Refund Policy

1. Refund Eligibility

1.1 When Refunds Apply

Refunds may be considered in the following circumstances:

• Project has not been initiated within 7 days of advance payment
• Deliverables materially fail to meet the agreed specifications
• We are unable to deliver the project due to technical limitations disclosed after payment
• Mutually agreed termination before significant work has commenced

1.2 When Refunds Do NOT Apply

Refunds will NOT be provided in the following situations:

• Change of mind or business direction after work has begun
• Client's failure to provide necessary materials or feedback
• Subjective dissatisfaction with aesthetic choices that meet the approved specifications
• Third-party service issues beyond our control (hosting, domain, payment gateways)
• Client's inability to use the delivered product due to lack of technical knowledge
• After final delivery and client approval

2. Refund Process

2.1 Requesting a Refund

To request a refund, you must:

1. Submit a written refund request to contact@chementor.in
2. Provide your project details and payment information
3. Clearly state the reason for the refund request
4. Include any relevant documentation or evidence

2.2 Review Timeline

Upon receiving your refund request:

• We will acknowledge receipt within 2 business days
• A thorough review will be conducted within 5 business days
• You will be notified of the decision via email
• If approved, refunds will be processed within 7-10 business days

3. Partial Refunds

3.1 Work-in-Progress Projects

For projects where work has commenced but not completed:

• Refund amount will be calculated based on work completed
• Discovery, planning, and strategy time is non-refundable
• Completed milestones will be charged at the agreed rate
• Unused portion of the payment may be refunded

3.2 Calculation Method

Partial refund calculations consider:

• Hours of work completed and documented
• Milestones achieved per the project plan
• Resources and tools already purchased for the project
• Value of deliverables provided

4. Non-Refundable Items

The following are non-refundable under any circumstances:

• Third-Party Costs: Domain registrations, SSL certificates, premium plugins, licenses, APIs
• Hosting Fees: Any hosting or server costs already incurred
• Payment Processing Fees: Gateway fees and transaction charges
• Discovery Phase: Initial consultation, planning, and strategy sessions
• Custom Integrations: Third-party service integrations already implemented
• Content Creation: Copywriting, graphic design, or media created for the project

5. Project-Specific Refund Terms

5.1 Starter Package (₹25,000+)

• 50% refund if project cancelled before design approval
• 25% refund if cancelled after design approval but before development
• No refund after development begins

5.2 Business Package (₹60,000+)

• Milestone-based refunds on unused milestones only
• Completed milestones are non-refundable
• Minimum 30% non-refundable for planning and setup

5.3 Enterprise Package (Custom)

• Refund terms defined in individual project agreement
• Subject to completed deliverables and milestones
• Minimum 40% non-refundable for architecture and setup

6. Refund Methods

Approved refunds will be processed using the original payment method whenever possible:

• Bank Transfer: 5-7 business days
• UPI: 2-3 business days
• Payment Gateway: 7-10 business days (subject to gateway processing)

Please note that your bank or payment provider may require additional processing time.

7. Maintenance & Support Services

7.1 Monthly Plans

• Monthly maintenance plans can be cancelled with 15 days notice
• Unused portion of the current month is non-refundable
• No refund for previous months

7.2 Annual Plans

• Pro-rated refund available for unused months (minimum 3 months remaining)
• 20% administrative fee applies to annual plan cancellations
• Any support services rendered are deducted from refund amount

8. Force Majeure

In cases where service delivery is delayed or prevented due to circumstances beyond our control (natural disasters, pandemics, government actions, etc.), refunds will be handled on a case-by-case basis with fair consideration for both parties.

9. Quality Guarantee

We stand behind the quality of our work:

• 30-day bug fix guarantee on all delivered projects
• Free corrections for any work that doesn't meet agreed specifications
• No additional charges for fixing errors or bugs in our code
• Revisions included as per project agreement

10. Dispute Resolution

10.1 Mediation First

Before initiating a formal refund request, we encourage clients to:

• Discuss concerns directly with the project manager
• Schedule a call to review deliverables and expectations
• Allow us the opportunity to address and resolve issues

10.2 Escalation Process

If initial discussions don't resolve concerns:

1. Formal written complaint to contact@chementor.in
2. Review by management team
3. Resolution proposal within 5 business days
4. If needed, third-party mediation may be suggested

11. Client Responsibilities

To be eligible for a refund, clients must have:

• Provided timely feedback when requested
• Responded to communications within reasonable timeframes
• Supplied all necessary materials and content as agreed
• Reviewed and approved work at each milestone
• Raised concerns during the project, not after completion

12. Refund Documentation

All refund transactions include:

• Written confirmation of refund approval
• Detailed breakdown of refund calculation
• Transaction reference number
• Expected processing timeline
• Receipt upon completion

13. Policy Changes

CheMentor Digital Solutions reserves the right to update this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Projects already in progress will be governed by the policy in effect at the time of project initiation.

14. Contact Information

For refund requests or questions about this policy: