1. Introduction

Agile Factory Solution (“Company”, “we”, “our”, or “us”) is committed to delivering reliable and high-quality software solutions and services. This Return and Refund Policy outlines the terms under which refunds may be granted for our software products, SaaS subscriptions, and related services, in accordance with applicable Indian laws.

• Service Provider: Agile Factory Solution
• Service Type: Software Solutions, SaaS Products, Custom Development & IT Services
• Contact Email: connect@agilefactory.in

2. Scope and Applicability

This policy applies to the following offerings:

• Monthly and annual SaaS subscription plans
• Software licensing fees
• Custom software development projects
• Implementation and onboarding services
• Support and maintenance packages

This policy does NOT apply to:

• Third-party software, tools, or integrations
• Hardware purchases (if applicable)
• Services delivered by external partners or consultants

3. Refund Eligibility and Conditions

3.1 General Eligibility

Refunds may be considered under the following circumstances:

• Service Defects: The software fails to function substantially as described in official documentation.
• Extended Downtime: Unplanned service interruption exceeding 24 consecutive hours (excluding scheduled maintenance).
• Billing Errors: Duplicate payments, incorrect charges, or unauthorized transactions.
• Feature Non-Delivery: Paid features not provisioned or materially misrepresented.
• Early Cancellation: Annual subscriptions cancelled within the eligible refund window.

3.2 Refund Timeframes

Service Type	Eligibility Period	Conditions
Monthly Subscription	7 days from billing date	Pro-rated refund for unused days (if applicable)
Annual Subscription	30 days from purchase	Full refund if no major customization completed
Custom Development Projects	Before project milestone approval	Refund subject to work completed and documented hours
Add-on Modules	14 days from activation	Must not be substantially used

3.3 Non-Refundable Items

• Completed custom development work
• Setup, configuration, and onboarding fees
• Training and consultation services already delivered
• Customization tailored specifically to client requirements
• Partial usage of monthly billing cycle (unless due to service fault)

4. Refund Request Process

4.1 How to Request a Refund

1. Email Request: Send a written request to support@agilefactorysolution.com
2. Include Details:
   • Account or invoice number
   • Description of the issue
   • Supporting documents (if applicable)
   • Payment method used
3. Acknowledgment: We will acknowledge receipt within 48 hours.

4.2 Processing Timeline

Stage	Timeline
Acknowledgment	Within 48 hours
Review & Evaluation	3–5 business days
Decision Notification	Within 7 business days
Refund Processing	7–10 working days

4.3 Refund Method

• Refunds will be issued to the original payment method.
• Alternative bank transfer may be used where necessary.
• Applicable taxes (including GST, if charged) will be adjusted as per Indian tax regulations.

5. Subscription Cancellation Policy

5.1 Monthly Plans

• Cancellation must be requested before the next billing cycle.
• Service continues until the end of the current billing period.
• Refunds for unused days apply only in case of service-related issues.

5.2 Annual Plans

• Full refund available within 30 days of initial purchase (if eligible).
• After 30 days, pro-rated refunds may be issued for unused months, excluding setup fees.

5.3 Data Access After Cancellation

• Clients will have 30 days to export their data after cancellation.
• After this period, account access may be permanently removed.

6. Special Circumstances

• Service Level Breach: Service credits or refunds may be provided for significant SLA violations.
• Data Loss Due to Negligence: Refund plus assistance for data recovery, where applicable.
• Force Majeure: Events beyond our reasonable control may affect refund timelines or eligibility.

7. Dispute Resolution

• All disputes should first be addressed through our internal grievance mechanism.
• Governing Law: Laws of India.
• Jurisdiction: Courts as applicable under Indian law.

8. Policy Updates

• Material changes to this policy will be communicated via email or website notice.
• Updated versions will include a revised “Last Updated” date.

9. Acceptance

By subscribing to or using Agile Factory Solution services, you acknowledge that you have read, understood, and agreed to this Return and Refund Policy. For refund-related inquiries, contact: connect@agilefactory.in