Return & Refund Policy

Return and Refund Policy

Introduction

Welcome to Eliza Infotech Pvt. Ltd.’s Return and Refund Policy. We value your satisfaction and trust in our services. This comprehensive policy outlines the conditions, processes, and timelines associated with returns, cancellations, and refunds for all services and products offered by Eliza Infotech. Our commitment is to ensure transparency and fairness in all transactions.

Last Updated: April 2, 2025

1. Scope of Policy

This policy applies to all services and products provided by Eliza Infotech Pvt. Ltd., including but not limited to:

  • Custom software development services
  • AI and machine learning solutions
  • Blockchain technology implementations
  • Flutter application development
  • IT consulting services
  • Digital transformation services
  • Software products and licenses
  • Subscription-based services

2. Service Cancellation and Refund Terms

2.1 Initial Consultation Phase

  • Our initial consultation services are provided free of charge and do not require a refund policy.
  • Once a proposal is accepted and a contract is signed, the following policies apply.

2.2 Project Development Services

2.2.1 Cancellation Before Commencement

  • Cancellation of contracted services before project commencement: 90% refund of the initial payment.
  • An administrative fee of 10% will be retained to cover resource allocation and preliminary planning.

2.2.2 Cancellation During Development

  • 0-25% Project Completion: 70% refund of the total amount paid.
  • 26-50% Project Completion: 50% refund of the total amount paid.
  • 51-75% Project Completion: 25% refund of the total amount paid.
  • 76-100% Project Completion: No refund will be issued.

Project completion percentage will be determined based on the milestones defined in the project scope document and mutually agreed upon by both parties.

2.2.3 Quality Assurance Guarantee

If the deliverables do not meet the specifications outlined in the signed contract or statement of work:

  • We will first make reasonable efforts to rectify the issues at no additional cost.
  • If we cannot meet the agreed specifications after reasonable attempts, you may be eligible for a partial or full refund, depending on the nature and extent of the deficiencies.
  • This guarantee is valid for 30 days after project completion.

2.3 Subscription-Based Services

  • Monthly Subscriptions: Cancellations received before the next billing cycle will stop future charges. No refunds for the current billing period.
  • Annual Subscriptions: Prorated refunds are available based on the unused portion of the service, less a 10% administrative fee.
  • Enterprise Subscriptions: Refunds are governed by the specific terms outlined in the enterprise agreement.

2.4 Non-Refundable Services

The following services are non-refundable:

  • Services that have been fully delivered and accepted by the client
  • Emergency or expedited services with premium pricing
  • Custom research or analysis that has been delivered
  • Training services that have been attended or accessed
  • Third-party costs or licenses purchased on your behalf (though we will assist in seeking refunds from third-party providers when possible)

3. Product Refund Terms

3.1 Software Products and Licenses

  • Unused Licenses: 100% refund within 14 days of purchase if not activated.
  • Activated Licenses: 70% refund within 7 days of activation if software does not function as advertised.
  • No refunds will be issued after 14 days of purchase or 7 days of activation, whichever comes first.

3.2 Digital Products

  • Digital products like templates, components, or downloadable resources are eligible for refunds within 7 days of purchase if they are defective or do not function as described.
  • Refund requests must include a detailed explanation of the defect or functional issue.

4. Refund Process

4.1 How to Request a Refund

To initiate a refund request, please follow these steps:

  1. Submit your request by email to [email protected] or through our customer portal at https://elizainfotech.com/support
  2. Include the following information:
    • Your full name and contact information
    • Order number, invoice number, or contract reference
    • Service or product for which you are requesting a refund
    • Detailed reason for the refund request
    • Any supporting documentation (screenshots, correspondence, etc.)

4.2 Response Timeline

  • We will acknowledge receipt of your refund request within 2 business days.
  • All refund requests will be reviewed within 5 business days.
  • You will receive a detailed response outlining the decision and the next steps.

4.3 Dispute Resolution

If you disagree with our refund decision:

  1. Reply to our decision with additional information that may affect the outcome.
  2. Request escalation to a senior manager for further review.
  3. If the dispute remains unresolved, you may seek mediation through appropriate consumer protection authorities.

5. Refund Processing

5.1 Approved Refunds

  • Refunds will be processed within 7-10 business days after approval.
  • Refunds will be issued using the original payment method when possible.
  • If the original payment method is unavailable, we will work with you to find an alternative method.

5.2 Currency and Payment Fees

  • Refunds will be issued in the original currency of payment.
  • Payment processing fees or currency conversion fees may not be refundable, as these are charged by third-party payment processors.

5.3 Partial Refunds

  • When partial refunds are applicable, we will provide a detailed breakdown of the refund calculation.
  • You will have the opportunity to review and accept the partial refund before processing.

6. Special Circumstances

6.1 Force Majeure

Refund policies may be adjusted in cases of force majeure (natural disasters, pandemics, civil unrest, etc.). We will communicate any temporary policy changes promptly.

6.2 Discontinued Services

If a service is discontinued by Eliza Infotech:

  • Prorated refunds will be issued for the unused portion of prepaid services.
  • We will provide at least 30 days’ notice before discontinuing any service when possible.

6.3 Account Termination

If your account is terminated due to violation of our Terms of Service:

  • Refund eligibility will be determined based on the nature and severity of the violation.
  • Services used prior to termination may not be eligible for refunds.

7. Client Responsibilities

To ensure a smooth refund process, clients are responsible for:

  • Maintaining accurate contact and payment information
  • Promptly reporting issues with services or products
  • Providing requested information or documentation to support refund claims
  • Responding to inquiries about the refund request in a timely manner

8. Legal Compliance

This refund policy is designed to comply with consumer protection laws in the jurisdictions where we operate. Nothing in this policy is intended to limit your statutory rights as a consumer.

9. Policy Updates

We reserve the right to update this refund policy as necessary. Material changes will be communicated through our website and via email to active clients. The “Last Updated” date at the top of this policy will indicate when the most recent revisions were made.

10. Contact Information

For questions about this refund policy or to discuss specific refund situations, please get in touch with our Customer Support team:

  • Email: [email protected]
  • Phone:+918572082398
  • Hours of Operation: Monday to Friday, 9:00 AM to 6:00 PM IST
  • Address: 29/20, 8 Marla Colony, Jattal Road, Panipat

11. Acknowledgment

By purchasing or using Eliza Infotech’s services or products, you acknowledge that you have read, understood, and agree to this Return and Refund Policy.

Eliza Infotech Pvt. Ltd.
29/20, 8 Marla Colony, Jattal Road, Panipat
GSTIN : 06HHQPS1919L1ZJ

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