Refund and Cancellation Policy

Refund and Cancellation Policy

Last Updated: January 1, 2024

At Heera IT Company, we strive to provide exceptional IT services and ensure customer satisfaction. This Refund and Cancellation Policy outlines the terms and conditions under which refunds and cancellations are processed.

1. General Policy

Due to the nature of our IT services, which involve custom development, consultation, and digital deliverables, all sales are generally considered final. However, we understand that circumstances may arise that require cancellation or refund consideration.

2. Refund Eligibility

Refunds may be considered under the following circumstances:

• Service Not Delivered: If we fail to deliver the agreed service within the specified timeframe due to our fault
• Technical Issues: If technical problems on our end prevent service delivery
• Breach of Agreement: If we materially breach the terms of our service agreement
• Duplicate Payment: If you have been charged multiple times for the same service
• Unauthorized Transaction: If you can prove that the payment was made without your authorization

3. Non-Refundable Services

The following services are non-refundable:

• Completed and delivered projects
• Consultation services that have been provided
• Custom development work that has been completed
• Domain registration and third-party services
• Hosting services after the service period has begun
• Training and support services that have been delivered

4. Cancellation Policy

4.1 Client-Initiated Cancellation

You may cancel your service agreement under the following conditions:

• Before Work Begins: Full refund if cancelled within 48 hours of agreement and before work has commenced
• During Development: Charges apply for work completed, with remaining balance potentially refundable
• After Delivery: No refund available for completed and delivered services

4.2 Company-Initiated Cancellation

We may cancel services in the following situations:

• Non-payment after due dates and notice periods
• Breach of service agreement by the client
• Requests for services that violate our terms or applicable laws
• Technical impossibility of service delivery

5. Refund Process

To request a refund, please follow these steps:

1. Contact Us: Email us at contact@heera.shop with your refund request
2. Provide Details: Include your order number, service details, and reason for refund
3. Review Period: We will review your request within 5-7 business days
4. Decision: We will notify you of our decision via email
5. Processing: If approved, refunds will be processed within 10-15 business days

6. Refund Methods

Refunds will be processed using the following methods:

• Original Payment Method: Refunds will be credited to the original payment method when possible
• Bank Transfer: For cash payments or when original method is unavailable
• Processing Time: 10-15 business days for credit/debit cards, 5-7 days for bank transfers

7. Partial Refunds

In some cases, partial refunds may be applicable:

• Project Phases: Refund for uncompleted phases of multi-phase projects
• Prorated Services: Refund for unused portions of ongoing services
• Modification Requests: Refund difference when services are reduced in scope

8. Service Modifications

Instead of cancellation, we offer service modifications:

• Scope Changes: Adjust project scope and pricing accordingly
• Timeline Extensions: Extend project timelines when needed
• Feature Adjustments: Modify features and functionalities
• Service Upgrades: Upgrade to higher-tier services

9. Hosting and Domain Services

Special terms apply to hosting and domain services:

• Hosting: Refund available only if service is not activated
• Domain Registration: Non-refundable as per domain registry policies
• SSL Certificates: Refund available within 30 days if not installed
• Third-Party Services: Subject to third-party provider policies

10. Subscription Services

For recurring subscription services:

• Monthly Subscriptions: Cancel anytime, effective next billing cycle
• Annual Subscriptions: Prorated refund for unused months
• Support Plans: Refund available for unused support credits
• Maintenance Contracts: Refund for remaining contract period

11. Force Majeure

In case of force majeure events (natural disasters, pandemics, etc.):

• Services may be delayed without penalty
• Refunds may be considered on a case-by-case basis
• Alternative arrangements will be discussed
• Timeline extensions may be granted

12. Dispute Resolution

If you disagree with our refund decision:

• Internal Review: Request a review by our management team
• Documentation: Provide additional supporting documentation
• Mediation: Agree to mediation through a neutral third party
• Legal Action: Pursue legal remedies as applicable

13. Chargeback Policy

Regarding credit card chargebacks:

• Contact us directly before initiating a chargeback
• We will work with you to resolve disputes amicably
• Chargebacks may affect future service availability
• We reserve the right to dispute invalid chargebacks

14. Refund Timeframes

Specific timeframes for different scenarios:

• Service Not Started: 24-48 hours for full refund
• Work in Progress: 5-7 days for evaluation and partial refund
• Completed Projects: No refund unless service defects are proven
• Subscription Services: End of current billing cycle

15. Contact Information

For refund and cancellation requests, contact us:

16. Documentation Requirements

When requesting refunds, please provide:

• Order/invoice number
• Service agreement details
• Reason for refund request
• Supporting documentation
• Preferred refund method

17. Exceptions and Special Cases

Special considerations may apply for:

• Government and enterprise clients
• Long-term contracts
• Custom development projects
• Emergency or urgent projects

18. Policy Updates

This policy may be updated periodically. Changes will be:

• Posted on our website
• Communicated to active clients
• Effective immediately unless otherwise stated
• Applied to new agreements

19. Governing Law

This policy is governed by the laws of India and the jurisdiction of Jaipur, Rajasthan courts.

20. Customer Rights

You have the right to:

• Fair treatment in refund considerations
• Clear communication about refund decisions
• Timely processing of approved refunds
• Appeal refund decisions through proper channels

We are committed to fair and transparent refund practices. If you have any questions about this policy or need assistance with a refund request, please contact us using the information provided above.