1. Introduction
At Dishawar Exch, we strive to deliver exceptional IT services that meet and exceed our clients' expectations. This Refund and Cancellation Policy outlines the terms and conditions for service cancellations, refunds, and related procedures.
This policy applies to all services provided by Dishawar Exch and should be read in conjunction with our Terms and Conditions and Service Agreements.
2. Service Categories and Refund Eligibility
2.1 Custom Development Services
For custom web development, mobile app development, and software development projects:
- Pre-development Phase: Full refund available before project commencement
- Planning and Design Phase: 75% refund available if cancelled during requirement analysis
- Development Phase: Refund calculated based on incomplete milestones
- Testing Phase: 25% refund available before final delivery
- Post-delivery: No refund after final acceptance and delivery
2.2 Consultation Services
- One-time Consultations: Full refund if cancelled 24 hours before scheduled session
- Ongoing Consulting: Pro-rated refund for unused consulting hours
- Emergency Consultations: Non-refundable once session has commenced
2.3 Support and Maintenance Services
- Annual Contracts: Pro-rated refund for unused months (minimum 30-day notice)
- Monthly Subscriptions: No refund for current month, cancellation effective next billing cycle
- Incident-based Support: Full refund if issue remains unresolved after 7 business days
2.4 Cloud Services and Hosting
- Setup Fees: Non-refundable once services are provisioned
- Monthly Billing: Pro-rated refund for unused days in current billing period
- Annual Billing: Pro-rated refund minus setup and administrative costs
3. Cancellation Procedures
3.1 Cancellation Notice Requirements
- Development Projects: Written notice required as per project agreement terms
- Ongoing Services: Minimum 30 days written notice
- Consultation Sessions: 24 hours advance notice
- Emergency Services: Immediate cancellation with applicable charges
3.2 How to Cancel Services
To cancel services, you must:
- Submit written cancellation request via email to contact@dishawar.shop
- Include your project/service reference number
- Specify the reason for cancellation
- Request refund calculation if applicable
- Provide alternative contact details for final communication
3.3 Cancellation Confirmation
We will acknowledge your cancellation request within 2 business days and provide:
- Cancellation confirmation with effective date
- Final invoice for completed work
- Refund calculation (if applicable)
- Data transfer and handover timeline
4. Refund Calculation and Processing
4.1 Refund Calculation Method
Refunds are calculated based on:
- Milestone Completion: Percentage of work completed against defined milestones
- Time-based Services: Hours worked vs. total contracted hours
- Resource Utilization: Infrastructure and resources already provisioned
- Administrative Costs: Non-refundable setup and administrative fees
4.2 Refund Processing Timeline
- Refund Approval: 5-7 business days from cancellation request
- Processing Time: 10-15 business days from approval
- Bank Transfer: 2-3 business days for fund reflection
- International Transfers: 7-10 business days additional processing time
4.3 Refund Methods
Refunds will be processed through the same payment method used for the original transaction:
- Bank transfer (NEFT/RTGS/IMPS)
- Digital wallet refund
- Credit card reversal
- Cheque payment (for substantial amounts)
5. Non-Refundable Items and Services
5.1 Services Not Eligible for Refund
- Completed Deliverables: Work already delivered and accepted by client
- Third-party Licenses: Software licenses purchased on client's behalf
- Domain Registrations: Domain names registered for client projects
- SSL Certificates: Security certificates purchased and installed
- Setup and Onboarding: Initial setup and configuration services
- Training Services: Training sessions that have been conducted
- Emergency Support: After-hours or weekend support services
5.2 Force Majeure Situations
Refunds may not be available during circumstances beyond our control:
- Natural disasters affecting operations
- Government regulations prohibiting service delivery
- Internet infrastructure failures
- Third-party service provider outages
- Global health emergencies or pandemics
6. Project Modification and Scope Changes
6.1 Scope Reduction
If project scope is reduced during development:
- Refund calculated based on removed features/functionality
- Completed work for removed features remains chargeable
- Project timeline may be adjusted accordingly
- Change request documentation required
6.2 Scope Expansion
Additional charges apply for scope expansions:
- Additional features require separate quotation
- Extended timeline and resource allocation
- Separate billing for additional work
- Client approval required before proceeding
7. Client-Initiated Cancellation Scenarios
7.1 Cancellation Due to Client Circumstances
- Business Closure: Pro-rated refund based on completed work
- Budget Constraints: Partial refund for incomplete milestones
- Change in Requirements: Evaluated case-by-case basis
- Timeline Conflicts: Negotiated postponement or cancellation
7.2 Cancellation Due to Service Dissatisfaction
If cancellation is due to service quality concerns:
- Formal complaint and resolution attempt required
- 30-day improvement period before cancellation consideration
- Third-party mediation option available
- Refund eligibility determined by resolution committee
8. Company-Initiated Cancellation
8.1 Legitimate Cancellation Reasons
Dishawar Exch may cancel services in the following situations:
- Non-payment: After 30 days past due notice
- Breach of Contract: Violation of terms and conditions
- Illegal Activities: Use of services for unlawful purposes
- Technical Impossibility: When project requirements become technically unfeasible
- Resource Unavailability: Critical team members unavailable for extended periods
8.2 Company-Initiated Cancellation Process
- 30-day written notice to client (except for immediate termination situations)
- Opportunity for client to remedy the situation
- Full refund for work not yet commenced
- Pro-rated billing for completed work
- Assistance with service transition to another provider
9. Data and Asset Transfer
9.1 Client Data Return
Upon service cancellation, we will:
- Provide all client data in commonly used formats
- Transfer domain and hosting credentials (if applicable)
- Provide source code and documentation for completed work
- Offer 30 days of transition support
- Securely delete data from our systems after transfer
9.2 Transfer Timeline
- Data Export: Within 7 business days of cancellation
- Documentation Delivery: Within 14 business days
- Credential Transfer: Within 5 business days
- Final Cleanup: 30 days after successful transfer
10. Dispute Resolution Process
10.1 Internal Resolution
Before seeking external resolution, we encourage:
- Direct communication with project manager
- Escalation to senior management
- Formal complaint filing with detailed documentation
- Management review and response within 7 business days
10.2 External Mediation
If internal resolution fails:
- Third-party mediation services available
- Neutral mediator selection process
- Mediation costs shared equally
- Binding resolution agreement
10.3 Legal Recourse
Final dispute resolution through:
- Courts of competent jurisdiction in Delhi, India
- Applicable Indian laws and regulations
- Arbitration clauses as per project agreements
- Consumer protection forums (for eligible cases)
11. Special Circumstances
11.1 Government and Enterprise Clients
Special refund terms may apply for:
- Government contracts with specific procurement rules
- Enterprise agreements with custom terms
- International clients with different jurisdictional requirements
- Long-term contracts with volume commitments
11.2 Startup and Small Business Considerations
- Flexible payment and refund terms available
- Milestone-based refund calculation
- Extended timeline for refund processing if needed
- Alternative resolution options considered
12. Contact Information for Cancellations and Refunds
For all cancellation and refund requests, please contact:
Required Information for Refund Requests
Please include the following in your refund request:
- Client name and contact information
- Project or service reference number
- Original payment details and invoice numbers
- Reason for cancellation and refund request
- Preferred refund method and account details
- Any supporting documentation
13. Policy Updates and Modifications
This Refund and Cancellation Policy may be updated periodically to reflect:
- Changes in business practices and service offerings
- Updates to applicable laws and regulations
- Improvements in customer service processes
- Feedback from clients and stakeholders
Clients will be notified of significant policy changes through:
- Email notifications to registered clients
- Website announcements and updates
- Direct communication for ongoing projects
- Updated policy posting with effective date