Refund Policy

1. Overview

At Softgrid Solutions, we are committed to delivering high-quality digital services that meet our clients' expectations. This Refund Policy outlines the conditions under which refunds may be issued for our services. By engaging our services and making a payment through PayPal or any other accepted payment method, you agree to the terms of this Refund Policy.

This policy is designed to be fair, transparent, and compliant with PayPal's Seller Protection and Buyer Protection guidelines. We encourage all clients to read this policy carefully before making any payment.

2. General Refund Conditions

Refund eligibility depends on the nature of the service, the stage of project completion, and the specific terms agreed upon in the Project Agreement. The following general conditions apply:

• All refund requests must be submitted in writing via email to [email protected] within the applicable refund period.
• Each refund request will be reviewed on a case-by-case basis within 3–5 business days of receipt.
• Refunds, when approved, are processed through the original payment method (e.g., PayPal) within 7–14 business days of approval.
• All amounts are in United States Dollars (USD) unless otherwise specified in the Project Agreement.
• Refund amounts will be calculated based on the work completed and resources utilized at the time of the request.

3. Refund Eligibility by Service Stage

3.1 Before Work Commences

If you request a cancellation and refund before any work has started on your project:

• You are eligible for a full refund of the advance payment.
• Any applicable payment processing fees charged by PayPal or other payment processors will be deducted from the refund amount, as these fees are non-recoverable.
• The refund will be initiated within 5 business days of approval.

3.2 During Project Execution (Work in Progress)

If work has already commenced on your project, the refund amount will be calculated based on:

• The percentage of work completed at the time of the refund request, as assessed by our project team.
• Resources, time, and labor already invested in the project.
• Any third-party costs incurred on your behalf (e.g., domain registration, hosting subscriptions, stock images, premium fonts, third-party API fees, software licenses).

A partial refund may be issued for the undelivered portion of the project, less the costs mentioned above. A detailed breakdown will be provided with the refund assessment.

3.3 After Project Completion and Approval

Once a project has been completed and final deliverables have been delivered and approved by the Client (either explicitly or by the expiration of the review period without objection), no refund will be issued. Completion is defined as:

• Delivery of all agreed-upon deliverables as specified in the Project Agreement.
• Client's written or electronic approval of the final output.
• Expiration of the review period (as specified in the Project Agreement) without any objection or revision request from the Client.

4. Non-Refundable Items and Services

The following items and services are strictly non-refundable under any circumstances:

• Consultation fees, strategy sessions, and discovery calls that have been conducted.
• Domain registration, hosting subscriptions, SSL certificates, and third-party software licenses purchased on behalf of the Client.
• Advertising spend (e.g., Google Ads, Facebook/Meta Ads, Instagram Ads) that has already been deployed or committed to ad platforms.
• Custom design work, code, or digital assets that have been delivered and explicitly approved by the Client.
• Monthly subscription, retainer, or maintenance fees for services already rendered during the billing period.
• Rush or expedited delivery surcharges once the expedited work has commenced.
• Payment processing fees and transaction charges imposed by PayPal or other payment processors.

5. Revision Requests vs. Refunds

If you are not satisfied with a deliverable, we strongly encourage you to request revisions before considering a refund:

• Each project includes a specified number of revision rounds as outlined in the Project Agreement, at no additional cost.
• Additional revisions beyond the agreed scope will be quoted separately.
• Refund requests will only be considered after the revision process has been reasonably exhausted and both parties have made good-faith efforts to resolve the issue.

6. Dispute Resolution (Before PayPal Disputes)

If you are dissatisfied with our services or believe a refund is warranted, we strongly encourage you to contact us directly before initiating a dispute or claim through PayPal or your payment provider. We are committed to resolving all issues promptly, fairly, and amicably:

• Step 1: Contact us at [email protected] with a detailed description of your concern, including your project name/reference and specific issues.
• Step 2: Our team will acknowledge your complaint within 2 business days and provide a detailed response within 3–5 business days.
• Step 3: We will work towards a mutually acceptable resolution, which may include service revisions, service credits, partial refunds, or full refunds as appropriate.

Important: Initiating a PayPal dispute, claim, or chargeback without first contacting us may significantly delay the resolution process and may affect your eligibility for a cooperative resolution. We keep detailed records of all project communications, deliverables, and approvals.

7. Refund Processing

Once a refund is approved, it will be processed as follows:

• PayPal Payments: Refunded directly to your PayPal account within 7–14 business days of approval. The refund will appear in your PayPal account, and PayPal may take additional time to reflect the refund in your linked bank account or card.
• Other Payment Methods: Refunded through the original payment channel within 7–14 business days of approval.
• You will receive email confirmation when your refund has been initiated.
• Any payment processing fees or transaction charges deducted by PayPal or other processors at the time of the original payment are non-refundable, as these are charged by the payment processor and not by Softgrid Solutions.

8. Exceptions and Special Circumstances

We understand that exceptional circumstances may arise. In cases involving:

• Medical emergencies or documented hardship
• Service delivery failures attributable solely to Softgrid Solutions
• Significant deviation from the agreed scope without Client approval

We will review refund requests with additional consideration and flexibility. Supporting documentation may be required.

9. Contact Us

For refund inquiries, requests, or any questions about this Refund Policy, please contact us:

• Business Name: Softgrid Solutions
• Address: 2nd Floor, Innov8 CP2 44, Regal Building, Rajiv Chowk, Connaught Place, New Delhi - 110001, India
• Email: [email protected]
• Phone: +91 6389378856

We aim to resolve all refund-related matters within 5–7 business days of initial contact.