Refund Policy

1. Overview

Thank you for choosing AasaanWork by ProGalaxy eLabs for your software consultancy needs. We strive to ensure our clients are satisfied with our services. This Refund Policy outlines the circumstances under which refunds may be provided and the process for requesting them.

This policy applies to all services purchased from AasaanWork, including but not limited to software development, consultancy, project offloading, and technical support services.

2. Refund Eligibility

2.1 Fixed-Price Projects

For fixed-price projects with milestone-based payments:

• Before Work Commences: If you cancel before any work has started, you are eligible for a full refund minus any non-refundable deposits or setup fees (typically 10% of the initial payment).
• After Project Initiation: Refunds are calculated based on work completed. You will be charged for:
  • Completed milestones and deliverables
  • Work in progress (prorated based on completion percentage)
  • Non-refundable third-party expenses incurred
• Post-Delivery: Once final deliverables are accepted, payments are generally non-refundable. However, issues with deliverables should be reported during the warranty period for resolution.

2.2 Time-Based Engagements (Hourly/Monthly)

For hourly or monthly retainer arrangements:

• Unused hours in the current billing period may be refunded upon request
• Hours already worked are non-refundable
• Advance payments for future periods are fully refundable if requested before the period begins
• Minimum 7 days notice required for cancellation to avoid charges for the next billing cycle

2.3 Subscription Services

For subscription-based services (support packages, maintenance plans, etc.):

• Monthly subscriptions can be canceled at any time; refunds are prorated for the unused portion of the month
• Annual subscriptions: Refund available within first 30 days minus any usage. After 30 days, refunds are prorated for unused months
• No refunds for renewals unless canceled within 7 days of renewal date

2.4 Student Venture Program

Our free prototype development program for students is provided at no cost. Since no payment is involved, this section does not apply. However, if students opt for paid services beyond the free prototype, standard refund terms apply.

3. Non-Refundable Items

The following are generally non-refundable:

• Third-Party Costs: Licenses, hosting fees, domain registrations, API subscriptions, and other third-party services purchased on your behalf
• Completed Work: Delivered and accepted milestones, even if you choose not to use them
• Discovery and Planning: Initial consultation, requirements gathering, and project planning fees
• Custom Designs: Approved design work, wireframes, and prototypes
• Time Spent: Billable hours already worked by our team
• Urgent/Rush Fees: Additional charges for expedited delivery

4. Refund Request Process

4.1 How to Request a Refund

1. Contact Us: Email billing@aasaanwork.in or your project manager with your refund request
2. Provide Details: Include:
   • Project name and invoice number
   • Reason for refund request
   • Specific issues or concerns (if applicable)
   • Preferred resolution (refund, credit, rework, etc.)
3. Review Period: We will review your request within 5-7 business days
4. Resolution Discussion: We may schedule a call to discuss your concerns and explore alternatives
5. Decision: You will receive a written decision within 10 business days

4.2 Refund Processing Time

If your refund is approved:

• Refund will be processed within 10-15 business days
• Refunds are issued to the original payment method
• Bank transfers may take 5-10 additional business days to reflect in your account
• International refunds may take longer due to banking processes

5. Quality Guarantee

5.1 Our Commitment

We are committed to delivering high-quality work that meets agreed specifications. If deliverables do not meet acceptance criteria:

• We will rework deliverables at no additional cost during the warranty period
• If issues cannot be resolved after reasonable attempts, a partial or full refund may be considered
• Issues must be reported within the warranty period (typically 30-90 days post-delivery)

5.2 Client Satisfaction

We value long-term relationships over short-term gains. If you're unhappy with our services:

• Please communicate concerns immediately so we can address them
• We will work with you to find a satisfactory resolution
• Options may include rework, credit toward future services, or partial refund

6. Cancellation Policy

6.1 Client-Initiated Cancellation

• Before Project Start: Full refund minus 10% administrative fee or any non-refundable deposits
• During Project: Payment required for completed work plus 25% of remaining contract value as cancellation fee
• Notice Required: Minimum 30 days written notice recommended; immediate cancellations may incur additional charges

6.2 AasaanWork-Initiated Cancellation

We reserve the right to cancel a project if:

• Client fails to make payment within 30 days of due date
• Client materially breaches the agreement
• Client provides false or misleading information
• Circumstances make it impractical or illegal to continue

In such cases, you will receive a refund for any prepaid but undelivered work, minus amounts owed.

7. Dispute Resolution

7.1 Escalation Process

If you're not satisfied with our refund decision:

1. Request escalation to senior management via disputes@aasaanwork.in
2. A senior team member will review your case within 7 business days
3. If still unresolved, we can engage in mediation or arbitration as per our Terms of Service

7.2 Good Faith

We approach all disputes with good faith and fairness. Our goal is to find a mutually acceptable resolution that maintains our relationship while protecting both parties' interests.

8. Special Circumstances

8.1 Force Majeure

If project delivery is delayed or prevented due to circumstances beyond our control (natural disasters, pandemics, government actions, etc.), refunds will be handled based on work completed to date. No penalty or cancellation fees will apply.

8.2 Scope Changes

If project scope significantly changes mid-project, we will renegotiate terms. Previous payments remain non-refundable, but future payments will reflect the new scope.

8.3 Technical Limitations

If we discover technical limitations preventing project completion as originally scoped, we will:

• Notify you immediately
• Propose alternative solutions
• Offer a refund for incomplete portions if no acceptable alternative exists

9. Credits and Alternatives to Refunds

In some cases, we may offer alternatives to monetary refunds:

• Service Credits: Credit toward future projects (often at a premium, e.g., $1000 refund = $1200 credit)
• Additional Services: Complimentary additional features or support hours
• Extended Warranty: Extended bug-fix and support period
• Rework: Redoing deliverables to meet expectations

10. Chargebacks

Please contact us before initiating a chargeback. Chargebacks are costly for both parties and damage business relationships. If you initiate a chargeback:

• We will suspend all services immediately
• We reserve the right to dispute the chargeback with evidence of work performed
• If the chargeback is resolved in our favor, you will be responsible for chargeback fees
• We may pursue legal action to recover costs

We strongly encourage direct communication to resolve payment disputes.

11. Contact Information

For refund requests or questions about this policy, please contact:

• Billing/Refunds: billing@aasaanwork.in
• Disputes: disputes@aasaanwork.in
• General Support: support@aasaanwork.in
• Phone: +91-7075190199
• WhatsApp: +91-7075190199

12. Policy Changes

We may update this Refund Policy from time to time. Changes will be posted on our website with an updated "Last Updated" date. Your continued use of our services after changes constitutes acceptance of the updated policy.

For active projects, the refund policy in effect at the time of contract signing will apply unless both parties agree to updated terms.

13. Governing Law

This Refund Policy is governed by the laws of India. Any disputes arising from refund requests shall be subject to the dispute resolution procedures outlined in our Terms of Service.

Note: This Refund Policy is designed to be fair and transparent. We understand that software development projects can be complex, and we're committed to working with you to ensure a positive outcome. If you have any questions or concerns, please don't hesitate to reach out.