Refund Policy

Our Refund Commitment

At Atoconn System Labs Private Limited, we are committed to delivering exceptional services and ensuring customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed.

We understand that circumstances may change, and we strive to provide fair and transparent refund procedures for our clients. Please read this policy carefully to understand your rights and our obligations.

Eligible for Refund

• Complete non-delivery of contracted services with zero work commenced after payment
• Project cancellation within the stipulated cancellation period
• Duplicate payment or billing errors
• Service discontinuation by Atoconn without valid cause
• Force majeure events preventing service delivery

Not Eligible for Refund

• Change of mind after project commencement
• Delays caused by client's late feedback or approvals
• Third-party service or software issues
• Completed project deliverables that meet agreed specifications
• Requests made beyond the refund request period
• Changes to requirements after specifications are signed-off

Refund Request Process

• Submit Refund Request — Contact our accounts team with your refund request, signed scope delivery document, and relevant documentation.
• Review & Verification — Our team reviews your request within 5-7 business days.
• Approval Decision — You'll receive a decision on your refund request via email.
• Refund Processing — Approved refunds are processed within 15-30 business days.

Cancellation & Refund Timeframes

• Within 7 days of contract signing: Full refund (100%) if no work has commenced
• Within 14 days: Partial refund (75%) minus any completed work
• After 14 days: Refund calculated based on remaining deliverables
• After project completion: No refunds applicable

Partial Refunds

For ongoing projects, partial refunds will be calculated based on:

• Percentage of work completed
• Resources allocated to the project
• Non-refundable third-party costs incurred
• Time invested by our team

Processing Time

Approved refunds will be processed within 15-30 business days. The refund will be credited to the original payment method used for the transaction. Please note that it may take additional time for your bank or payment provider to process the refund.

Non-Refundable Items

• Third-party software licenses or subscriptions purchased for the project
• Domain registration and hosting fees
• Payment processing fees
• Completed and delivered work products

Dispute Resolution

If you disagree with our refund decision, you may request a review by our management team. All disputes will be handled professionally and in accordance with applicable laws.

Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after changes constitutes acceptance of the modified policy.

Scope & Specification Management

All project deliverables are based on documented and mutually signed-off specifications. Refund eligibility is determined against these approved specifications only.

• Any changes or additions to requirements after specification sign-off constitute a change request and will be handled through our change management process.
• New requirements or modified expectations discovered during development are not grounds for refund if original specifications were met.
• We maintain detailed documentation of all signed-off specifications, approvals, and change requests for reference.
• Clients are encouraged to thoroughly review and approve specifications before project commencement.
• Regular review meetings and milestone approvals help ensure alignment throughout the project lifecycle.

Work Delivered vs. Client Satisfaction

We invest significant resources, time, and expertise into every project. Once work has been delivered according to signed-off specifications, the following applies:

• Work delivered as per specifications is not refundable - even if the client's vision has evolved or changed.
• Resources invested include: development hours, testing, code reviews, project management, infrastructure costs, and quality assurance.
• Dissatisfaction with delivered work that meets documented requirements does not qualify for refund.
• If you want modifications or enhancements beyond the original scope, these are handled as new requirements with separate quotations.
• Communication throughout the project is key - we provide regular updates and milestone reviews to prevent misalignment.

Mandatory Requirement for Refund Processing

All refund requests MUST be accompanied by a signed-off Scope of Work (SOW) / Project Delivery Document. No signed scope document means no refund eligibility.

• Refunds cannot be processed without a mutually agreed and signed scope delivery document.
• The document must clearly outline project deliverables, timelines, and acceptance criteria.
• Both parties (client and Atoconn) must have signed this document before project commencement.
• Verbal agreements or email discussions do not qualify as valid scope documents.
• Projects initiated without formal scope sign-off are not eligible for refunds.