Refund & Cancellation Policy

1. Overview

Syltor Solutions Private Limited ("Syltor," "we," "us," or "our") provides custom software development, SaaS platform services, dashboard development, system integration, and related technology services to enterprise clients on a project or retainer basis.

Given the bespoke and time-intensive nature of the services we deliver, our refund and cancellation terms are designed to be fair to both parties — protecting the client's investment while recognising the resources Syltor commits to each engagement.

All refund and cancellation requests must be submitted in writing to accounts@syltorsolutions.com and will be reviewed in accordance with this Policy and the applicable SoW.

2. Service Cancellation

2.1 Cancellation by the Client

Clients may cancel an engagement by providing written notice in accordance with the notice period specified in the applicable SoW or Service Agreement. Where no specific period is stated, a minimum of 30 days' written notice is required.

Upon receipt of a cancellation notice:

• Syltor will cease new development work at the end of the notice period
• All work completed up to the effective cancellation date will be invoiced and is payable by the Client
• Syltor will prepare and deliver a handover package of all completed deliverables and documentation within 15 working days of cancellation, upon clearance of outstanding dues
• Any work-in-progress deliverables at the time of cancellation will be billed on a pro-rata basis based on percentage completion

2.2 Cancellation by Syltor

Syltor reserves the right to cancel or suspend services in the following circumstances:

• Non-payment of invoices beyond 45 days of the due date
• Material breach of the Terms and Conditions or applicable SoW by the Client
• Discovery that the use of Syltor's services involves unlawful activity
• Force majeure events preventing Syltor from delivering the contracted services

In the event Syltor initiates cancellation for reasons other than the client's fault, Syltor shall provide a pro-rata refund of any pre-paid amounts for undelivered services, after deducting costs already incurred.

2.3 SaaS Subscription Cancellation

For subscription-based SaaS platform access, the client may cancel at any time with 15 days' written notice prior to the next billing cycle. Cancellations received within this window will take effect from the end of the current billing period. Access to the platform will continue until the end of the paid period.

3. Refund Eligibility

Refunds are evaluated on a case-by-case basis. A refund may be applicable under the following circumstances:

3.1 Advance / Retainer Payments

Where a client has made an advance payment or retainer deposit and the engagement is cancelled before commencement of any work, the advance payment (less any administrative processing fees, if applicable) will be refunded within the timelines described in Section 6.

Where work has commenced, the advance will be set off against fees for work completed, and any remaining balance will be refunded.

3.2 Milestone-based Projects

For milestone-based projects, payments made against completed and accepted milestones are non-refundable, as these represent value already delivered.

Payments made for an upcoming, unstarted milestone may be refunded if the project is cancelled before that milestone commences, subject to deduction of any preparatory work undertaken.

3.3 SaaS Platform Subscriptions

Subscription fees are billed on a monthly or annual basis, as agreed. Monthly subscription fees are non-refundable once a billing period has commenced. For annual subscriptions, a pro-rata refund of the remaining unused months may be considered at Syltor's discretion, subject to a 10% early termination fee on the refund amount.

3.4 Service Failure by Syltor

If Syltor fails to deliver a contracted milestone or service within the agreed timeline due to reasons attributable solely to Syltor, and such failure remains uncured for more than 30 days beyond the agreed deadline, the Client may request a partial or full refund of the affected milestone payment. Syltor will assess such requests fairly and in good faith.

4. Non-Refundable Items

The following are strictly non-refundable, regardless of the reason for cancellation:

• Completed and accepted milestones: Any deliverable formally accepted by the Client (including deemed acceptance due to non-response within the review period) is non-refundable
• Consultation and discovery fees: Fees for requirement gathering sessions, solution design, architecture workshops, and consulting engagements are non-refundable once rendered
• Third-party costs: Any costs incurred by Syltor on behalf of the Client for third-party licences, cloud infrastructure, APIs, design assets, or tools are non-refundable
• GST and applicable taxes: Tax amounts already remitted to government authorities cannot be refunded
• Rush or priority delivery charges: Any premiums paid for expedited delivery are non-refundable
• Support and maintenance fees: Fees paid for completed support months, including SLA-based support, are non-refundable once the support period has been rendered
• Training and onboarding: Fees for completed training sessions, user onboarding, or knowledge transfer activities are non-refundable

5. Refund Process

To initiate a refund request, the following steps apply:

1. Submit a written request: Email accounts@syltorsolutions.com with your company name, project reference, the invoice number(s) in question, the amount sought, and the reason for the refund request.
2. Review period: Syltor will acknowledge your request within 48 business hours and complete a review of the claim within 7 business days.
3. Resolution communication: Syltor will communicate the outcome — approval (full or partial), or the reason for denial — in writing.
4. Approval and processing: If approved, the refund will be processed as described in Section 6 below.

Disputes arising from refund decisions may be escalated in accordance with the dispute resolution provisions in our Terms and Conditions.

6. Refund Timeline

Approved refunds will be processed within 7 to 14 business days from the date of written approval. Refunds will be credited via the original payment method or by NEFT/RTGS bank transfer to the account registered with Syltor, as mutually agreed.

Syltor is not responsible for delays caused by the client's bank or payment processor once the refund has been initiated from our end. The client will receive a transaction reference upon initiation of the refund.

7. Modifications to Ongoing Engagements

If a client wishes to reduce the scope of an ongoing engagement rather than cancelling entirely, the revised scope should be agreed in writing via a Change Request or SoW amendment. Pricing adjustments will be applied prospectively from the date of the amended agreement. Work completed under the original scope remains payable.

8. Policy Updates

Syltor reserves the right to update this Refund and Cancellation Policy from time to time. Material changes will be communicated to active clients with at least 30 days' notice. For ongoing engagements, the policy applicable at the time of contract execution will apply unless both parties agree to the updated terms in writing.