Refund and Cancellation Policy

Clear terms for refunds and service cancellations

Effective Date: January 1, 2024
Last Updated: January 1, 2024

1. Overview

At MAX DEP, we strive to provide exceptional IT services and ensure customer satisfaction. This Refund and Cancellation Policy outlines the terms and conditions under which refunds may be issued and services may be cancelled.

2. Service Categories

Our refund and cancellation policies vary depending on the type of service:

2.1 Project-Based Services

For custom development projects (web development, mobile apps, software solutions):

  • Refunds are evaluated on a case-by-case basis
  • Work completed according to agreed specifications is generally non-refundable
  • Milestone-based payments are non-refundable once the milestone is approved

2.2 Subscription Services

For ongoing services (hosting, maintenance, support):

  • Monthly subscriptions can be cancelled with 30 days notice
  • Annual subscriptions may be eligible for pro-rated refunds
  • No refunds for partial month usage

2.3 Consulting Services

For IT consulting and advisory services:

  • Hourly consulting fees are non-refundable once services are rendered
  • Pre-paid consulting packages may be refunded for unused hours
  • Cancellations must be made at least 24 hours in advance

3. Refund Eligibility

3.1 Eligible for Refund

You may be eligible for a refund if:

  • Services were not delivered as specified in the agreement
  • Technical issues on our end prevented service delivery
  • You cancel within the applicable cancellation period
  • We fail to meet agreed-upon deadlines without valid reason
  • Services are discontinued by MAX DEP

3.2 Not Eligible for Refund

Refunds will not be issued for:

  • Change of mind after work has commenced
  • Delays caused by client's failure to provide necessary information
  • Services fully delivered according to specifications
  • Third-party costs (domain names, hosting, licenses, etc.)
  • Custom development work that has been approved and delivered

4. Refund Process

4.1 How to Request a Refund

  1. Contact our support team at contact@maxdep.shop
  2. Provide your order/invoice number and reason for refund
  3. Include any supporting documentation
  4. Allow 5-7 business days for review

4.2 Refund Timeline

Once approved, refunds will be processed within:

  • 7-10 business days for credit/debit card payments
  • 15-20 business days for bank transfers
  • 5-7 business days for digital wallet payments

4.3 Refund Method

Refunds will be issued using the same payment method used for the original transaction unless otherwise agreed upon.

5. Cancellation Policy

5.1 Client-Initiated Cancellation

Clients may cancel services by:

  • Providing written notice via email to contact@maxdep.shop
  • Specifying the services to be cancelled
  • Following the notice period requirements

5.2 Cancellation Fees

Cancellation fees may apply as follows:

  • Before project start: Full refund minus any third-party costs
  • During initial phase (0-25% complete): 25% cancellation fee
  • Mid-project (26-50% complete): 50% cancellation fee
  • Late stage (51-75% complete): 75% cancellation fee
  • Near completion (76-100% complete): No refund

5.3 MAX DEP-Initiated Cancellation

If MAX DEP cancels services, clients will receive:

  • Full refund of any pre-paid amounts for undelivered services
  • Completed work files and documentation
  • Assistance in transitioning to another provider if requested

6. Dispute Resolution

If you disagree with our refund decision:

  1. Contact our management team for review
  2. Provide additional information supporting your claim
  3. Allow 10 business days for investigation
  4. If unresolved, the matter may be escalated to arbitration

7. Special Circumstances

7.1 Force Majeure

Refunds may be considered for services affected by circumstances beyond our control, including but not limited to natural disasters, government actions, or pandemic-related disruptions.

7.2 Service Credits

In some cases, we may offer service credits instead of cash refunds. These credits:

  • Can be applied to future services
  • Are valid for 12 months from issue date
  • Are non-transferable

8. Important Notes

  • All refund requests must be made within 30 days of service delivery or issue identification
  • Partial refunds may be offered based on the extent of service delivery
  • This policy is subject to the terms outlined in your service agreement
  • MAX DEP reserves the right to modify this policy with notice

9. Contact Information

For refund and cancellation requests or questions about this policy, please contact:

  • Email: contact@maxdep.shop
  • Phone: +91 87500 87256
  • Business Hours: Monday-Saturday, 9:00 AM - 7:00 PM IST
  • Address: Sector-11, Jaipur Road, Rajshree Complex, Delhi, 110051