Refund & Cancellation Policy

1. Overview & Eligibility

At DCW Webtech Solutions, we stand behind the quality of our software products and services. This Refund & Cancellation Policy outlines the conditions under which you may request a refund, the applicable deductions, and the process for doing so.

1.1 Who Can Request a Refund?

• Direct purchasers of our software products through our website, sales team, or authorized partners
• Clients who have paid the full product price or advance payment as per the Agreement
• Users who have not violated our Terms & Conditions or Acceptable Use Policy

1.2 General Conditions

• Refund requests must be submitted within the applicable refund window for each product/service category
• Only the original purchaser or authorized account holder can request a refund
• Refunds are processed to the original payment method used for the purchase
• Processing fees charged by payment gateways (typically 2-3%) are non-refundable
• GST paid on the transaction will be refunded in full as part of the total refund amount

2. Software Products — 7-Day Refund Policy

Our standard software products are eligible for a full or partial refund within 7 calendar days from the date of purchase or product delivery (whichever is later).

2.1 Covered Software Products

2.2 7-Day Refund Window

2.3 What Constitutes "Implementation"?

Implementation includes any of the following activities performed by our team on your behalf:

• Server setup and environment configuration
• Software installation and initial deployment
• Database creation and basic schema setup
• Domain configuration and SSL certificate installation
• Initial user account creation and role assignment
• Basic branding setup (logo upload, color scheme configuration)
• Data import from provided templates (up to 500 records)
• Initial training session (up to 2 hours) conducted

If none of the above activities have been performed, the implementation cost deduction does not apply.

3. Implementation Cost Deduction

If implementation work has already been initiated or completed at the time of your refund request, a fixed deduction of ₹5,000 (Indian Rupees Five Thousand Only) will be applied to cover our implementation costs.

3.1 What the ₹5,000 Deduction Covers

• Technical team time for server setup and configuration
• Software installation and licensing activation
• Initial quality assurance and testing
• Project management and coordination overhead
• Documentation and handover preparation

3.2 When the Deduction Does NOT Apply

• You purchased a self-hosted/downloadable product and installed it yourself without our assistance
• You purchased a SaaS subscription but have not yet requested activation or setup
• The product was purchased but implementation is scheduled for a future date and has not yet begun
• You are requesting an exchange for another product of equal or greater value (no cash refund)
• You purchased WhatsApp API credits only (no setup/service) — credit purchases are non-refundable per Section 8

3.3 Maximum Deduction Cap

• The ₹5,000 implementation deduction is the maximum deduction for standard product refunds
• It will never exceed the total amount paid for the product
• If the product price is less than ₹5,000, the deduction is capped at the product price (resulting in ₹0 refund)
• For products priced between ₹5,001 - ₹10,000, the refund will be: Total Paid - ₹5,000
• For products priced above ₹10,000, the refund will be: Total Paid - ₹5,000

4. Refund Calculation Examples

Below are illustrative examples of how refunds are calculated under different scenarios:

5. Services Not Eligible for Refund

The following services and products are non-refundable under all circumstances:

6. Custom Development Projects

Custom software development, mobile app development, and bespoke integration projects follow a different refund structure due to their unique nature:

6.1 Milestone-Based Payment = No Refund for Completed Milestones

• Custom projects are billed at milestones: 50% kickoff → 20% design → 20% UAT → 10% go-live
• Once a milestone is delivered and approved (or remains unobjected for 7 days), payment for that milestone is non-refundable
• If the project is cancelled mid-way, you pay only for completed milestones plus any work-in-progress at standard hourly rates

6.2 Project Cancellation by Client

6.3 Project Cancellation by DCW Webtech Solutions

• If we cancel due to inability to deliver (rare), you receive a full refund of all amounts paid for uncompleted work
• If cancellation is due to your breach (non-payment, abuse, illegal use), no refund is due
• All completed deliverables and source code remain our property until full payment is received

7. Subscription & Recurring Services

For SaaS/cloud-based subscriptions and annual maintenance contracts (AMC):

7.1 Annual Subscriptions (CRM/ERP/HRMS SaaS)

7.2 Monthly Subscriptions

• Monthly subscriptions can be cancelled anytime before the next billing cycle
• No refund for the current month once billing has occurred
• Cancellation takes effect at the end of the current paid period

7.3 Annual Maintenance Contract (AMC)

• AMC fees are non-refundable after 30 days from contract start
• If cancelled within 30 days, prorated refund for unused months minus ₹2,500 admin fee
• AMC covers updates, bug fixes, and standard support only; does not include new features or customizations

8. Communication Services (API Credits)

WhatsApp API, SMS Gateway, and RCS messaging services operate on a prepaid credit model:

8.1 Credit Purchase Policy

• All API credits (SMS, WhatsApp conversations, RCS messages) are prepaid and non-refundable
• Credits do not expire for 12 months from purchase date (unless otherwise stated)
• Unused credits can be transferred to another account within the same organization with written request
• Credits cannot be converted to cash or refunded under any circumstances

8.2 Why Credits Are Non-Refundable

• We purchase credits in bulk from telecom operators and Meta (WhatsApp) upfront
• Operator charges are non-reversible once credits are loaded into our system
• Credit pricing is based on volume commitments made to operators

9. How to Request a Refund

To initiate a refund request, please follow these steps:

9.1 Required Information

Your refund request email must include:

• Order ID / Invoice Number: Found in your purchase confirmation email
• Registered Email: The email used to make the purchase
• Product/Service Name: Exact name of the product or service
• Date of Purchase: When the payment was made
• Reason for Refund: Brief explanation (helps us improve)
• Bank Account Details: Account name, number, IFSC code, bank name (for bank transfer refunds)
• UPI ID (optional): For UPI refund method

9.2 Refund Request Template

10. Refund Processing Timeline

10.1 Refund Methods

• Original Payment Method (Preferred): Refund to the same UPI, credit/debit card, or net banking account used for purchase
• Bank Transfer: NEFT/IMPS transfer to your registered bank account if original method is unavailable
• Credit Note: If refund is not possible, a credit note for future purchases may be issued

10.2 Delayed Refunds

• If you do not receive your refund within 15 business days of approval, please contact us at info@dcwwebtechsolutions@gmail.com
• Delays may occur due to bank holidays, incorrect bank details provided, or payment gateway reconciliation issues
• We will provide a refund transaction reference number (UTR) for bank transfers to help you track with your bank

11. Cancellation Policy

11.1 Cancellation by Client

• Software Products: Cancellation allowed within 7 days for refund eligibility. Post 7 days, cancellation is effective at the end of the current billing period with no refund.
• Custom Projects: Cancellation requires 15 days' written notice. Client pays for all work completed up to cancellation date.
• Subscriptions: Cancel anytime via account dashboard or by emailing info@dcwwebtechsolutions@gmail.com. Cancellation takes effect at the end of the current paid period.
• API Credits: Service can be discontinued anytime. Unused credits remain valid for 12 months or can be transferred.

11.2 Cancellation by DCW Webtech Solutions

We reserve the right to cancel services immediately if:

• Payment is not received within 15 days of the due date after written notice
• The Client violates our Terms & Conditions, Acceptable Use Policy, or applicable laws
• The Client engages in fraudulent, abusive, or harmful activities
• Force majeure events prevent us from delivering services (natural disasters, regulatory changes, etc.)

In case of cancellation by us for non-breach reasons, a prorated refund for unused services will be issued.

11.3 Data Retrieval After Cancellation

• Upon cancellation, you have 30 days to request a full data export
• Data is provided in standard formats: CSV, JSON, SQL dump, or as agreed
• After 30 days, data may be permanently deleted from our servers per our data retention policy
• We are not liable for data loss after the 30-day export window

12. Exceptions & Special Cases

While our policy is generally strict to ensure fairness, we recognize that exceptional circumstances may arise:

12.1 Goodwill Refunds (Management Discretion)

• In rare cases, management may approve a goodwill refund outside standard policy terms
• Such decisions are made on a case-by-case basis considering:
• Length of relationship with the client
• Severity of the issue experienced
• Good faith efforts by both parties to resolve disputes
• Documented evidence of product/service failure
• Goodwill refunds, if approved, may be partial and are provided as a gesture of customer satisfaction, not as a legal obligation

12.2 Double Payment or Billing Errors

• If you were accidentally charged twice for the same product, the duplicate payment is refunded in full immediately upon verification
• If you were overcharged due to a system error, the excess amount is refunded with applicable interest
• No implementation deduction applies to billing error refunds

12.3 Product Not Delivered

• If the purchased product was not delivered within the promised timeframe (and no delay was communicated), you are entitled to a full refund plus compensation at management discretion
• This applies only when the delay is solely attributable to DCW Webtech Solutions and not due to Client delays or third-party dependencies

12.4 Force Majeure

• In events beyond our control (natural disasters, wars, pandemics, government actions, internet outages), refunds may be delayed but will be honored as soon as operationally feasible
• We will communicate proactively about any force majeure impacts on refund processing

13. Contact & Dispute Resolution

For any questions about this Refund Policy or to discuss a specific refund situation:

13.1 Escalation Process

If you are not satisfied with the initial refund decision:

1. Level 1: Contact our Support Team at info@dcwwebtechsolutions@gmail.com with your case details
2. Level 2: If unresolved, escalate to our Billing Manager at billing@dcwwebtech.com
3. Level 3: If still unresolved, escalate to our Management at management@dcwwebtech.com with subject "Refund Escalation"
4. Level 4: If all internal channels are exhausted, you may approach consumer courts or arbitration as per our Terms & Conditions

13.2 Policy Updates

• We reserve the right to modify this Refund Policy at any time
• Changes will be posted on this page with an updated "Last Updated" date
• Refunds for purchases made before a policy change will be governed by the policy in effect at the time of purchase
• Continued use of our services after policy changes constitutes acceptance of the updated terms