & Cancellation Policy applies to all payments made for Services offered through the Platform at https://icepenguin.in and all associated sub-domains.

All refund requests are subject to the specific conditions outlined below for each service category. We evaluate every refund request on a case-by-case basis with a commitment to fairness and transparency.

This policy should be read in conjunction with our Terms & Conditions and Privacy Policy.

Refund eligibility for web development services (Free Startup, Basic, Gold, Premium plans and custom projects) depends on the project stage:

• Free Startup Plan (₹99 setup fee): The setup fee is non-refundable as it covers account provisioning, sub-domain allocation, and initial configuration costs.
• Dissatisfaction with delivered work: If you are dissatisfied with the final deliverable, we will first attempt to resolve your concerns through up to 3 rounds of revisions at no additional charge (within the scope of the original project brief). If issues persist after revisions, a partial refund may be considered at our discretion.
• Delayed delivery by Ice Penguin: If we fail to deliver the project within the mutually agreed timeline (plus a 7-day grace period), you are entitled to request a full refund of any payments made.

• Free Tier: !ce Forms, !ce Sheets, !ce GoLinks, and !ce Space are currently offered as free-to-use products. As no payment is involved, no refund applies.
• Future Paid Features: If premium/paid tiers are introduced for any SaaS product, the following will apply:
  • Refund requests made within 7 days of purchase will be eligible for a full refund, provided the paid features have not been substantially utilized.
  • Refund requests after 7 days will be evaluated on a case-by-case basis. Pro-rated refunds may be offered at our discretion.
  • Annual subscriptions cancelled mid-term will receive a pro-rated refund for unused complete months remaining.
• Service Downtime: If a paid SaaS product experiences cumulative downtime exceeding 24 hours in any 30-day period (excluding scheduled maintenance), you may request a pro-rated credit for the affected period.

• Monthly Maintenance Fees (₹500/month for Basic, ₹1,000/month for Gold/Premium) are billed in advance and are non-refundable once the billing period has commenced.
• Cancellation: You may cancel your maintenance plan at any time with 15 days' written notice before the next billing cycle. The plan will remain active until the end of the current paid period.
• Non-delivery of maintenance services: If we fail to provide the agreed maintenance support during a paid period, you may request a full refund for that specific billing period.

• !ce Pay serves as a payment facilitation platform. Payments made through !ce Pay invoices are for specific services/deliverables agreed upon between Ice Penguin and the client.
• Platform Fee (5%): The convenience/platform fee charged on !ce Pay transactions under the Free Startup plan is non-refundable once the transaction has been processed successfully.
• Failed Transactions: If a payment fails or is not received by Ice Penguin despite being debited from your account, we will investigate with the payment network and either credit the amount or initiate a reversal within 5–7 business days.
• Duplicate Payments: If you are charged twice for the same invoice, the duplicate amount will be refunded in full within 5–7 business days upon verification.

• Refunds for UPI payments made via form fields are the sole responsibility of the form creator (the party whose UPI ID received the payment).
• Ice Penguin has no access to, control over, or visibility into the funds transferred via UPI between form respondents and form creators.
• If you have paid via a form's UPI payment field and require a refund, you must contact the form creator/organization directly.
• Ice Penguin may assist in facilitating communication between the parties if a formal complaint is raised at info@icepenguin.in, but we cannot compel the form creator to issue a refund.

The following are strictly non-refundable under any circumstances:

• Domain name registration fees (domains once registered cannot be "un-registered").
• Third-party service fees paid on your behalf (SSL certificates, hosting plans, analytics subscriptions, email service subscriptions) that have already been provisioned.
• Free Startup Plan setup fee (₹99) — covers provisioning costs.
• Completed and delivered web development projects that have been approved/signed off.
• Maintenance fees for periods that have already commenced.
• !ce Pay platform convenience fees on successfully processed transactions.
• Services terminated due to violation of our Terms & Conditions or Acceptable Use Policy.

To request a refund:

1. Submit a Request: Email info@icepenguin.in with the subject line "Refund Request — [Your Name / Invoice ID]". Include your account email, payment receipt/transaction ID, service description, and reason for the refund request.
2. Acknowledgment: We will acknowledge your request within 48 hours (business hours, IST).
3. Review: Our team will review the request and may ask for additional information. Review typically completes within 5–7 business days.
4. Decision: You will receive a written decision (via email) with the outcome — approved (full or partial), or denied with a detailed explanation.
5. Processing: Approved refunds are processed within 7–10 business days of approval. Refunds are issued to the original payment method (UPI, bank transfer) used for the transaction. The actual credit timeline depends on your bank/UPI provider.

• Web Development Projects: You may cancel a project at any time by written notice to info@icepenguin.in. Refund eligibility upon cancellation follows the table in Section 2 above based on the project stage at the time of cancellation.
• Maintenance Plans: Cancel with 15 days' written notice before the next billing cycle. Service continues until the end of the current paid period.
• Newsletter/Email Subscriptions: You may unsubscribe at any time using the unsubscribe link in any email or by contacting us. No refund applies as this is a free service.
• Account Deletion: You may request account deletion at any time. This is irreversible and all associated data (forms, spreadsheets, configurations) will be permanently deleted within 30 days. No refund is applicable for account deletion.

• We encourage you to contact us directly before initiating a chargeback or dispute with your bank/payment provider. We are committed to resolving issues promptly and fairly.
• If a chargeback is initiated without first contacting us and is found to be unjustified, we reserve the right to: (a) suspend or terminate your account; (b) recover the chargeback amount plus any fees incurred; (c) pursue legal remedies under applicable law.
• Fraudulent chargebacks (where services were delivered as agreed) may be reported to appropriate law enforcement authorities.

Ice Penguin shall not be liable for delays or failure to perform obligations under these Terms due to events beyond our reasonable control, including but not limited to: natural disasters, pandemics, government actions, internet/infrastructure outages, cyberattacks, acts of war or terrorism, or labor disputes.

In such events, affected deadlines will be extended by a period equal to the duration of the force majeure event. If the force majeure event continues for more than 60 days, either party may terminate the affected service agreement, and any pre-paid amounts for undelivered services will be refunded on a pro-rata basis.

This section applies to services purchased through Partner Portals — independent third-party services hosted on Ice Penguin's infrastructure (*.icepenguin.in subdomains). These include, but are not limited to, educational institutions, digital marketing agencies, creative studios, and other service providers.

Payment Processing: If payments for Partner services are processed through Ice Penguin's payment infrastructure (!ce Pay or integrated UPI gateways), refund processing will be subject to the payment gateway's standard policies and timelines. Ice Penguin will facilitate the technical processing of approved refunds but the refund approval decision rests solely with the Partner.

Dispute Escalation: If a Partner fails to address your refund request within 30 business days, you may escalate the matter to Ice Penguin at info@icepenguin.in. Ice Penguin will make reasonable efforts to facilitate communication and resolution between parties, but is not liable for the Partner's refund obligations or service-related disputes.

Non-Refundable Partner Services: Certain Partner services may be non-refundable as per the Partner's terms, including but not limited to:

• Completed digital deliverables (e.g., edited videos, graphic designs, developed websites).
• Examination and assessment services (e.g., mock test registrations, result processing).
• Consultation fees and advisory services already rendered.
• Subscription fees for periods already consumed.
• Services explicitly marked as non-refundable by the Partner at the time of purchase.

Ice Penguin's Limitation: To the fullest extent permitted by law, Ice Penguin shall not be held responsible for any financial losses, service dissatisfaction, or unmet expectations arising from Partner services. Your contractual relationship for service delivery is with the Partner, not with Ice Penguin.

For refund requests, cancellation inquiries, or questions about this policy, please contact:

We are committed to resolving all refund and cancellation matters promptly and fairly. Our team typically responds within 48 hours during business days (Monday – Saturday, 10:00 AM – 7:00 PM IST).