Refund & Cancellation Policy

Effective Date: November 5, 2025

1. Introduction

This Refund and Cancellation Policy outlines the terms and conditions for refunds and cancellations of services provided by Smart Scalability. We are committed to ensuring customer satisfaction while maintaining fair business practices.

By engaging our services, you acknowledge and agree to the terms outlined in this policy.

2. Service Categories

Our refund and cancellation terms vary based on the type of service:

  • Custom Automation Development: Bespoke AI automation solutions

  • Consultation Services: AI strategy and implementation consulting

  • Subscription Services: Ongoing automation maintenance and support

  • Implementation Services: System integration and deployment

3. Cancellation Policy

3.1 Client-Initiated Cancellation

Cancellation TimelineRefund PercentageConditionsWithin 24 hours of payment100%No work commenced2-7 days after payment75%Initial assessment phase only8-14 days after payment50%Design/planning phase commenced15-30 days after payment25%Development work initiatedAfter 30 daysCase-by-case basisBased on work completed

3.2 How to Cancel

To cancel services, you must:

  1. Send a written cancellation request to support@smartscalability.com

  2. Include your project ID, invoice number, and reason for cancellation

  3. Provide any relevant documentation

  4. Cancellation is effective upon written confirmation from our team

3.3 Company-Initiated Cancellation

Smart Scalability reserves the right to cancel services if:

  • Client breaches the terms of service

  • Payment is not received as per agreed terms

  • Client fails to provide necessary information or access

  • Project requirements are found to be illegal or unethical

In such cases, refunds will be determined based on work completed and circumstances of cancellation.

4. Refund Policy

4.1 Eligibility for Refunds

Refunds may be granted in the following circumstances:

  • Service Not Delivered: If we fail to deliver agreed services within the specified timeline without valid reason

  • Technical Failures: If our solution has critical defects that cannot be resolved within reasonable time

  • Misrepresentation: If services significantly differ from what was promised

  • Duplicate Payment: In case of accidental duplicate transactions

4.2 Non-Refundable Situations

Refunds will NOT be provided for:

  • Change of mind after work has commenced

  • Delays caused by client's failure to provide required information

  • Third-party service failures beyond our control

  • Issues arising from client's infrastructure or systems

  • Completed and delivered projects that meet agreed specifications

  • Consultation services already rendered

  • Custom development work where deliverables have been provided

4.3 Partial Refunds

Partial refunds may be offered when:

  • Only a portion of services has been delivered

  • Mutual agreement to reduce project scope

  • Minor service deficiencies that don't warrant full refund

Important Note: The refund amount will be calculated based on the percentage of work completed, resources utilized, and any third-party costs already incurred.

5. Refund Process

5.1 Request Submission

  1. Submit refund request via email to support@smartscalability.com

  2. Include:

    • Project/Invoice details

    • Reason for refund request

    • Supporting documentation

    • Preferred refund method

  3. Request must be submitted within 30 days of service delivery or issue identification

5.2 Review Process

  • Acknowledgment: Within 48 hours of receipt

  • Investigation: 5-7 business days

  • Decision: Communicated within 10 business days

  • Appeals: Can be submitted within 7 days of decision

5.3 Refund Timeline

Once approved, refunds will be processed as follows:

Payment method credited time frame - Credit/Debit Card 7-10 business days, Bank Transfer (NEFT/RTGS/IMPS) 5-7 business days, UPI 3-5 business days, Payment Gateway Wallets 5-7 business days

6. Subscription Services

6.1 Monthly Subscriptions

  • Cancellation required 7 days before renewal date

  • No refund for current month after services rendered

  • Prorated refund for unused days if service failure occurs

6.2 Annual Subscriptions

  • 30-day money-back guarantee from subscription start

  • After 30 days: Prorated refund minus 20% early termination fee

  • No refund after 6 months of service usage

7. Milestone-Based Projects

For projects with defined milestones:

  • Payments for completed milestones are non-refundable

  • Refunds only applicable for incomplete milestones

  • Cancellation allowed at milestone boundaries with appropriate notice

8. Dispute Resolution

In case of disputes regarding refunds or cancellations:

  1. Initial Resolution: Direct communication with our support team

  2. Escalation: Review by management team

  3. Mediation: Third-party mediation if required

  4. Arbitration: As per the Arbitration and Conciliation Act, 2015

9. Force Majeure

No refunds or penalties shall apply for delays or cancellations due to:

  • Natural disasters or acts of God

  • Government actions or regulatory changes

  • War, terrorism, or civil unrest

  • Pandemic or health emergencies

  • Infrastructure failures beyond our control

10. Documentation and Records

We maintain records of all refund and cancellation requests for:

  • Minimum 7 years for tax and legal compliance

  • Quality improvement and pattern analysis

  • Dispute resolution reference

11. Tax Implications

  • Refunds will be processed net of any taxes already remitted to authorities

  • GST adjustments will be made as per applicable laws

  • Tax credit notes will be issued where applicable

12. Special Circumstances

We may consider exceptions to this policy in cases of:

  • Medical emergencies

  • Death of the client or authorized representative

  • Proven financial hardship

  • Other extraordinary circumstances at our discretion

13. Communication

All refund and cancellation communications:

  • Must be in writing (email acceptable)

  • Should reference project/invoice numbers

  • Will be acknowledged within 48 hours

  • Are considered delivered upon email confirmation

14. Policy Updates

This policy may be updated periodically. Changes will be:

  • Posted on our website with updated effective date

  • Communicated to active clients via email

  • Applicable to new transactions post-update

15. Governing Law

This policy is governed by the laws of India and subject to the jurisdiction of courts in Rampurhat, India.


Contact Information

For refund and cancellation requests or queries:

Smart Scalability
Owner: Dhanraj Singh
Phone Number: +91-7004094530
Email: support@smartscalability.com
Refund Department: refunds@smartscalability.com
Website: https://smartscalability.com

Business Hours: Monday to Friday, 9:00 AM to 6:00 PM IST
Response Time: Within 48 hours on business days


Note: This policy forms part of our Terms of Service. By using our services, you agree to these terms. We recommend reviewing this policy before making any payment.