Refund & Cancellation Policy

Effective Date: January 1, 2024

Last Updated: January 1, 2024

This Refund and Cancellation Policy outlines the terms and conditions for refunds and cancellations of services provided by My11exch. Please read this policy carefully before engaging our services.

1. General Policy Overview

My11exch is committed to client satisfaction and maintaining transparent business relationships. Our refund and cancellation policies are designed to be fair to both parties while protecting the interests of our business and clients.

1.1 Policy Scope

This policy applies to all services provided by My11exch, including:

• Custom software development projects
• Web development services
• Mobile application development
• Cloud solutions and migration services
• IT consulting and support services
• Maintenance and ongoing support contracts

2. Payment Structure

Understanding our payment structure is essential for comprehending the refund policy:

2.1 Standard Payment Schedule

2.2 Payment Methods

My11exch accepts payments through:

• Bank transfer (NEFT/RTGS/IMPS)
• UPI payments
• Digital wallets
• Cheque payments (for corporate clients)

3. Cancellation Policy

3.1 Client-Initiated Cancellation

3.1.1 Before Project Commencement

If cancellation occurs before project work begins:

• Within 24 hours of contract signing: Full refund of advance payment minus 5% processing fee
• 24-72 hours after contract signing: 90% refund of advance payment
• After 72 hours but before work starts: 80% refund of advance payment

3.1.2 After Project Commencement

Once project work has begun:

• Client will be charged for all completed work and deliverables
• Non-refundable costs include third-party licenses, hosting setup, and domain purchases
• Unused portion of advance payment may be refunded after deducting completed work value
• 30 days written notice required for project cancellation

3.2 My11exch-Initiated Cancellation

My11exch may cancel projects in cases of:

• Non-payment of dues beyond agreed terms
• Client non-cooperation affecting project progress
• Scope changes that fundamentally alter project requirements
• Legal or ethical concerns about project requirements

In such cases, clients will receive refunds for unused advance payments after deducting completed work value.

4. Refund Eligibility

4.1 Eligible Scenarios

Refunds may be considered in the following situations:

4.1.1 Service Quality Issues

• Deliverables significantly deviate from agreed specifications
• Major functionality failures that cannot be resolved
• Failure to meet critical project milestones due to My11exch fault

4.1.2 Technical Issues

• Inability to deliver core functionality as promised
• Security vulnerabilities in delivered solutions (if not resolved within 30 days)
• Performance issues that cannot be optimized to acceptable levels

4.1.3 Timeline Delays

• Project delays exceeding 60 days due to My11exch fault
• Failure to commence project within agreed timeline

4.2 Non-Eligible Scenarios

Refunds will NOT be provided in the following cases:

• Change in client business requirements or priorities
• Client dissatisfaction with design preferences (after approval)
• Third-party service limitations or failures
• Delays caused by client feedback or approval delays
• Market changes affecting project viability
• Completed work that meets agreed specifications

5. Refund Process

5.1 Refund Request Procedure

To request a refund from My11exch:

5.2 Refund Timeline

• Approval to Processing: 5-7 business days
• Bank Transfer: 3-5 business days
• UPI/Digital Wallet: 1-2 business days
• Cheque Refunds: 10-15 business days

5.3 Refund Calculation

Refund amounts are calculated as:

Refund Amount = Total Payment - Completed Work Value - Non-Refundable Costs - Processing Fee

6. Non-Refundable Items

The following items are generally non-refundable:

6.1 Third-Party Costs

• Domain name registrations
• SSL certificates
• Third-party software licenses
• Cloud hosting setup fees
• Payment gateway setup charges

6.2 Completed Deliverables

• Approved design mockups and wireframes
• Completed code modules and features
• Documentation and user manuals
• Training sessions conducted
• Consultation hours utilized

6.3 Processing and Administrative Costs

• Project setup and planning time
• Initial consultation and requirement analysis
• Legal and administrative processing

7. Dispute Resolution

7.1 Internal Resolution

My11exch encourages resolving disputes through:

• Direct communication with project manager
• Escalation to senior management
• Mediation through neutral third party

7.2 Formal Dispute Process

If internal resolution fails:

• Written dispute notice must be submitted
• 30-day resolution period from dispute filing
• Final decision by My11exch management
• Legal recourse available under Indian law

8. Special Circumstances

8.1 Force Majeure Events

In case of unforeseeable events affecting project delivery:

• Natural disasters, pandemics, or government restrictions
• Major technology platform changes
• Internet infrastructure failures

Refunds will be considered based on individual circumstances and completed work value.

8.2 Partial Refunds

My11exch may offer partial refunds for:

• Projects completed but not meeting full specifications
• Delayed deliveries with client impact
• Service quality issues that are partially resolved

9. Maintenance and Support Services

9.1 Ongoing Support Contracts

For maintenance and support services:

• Monthly/annual contracts can be cancelled with 30 days notice
• Unused portion of prepaid support may be refunded
• Emergency support charges are non-refundable

9.2 Hosting and Domain Services

Services managed by My11exch:

• Hosting fees are typically non-refundable
• Domain transfers available upon request
• Unused hosting periods may be refunded (case-by-case basis)

10. Client Responsibilities

To be eligible for refunds, clients must:

10.1 Documentation Requirements

• Provide clear documentation of issues or concerns
• Submit refund requests within 30 days of issue occurrence
• Cooperate with My11exch resolution efforts
• Provide access to systems for issue verification

10.2 Good Faith Participation

• Engage in constructive dialogue to resolve issues
• Allow reasonable time for issue resolution
• Provide timely feedback and approvals

11. Policy Updates

My11exch reserves the right to update this policy. Changes will be:

• Posted on our website with effective date
• Communicated to active clients via email
• Applied to new contracts after the effective date
• Not retroactively applied to existing contracts

12. Contact Information

For refund requests or questions about this policy, contact My11exch:

We are committed to addressing refund requests promptly and fairly. All refund inquiries will be acknowledged within 48 hours and resolved within 15 business days.

13. Legal Framework

This policy is governed by:

• Indian Contract Act, 1872
• Consumer Protection Act, 2019
• Information Technology Act, 2000
• Rajasthan state commercial laws

Any disputes arising from this policy will be subject to the jurisdiction of courts in Rajasthan, India.