Our Fair & Transparent Refund Policy

1. Overview

At TezzSoft, we are committed to delivering exceptional quality on every project. We invest significant time, expertise, and resources from the moment work begins — which is why our refund policy is structured around clear milestone-based deliverables rather than a blanket money-back guarantee.

This policy is designed to be fair to both parties. We protect our clients by defining clear circumstances where refunds apply, and we protect our business by recognising the real costs of work already completed in good faith.

This Refund Policy should be read alongside our Terms & Conditions and any signed Service Agreement or Statement of Work (SOW), which takes precedence in case of any conflict.

2. Scope of This Policy

This policy applies to all services and products offered by TezzSoft, including:

• Custom software development projects (web, mobile, ERP, CRM, e-commerce)
• Digital marketing retainer services (SEO, social media, content, PPC)
• Software product subscriptions (School Management System, GST Billing, etc.)
• Cloud hosting and managed infrastructure plans
• Bulk SMS, Bulk Email, and Bulk WhatsApp messaging services
• UI/UX design and consulting services

3. Custom Development Projects

Custom software development is billed on a milestone basis. Our standard payment structure is:

• 30% Advance — paid before project commencement
• 40% Milestone Payment — paid on design approval or mid-project milestone
• 30% Final Payment — paid on final delivery and go-live

3.1 Advance Payment (30%)

The advance payment is non-refundable once project work has commenced, as it covers discovery, planning, resource allocation, and initial development time. If you cancel before any work has started (within 48 hours of payment), the advance is fully refundable.

3.2 Milestone Payments (40%)

Milestone payments are non-refundable once the milestone deliverable has been approved by the client (verbally, in writing, or by silence after the stated review period). If TezzSoft fails to deliver the agreed milestone within the contractual timeline without valid cause, a proportional refund will be considered on a case-by-case basis.

3.3 Final Payment (30%)

The final payment is due on delivery of the completed product. If the final deliverable does not substantially conform to the agreed specifications, TezzSoft will first attempt to remedy the non-conformance at no charge within the 30-day warranty period. If the defect cannot be remedied, a partial refund proportional to the non-delivered scope may be considered.

3.4 Refund Summary Table — Development Projects

4. Monthly Retainer Services

Monthly retainer services include SEO, social media management, content marketing, Google Ads management, and similar ongoing services.

• Monthly retainers are billed in advance at the beginning of each service month.
• If you cancel before the service month begins: Full refund of that month’s payment.
• If you cancel mid-month: No refund for the current month. Services continue until the end of the paid period.
• If TezzSoft fails to deliver the agreed monthly scope: A proportional credit applied to the following month’s invoice, or a partial refund at TezzSoft’s discretion.
• Notice period: Cancellation requires 15 days’ written notice before the next billing date to avoid being charged for the following month.

5. Software Product Subscriptions

TezzSoft offers annual subscription plans for software products including School Management System, Medicine Management System, GST Billing Software, Library Management System, and others.

• Free trial period: Most products offer a 14-day free trial. No payment is required during this period.
• Within 30 days of purchase: If the software product cannot perform the core functions described in the product specification, a full refund will be issued. The software must be deactivated and all data deleted upon refund.
• After 30 days: No refunds are available for annual subscription fees after 30 days of activation, as ongoing server costs, support, and updates are incurred continuously.
• Mid-term cancellation: You may cancel at any time. No refund is issued for the unused portion of the annual subscription. Access continues until the subscription end date.

6. Cloud Hosting & Managed Infrastructure

• Setup fees (server configuration, migration, CI/CD pipeline) are non-refundable once work has begun.
• Monthly hosting fees are non-refundable for the current month once the billing period has started.
• Annual hosting plans: Refunds for the unused portion of an annual plan are available within the first 30 days if TezzSoft is unable to meet the agreed uptime SLA. After 30 days, no refunds are available for annual prepayments.
• If our infrastructure causes data loss: TezzSoft will investigate, restore from backups where possible, and provide a service credit proportional to the duration and severity of the incident.

7. Bulk SMS, Email & WhatsApp Services

Bulk messaging services are prepaid — you purchase a credit package that is drawn down as messages are sent.

8. Project Cancellation by Either Party

8.1 Cancellation by Client

If you choose to cancel a project mid-way, you are liable for payment for all work completed up to the cancellation date, calculated at the agreed project rate. Any advance payment already received will be applied against this amount. If work completed exceeds the advance, an additional invoice will be raised for the balance.

TezzSoft will deliver all completed work, source code, and assets to you upon receipt of any outstanding balance.

8.2 Cancellation by TezzSoft

TezzSoft may cancel a project if: you fail to make payment after 14 days’ written notice; you fail to provide required inputs (content, approvals, access) for more than 21 consecutive days; or you breach the Terms & Conditions materially.

In the event of cancellation by TezzSoft for reasons other than client breach, all payments made for undelivered milestones will be refunded within 14 working days.

9. How to Request a Refund

To initiate a refund request, please follow these steps:

1. Submit a written request to billing@tezzsoft.com with the subject line: “Refund Request — [Project/Invoice Name]”
2. Include the following details: Your full name, company name, invoice number, amount paid, date of payment, reason for the refund request, and any supporting documentation.
3. Our team will acknowledge your request within 2 working days and begin investigating.
4. Resolution: We will either approve the refund, reject it with a written explanation, or propose an alternative resolution (such as service credits or completion of outstanding work).

We aim to resolve all refund requests within 10 working days of the acknowledgement. Complex cases involving disputes may take up to 30 days.

10. Refund Processing Timelines

Once a refund has been approved, the time to receive funds depends on the original payment method:

Refunds are processed in the original payment currency. TezzSoft is not responsible for exchange rate differences for international refunds processed after the original payment date.

11. Dispute Resolution

If you are not satisfied with our response to your refund request, the following escalation path applies:

1. Escalate to the Founder/Director by emailing director@tezzsoft.com with your case summary. We commit to a personal response within 5 working days.
2. Mediation: If direct resolution fails, both parties agree to attempt resolution through a mutually appointed mediator before pursuing any legal action. Mediation costs are shared equally.
3. Arbitration: Unresolved disputes are settled by binding arbitration under the Arbitration and Conciliation Act, 1996 (India), in Patna, Bihar.

Disputes must be raised within 90 days of the payment or event giving rise to the dispute. Claims raised after this period will not be considered.

12. Contact Us

For all billing and refund enquiries, please contact our billing team directly: