Refund & Cancellation Policy

Last Updated: October 9, 2024

1. Overview

This Refund and Cancellation Policy outlines the terms and conditions for refunds and cancellations of services provided by LOTUS GLOBAL PRIVATE LIMITED ("Company," "we," "our," or "us"). This policy applies to all IT services including custom software development, web development, mobile applications, cloud solutions, and consulting services.

2. Service Categories and Refund Terms

2.1 Custom Software Development Projects

Milestone-Based Projects:

• Refunds are available only for incomplete milestones
• Completed and approved milestones are non-refundable
• Work in progress will be charged on a pro-rata basis
• Source code and deliverables for paid milestones remain with the client

Fixed-Price Projects:

• Refunds calculated based on percentage of work completed
• Initial analysis and planning phase (up to 20% of project value) is non-refundable after commencement
• Refund amount = Total paid - (Percentage completed × Total project value)

2.2 Web Development Services

• Design approval phase: 50% refund available if cancelled before design approval
• Development phase: Refunds based on completed functionality
• Domain and hosting fees are non-refundable
• Third-party licenses and subscriptions are non-refundable

2.3 Mobile App Development

• Concept and wireframing phase: 70% refund if cancelled within 7 days
• UI/UX design phase: 50% refund if cancelled before development starts
• Development phase: Refunds based on completed features
• App store fees and developer account costs are non-refundable

2.4 Consulting Services

• Hourly consulting: No refund for completed hours
• Retainer agreements: Unused hours refundable with 30 days notice
• Strategy documents and reports are non-refundable once delivered

2.5 Maintenance and Support Services

• Monthly subscriptions: Pro-rated refund for unused days
• Annual contracts: Refund available with 60 days notice, minus 20% administrative fee
• Emergency support charges are non-refundable

3. Cancellation Procedures

3.1 Client-Initiated Cancellation

Clients may cancel services by providing written notice via:

• Email to contact@lotusglobal.shop
• Registered mail to our Mumbai office
• Formal notice as specified in the service agreement

3.2 Cancellation Notice Periods

• Ongoing Projects: 15 days written notice required
• Monthly Services: 30 days written notice required
• Annual Contracts: 60 days written notice required
• Emergency/Rush Projects: 48 hours notice required

3.3 Company-Initiated Cancellation

LOTUS GLOBAL may cancel services in the following circumstances:

• Non-payment of invoices beyond 30 days
• Breach of service agreement terms
• Illegal or unethical use of our services
• Force majeure events preventing service delivery

4. Refund Eligibility Criteria

4.1 Eligible Circumstances

Refunds may be granted in the following situations:

• Service cancellation within the specified notice period
• Failure to deliver services as per agreed timeline (without client-caused delays)
• Material breach of service agreement by LOTUS GLOBAL
• Technical impossibility of delivering agreed services
• Mutual agreement to terminate services

4.2 Non-Eligible Circumstances

Refunds will NOT be granted in the following situations:

• Change of mind after project commencement
• Delays caused by client's failure to provide required information
• Dissatisfaction with delivered work that meets agreed specifications
• Third-party costs already incurred (licenses, hosting, etc.)
• Services delivered and accepted by the client
• Requests made beyond 30 days of service completion

5. Refund Process and Timeline

5.1 Refund Request Process

1. Submit Request: Email refund request with project details and reason
2. Review Period: We will review the request within 5-7 business days
3. Assessment: Evaluation of work completed and refund eligibility
4. Decision: Written response with refund decision and amount
5. Processing: Approved refunds processed within 10-15 business days

5.2 Refund Methods

Refunds will be processed using the same payment method used for the original transaction:

• Bank transfer: 3-5 business days
• Credit card: 5-10 business days
• Digital wallets: 2-7 business days
• Cheque: 10-15 business days (for large amounts)

6. Partial Refunds and Adjustments

6.1 Calculation Method

Partial refunds are calculated based on:

• Percentage of work completed and delivered
• Time and resources invested in the project
• Value of deliverables provided to the client
• Third-party costs that cannot be recovered

6.2 Administrative Fees

The following administrative fees may apply:

• Processing fee: 5% of refund amount (minimum ₹500)
• Bank transfer charges: As applicable
• Currency conversion fees: For international clients

7. Dispute Resolution

7.1 Internal Review

If you disagree with our refund decision:

• Request internal review within 15 days of decision
• Provide additional documentation supporting your case
• Senior management will review within 10 business days

7.2 External Mediation

Unresolved disputes may be submitted to:

• Industry mediation services
• Consumer protection forums
• Legal arbitration as per our Terms & Conditions

8. Special Circumstances

8.1 Force Majeure

In case of events beyond our control (natural disasters, pandemics, government restrictions):

• Services may be suspended without penalty
• Full refund available for undelivered services
• Alternative delivery methods will be explored

8.2 Technical Failures

If technical issues prevent service delivery:

• Alternative solutions will be provided at no extra cost
• Timeline extensions without additional charges
• Full refund if alternative solutions are not feasible

9. Client Responsibilities

To be eligible for refunds, clients must:

• Provide timely feedback and approvals
• Supply required information and access
• Communicate issues promptly
• Follow proper cancellation procedures
• Return any confidential materials

10. Modifications to This Policy

This policy may be updated periodically. Changes will be:

• Posted on our website with updated date
• Communicated to active clients via email
• Applied to new agreements after the effective date
• Existing agreements remain under original terms unless mutually agreed

11. Contact Information

For refund requests or questions about this policy:

12. Legal Compliance

This policy complies with:

• Indian Consumer Protection Act, 2019
• Information Technology Act, 2000
• Contract Act, 1872
• Applicable state and central government regulations

This policy is governed by Indian law and subject to the jurisdiction of Mumbai courts. By engaging our services, you acknowledge understanding and acceptance of these refund and cancellation terms.