Return and Refund Policy

Introduction

1. Scope of Policy

• 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.

2.2.3 Quality Assurance Guarantee

• 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

• 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

1. Submit your request by email to refunds@elizainfotech.com 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

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

6.2 Discontinued Services

• 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

• 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

• 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

9. Policy Updates

10. Contact Information

• Email: info@elizainfotech.com
• 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