Refund & Cancellation Policy

1. Overview

At SUJAL ENTERPRISES, we are committed to providing high-quality IT services and ensuring customer satisfaction. This Refund and Cancellation Policy outlines the terms and conditions under which refunds and cancellations are processed for our services.

We understand that circumstances may change, and we strive to be fair and transparent in our refund and cancellation processes while protecting the interests of both parties.

2. General Refund Policy

SUJAL ENTERPRISES offers refunds under the following circumstances:

• Service Not Delivered: If we fail to deliver the agreed services within the specified timeframe due to our fault
• Quality Issues: If the delivered services do not meet the agreed specifications and cannot be rectified
• Early Cancellation: If you cancel the service before work begins (subject to terms below)
• Force Majeure: If services cannot be delivered due to circumstances beyond our control

All refund requests must be submitted in writing to contact@sujalenterprise.shop within the specified timeframes outlined below.

3. Refund Eligibility and Timelines

3.1 Web Development Services

• Before Project Start: 100% refund if cancelled within 48 hours of contract signing
• During Development (0-25% complete): 75% refund
• During Development (25-50% complete): 50% refund
• During Development (50-75% complete): 25% refund
• After 75% completion: No refund (work completed as per contract)

3.2 Cloud & DevOps Services

• Setup Phase: 100% refund if cancelled before implementation begins
• Implementation Phase: 50% refund if cancelled within first 30 days
• After 30 days: No refund (services are ongoing and infrastructure is provisioned)

3.3 Security & Compliance Services

• Assessment Phase: 100% refund if cancelled before assessment begins
• During Assessment: 50% refund if cancelled within first 15 days
• After 15 days: No refund (assessment work is completed)

3.4 Managed IT Support

• Monthly Services: Refund for unused portion of the month
• Annual Services: Refund for unused months minus 20% administrative fee
• One-time Services: No refund after service completion

4. Non-Refundable Services

The following services are generally non-refundable:

• Consultation and advisory services (once provided)
• Custom software development (after 75% completion)
• Third-party licenses and subscriptions
• Domain registrations and renewals
• Hosting services (after setup)
• Training and documentation services (once delivered)
• Emergency support services

5. Cancellation Process

To cancel a service and request a refund, please follow these steps:

1. Submit Request: Send an email to contact@sujalenterprise.shop with the subject "Cancellation Request"
2. Provide Details: Include your project reference number, reason for cancellation, and preferred refund method
3. Review Period: We will review your request within 2-3 business days
4. Approval/Denial: We will notify you of our decision and provide reasons if denied
5. Refund Processing: Approved refunds will be processed within 7-10 business days

6. Refund Processing

Once a refund is approved:

• Processing Time: 7-10 business days from approval date
• Refund Method: Refunds will be processed using the same method as the original payment
• Bank Transfers: May take additional 3-5 business days to reflect in your account
• Confirmation: You will receive an email confirmation once the refund is processed

7. Partial Refunds

In cases where partial work has been completed, refunds will be calculated as follows:

• Total project cost minus completed work value
• Completed work value is calculated based on milestones achieved
• Any third-party costs incurred will be deducted
• Administrative fees may apply (up to 10% of refund amount)

8. Dispute Resolution

If you disagree with our refund decision:

• Appeal Process: You may appeal within 7 days of our decision
• Documentation: Provide additional documentation supporting your case
• Review: A senior team member will review your appeal within 5 business days
• Final Decision: The senior review decision is final and binding

9. Special Circumstances

9.1 Force Majeure

In cases of force majeure (natural disasters, government actions, pandemics, etc.), we will work with you to find alternative solutions or provide appropriate refunds based on the circumstances.

9.2 Quality Issues

If you are not satisfied with the quality of our work, we will first attempt to rectify the issues at no additional cost. If rectification is not possible, we will provide a full or partial refund as appropriate.

9.3 Payment Disputes

If you dispute a payment with your bank or payment provider, we will work with you to resolve the dispute amicably. However, we reserve the right to suspend services until the dispute is resolved.

10. Refund Exceptions

Refunds will not be provided in the following cases:

• Change of mind after project completion
• Failure to provide required information or materials
• Delays caused by client-side issues
• Services used for illegal or unauthorized purposes
• Violation of terms of service
• Refund requests submitted after 30 days of service completion

11. Client Responsibilities

To ensure smooth refund processing, clients must:

• Provide accurate payment information
• Respond promptly to refund-related communications
• Return any physical materials or access credentials if requested
• Cooperate with the refund investigation process
• Provide necessary documentation to support refund claims

12. Contact Information

For refund and cancellation requests, please contact us:

13. Policy Updates

We reserve the right to update this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting on our website. We will notify existing clients of material changes via email.

Your continued use of our services after policy changes constitutes acceptance of the updated terms.

14. Governing Law

This Refund and Cancellation Policy is governed by the laws of India. Any disputes arising from this policy will be subject to the jurisdiction of the courts in Rajasthan, India.