Refund Policy

1. Service Types & Refund Eligibility

1.1 Custom Development Projects

• Eligible: Projects not yet started or in early planning phase.
• Partial Refunds: Available for incomplete projects based on work completed.
• Not Eligible: Projects where significant development work has been completed and delivered.

1.2 Consultation Services

• Eligible: If consultation is cancelled 24 hours before scheduled time.
• Not Eligible: Consultations that have been completed or started.

1.3 Collaboration Projects

• Eligible: Based on individual project agreements and work completed.
• Assessment: Evaluated case-by-case based on contribution and deliverables.

2. Refund Conditions

2.1 Full Refund Scenarios

Full refunds may be provided in the following situations:

• Project cancelled by client before development begins (within 48 hours of payment).
• Failure to deliver agreed-upon project scope due to our inability to complete the work.
• Fundamental technical impossibility discovered after project assessment.
• Duplicate payment or billing error on our part.

2.2 Partial Refund Scenarios

Partial refunds may be considered for:

• Project cancellation after development has begun (refund for incomplete work).
• Mutual agreement to terminate project early.
• Significant changes in project scope that make completion unfeasible.
• Client-requested termination with justifiable cause.

2.3 No Refund Scenarios

Refunds will not be provided for:

• Completed and delivered projects that meet agreed specifications.
• Client dissatisfaction with delivered work that meets original requirements.
• Changes in client's business needs or priorities after project completion.
• Third-party service costs or licensing fees already incurred.
• Projects terminated due to client non-compliance with terms of service.
• Consultation services that have been completed.

3. Refund Request Process

3.1 How to Request a Refund

1. Contact Us: Send an email to kanchanmaji@zohomail.in
2. Include Details: Provide project information, payment details, and reason for refund request.
3. Documentation: Include any relevant documentation supporting your request.
4. Timeline: Submit refund requests within 30 days of project completion or payment.

3.2 Required Information

Please include the following in your refund request:

• Project name and agreement details
• Payment date and amount
• Detailed reason for refund request
• Supporting documentation (if applicable)
• Preferred refund method

4. Refund Processing

4.1 Review Process

• Acknowledgment: We will acknowledge receipt of your request within 2 business days.
• Review Time: Refund requests are reviewed within 5-7 business days.
• Decision: You will receive a written decision with explanation.
• Appeal: Decisions can be appealed within 14 days with additional information.

4.2 Processing Time

• Approved Refunds: Processed within 5-10 business days of approval.
• Payment Method: Refunds are issued to the original payment method when possible.
• Bank Transfers: May take 3-5 additional business days to appear in your account.
• PayPal/Digital: Usually processed within 1-2 business days.

5. Project-Specific Refund Terms

5.1 Milestone-Based Projects

• Refunds calculated based on incomplete milestones.
• Completed milestones are generally non-refundable.
• Partial work within a milestone may qualify for partial refunds.

5.2 Hourly Projects

• Refunds based on hours not yet worked.
• Completed hours are non-refundable unless deliverables are defective.
• Time tracking records will be provided for transparency.

5.3 Fixed-Price Projects

• Refunds based on percentage of work completed.
• Assessment includes planning, development, and testing phases.
• Client receives all work completed up to cancellation point.

6. Dispute Resolution

6.1 Internal Resolution

• We encourage direct communication to resolve refund disputes.
• Alternative solutions may be offered (e.g., project modifications, additional support).
• Mediation may be used for complex disputes.

6.2 Documentation

• All refund decisions are documented with reasoning.
• Project progress and deliverables are tracked for reference.
• Communication records are maintained for dispute resolution.

7. Special Circumstances

7.1 Force Majeure

• Refunds may be provided if projects cannot be completed due to extraordinary circumstances.
• Natural disasters, health emergencies, or other unforeseeable events.
• Assessment made on case-by-case basis.

7.2 Technical Limitations

• If technical limitations are discovered that prevent project completion.
• Third-party service discontinuation affecting project viability.
• Platform changes that make original requirements impossible.

8. Client Responsibilities

To be eligible for refunds, clients must:

• Communicate concerns promptly and clearly.
• Provide reasonable opportunity to resolve issues before requesting refunds.
• Comply with agreed project terms and timelines.
• Return any delivered work if requesting full refund.
• Provide honest and accurate information in refund requests.

9. Alternatives to Refunds

Before processing refunds, we may offer:

• Project Modifications: Adjusting scope to meet budget and timeline.
• Additional Support: Extended support period or additional revisions.
• Future Credit: Credit toward future projects or services.
• Partial Delivery: Completing achievable portions of the project.
• Knowledge Transfer: Documentation and guidance for internal completion.

10. Policy Updates

This Refund Policy may be updated periodically to reflect changes in our services or legal requirements. Existing projects will be handled under the policy in effect at the time of engagement. Clients will be notified of significant policy changes.

11. Contact for Refund Requests

For refund requests or questions about this policy:

Response Time: We respond to refund requests within 2 business days and provide status updates throughout the review process.