Refund Policy.

1. Scope and principles

This Refund and Cancellation Policy applies to custom software development, consulting, implementation, maintenance, and subscription software services provided by Rdelab Technologies Private Limited ("Rdelab", "we", "us", or "our"). It should be read with the applicable signed proposal, statement of work ("SOW"), order form, or SaaS plan terms. If those documents set a different payment or cancellation rule for a particular engagement, that specific written term controls for that engagement.

We aim to charge for work performed, capacity reserved, and third-party commitments made. Nothing in this policy removes a refund, cancellation, or other right that cannot legally be waived under applicable law.

2. Deposits and project kickoff

A project may require an advance payment or kickoff deposit, as stated in its SOW. The deposit is credited against the project price and may cover discovery, planning, onboarding, resource allocation, and reserved delivery capacity.

After work or resource reservation begins, the deposit is generally non-refundable to the extent it represents work completed, reasonable committed costs, or capacity reserved for the client, except where applicable law requires otherwise. Any unearned amount will be assessed under the cancellation terms below. We will not treat an amount as earned solely by labelling it a deposit.

Work begins after the agreed initial payment and required access, materials, and approvals are received. The SOW will identify any project-specific payment schedule.

3. Milestones, invoices, and review cycles

For milestone-based projects, invoices are due according to the SOW. Each payment corresponds to the milestone, time period, or other deliverable described there. Unless the SOW states another period, please review a submitted milestone and send one consolidated written list of material defects or acceptance within seven (7) calendar days.

We will acknowledge a review or support request within 24–48 business hours and will normally assess a complete milestone review within seven (7) to fourteen (14) calendar days, depending on complexity and the information available. These are service targets, not a guarantee of resolution within that period. We will explain any delay and agree the next steps with you.

Where a deliverable materially fails the written acceptance criteria, we will have a reasonable opportunity to correct it. Disagreement about a defect does not automatically entitle either party to cancel or withhold undisputed amounts; both parties should follow the written escalation process in the SOW and this policy.

4. Final payment and delivery

Final invoices and any handover conditions are set out in the SOW. Unless the SOW states otherwise, final source-code handover, production transfer, or assignment of project-specific deliverables occurs after all undisputed amounts due for that project have been paid.

If a client disputes part of an invoice in good faith, the client should promptly identify the disputed amount and reasons in writing and pay the undisputed portion by its due date. Any refund due after reconciliation will be made to the original payment method where practicable, or by another mutually agreed method, subject to payment-provider processing times and applicable law.

5. Project cancellation and refunds

Either party may cancel a project only as provided in the SOW or by written agreement. A client requesting cancellation should email [email protected] with the project name, requested effective date, and reason.

On cancellation, Rdelab will prepare a reasonable account of: (a) accepted work and work completed up to the effective date; (b) work in progress that can be transferred or used; (c) non-cancellable third-party charges and other reasonable commitments made for the project; and (d) payments already received. The client remains responsible for earned fees and approved commitments. Any remaining prepaid balance not attributable to those items will be refunded, except where a different written SOW term or applicable law governs.

Where Rdelab terminates without client breach and does not complete the paid-for work, we will provide the completed paid-for work and refund any amount paid for work not performed, subject to the SOW and applicable law. Refunds are not automatic for a change of mind, delay caused by missing client inputs, or dissatisfaction unrelated to the agreed scope or acceptance criteria; we will still review each request on its facts.

6. SaaS subscriptions

SaaS plan prices, billing interval, trial terms (if any), included usage, and renewal terms are shown at purchase or in the applicable order form. Unless stated otherwise, a paid subscription renews for the displayed billing interval until cancelled.

You may cancel renewal through the account controls, if available, or by contacting [email protected]. Cancellation stops future renewal; access generally continues through the paid period. Fees for a current or partially used billing period are not prorated or refundable except where the plan terms or applicable law require it, or where a verified duplicate/incorrect charge is refunded.

Contact us promptly about an unexpected charge. We will investigate billing errors and, where confirmed, correct the invoice or refund the erroneous amount. Any statutory cooling-off, withdrawal, or consumer rights that apply to your purchase remain unaffected.

7. Changes, pauses, and client delays

Requests outside the agreed scope may require a written change order covering the additional fees and schedule before that work begins. Fees for completed work and approved change orders remain payable.

If a project is paused because required client approvals, content, access, or payment are outstanding, delivery dates may move and reserved capacity may need to be rescheduled. Any restart, storage, or remobilisation charge must be reasonable, disclosed, and agreed in writing before it is charged. The parties will discuss a practical revised plan before treating a delay as a cancellation.

8. Third-party and pass-through costs

Domain registrations, cloud hosting, licenses, payment processing, advertising, and other third-party services may be billed directly by their providers or passed through to the client with prior approval. Provider charges, committed annual fees, and setup fees may be non-refundable under that provider's terms. Rdelab cannot promise a refund of a third-party charge it does not control, but will provide available invoice details and reasonable assistance with a provider claim.

9. Support and review timelines

For billing and refund requests, we aim to acknowledge receipt within 24–48 business hours. After receiving the information needed to review a claim, we aim to provide an assessment or status update within seven (7) to fourteen (14) calendar days. Complex disputes, bank/provider investigations, or missing information may take longer; we will keep you informed and provide a next-update date.

These response targets do not change any statutory deadline, contractual service level, or payment due date. SaaS technical support response and uptime commitments, if any, are governed by the relevant plan or service-level terms.

10. Refund requests and escalation

Please email [email protected] with your invoice or transaction reference, the amount in question, and a concise explanation. Do not send full card numbers, passwords, or other sensitive authentication details.

We will acknowledge the request, review the SOW/order terms and relevant work or usage records, and provide our decision and reasons in writing. If you disagree, reply to request escalation to a senior representative. We will seek a good-faith resolution and will not restrict any right to approach a competent consumer forum, regulator, payment provider, or court under applicable law.

11. Contact

• Billing and refunds: [email protected]
• General enquiries: [email protected]
• Phone: +91 70281 28121
• Company: Rdelab Technologies Private Limited, Pune, Maharashtra, India