Cancellation & Refund PolicyClear & Transparent Terms

SMART ITBOX – Cancellation & Refund Policy

Effective Date: 02 September 2026

At SMART ITBOX, we provide customized software development, business process automation, implementation, integration, subscription, and support services. Since our services involve allocation of technical resources, infrastructure, configuration, development time, and/or third-party services, the following Cancellation & Refund Policy applies.

1. Customized Software & Development Projects

Payments made towards custom software development, automation, ERP/CRM development, integrations, customization, implementation, or other project-based services are non-refundable once the project has commenced.

A project will be considered commenced once any of the following has taken place:

• Requirement gathering or workflow discussion
• Technical planning or system architecture
• UI/UX design or prototype preparation
• Database or server setup
• Development/configuration
• Integration work
• Testing or deployment
• Allocation of development resources

If the client decides to discontinue the project after commencement, payments already made will not be refunded, irrespective of whether the complete project has been delivered or utilized.

2. Subscription-Based Products / Standard Software

Payments made for annual/monthly subscriptions, software licenses, user licenses, AI services, support packages, or platform access are generally non-refundable once the service has been activated or access credentials have been issued.

Non-use, limited use, change of business requirements, change of management/team, or difficulty in adoption by the client’s employees shall not constitute grounds for a refund.

The client may request cancellation of future renewal according to the applicable subscription terms.

3. Setup, Implementation & Onboarding Charges

Any charges paid towards the following are non-refundable once the respective activity has started:

• Setup
• Configuration
• Implementation
• Training
• Data migration
• Customization
• API integration
• Server deployment
• Consultation
• Workflow designing

4. Third-Party Charges

Payments relating to third-party services are non-refundable once purchased, activated, provisioned, or committed on behalf of the client.

These may include, but are not limited to: AWS/server charges, hosting, domain, WhatsApp API/Meta charges, SMS/email services, cloud storage, AI/API usage, SSL, third-party software licenses, and other external services.

Any change in pricing or policies of third-party providers will be governed by the respective provider’s terms.

5. Change in Requirements / Scope

The project will be developed according to the mutually agreed requirements and scope.

Any requirement requested after approval that:

• Changes the existing workflow
• Introduces a new module or functionality
• Requires redevelopment
• Requires additional integrations
• Increases server/infrastructure requirements
• Significantly changes previously approved functionality

may be considered additional scope and may attract additional development, implementation, or infrastructure charges.

Disagreement regarding additional scope or additional charges will not automatically entitle the client to a refund of payments already made for completed or ongoing work.

6. Client Responsibility

Successful implementation requires timely cooperation from the client, including:

• Clear requirements and business workflows
• Required data/master information
• Timely approvals and feedback
• Availability of concerned team members
• Testing and verification
• Participation in training/onboarding
• Timely communication regarding changes

Delays, non-implementation, or inability to use the system arising from insufficient cooperation, delayed responses, internal process changes, employee resistance, or failure to follow the agreed implementation process will not constitute grounds for a refund.

7. Training & System Adoption

SMART ITBOX may provide training, demonstrations, documentation, or implementation assistance according to the agreed scope.

Once the system has been delivered/activated and reasonable training or onboarding has been provided, inability or unwillingness of the client’s employees to adopt or operate the system shall not qualify for a refund.

Additional training or implementation assistance beyond the agreed scope may be chargeable.

8. Bugs vs. New Requirements

A bug means an agreed and implemented functionality is not operating according to the approved requirement.

SMART ITBOX will rectify genuine bugs according to the applicable support/maintenance terms.

A request for a new feature, changed workflow, additional report, new integration, altered business logic, or modification to an already approved requirement shall not automatically be treated as a bug and may be chargeable separately.

9. Project Delays

Project timelines depend upon timely inputs, approvals, testing, third-party integrations, and cooperation from the client.

Delays caused by pending information, changing requirements, delayed approvals, third-party services, infrastructure dependencies, or circumstances outside SMART ITBOX’s reasonable control shall not constitute grounds for cancellation or refund.

10. Exceptional Refund Consideration

In exceptional circumstances where SMART ITBOX is unable to initiate or provide the contracted service due solely to reasons attributable to SMART ITBOX, management may review a refund request.

Any approved refund shall be limited to the amount attributable to the undelivered portion of the service, after deducting:

• Work already performed
• Resource allocation costs
• Setup/implementation costs
• Infrastructure expenses
• Third-party charges
• Taxes and statutory deductions, wherever applicable

Such requests will be reviewed on a case-by-case basis and remain subject to the applicable agreement, proposal, quotation, or service terms.

11. Refund Request Process

Any eligible refund/cancellation request must be submitted through an official written communication to SMART ITBOX with:

• Company/Client Name
• Invoice Number
• Payment Details
• Service/Project Name
• Detailed reason for cancellation/refund

Verbal discussions, WhatsApp conversations, or informal communication alone will not constitute approval of a refund.

12. Priority of Agreement

If a separate Proposal, Quotation, Scope of Work (SOW), Service Agreement, Subscription Agreement, or Contract has been executed with the client and contains specific cancellation/refund terms, those specific terms shall prevail over this general policy to the extent of any conflict.

13. Acceptance

By making payment, approving a proposal/quotation, activating a subscription, or allowing SMART ITBOX to commence work, the client acknowledges that they have read, understood, and accepted this Cancellation & Refund Policy.

SMART ITBOX
Customized Business Automation & Software Solutions
Website: smartitbox.in