Policy Overview
At Duotech Solutions, we strive to deliver exceptional service quality across all our offerings. This refund and cancellation policy outlines the terms and conditions governing refunds for our diverse range of services including messaging solutions, development services, and CRM products.
We are committed to transparency and fairness in all our business dealings. This policy is designed to protect both our customers and our business while ensuring clear expectations are set from the beginning of our partnership.
Important Notice
All refund requests must be submitted in writing via email to refunds@duotechsolutions.in within the specified timeframes for each service category.
Messaging & Communication Services
Our messaging services include Bulk SMS, WhatsApp Business API, IVR Solutions, Voice OBD, and RCS Messaging. The following refund terms apply:
Bulk SMS Services (Promotional & Transactional)
- Unused SMS credits are eligible for refund within 7 days of purchase
- Refunds available if service downtime exceeds 6 hours within 24-hour period
- Technical failures preventing message delivery qualify for credit or refund
- SMS credits already consumed or sent
- Messages blocked by DND (Do Not Disturb) regulations
- Failed deliveries due to incorrect recipient numbers provided by client
- Bulk packages purchased more than 7 days ago
Pro-rata refund based on unused SMS credits, minus a 10% processing fee
WhatsApp Bulk Services
- Unused WhatsApp credits refundable within 7 days of purchase
- API integration failures on our end qualify for full refund
- Service unavailability exceeding 12 hours qualifies for partial refund
- Messages sent successfully to recipients
- Account suspension due to policy violations by client
- Setup and onboarding fees
- Template approval delays caused by Meta/WhatsApp policies
Full refund for technical failures; pro-rata for unused credits minus 15% processing fee
IVR Solutions
- Setup fee refundable if IVR system not deployed within 15 days
- Monthly subscription refundable if cancelled within first 48 hours
- Major technical issues preventing IVR functionality qualify for pro-rata refund
- Custom voice recording and IVR flow design fees
- Subscription fees after 48-hour window
- Call minutes already consumed
Voice OBD (Outbound Dialer) Services
- Unused voice credits refundable within 7 days of purchase
- Campaign failures due to technical issues on our platform
- Call quality issues verified and documented
- Completed outbound calls
- Campaign setup and voice recording fees
- Failed calls due to incorrect numbers or DND restrictions
RCS Messaging
- Unused RCS message credits within 10 days of purchase
- Platform integration failures attributable to Duotech
- Service downtime exceeding SLA commitments
- Successfully delivered RCS messages
- Bot setup and configuration fees
- Messages failed due to recipient device incompatibility
Pro-rata refund on unused credits minus 12% processing fee
Development Services
Custom development services including web development and Android app development follow milestone-based refund terms:
Web Development
- Project cancellation before development begins: 80% refund (20% planning fee retained)
- If agreed milestones are not met due to our failure
- Significant bugs or security issues in delivered code that cannot be fixed within 30 days
- Completed and approved project milestones
- Custom features already developed and delivered
- Third-party license fees, hosting, and domain costs
- Planning, wireframing, and design work already completed
- Projects in maintenance or support phase
- Planning Phase (10%): Non-refundable once completed
- Design Phase (20%): 50% refundable if cancelled during this phase
- Development Phase (50%): Refund based on incomplete work percentage
- Testing & Launch (20%): No refund once entered
Android App Development
- Project cancellation before coding begins: 75% refund
- App does not function as per approved specifications
- Failure to deliver working beta within agreed timeline without valid reason
- UI/UX design work completed and approved
- API development and backend integration completed
- Features tested and accepted by client
- App store submission fees and developer account costs
- Third-party SDK licenses and integrations
- Requirement Analysis (10%): Non-refundable once completed
- UI/UX Design (15%): 40% refundable if cancelled during this phase
- Development (55%): Refund based on incomplete modules
- Testing & Deployment (20%): No refund once entered
CRM Solutions
Our CRM software products have the following refund and subscription terms:
CRM Software Subscriptions
- 30-day money-back guarantee for new subscriptions (first-time customers only)
- Technical issues preventing CRM usage for more than 72 continuous hours
- Promised features not available as per sales agreement
- Data migration failures caused by our platform
- Subscription renewals and upgrades
- Custom CRM development and integration fees
- Data migration and import services (one-time fee)
- Training and onboarding sessions already conducted
- Add-on modules and premium features
- Annual plans after 30-day guarantee period
Monthly subscriptions can be cancelled anytime with no refund for current month. Annual subscriptions can be cancelled with pro-rata refund minus 20% cancellation fee if cancelled within first 90 days.
Custom CRM Development
- Follow same milestone-based structure as web development
- Customization fees are non-refundable once work is completed
- Integration work refundable only if integration fails due to our error
Refund Request Process
To ensure smooth processing of refund requests, please follow these steps:
Submit Written Request
Send a detailed refund request to refunds@duotechsolutions.in including:
- Your account/invoice number
- Service name and purchase date
- Reason for refund request
- Supporting documentation (if applicable)
Request Review
Our refunds team will review your request within 3-5 business days and may contact you for additional information or clarification.
Decision Notification
You will receive an email notification regarding the approval or denial of your refund request with detailed reasoning.
Refund Processing
If approved, refunds are processed within 7-10 business days to your original payment method. For certain payment methods, it may take an additional 5-7 business days to reflect in your account.
Important Processing Notes
- Refunds are processed only to the original payment method
- Processing fees may apply as specified in each service category
- International transactions may incur currency conversion fees
- Refunds requested after specified timeframes will be declined
Service Cancellation Terms
Subscription Services
For all subscription-based services (SMS credits, WhatsApp API, CRM, etc.):
- Monthly subscriptions can be cancelled anytime; service continues until end of billing cycle
- No refund for the current billing period unless specified in service category
- Unused credits may carry forward for up to 30 days post-cancellation
- Annual subscriptions require 30-day advance notice for cancellation
Project-Based Services
For development, design, and marketing projects:
- Cancellation must be submitted in writing via email
- Refund amount depends on project completion percentage and milestone
- Client remains responsible for payment of completed work
- All source files and work product remain property of Duotech until full payment
Automatic Renewal
Services set to auto-renew will charge your payment method automatically. To prevent renewal:
- Cancel at least 48 hours before renewal date
- Contact support to disable auto-renewal
- Charges made within 24 hours of renewal may not be refundable
Exceptions & Special Circumstances
Force Majeure
In cases of natural disasters, government restrictions, pandemic situations, or other events beyond our control that prevent service delivery, we will work with clients to:
- Extend service timelines without additional cost
- Provide service credits for future use
- Offer partial refunds on a case-by-case basis
Service Discontinuation
If Duotech Solutions discontinues a service:
- Customers will receive 60-day advance notice
- Pro-rata refunds for unused portions of subscriptions
- Free migration assistance to alternative solutions (if available)
- Full refund for annual subscriptions purchased within 90 days
Dispute Resolution
If you disagree with a refund decision:
- Request an appeal in writing within 15 days of decision
- Provide any additional evidence or documentation
- Senior management will review and provide final decision within 10 business days
- All decisions made at this level are final
Contact Information
Documentation Required
For faster processing, please have the following information ready when contacting us:
- Invoice number or transaction ID
- Service purchase date and description
- Registered email address or account username
- Detailed explanation of refund reason
- Any supporting screenshots or documentation
Legal & Compliance
Governing Law
This refund policy is governed by the laws of India. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of courts in [Your City], India.
Policy Updates
Duotech Solutions reserves the right to modify this refund policy at any time. Changes will be effective immediately upon posting to our website. Customers will be notified of significant changes via email. Continued use of services after policy changes constitutes acceptance of the modified terms.
Service Agreement
This refund policy should be read in conjunction with our Terms of Service and Service Level Agreements (SLAs). In case of conflicts between documents, the specific service agreement takes precedence for that particular service.