Scope of Covered Services
This Refund & Cancellation Policy governs all commercial transactions, software licenses, custom engineering deployments, and maintenance services procured under the Solanacy Websoft Suite, offered by Solanacy Technologies (Howrah, West Bengal, India).
The provisions herein apply to all standard and customized installations of the following six Websoft industry editions:
- Grocery & Supermarket POS: Barcode billing terminals, weighing scale integrations, and WhatsApp digital receipt bots.
- Restaurant & Cafe KOT: Table QR ordering, Kitchen Order Ticket routing, and steward mobile apps.
- Pharmacy & Healthcare ERP: Batch-expiry tracking, Schedule H/H1 registers, and clinic appointment portals.
- E-Commerce & Retail Engine: Custom online storefronts, catalog managers, and payment gateway checkouts.
- Services & Agencies Portal: Client booking engines, retainer management, and automated invoicing.
- Custom Enterprise ERP: Multi-branch consolidated inventory, supply chain tracking, and custom enterprise architectures.
Pre-Purchase Evaluation & Live Demos
To ensure complete transparency and eliminate post-purchase dissatisfaction, Solanacy provides extensive pre-purchase evaluation opportunities prior to collecting any financial consideration:
Additionally, prospective clients may request a personalized, engineer-led demonstration via WhatsApp video or Google Meet to evaluate custom workflows and hardware compatibility prior to executing a contract.
Custom Development & Advance Payments
Bespoke software development, custom UI theming, and full buyout deployments require dedicated engineering hours, cloud provisioning, and architectural design:
| Project Stage | Cancellation Window | Refund Entitlement |
|---|---|---|
| Pre-Engineering Stage (Within 48 hours of advance payment) |
Before sprint kickoff or cloud server provisioning has commenced. |
100% Refund Full refund of advance payment, minus payment gateway transaction processing charges (typically 2% + GST). |
| Active Development Stage (After sprint kickoff & wireframing) |
After repository creation, UI design, or custom coding has begun. |
Prorated Refund Advance minus verifiable engineering hours expended at our standard billing rate (₹1,500/hour) and third-party provisioning costs. |
| Post-Delivery & Handover (Source Code Delivered or Live on Production) |
After final client sign-off, production deployment, or source code repository transfer. |
Non-Refundable Due to the irreversible delivery of proprietary digital source code and database assets, no refunds are permissible. |
Cloud Hosting & Domain Registration Fees
Certain components of a Websoft deployment involve non-recoverable capital outlays paid directly to third-party global infrastructure providers:
- Domain Name Registrations (.com, .in, etc.): Domain registries (such as NIXI/Verisign) process registrations irrevocably upon payment. Domain registration and renewal fees are 100% non-refundable under all circumstances.
- Dedicated AWS Cloud Infrastructure: Dedicated AWS Asia Pacific (Mumbai) cloud instances (EC2, RDS, S3) provisioned on behalf of a merchant are billed by cloud providers on a monthly/annual basis. If a merchant cancels mid-term, cloud hosting fees for unexpired full months will be refunded on a pro-rata basis, excluding setup charges.
Annual Maintenance & Subscription Cancellations
For clients operating under annual cloud hosted plans or Annual Maintenance Contracts (AMC):
- Cancellation at End of Term: Clients may cancel their annual subscription at any time by providing at least fifteen (15) days written notice prior to the renewal date. Service will continue until the end of the current paid billing cycle.
- Mid-Cycle Cancellation: In the event of early termination requested by the client during an annual cycle without an uncured SLA breach by Solanacy, the unused portion of the software license is non-refundable, but future scheduled renewals will be cancelled immediately.
Hardware & Connected Peripherals
Solanacy Websoft is a pure-play software engineering suite designed to interface with standard industry hardware:
Valid Grounds for Full / Partial Refund
Solanacy will honor refund requests under the following legitimate commercial conditions:
- Material Failure of Agreed Scope: If Solanacy fails to deliver the core technical specifications explicitly documented in the signed Statement of Work (SOW), and fails to rectify the deficiency within fourteen (14) calendar days of written notice.
- Chronic SLA Breach: If a Solanacy-hosted cloud instance experiences cumulative unscheduled downtime exceeding 5% in any calendar month (falling below 95% availability), excluding scheduled maintenance windows.
- Duplicate / Erroneous Billing: If a technical glitch on our billing gateway results in duplicate debits for the same invoice, the erroneous charge will be refunded 100% within forty-eight (48) hours.
Non-Refundable Scenarios
Refunds will not be issued under the following circumstances:
- Change of Mind Post-Handover: Discontinuation of business operations, change of mind, or corporate restructuring after production handover or source code delivery.
- Regulatory License Revocation: Inability of the client to operate due to regulatory actions by authorities (e.g. drug control authority revoking pharmacy license, food safety authority sealing restaurant premises, or GST registration cancellation).
- Account Suspension for Acceptable Use Violation: Suspension or termination of services resulting from the transmission of WhatsApp spam, illegal gambling, counterfeit trade, or fraudulent billing.
- Client-Induced Code Modifications: Software malfunctions or data corruption resulting from unauthorized modifications made to the source code or database by the client's internal team or third-party developers.
Refund Processing & RBI Settlement Timelines
In compliance with Reserve Bank of India (RBI) Payment Settlement Guidelines and payment aggregator operating standards:
Mode of Reimbursement: Refunds are remitted strictly back to the original payment source (UPI VPA, net banking account, or debit/credit card) used during payment. Cash refunds are strictly prohibited.
Formal Cancellation Procedure
To initiate a formal cancellation or refund claim, the authorized signatory of the Merchant must follow this verification protocol:
-
Step 1 — Email Notification: Transmit an email from the registered super-admin address to [email protected] with subject line
[Websoft Cancellation Request - Invoice #]. - Step 2 — Mandatory Supporting Details: Include the registered business name, GSTIN, payment transaction ID (from Razorpay/Cashfree), and specific rationale for cancellation.
- Step 3 — Data Extraction Window: Prior to final database decommission, the client must download their complete business records (CSV/JSON/SQL dump) via the admin dashboard within the fourteen (14) day grace period.
Chargeback Mediation & BNS Fraud Protection
Solanacy strives for amicable resolution of all commercial billing queries. We encourage clients to communicate directly with our engineering desk prior to initiating bank disputes:
Fraudulent chargebacks, bad-faith disputes, or illicit attempts to retain custom software while reversing payments will be contested with complete server audit trails and digital logs in accordance with Section 61 and Section 63 of the Bharatiya Sakshya Adhiniyam, 2023 (BSA), and may be prosecuted under Section 318 of the Bharatiya Nyaya Sanhita, 2023 (BNS) for cheating and dishonest inducement.
Grievance Redressal & Billing Desk
For any billing inquiries, cancellation requests, or payment reconciliations, our dedicated finance and billing team is accessible through the following official channels: