Refund & Cancellation Policy

1. Introduction

This Refund & Cancellation Policy governs the terms under which Bigwin (SLT Consultancy Services) provides refunds and handles cancellations for our IT services, API development, web development, mobile applications, and other technology solutions.

We strive to ensure complete client satisfaction while maintaining fair business practices. This policy outlines our commitment to transparency and fair dealing in all service engagements.

2. Service Categories and Refund Eligibility

2.1 Custom Development Services

This includes API development, web applications, mobile apps, and custom software solutions:

• Before Development Starts: Full refund available within 48 hours of payment
• Development Phase (0-25% complete): 75% refund available
• Development Phase (26-50% complete): 50% refund available
• Development Phase (51-75% complete): 25% refund available
• Development Phase (76-100% complete): No refund available

2.2 Consulting and Advisory Services

IT consultation, technical audits, and advisory services:

• Before Service Delivery: Full refund within 24 hours of payment
• After Service Delivery: No refund (due to immediate value delivery)
• Ongoing Consultations: Prorated refund for unused sessions

2.3 Support and Maintenance Services

Ongoing support, bug fixes, and maintenance packages:

• Monthly Plans: Prorated refund for unused days
• Annual Plans: Refund available for remaining months minus 10% processing fee
• Used Support Hours: Non-refundable

2.4 Training and Educational Services

Technical training, workshops, and educational programs:

• Before Training Starts: Full refund within 24 hours
• After Training Completion: No refund available
• Partial Attendance: Prorated refund for missed sessions

3. Cancellation Terms

3.1 Client-Initiated Cancellation

Notice Period:

• Development projects: 48 hours written notice required
• Consulting services: 24 hours written notice required
• Support services: 30 days written notice for monthly plans
• Training services: 48 hours written notice required

Cancellation Process:

1. Submit written cancellation request to winbuz.shop
2. Include project details and reason for cancellation
3. Receive acknowledgment within 24 hours
4. Work assessment and refund calculation
5. Refund processing within 7-10 business days

3.2 Company-Initiated Cancellation

We may cancel services in the following circumstances:

• Non-payment after 30 days of due date
• Breach of contract terms
• Illegal or unethical use of our services
• Client non-cooperation affecting project delivery
• Force majeure events

In case of company-initiated cancellation, eligible refunds will be processed according to this policy.

4. Refund Conditions and Exceptions

4.1 Eligible Refund Conditions

• Service delivery significantly differs from agreed specifications
• Technical impossibility discovered after project initiation
• Company's inability to deliver within agreed timeline (without client-caused delays)
• Mutual agreement to terminate the project
• Force majeure events preventing service delivery

4.2 Non-Refundable Items

• Third-party software licenses and subscriptions
• Domain registrations and hosting setup fees
• Third-party API costs and service fees
• Completed work and delivered components
• Time spent on discovery and planning phases
• Custom research and analysis work

5. Refund Process and Timeline

5.1 Refund Request Process

1. Submit Request: Email winbuz.shop with refund request details
2. Include Information:
   • Project/service reference number
   • Reason for refund request
   • Supporting documentation if applicable
   • Preferred refund method
3. Review Process: 3-5 business days for evaluation
4. Decision Communication: Written response with decision and amount
5. Refund Processing: 7-10 business days for approved refunds

5.2 Refund Methods

Refunds will be processed using the same payment method as the original transaction:

• Bank Transfer: 3-5 business days
• Credit Card: 5-10 business days (depends on bank)
• Digital Wallets: 1-3 business days
• Cheque: 7-14 business days (if specifically requested)

6. Quality Assurance and Satisfaction Guarantee

6.1 Quality Standards

Bigwin guarantees that all deliverables will:

• Meet the agreed technical specifications
• Be free from major defects and bugs
• Follow industry best practices and standards
• Include proper documentation and source code

6.2 Defect Resolution

We provide a 90-day warranty period for all custom development work. During this period:

• Bug fixes and defect resolution at no additional cost
• Performance optimization if below agreed standards
• Documentation updates and clarifications
• Minor feature adjustments within original scope

7. Dispute Resolution

7.1 Internal Dispute Resolution

For refund disputes, we follow this escalation process:

1. Project Manager Review: Initial assessment and resolution attempt
2. Senior Management Review: Escalation for complex cases
3. Independent Assessment: Third-party technical review if needed
4. Final Decision: Binding decision by company management

7.2 External Mediation

If internal dispute resolution fails, both parties may agree to independent mediation or arbitration as outlined in our Terms & Conditions.

8. Special Circumstances

8.1 Force Majeure Events

In case of events beyond our control (natural disasters, pandemics, government actions, etc.), we will work with clients to:

• Resume services when possible
• Extend timelines without additional costs
• Provide partial refunds for undelivered work
• Offer alternative solutions or services

8.2 Technology Changes

If underlying technologies become obsolete or unavailable during development:

• We will propose alternative solutions
• Additional costs will be discussed and agreed upon
• Clients may choose to continue or request refund for remaining work

9. Client Responsibilities for Refunds

To be eligible for refunds, clients must:

• Provide timely feedback and approvals during development
• Supply necessary access, data, and resources as agreed
• Communicate issues or concerns promptly
• Allow reasonable time for issue resolution before requesting refunds
• Return any delivered materials or provide deletion confirmation

10. Partial Services and Milestone-Based Refunds

For large projects divided into milestones, refunds are calculated based on:

• Completed and approved milestones (non-refundable)
• Work in progress on current milestone (partial refund)
• Future milestones not yet started (full refund)
• Time and resources already invested

11. Refund Documentation and Records

We maintain detailed records of all refund requests and processing:

• Refund request documentation
• Work completion assessments
• Decision rationale and calculations
• Payment processing confirmations
• Client communication records

12. Contact Information for Refunds

13. Policy Updates and Amendments

This refund policy may be updated periodically to reflect changes in our services, business practices, or legal requirements. Updates will be:

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

14. Legal Compliance

This refund policy complies with applicable Indian consumer protection laws and international best practices for service-based businesses. In case of conflict between this policy and applicable law, the law shall prevail.

15. Fair Business Practices

Bigwin is committed to fair and transparent business practices. This refund policy is designed to:

• Balance client rights with business sustainability
• Encourage open communication and early issue resolution
• Provide clear guidelines for all parties
• Maintain high service quality standards

Important Note: This refund policy is part of our overall Terms & Conditions. By engaging our services, you acknowledge understanding and acceptance of these refund terms. For specific questions about refunds for your project, please contact our team directly.