Refund Policy — Cubiq Infotech

1. Policy Overview

This Refund Policy outlines the conditions, procedures, and timelines for requesting refunds on services and products purchased from Cubiq Infotech. We are committed to fair and transparent refund practices while maintaining sustainable business operations.

Company Details:

• Company Name: Cubiq Infotech
• Address: Gujarat, India
• Contact Email: mytechnocation@gmail.com
•  

2. Refund Eligibility Framework

2.1 Eligible Refund Categories

1. Service Delivery Failures

   • Complete non-delivery of contracted services
   • Fundamental breach of service level agreements
   • Services not meeting documented specifications
   • Critical functionality failures preventing business use

2. Billing and Payment Errors

   • Duplicate charges for identical services
   • Incorrect pricing or plan charged
   • Unauthorized transactions due to system errors
   • Currency conversion or tax calculation errors

3. Technical Service Issues

   • System downtime exceeding agreed SLA limits
   • Data loss due to our negligence or system failures
   • Security breaches causing material damage
   • Software defects preventing core functionality

2.2 Non-Eligible Refund Scenarios

1. Client-Related Issues

   • Change of business requirements or priorities
   • Insufficient technical knowledge to utilize services
   • Client-caused delays affecting project timelines
   • Third-party system incompatibilities beyond our control

2. Completed Services

   • Successfully delivered and accepted work
   • Training sessions that were conducted as scheduled
   • Hardware installations completed successfully
   • Consulting services where deliverables were provided

3. External Factors

   • Force majeure events (natural disasters, pandemics)
   • Government regulations preventing service delivery
   • Third-party vendor failures beyond our control
   • Internet connectivity issues on client premises

3. Service-Specific Refund Terms

3.1 IT Support & Maintenance Services

1. Annual Maintenance Contracts (AMC)

   • Cooling-off Period: 15 days from contract start
   • Mid-term Cancellation: Pro-rated refund minus setup costs
   • Early Termination Fee: 20% of remaining contract value
   • Minimum Commitment: 3 months non-refundable

2. Monthly Support Plans

   • Notice Period: 30 days written notice required
   • Current Month: Non-refundable once services commenced
   • Unused Credits: Refunded at 80% of original value
   • Setup Fees: Non-refundable in all circumstances

3.2 Project-Based Services

1. Custom Development

   • Pre-Development: 100% refund minus payment processing fees
   • Development Phase: Refund based on milestone completion
   • Testing Phase: 25% refund of remaining amount
   • Post-Deployment: Non-refundable

2. Website Development

   • Design Approval Stage: 90% refund possible
   • Development Stage: 50% refund of remaining work
   • Go-Live: Non-refundable
   • Domain/Hosting: Third-party costs non-refundable

3. System Implementation

   • Planning Phase: 80% refund possible
   • Configuration Phase: 40% refund of remaining work
   • Training Delivered: Non-refundable
   • Go-Live Support: Non-refundable

3.3 Consulting & Professional Services

1. Hourly Consulting

   • Not Started: 100% refund minus processing fees
   • In Progress: Payment for hours worked only
   • Completed Sessions: Non-refundable
   • Cancelled < 24hrs: 50% cancellation fee

2. Fixed-Price Consulting

   • Discovery Phase: 20% refund after completion
   • Recommendations Delivered: Non-refundable
   • Implementation Support: Based on effort expended

3.4 Training & Education Services

1. Corporate Training

   • Before Training Date: 90% refund (72+ hours notice)
   • 24-72 Hours Notice: 50% refund
   • <24 Hours Notice: 25% refund
   • No-Show: Non-refundable

2. Online Training Programs

   • Before Access: 100% refund minus processing fees
   • Within 7 Days: 50% refund (if <25% completion)
   • After 7 Days: Non-refundable
   • Certification Fees: Separate refund policy

4. Hardware & Third-Party Services

4.1 Hardware Procurement

1. Before Ordering: 100% refund minus processing fees
2. After Ordering: Subject to vendor return policy
3. Delivered Hardware: Restocking fee applies (15-25%)
4. Custom Hardware: Generally non-refundable

4.2 Software Licenses

1. Before Deployment: Refund subject to vendor terms
2. After Deployment: No refund (license activated)
3. Subscription Licenses: Pro-rated refund possible
4. Perpetual Licenses: Non-refundable after activation

4.3 Cloud Services & Hosting

1. Setup Not Completed: 90% refund possible
2. Active Services: Pro-rated refund for unused period
3. Data Migration: Non-refundable once completed
4. Domain Registration: Subject to registrar policies

5. Refund Request Process

5.1 How to Request a Refund

1. Submit Written Request

   • Email: mytechnocation@gmail.com
   • Subject: "Refund Request - [Invoice Number] - [Company Name]"
   • Include: Order details, reason, supporting documentation
   • Preferred refund method and timeline

2. Required Information

   • Invoice number and payment reference
   • Detailed explanation of refund reason
   • Supporting evidence (screenshots, error logs, etc.)
   • Contact information for follow-up

5.2 Processing Timeline

1. Initial Review: 2-3 business days
2. Investigation: 5-7 business days
3. Decision Communication: Within 10 business days
4. Refund Processing: 7-14 business days after approval

5.3 Review and Investigation

1. Technical Review: Assessment of service delivery
2. Contract Review: Evaluation against agreed terms
3. Client Communication: Gathering additional information
4. Management Approval: Final decision on refund eligibility

6. Refund Calculation Methods

6.1 Pro-Rated Refunds

1. Time-Based Calculation

   • Daily rate = (Total Amount ÷ Service Period in Days)
   • Refund = Daily Rate × Unused Days
   • Minimum billing period restrictions apply

2. Milestone-Based Calculation

   • Refund = Total Amount - (Completed Milestones Value)
   • Setup and initiation costs deducted
   • Work-in-progress evaluated at 50% completion

6.2 Deductions and Fees

1. Administrative Fees

   • Processing fee: ₹500 for refunds under ₹10,000
   • Transaction fees: 2-3% of refund amount
   • Currency conversion charges (if applicable)

2. Service Deductions

   • Setup and configuration costs
   • Training and documentation provided
   • Third-party service costs incurred
   • Hardware procurement costs

7. Refund Methods and Timeline

7.1 Refund Methods (In Order of Preference)

1. Original Payment Method

   • Credit card: 5-7 business days
   • Bank transfer: 3-5 business days
   • UPI/Digital wallet: 1-3 business days
   • Cheque: 10-15 business days

2. Alternative Methods

   • Bank account transfer (NEFT/RTGS)
   • Account credit for future services
   • Adjustment against pending invoices

7.2 Processing Timeline

8. Partial Refunds and Credits

8.1 Service Credits

1. When Applied

   • SLA breaches and service interruptions
   • Minor service issues not warranting full refund
   • Goodwill gestures for service improvements
   • Client preference over cash refund

2. Credit Terms

   • Valid for 12 months from issue date
   • Can be applied to any Cubiq Infotech service
   • Non-transferable to third parties
   • No cash value if unused at expiry

8.2 Partial Refund Scenarios

1. Service Degradation: 10-25% refund based on impact
2. Delayed Delivery: 5-15% refund for schedule delays
3. Scope Reduction: Refund for undelivered components
4. Performance Issues: Based on severity and duration

9. Dispute Resolution

9.1 Internal Escalation Process

1. Level 1: Support Team Review (2-3 business days)
2. Level 2: Account Manager Review (3-5 business days)
3. Level 3: Operations Head Review (5-7 business days)
4. Level 4: Management Review (7-10 business days)

9.2 External Resolution

1. Mediation: Through industry associations
2. Arbitration: As per Indian Arbitration Act, 2015
3. Legal Proceedings: Gujarat jurisdiction
4. Consumer Forums: As applicable under Consumer Protection Act

10. Special Circumstances

10.1 Emergency Situations

1. Business-Critical Failures: Expedited 24-48 hour review
2. Data Loss Incidents: Immediate investigation and resolution
3. Security Breaches: Priority handling and compensation review
4. Regulatory Compliance Issues: Urgent resolution process

10.2 Bulk Services and Enterprise Accounts

1. Volume Discounts: Refund calculated at discounted rates
2. Multi-Year Contracts: Pro-rated refunds with penalty clauses
3. Custom Agreements: As per specific contract terms
4. Strategic Partnerships: Separate refund provisions

11. Refund Prevention and Satisfaction

11.1 Quality Assurance

1. Regular Service Reviews: Monthly account reviews
2. Customer Feedback: Quarterly satisfaction surveys
3. Performance Monitoring: Real-time SLA tracking
4. Continuous Improvement: Regular process optimization

11.2 Alternative Solutions

1. Service Modifications: Adjusting scope to meet needs
2. Timeline Extensions: Accommodating reasonable delays
3. Additional Support: Extra resources for critical issues
4. Account Credits: Compensation for service issues

12. Tax and Legal Considerations

12.1 Tax Implications

1. GST Refunds: Credit notes issued as per GST regulations
2. TDS Considerations: Refunds subject to applicable TDS rates
3. International Clients: Subject to DTAA provisions
4. Tax Documentation: Proper invoicing and documentation

12.2 Legal Compliance

1. Consumer Protection Act: Compliance with consumer rights
2. Contract Law: As per Indian Contract Act, 1872
3. Industry Regulations: IT/ITES specific requirements
4. Data Protection: Secure handling of financial information

13. Contact Information and Support

13.1 Refund Inquiries

Primary Contact: mytechnocation@gmail.com Phone: [Insert Phone Number] Business Hours: Monday-Saturday, 10:00 AM - 7:00 PM Emergency Contact: [Insert Emergency Number] (Critical issues only)

13.2 Documentation Required

1. Invoice number and payment receipt
2. Service agreement or contract reference
3. Detailed description of refund reason
4. Supporting evidence (screenshots, logs, emails)
5. Preferred refund method and timeline

14. Policy Updates and Changes

14.1 Modification Process

1. Regular Review: Annual policy review and updates
2. Change Notification: 30 days advance notice for changes
3. Grandfathering: Existing contracts honor original terms
4. Acceptance: Continued service use implies acceptance

14.2 Communication Methods

1. Email Notification: Sent to all registered clients
2. Website Update: Posted with effective date
3. Contract Amendments: For significant changes
4. Account Manager Communication: For enterprise clients

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