1. What this policy covers
ECOM BUYER NETWORK PRIVATE LIMITED provides software development and technology services. What you are paying for is professional work carried out over time — analysis, design, development, testing, deployment and support — and not a physical product or an item bought from a catalogue.
That distinction is why this policy is written the way it is: there is nothing to return, and no dispatch to cancel. What there is, is an engagement that either party may bring to an end, and work that has or has not been performed by the time they do.
This policy applies alongside the Project Agreement for your engagement. Where that agreement sets out its own cancellation or refund terms, those terms apply to that engagement and this page explains our general approach.
2. Cancelling an engagement
You may cancel an engagement at any time by giving us written notice. We ask for the notice period stated in your Project Agreement; where none is stated, we ask for fifteen (15) days written notice so that work in progress can be brought to a clean stopping point and handed over.
We may also end an engagement, on written notice, where a material breach is not remedied within thirty (30) days of us notifying you of it — for example a sustained failure to pay undisputed invoices, or a sustained failure to provide the information, approvals or access the project cannot proceed without.
On cancellation by either party, we will hand over the work completed and paid for up to that point, in the form agreed in the Project Agreement.
3. How fees are treated on cancellation
- Work already performed is payable. Fees for work carried out up to the date of cancellation are due, whether or not that work has been invoiced.
- Committed third-party costs are payable. Licences, hosting, domains, gateway charges, app store fees and similar costs already incurred or committed on your behalf are payable.
- Amounts paid for work not yet performed are refundable. Where you have paid in advance for a stage that has not been started, that amount is refunded.
- Deposits. An initial deposit reserves capacity and covers requirement analysis and planning. Where that work has been carried out, the deposit is not refundable; where the engagement is cancelled before it begins, it is.
4. Milestone and stage payments
Where a Project Agreement is structured in milestones, each milestone is assessed on its own when an engagement ends:
- a milestone delivered and accepted is payable in full and is not refundable;
- a milestone in progress is charged in proportion to the work completed on it;
- a milestone not started is not charged, and anything paid towards it is refunded.
5. Defects are corrected, not refunded
If delivered software does not do what the agreed specification says it should, that is a defect, and the remedy is that we correct it — within any defect-correction period stated in your Project Agreement, at no additional charge. Our Terms & Conditions set out what does and does not count as a defect.
A refund is not the ordinary remedy for a defect, because the work can be put right. Where a defect is fundamental, cannot reasonably be corrected, and leaves the delivered work incapable of being used for its agreed purpose, we will discuss an appropriate remedy with you, which may include a refund of the fees for the affected deliverable.
6. What is not refundable
- Work already performed and delivered in accordance with the agreed specification.
- Third-party costs already incurred on your behalf and not recoverable from that third party.
- Time spent on a change you requested and then withdrew, where the work had begun.
- Delays or additional cost caused by information, content, approvals or access not being provided — see section 5 of our Terms & Conditions.
- Support or maintenance periods already elapsed.
7. Recurring support and maintenance
Where you hold a recurring support, maintenance or hosting arrangement with us, you may cancel it with effect from the end of the current billing period by giving written notice before that period ends. The current period is not refunded, because the service is available to you throughout it; no further periods are billed after cancellation.
8. How to request a cancellation or refund
Send your request in writing, using the details at the foot of this page or the contact form, telling us which engagement it concerns and what you are asking for.
We acknowledge cancellation and refund requests within two (2) working days and respond substantively within fifteen (15) working days.
Approved refunds are made to the original payment method wherever possible, and are normally processed within fifteen (15) working days of approval. The time it then takes to appear depends on your bank or payment provider and is outside our control. Any transaction charges levied by a payment provider on the original payment are not refundable by us.
9. If you disagree with the outcome
If you are not satisfied with our decision, please raise it under our Complaints & Grievance Policy, which sets out a review by someone senior to the person who made the original decision. We ask that you use that route before taking any other step. Nothing in this policy affects your legal rights.
Contact
If you have a question about this document, or wish to exercise a right described in it, please contact us:
ECOM BUYER NETWORK PRIVATE LIMITED
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