Refund & Cancellation Policy

1. Overview

At SynapIQ Labs, we strive to deliver exceptional software development services that meet or exceed your expectations. This Refund and Cancellation Policy outlines the terms under which refunds may be issued and how project cancellations are handled.

Because we provide custom software development services (not off-the-shelf products), our refund policy is structured around project milestones and work completion.

2. Service-Based Refund Policy

2.1 Custom Development Projects

Our services involve custom software development tailored to your specific requirements. Refund eligibility depends on the project stage:

2.2 Milestone-Based Calculation

For projects divided into milestones:

• Each milestone represents a discrete unit of work with specific deliverables
• Payment is made upon milestone completion
• Refunds calculated based on unpaid or undelivered milestones
• Work in progress on current milestone is prorated

2.3 Hourly/Retainer Arrangements

For time-based engagements:

• You pay only for hours worked
• Unused retainer hours may be refunded upon request
• Detailed time tracking provided for transparency

3. Cancellation Procedures

3.1 How to Cancel

To cancel a project or service:

1. Send written notice to contact@synapiqlabs.com
2. Include your project name, service agreement reference, and reason for cancellation
3. We will acknowledge receipt within 24 business hours
4. Final invoice and refund calculation provided within 3-5 business days

3.2 Cancellation Timeline

Processing times for cancellations:

• Pre-Development: Refund processed within 5-7 business days
• Mid-Project: Work assessment completed within 3-5 business days, refund within 7-10 business days
• Payment Method: Refunds issued to original payment method via Razorpay

3.3 Cancellation by SynapIQ Labs

We reserve the right to cancel projects if:

• Client repeatedly fails to provide required information or feedback
• Payment terms are violated
• Client requests illegal or unethical work
• Project becomes technically infeasible

In such cases, you will be charged only for work completed to date, with refund for any prepaid amounts.

4. Non-Refundable Items

The following are non-refundable once incurred:

• Third-Party Costs: Domain registrations, hosting fees, API licenses, stock images, fonts, or other purchased resources
• Completed Milestones: Work that has been delivered and approved by the client
• Discovery/Planning: Initial research, architecture planning, and wireframing once completed
• Payment Processing Fees: Transaction fees charged by Razorpay
• Consultation Services: Paid consulting sessions that have been conducted

5. Quality Guarantee and Bug Fixes

5.1 Bug Fix Warranty

We stand behind the quality of our work. After project delivery:

5.2 What Qualifies as a Bug

A bug is defined as:

• Functionality that doesn't work as specified in the approved requirements
• Critical security vulnerabilities in our code
• Performance issues below agreed benchmarks
• Incompatibility with specified browsers/devices

5.3 What is NOT Covered

The warranty does not cover:

• Issues caused by modifications made by client or third parties
• Problems arising from hosting/server configuration changes
• Compatibility with new browser versions released after delivery
• New feature requests or scope changes
• Third-party API or service failures

6. Dissatisfaction and Revisions

6.1 Revision Process

If you're not satisfied with deliverables:

1. Provide specific, detailed feedback on what doesn't meet specifications
2. We review against agreed requirements and scope
3. If work doesn't meet specifications, we revise at no charge
4. If changes are outside original scope, we provide quote for additional work

6.2 Included Revisions

Each milestone typically includes:

• Reasonable revisions to align with approved specifications
• Number of revision rounds specified in service agreement
• Additional revisions may incur fees

7. Refund Request Process

7.1 How to Request a Refund

To request a refund:

1. Email contact@synapiqlabs.com with subject "Refund Request - [Project Name]"
2. Include:
   • Service agreement or invoice reference
   • Reason for refund request
   • Current project status
   • Original payment method details
3. We review and respond within 2-3 business days
4. If approved, refund processed within 7-10 business days

7.2 Refund Method

Refunds are issued:

• To the original payment method used (via Razorpay)
• Processing time: 5-10 business days depending on your bank/card issuer
• Confirmation email sent when refund is initiated

8. Dispute Resolution

If you disagree with our refund calculation:

1. We provide detailed breakdown of work completed and charges
2. Good-faith negotiation to reach mutual agreement
3. If unresolved, mediation before legal action (per Terms & Conditions)

9. Special Circumstances

9.1 Force Majeure

In case of events beyond our control (natural disasters, pandemics, etc.):

• Timeline extensions granted without penalty
• If project cannot be completed, refund for undelivered work
• Good-faith effort to minimize impact

9.2 Technical Impossibility

If project becomes technically impossible:

• We notify you immediately with detailed explanation
• Refund for undelivered milestones
• Delivery of work completed to date

10. Post-Launch Support

11. Contact Us

For questions about refunds, cancellations, or our warranty:

12. Policy Changes

We may update this Refund & Cancellation Policy from time to time. Changes effective upon posting with updated date. For active projects, the policy in effect at project start applies.

This policy is designed to be fair to both parties while reflecting the custom nature of software development services. We're committed to delivering quality work and ensuring client satisfaction.