Terms and Conditions

1. Who the agreement is with

Our products and services are provided by Charky Labs Pvt Ltd (CIN U58200TZ2024PTC033012, GSTIN 33AAMCC2561R1Z6), 4 Thendral Nagar, Vilankurichi P.O., Coimbatore 641035, Tamil Nadu, India ("Charky Labs", "we", "us").

The agreement is with the person or organisation that holds the account or accepts our quotation (the "Customer"). Whoever accepts these terms for an organisation confirms that they are at least 18 and have the authority to bind it.

2. What we provide

• Software subscriptions: access to our products, such as Character XYZ, Traction, Storyboard Show, Roster, Meluhha and Banner, on the plan you choose.
• Custom development: websites, web and mobile apps, games and interactive experiences, integrations, automation and data processing, built to a written scope.
• Integration and setup: connecting our products to each other and to the other tools and systems a customer already uses, as the work needs.

3. Each product's own terms

Each product publishes its plans, what each plan includes and its prices on its own website, and those pages form part of these terms for that product. Where a product's own terms or policies say more about how that product works, they apply to it; where they and these terms differ about payment, refunds or delivery, these terms apply.

4. Prices, taxes and invoices

Subscription prices are those published on the product's website when you subscribe, or those agreed in writing for a custom plan. Custom work is priced in a written quotation that sets out its scope, price and payment schedule.

Customers in India are charged in Indian rupees plus GST at the applicable rate (currently 18%), shown as its own line before you pay. Customers outside India are charged in US dollars, with no Indian GST where the supply is an export of services.

We issue a GST-compliant tax invoice for every payment, to the email on the account or the quotation. Prices may change; a change never applies to a period you have already paid for, and we tell you at least 30 days before it applies to a renewal.

5. Subscriptions: payment and renewal

Subscriptions are paid in advance, monthly or annually, through our payment partner Razorpay, by card, UPI, UPI Autopay, e-mandate or netbanking, or by bank transfer against an invoice.

Where you set up automatic renewal, you authorise us, through Razorpay, to charge the chosen method at each renewal until you cancel. Your bank or UPI app may ask you to approve the mandate and will notify you before each debit, as Indian rules require.

If a renewal payment fails, we tell you and retry. If it is still unpaid 7 days after it fell due, the subscription may be paused until it is paid. Pausing never deletes your data.

6. Custom work: quotations, milestones and acceptance

Custom work starts when you accept our quotation and pay the advance it names. The rest is paid at the milestones the quotation sets, such as a design approval, a go-live or a release, and each milestone is invoiced when it is reached.

Work outside the quoted scope is quoted separately before we do it. You give us the content, access and decisions the work depends on in reasonable time; a delay on your side moves the milestones with it.

A deliverable is accepted when you approve it, or 7 days after we deliver it if you have not told us what does not meet the agreed scope. Once paid in full, the work made specifically for you belongs to you, except our own products, tools and reusable components, which we license to you for use with that work.

7. Your data

Everything you put into our products, or give us for a project, remains yours. We process it only to provide the product or the work to you, as the Privacy Policy describes, and we never sell it.

You can ask for an export of your data at any time. When an account closes, we delete its data within 30 days, except records we must keep by law, such as invoices.

8. Acceptable use

• Do not use our products or work for anything unlawful, harmful, deceptive or infringing.
• Do not try to reach another customer's data, probe or overload our services, or get around plan limits or security.
• Do not resell our products or offer them as your own service without a written agreement with us.

9. Availability and support

We aim to keep our products available at all times but do not promise uninterrupted service unless a written agreement says so. Support is by email to support@character.xyz.

10. What belongs to whom

Our products, their software, design and names belong to us. Your data and content belong to you. If you send us suggestions, we may use them without owing you anything for them.

11. Ending the agreement

You can cancel a subscription at any time, as the Refund and Cancellation Policy describes. We may suspend or end an account if you seriously or repeatedly break these terms; before doing so for a reason you can fix, we will tell you and give you a reasonable time to fix it.

12. Liability

We provide our products and work with reasonable skill and care. To the extent the law allows, we are not liable for indirect or consequential loss, lost profits or lost data you could have exported, and our total liability for any claim is limited to the fees you paid us in the 12 months before it arose. Nothing here limits liability that cannot be limited by law.

13. Governing law and grievances

These terms are governed by the laws of India, and the courts at Coimbatore, Tamil Nadu, India have jurisdiction. Nothing here removes a right you have as a consumer to use the forum your law provides.

Our Grievance Officer is Zeno Saviour, reachable at hello@character.xyz or +91 72005 80713. We acknowledge a grievance within 24 hours and resolve it within 15 days.

14. Changes to these terms

When we change these terms materially, the date above changes and we tell customers by email at least 30 days before the change applies to them.