Refund Policy

At EnterFirst Technologies Pvt. Ltd., we want you to be fully satisfied with our products and services. This policy outlines when and how refunds and cancellations are handled for different service categories.

1. SaaS Product Subscriptions

1.1 Free Trial

All SaaS products include a 14-day free trial. No credit card is required to start. If you choose not to continue after the trial, simply do not activate a paid plan � no charges will be applied.

1.2 Money-Back Guarantee

If you subscribe to a paid plan and the product demonstrably fails to perform as described in our official documentation, you are entitled to a full refund within 14 days of your first payment. To claim a refund:

• Email [email protected] with your account details and a description of the issue
• Our team will verify the issue within 3 business days
• If the claim is valid, refund will be processed within 7 business days to the original payment method

1.3 Cancellations

• You may cancel your subscription at any time from the account dashboard or by contacting support
• Cancellation takes effect at the end of the current billing period � no prorated refunds for unused days in the current cycle
• Annual subscriptions: If cancelled within 30 days of renewal, a prorated refund for the remaining months will be issued (minus a processing fee of 10%)
• Annual subscriptions cancelled after 30 days of renewal: No refund for the remaining subscription period

1.4 Plan Changes

• Upgrades: Prorated credit for remaining days applied immediately; new rate charged from upgrade date
• Downgrades: Take effect at the next billing cycle; no refund for the current cycle

2. Custom Development Projects

Custom development projects follow a milestone-based payment and delivery model defined in the Statement of Work (SOW):

3. Digital Marketing Services

• Monthly retainer: Cancellable with 30 days written notice. No refund for the current month.
• Campaign ad spend: Money already spent on advertising platforms (Google, Meta, etc.) is non-refundable as it has been disbursed to third-party platforms.
• Setup fees: One-time setup and strategy fees are non-refundable once work has commenced.
• Underperformance: We guarantee certain KPIs as defined in the service agreement. If KPIs are consistently not met for 2 consecutive months, you may claim a service credit equivalent to 20% of the monthly fee for those months.

4. Add-On Services and One-Time Purchases

• Training sessions: Refundable if cancelled 72+ hours before the scheduled session. No refund within 72 hours.
• White-label mobile app development: Non-refundable once development has started (treated as custom development � see Section 2).
• Custom integration work: Non-refundable once integration work is in progress.

5. Non-Refundable Items

The following are non-refundable under any circumstances:

• GST and tax amounts (these are remitted to the government)
• Third-party API costs (credit bureau APIs, eSign, WhatsApp Business API) already consumed
• Transaction fees charged by payment processors
• Services where work has been completed and delivered

6. How to Request a Refund

To initiate a refund request:

• Email: [email protected]
• Subject: "Refund Request � [Your Account/Order ID]"
• Include: Your registered email, service purchased, reason for refund, and any supporting documentation
• Response time: Within 3 business days
• Processing time: 7�10 business days to original payment method after approval

7. Dispute Resolution

If you disagree with a refund decision, you may escalate to our Customer Experience team at [email protected]. If still unresolved, disputes are handled per the dispute resolution clause in our Terms & Conditions.

8. Contact

For billing and refund queries: [email protected] | 1800-000-0000 (Monday�Saturday, 9 AM�7 PM IST)