This Refund and Cancellation Policy ("Policy") outlines the terms and conditions governing refunds and cancellations for services provided by Excelloite Pvt. Ltd. ("we", "us", or "our"). This Policy applies to all software development, consulting, and related services offered by Excelloite. By engaging our services, you acknowledge that you have read, understood, and agree to be bound by this Policy.
Our Commitment to Quality
At Excelloite, we are committed to delivering exceptional value and quality in every project we undertake. Our team invests significant time, expertise, and resources from the moment we begin working on your project. We believe in transparent communication, collaborative partnerships, and delivering solutions that exceed expectations. This Policy is designed to protect both parties while ensuring fair and professional service delivery.
General Refund Policy
Once our team begins working on your project, we do not offer refunds. This policy is in place because:
- Immediate Value Delivery: From the moment we start, we allocate dedicated resources, conduct analysis, create project plans, and begin delivering tangible work products that have inherent value.
- Resource Commitment: Our team members are assigned to your project, which means we cannot allocate those same resources to other clients. This commitment represents a significant investment on our part.
- Intellectual Property and Custom Work: The work we create is custom-designed for your specific needs and cannot be resold or repurposed for other clients.
- Project Momentum: Early-stage work, including requirements gathering, architecture design, and initial development, forms the foundation for the entire project and provides immediate value.
We ensure that all work completed up to any cancellation point is delivered to you, and you retain full rights to any deliverables, code, documentation, or other materials created during the engagement.
Pre-Project Cancellation
If you decide to cancel your project before our team begins active work, you may be eligible for a full or partial refund depending on the circumstances:
- Full Refund: Available if cancellation occurs before any work has commenced, including before project kickoff meetings, resource allocation, or any preliminary analysis.
- Partial Refund: If preliminary activities such as discovery calls, initial consultations, or project scoping have been completed, a partial refund may be provided after deducting the value of services already rendered.
- No Refund: Once project kickoff has occurred and our team has been assigned and begun work, no refund will be provided regardless of project stage.
Project Cancellation by Client
If you choose to cancel an active project, the following terms apply:
- No Refund: As stated above, no refunds are provided once work has commenced.
- Payment for Work Completed: You are responsible for payment of all work completed up to the cancellation date, as outlined in your project agreement or invoice.
- Deliverables Transfer: Upon final payment, all completed work, code, documentation, designs, and other deliverables will be transferred to you in their current state.
- Future Work: If you wish to resume the project at a later date, we will work with you to create a new agreement based on the remaining scope of work.
Project Cancellation by Excelloite
In rare circumstances, we may need to cancel a project due to:
- Non-payment or repeated payment delays
- Breach of contract terms
- Unreasonable demands or scope changes that make project completion unfeasible
- Client conduct that makes it impossible to continue the working relationship
In such cases, you will be responsible for payment of all work completed up to the cancellation date. We will provide all deliverables completed to that point, and no refund will be provided for work already performed.
Payment Milestones and Refunds
Our projects typically operate on milestone-based payments. The following applies:
- Milestone Payments: Each milestone payment is non-refundable once the milestone has been completed and delivered, even if you later decide to cancel the project.
- Upfront Payments: Any upfront payments or deposits are non-refundable once work has commenced, as they represent our commitment to begin your project immediately.
- Final Payments: Final payments are due upon project completion and delivery, and are non-refundable once the final deliverables have been provided.
Quality Assurance and Dispute Resolution
We stand behind the quality of our work. If you have concerns about the quality or completeness of deliverables:
- Revision Policy: We offer reasonable revisions within the project scope to ensure deliverables meet agreed specifications.
- Quality Standards: All work is performed according to industry best practices and the specifications outlined in your project agreement.
- Dispute Resolution: If you believe work does not meet agreed standards, we encourage open communication. We will work collaboratively to address concerns and make necessary adjustments within the project scope.
- No Refund for Quality Disputes: Quality concerns do not entitle you to a refund, but we are committed to resolving issues through revisions, corrections, or other appropriate remedies.
Scope Changes and Additional Work
If you request changes to the project scope or additional features beyond the original agreement:
- Change Orders: Scope changes will be documented in a change order with updated pricing and timelines.
- No Refund for Scope Changes: If you decide not to proceed with requested changes after we have begun work on them, you are still responsible for payment for that work.
- Original Scope: Cancellation of additional work does not affect your obligation to pay for the original project scope.
Force Majeure and Exceptional Circumstances
In exceptional circumstances beyond our control (natural disasters, government actions, etc.), we will work with you to find reasonable solutions. However, refunds are not guaranteed even in such circumstances, as we may have already incurred costs and delivered value. Each situation will be evaluated on a case-by-case basis with the goal of finding a fair resolution for both parties.
Consumer Protection Rights
If you are a Consumer under the Consumer Protection Act, 2019, you may have additional rights. However, our policy regarding refunds after work commencement remains in effect, as the services we provide are custom work that begins delivering value immediately upon commencement. We comply with all applicable consumer protection laws while maintaining our commitment to fair business practices.
Communication and Transparency
We believe in maintaining open, honest communication throughout every project. Before beginning work, we ensure you understand:
- Project scope, deliverables, and timelines
- Payment terms and milestones
- This Refund and Cancellation Policy
- What to expect at each stage of the project
We encourage you to ask questions and seek clarification before work begins. Our team is available to discuss any concerns and help you make informed decisions about your project.
Contact Us
If you have questions about this Refund and Cancellation Policy, or if you need to discuss a specific situation, please contact us:
- By visiting our contact page: www.excelloite.com/contact-us.html
- By emailing: info@excelloite.com
- By phone: (+91) 84849 88282
We are committed to working with you to find fair and reasonable solutions to any concerns you may have, while maintaining the integrity of our business operations and the value we deliver to all our clients.