Customer Agreement, Privacy Policy & Refund Policy

PART A

Part B: Privacy Policy

This Privacy Policy forms Part B of, and is incorporated into, this Agreement. It explains how UKIYO AI Private Limited collects, uses, shares, stores and protects personal data when you access the Website or use the Services, in accordance with the Digital Personal Data Protection Act, 2023 (“DPDP Act”) and other applicable Indian law. For personal data you provide to us, we act as a Data Fiduciary.

B1. Personal data we collect

(a) Identity & contact — name, email, phone, organisation, designation, address.

(b) Billing & tax — billing address, GSTIN, invoice details.

(c) Payment information — processed by RBI-authorised gateways; we receive transaction confirmations and limited metadata (e.g. last four digits, status) but do not store full card/bank credentials.

(d) Account & credentials — login identifiers and authentication data.

(e) Usage & device — IP address, browser/device, pages visited, cookies and analytics (see B6).

(f) Communications — your messages, support tickets and feedback.

(g) Client-supplied data — personal data you upload or instruct us to process to deliver the Services (for which you are the Data Fiduciary and we are a Data Processor — see B10).

B2. How we collect and our lawful basis

We collect personal data directly from you (Orders, forms, communications), automatically (Website, cookies, analytics) and from third parties (payment gateways, analytics, your authorised representatives). We process it on the basis of your consent and/or certain legitimate uses permitted under the DPDP Act, only to the extent necessary for the purposes in B3.

B3. Purposes of processing

To provide and manage the Services; process payments and issue invoices; communicate, support and respond to grievances; ensure security and prevent fraud; comply with law and respond to lawful requests; and, with your consent, send marketing communications.

B4. Notice, consent and withdrawal

Where processing is based on consent, we give a clear notice describing the data, the purposes, how to exercise your rights, and how to complain to the Data Protection Board of India. Consent is sought through a free, specific, informed, unconditional and unambiguous affirmative action and is limited to the data necessary for the stated purpose. You may withdraw consent at any time, as easily as you gave it, by contacting the Grievance Officer (B7); withdrawal does not affect prior lawful processing and may limit our ability to provide certain Services.

B5. Sharing and disclosure

We do not sell personal data. We share it only with: payment gateways and Data Processors/service providers (cloud, communications, analytics) bound by confidentiality and security obligations; professional advisers; authorities where required by law or to protect rights and safety; and a successor in a merger/acquisition, with continued protection.

B6. Cookies and tracking

The Website uses cookies and similar technologies for functionality, analytics and (with consent) marketing. You can manage cookies through your browser or our cookie banner. Non-essential cookies are used only with your consent.

B7. Your rights as a Data Principal

Under the DPDP Act you have the right to: access a summary of your personal data and its processing; correction, completion, updating and erasure; grievance redressal; nominate an individual to exercise your rights in the event of death or incapacity; and withdraw consent. To exercise these rights, contact the Grievance Officer below; we may verify your identity before acting.

B8. Retention, security and breach notification

We retain personal data only as long as necessary for the purposes collected or as required by law (e.g. tax, accounting, contractual records), after which we erase or anonymise it. We apply reasonable technical and organisational security safeguards. In the event of a personal-data breach, we will notify the Data Protection Board of India and affected Data Principals as required by the DPDP Act.

B9. Cross-border transfer and children’s data

(a) Personal data may be processed or stored on servers in India or abroad; any transfer outside India is made in accordance with the DPDP Act, including restrictions notified by the Central Government.

(b) The Services are intended for persons aged 18 and above. We do not knowingly process a child’s personal data without verifiable parental/guardian consent, and we do not undertake tracking, behavioural monitoring or targeted advertising directed at children.

B10. Client-supplied data (we as Data Processor)

Where you provide personal data about your own users/customers for us to process, you are the Data Fiduciary and we act as Data Processor on your documented instructions, applying reasonable security safeguards and assisting with data-principal requests and breach notification. You warrant that you have a lawful basis and valid consents.

B11. Grievance Officer and changes

Data-protection questions, requests and grievances may be addressed to the Grievance Officer named in Clause 24 (Rajesh Kumar Verma, info@ukiyoai.de). You may also complain to the Data Protection Board of India. We may update this Privacy Policy; the current version is published on the Website with its “Last updated” date.

Part C: Refund & Cancellation Policy

This Refund & Cancellation Policy forms Part C of, and is incorporated into, this Agreement, and is published in compliance with the Consumer Protection (E-Commerce) Rules, 2020. UKIYO AI provides customised, digital and professional Services; refund eligibility reflects work already performed. Nothing in this Policy limits a Consumer’s statutory rights, including the right to a refund where Services are defective, deficient, not as described or not delivered.

C1. Cancellation of subscriptions

You may cancel auto-renewal at any time with at least 7 days’ notice before the next billing date, via your account or by emailing info@ukiyoai.de. Cancellation stops future renewals; the current paid period continues to its end. Fees already paid for the current period are generally non-refundable, except where required by law or for proven deficiency.

C2. Setup / onboarding fees

Non-refundable once onboarding or configuration work has commenced, save where the Service is deficient or not as described.

C3. One-time / project / programme work

Refunds, if any, are limited to amounts paid for milestones not yet commenced. Amounts attributable to work performed, third-party costs incurred and licences procured are non-refundable. A Consumer’s statutory rights for deficient Services are not affected.

C4. Performance / success fees

Charged only on realised, verified savings or secured incentives as defined in the SOW; not charged where no such outcome is realised.

C5. Deficiency or Service not as described

If Services are not delivered in accordance with the SOW or applicable standards, notify us within 7 days of the relevant deliverable. We will, as appropriate, re-perform, correct or refund the affected portion. For a Consumer, this is in addition to statutory remedies under the Consumer Protection Act, 2019.

C6. Non-refundable items and cooling-off

(a) Non-refundable: taxes already remitted to authorities; third-party / media / ad spend; cloud, telephony, messaging and licence charges; and gateway/transaction fees, except where mandated by law.

(b) Indian law does not provide a mandatory cooling-off period for digital or customised professional services once performance has begun; your deficiency and statutory rights above continue to apply.

C7. How to request, refund method and timeline

Email info@ukiyoai.de with your order/invoice reference. Each request is assigned a unique complaint/reference number for tracking. Approved refunds are made to the original payment method within 7–14 business days, net of taxes already remitted and irrecoverable third-party costs.

C8. Chargebacks, grievance and changes

If you initiate a chargeback, we may suspend related Services pending resolution and provide transaction records to the gateway/bank. Unresolved grievances may be escalated to our Grievance Officer (Rajesh Kumar Verma, info@ukiyoai.de); Consumers may also use the National Consumer Helpline (1915) and e-Daakhil (edaakhil.nic.in). We may update this Policy; the current version is published on the Website with its “Last updated” date.