MOST IMPORTANT TERMS AND CONDITIONS

The short version, in plain English. This is a summary written for speed, not a replacement for the real thing. If anything here disagrees with the full Policy that follows, the full Policy wins.

1. Nothing Is Committed Until You Pay.

We ask for the full fee in advance in every case, and we do not begin searching until it reaches us. Until then you are free to step away, simply by telling us in writing, at no charge and without giving a reason.

Full detail: Clauses 3.5, 3.6, and 4.1.

2. Once Payment Is Made, the Fee Is Non-Refundable.

Payment is what starts the work, so from that point the fee is committed. This holds whether you change your mind, pause the search, decide not to hire anyone we introduce, or find someone through another route.

Full detail: Clause 6 (No Refunds).

3. You Are Paying for the Search, Not for a Particular Outcome.

The fee covers our time, our market knowledge, and the judgement that goes into finding and shortlisting the right builders for you. That work is delivered as we carry it out, and it is earned from the moment the engagement begins.

Full detail: Clauses 6.2, 6.3, and 6.6.

4. After Payment, Cancelling Takes Both of Us.

Once work has started there is no unilateral cancellation. A cancellation takes effect only when we confirm it in writing, and the fee already paid remains non-refundable.

Full detail: Clauses 4.3 to 4.5.

5. If We Take Your Money and Then Do Not Start, You Get It Back.

In the one situation where we have your fee but have not begun any work, and we decide not to proceed, we return it. That is a right, not a favour.

Full detail: Clause 5.4.

6. We May Also Choose to Refund in Other Cases. That Choice Sits With Us.

We can issue a refund or a credit at our discretion where we think it is the right thing to do. It is offered as goodwill rather than as an admission, and it does not create an entitlement for anyone else.

Full detail: Clause 7 (Discretionary Refunds).

7. What You Pay a Builder Is Separate From What You Pay Us.

We never hold money passing between you and a builder, so we are not able to return it. Anything owed back on that side is a matter between you and them, under the contract you agreed with them.

Full detail: Clauses 2.1 and 2.2.

8. Please Come to Us Before You Go to Your Bank.

If something about a payment does not look right, tell us first and we will look into it properly. We would far rather resolve it directly with you than through a chargeback.

Full detail: Clauses 8 and 9.

9. Your Statutory Rights Are Untouched.

Nothing in this Policy removes or reduces any right you have under Indian consumer law that cannot be given up by agreement.

Full detail: Clause 10 (Statutory Rights).

Still with us? Good. The full Policy begins overleaf, and it governs.

Table of Contents

1. Introduction

This Cancellations and Refunds Policy sets out the basis on which engagements with Non Zero Design LLP ("Non Zero", "Reborn Goods", "we", "us", "our") in connection with Reborn Goods, operated at https://www.reborngoods.co/ (the "Platform"), may be cancelled, and the basis on which fees paid to us are treated.

This Policy forms part of, and should be read together with, our Terms and Conditions and our Privacy Policy. Terms defined in the Terms and Conditions have the same meaning in this Policy.

1.1 By engaging Non Zero, by executing a Client Agreement, or by making any payment to us in connection with the Platform, you acknowledge that you have read, understood, and accepted this Policy.

2. Scope and Precedence

2.1 This Policy applies only to fees payable by you to Non Zero. It does not apply to any sum payable between a Brand and a Builder.

2.2 Non Zero is not a party to any contract between a Brand and a Builder, does not receive, hold, or handle any funds passing between them, and has no obligation, power, or liability in respect of the cancellation, refund, credit, adjustment, or recovery of any sum payable under any such contract. Any cancellation or refund as between a Brand and a Builder is a matter solely between those persons, to be resolved under the terms agreed between them.

2.3 In the event of any conflict or inconsistency between the documents governing our relationship, the following order of precedence shall apply, in descending order: (a) any Client Agreement executed between you and Non Zero, in respect of the Services covered by it; (b) this Cancellations and Refunds Policy; and (c) the Terms and Conditions.

2.4 Browsing the Platform is made available free of charge. Where you engage us to search for, shortlist, recommend, or introduce Builders, or to provide any other Services, fees are payable as set out in the applicable Client Agreement, and this Policy governs the treatment of those fees. Builders are not charged for submitting an application, for being listed, or for receiving an introduction, and this Policy is accordingly of no application to them in that capacity.

3. Fees and Payment in Advance

3.1 Where you engage us to search for, shortlist, recommend, or introduce Builders, or to provide any other Services, the fees, the payment schedule, the milestones, and the deliverables shall be as set out in the applicable Client Agreement. No fee-bearing Services shall be provided in the absence of an executed Client Agreement.

3.2 All fees are exclusive of goods and services tax and other applicable taxes, levies, and duties, which shall be payable in addition at the prevailing rate.

3.3 Fees are payable in the currency, and by the method, specified in the Client Agreement. Bank charges, payment gateway charges, currency conversion costs, and any withholding or deduction required by law shall be borne by you, and any sum withheld or deducted shall not reduce the amount treated as paid to us.

3.4 Time for payment is of the essence. Where any sum due to us remains unpaid, we may decline to commence, suspend, or discontinue the Services.

3.5 All fees are payable in full and in advance. We do not offer credit terms, instalments, milestone billing, or payment on completion in respect of the Services. This applies in all cases and without exception.

3.6 No Services shall commence, and no search, shortlist, recommendation, or introduction shall be undertaken, until the fee has been received by us in full and credited to our account in cleared funds. The engagement is treated as commencing on the date those cleared funds are received. Until that point, you are under no obligation to pay and we are under no obligation to perform.

4. Cancellation by You

4.1 Before payment. You may cancel at any time before the fee has been paid, by written notice to us, at no charge, without penalty, and without giving any reason. Because no fee will have been paid and no work will have commenced, nothing is payable by you and no question of a refund arises.

4.2 Acceptance of a proposal, quotation, or Client Agreement does not oblige you to proceed if the fee has not yet been paid. Equally, we are under no obligation to hold any quoted fee, timeline, or capacity open, and any quotation lapses if payment is not received within the period stated in it or, where no period is stated, within thirty (30) days of its date.

4.3 After payment. Once the fee has been paid, the engagement commences in accordance with Clause 3.6 and may be cancelled only by mutual written agreement between you and Non Zero. There is no unilateral right of cancellation after payment.

4.4 A request to cancel after payment must be made in writing to hello@reborngoods.co, with a copy to help@nonzero.space, and must identify the engagement concerned and the reason for the request. A cancellation takes effect only when we confirm it in writing. Silence, non-response, or the absence of any objection on our part does not constitute acceptance of a cancellation request.

4.5 Where a cancellation is agreed after payment, the fee paid remains non-refundable in accordance with Clause 6, unless we expressly agree otherwise in writing at the time of the cancellation.

4.6 Where a Client Agreement provides its own cancellation mechanism, that mechanism shall prevail in respect of the Services covered by it, in accordance with Clause 2.3.

5. Cancellation, Suspension, or Termination by Non Zero

5.1 We may cancel, suspend, or terminate an engagement, and may decline to commence or continue any Services, at our discretion, including where: (a) any sum due to us remains unpaid; (b) you are in breach of the Terms and Conditions or of a Client Agreement; (c) you have provided information that is false, incomplete, or misleading; (d) continuing would, in our reasonable opinion, expose us to legal, regulatory, sanctions, reputational, or professional risk; (e) an event of force majeure prevents or materially impedes performance; or (f) we are required to do so by law or by a competent authority.

5.2 Where we cancel, suspend, or terminate under Clause 5.1(a) to (d), all fees paid or payable up to the effective date remain payable and non-refundable.

5.3 Where we cancel under Clause 5.1(e) or (f), or where we cancel for our own convenience and no fault or breach on your part is involved, we may, at our sole discretion, refund or credit such portion of the fees as we consider appropriate, having regard to the work performed, the resources committed, and the costs and third-party charges incurred up to the effective date. Save as provided in Clause 5.4, nothing in this Clause obliges us to make any refund or credit.

5.4 Where we have received the fee but have not commenced any work, and we decline to proceed for our own convenience, we shall return the fee, less any bank, payment gateway, or currency conversion charges and any taxes already remitted and not recoverable by us. This is the only circumstance in which a refund is payable as of right under this Policy.

6. No Refunds

6.1 Subject only to Clause 5.4, Clause 7, and Clause 10, all fees paid to Non Zero are non-refundable under any circumstances, and no refund, credit, set-off, adjustment, or pro-rating shall be claimed by you or shall be payable by us.

6.2 Without limiting Clause 6.1, no refund shall be payable where: (a) you decide not to proceed, change your requirements, or no longer require the Services; (b) you fail or delay in providing information, materials, approvals, feedback, or access necessary for us to perform; (c) you are dissatisfied with any recommendation, shortlist, introduction, opinion, listing, or editorial decision, each of which is a matter of our subjective judgement; (d) no introduction is made, no builder responds, no engagement results, or any engagement that results does not proceed, is delayed, or is terminated; (e) any brand or builder acts, omits to act, delays, defaults, misrepresents, becomes insolvent, or performs unsatisfactorily; (f) your listing does not generate enquiries, work, visibility, or any other outcome; (g) the RG Vetted Badge is not applied to your listing, or is withdrawn; (h) your listing or brief is declined, edited, suspended, or removed in accordance with the Terms and Conditions; (i) you cease to use the Platform, or your access is terminated for breach; or (j) work has commenced, in whole or in part, whether or not any deliverable has been issued.

6.3 Fees are payable in consideration of the commitment of our time, expertise, editorial judgement, and resources to your engagement, and are earned upon that commitment. They are not contingent upon any particular outcome, result, introduction, engagement, or level of commercial success.

6.4 Deposits, advance payments, retainers, onboarding fees, and listing or feature fees are non-refundable in full upon receipt.

6.5 Third-party costs incurred or committed on your behalf, including payments to any vendor, platform, or service provider, are non-refundable in all circumstances, whether or not the engagement proceeds.

6.6 For the avoidance of doubt, the fee payable for a search, shortlist, recommendation, or introduction engagement is earned in full upon commencement of that engagement, being the date on which cleared funds are received in accordance with Clause 3.6. It is not refundable in whole or in part, and no proportionate adjustment falls to be made, if you subsequently decide not to proceed with any Builder introduced to you, decide not to proceed with the project at all, or engage a Builder sourced by other means. The service you are paying for is the search and the shortlist, and it is delivered as that work is carried out.

7. Discretionary Refunds

7.1 Notwithstanding Clause 6, Non Zero may, at its sole and absolute discretion, elect to issue a refund or a credit, in whole or in part, in any case it considers appropriate.

7.2 Any such refund or credit: (a) is made as a gesture of goodwill and without any admission of liability, breach, deficiency, or wrongdoing; (b) does not constitute a waiver of any right or remedy available to us; (c) does not create any precedent, entitlement, or expectation in respect of any other request, engagement, or person; and (d) is final.

7.3 We are under no obligation to consider any request for a discretionary refund, to give reasons for any decision, or to enter into correspondence regarding it. A decision not to issue a refund is not subject to appeal.

7.4 Where a refund is issued, it shall be made to the original payment instrument or bank account from which payment was received, net of any bank charges, payment gateway charges, currency conversion costs, taxes already remitted to the authorities and not recoverable by us, and third-party costs incurred or committed. We will use reasonable efforts to process an agreed refund within thirty (30) working days of written confirmation, subject to receipt of any information we reasonably require.

8. How to Make a Request

8.1 Any request for cancellation, or for a discretionary refund, must be made in writing to hello@reborngoods.co, with a copy to help@nonzero.space, and must include: your name and the name of the entity you represent; the engagement or invoice reference; the date and amount of the payment concerned; and a clear statement of what is requested and why.

8.2 A request must be made within fifteen (15) days of the event giving rise to it. We are under no obligation to consider a request made after that period.

8.3 We will acknowledge a request within a reasonable time and will communicate our decision in writing.

9. Chargebacks and Payment Disputes

9.1 You agree to raise any concern regarding a payment with us directly, in accordance with Clause 8, before initiating any chargeback, reversal, or dispute with your bank, card issuer, or payment provider.

9.2 Initiating a chargeback or payment dispute in respect of a sum properly due under this Policy or a Client Agreement constitutes a breach of the Terms and Conditions. We reserve the right to contest any such chargeback, to suspend or terminate your access to the Platform and to remove any listing, and to recover from you the disputed sum together with any associated fees, charges, and reasonable costs of recovery.

10. Statutory Rights

10.1 Nothing in this Policy operates to exclude, restrict, or limit any right or remedy available to you which cannot lawfully be excluded, restricted, or limited under applicable law, including under the Consumer Protection Act, 2019, where it applies to you.

10.2 Where any provision of this Policy is held to be unenforceable to any extent, that provision shall be limited or severed to the minimum extent necessary, and the remainder of this Policy shall continue in full force and effect.

11. Governing Law and Dispute Resolution

11.1 This Policy shall be governed by and interpreted in accordance with the laws of India, notwithstanding conflict of law rules.

11.2 Any dispute arising out of or in connection with this Policy shall be resolved in accordance with the dispute resolution provisions of our Terms and Conditions, which provide for negotiation followed by arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996, with its seat and venue at New Delhi, India, and conducted in English.

11.3 Subject to those provisions, the courts at New Delhi, India, shall have exclusive jurisdiction in support of, or in aid of, that arbitration.

12. Changes to This Policy

We may update this Policy from time to time in order to reflect changes to our practices or to applicable law. When we make changes, we will revise the "Last Updated" date at the top of this Policy. The version of this Policy in force at the date of your engagement, or at the date of the applicable Client Agreement, shall govern that engagement.

13. Contact

You may contact us at the following address: Non Zero Design LLP, Enam Sambhav, BKC WeWork Enam Sambhav, C-20, G Block Rd, G Block BKC, Bandra Kurla Complex, Bandra East, Mumbai, Maharashtra 400051, India.

Email: hello@reborngoods.co or help@nonzero.space