Refund & Cancellation Policy

Last updated: October 9, 2024

This Refund and Cancellation Policy outlines the terms and conditions for refunds and cancellations of services provided by LOTUS ENTERPRISES. Please read this policy carefully before engaging our services.

1. General Policy

LOTUS ENTERPRISES is committed to delivering high-quality IT solutions and services. Our refund and cancellation policies are designed to be fair to both our clients and our business while ensuring project success and client satisfaction.

2. Service Categories

Our refund and cancellation terms vary based on the type of service:

• Custom Software Development - Milestone-based projects
• Web Development - Fixed-scope projects
• Mobile App Development - Phased development projects
• IT Consulting - Time-based services
• Support & Maintenance - Ongoing service contracts

3. Cancellation Policy

3.1 Client-Initiated Cancellation

Clients may cancel services under the following conditions:

Before Project Commencement

• Full refund available if cancellation occurs within 48 hours of contract signing
• After 48 hours but before project start: 90% refund (10% administrative fee applies)

After Project Commencement

• Payment for completed work and deliverables is non-refundable
• Refund available only for work not yet started or delivered
• 30-day written notice required for cancellation

3.2 LOTUS-Initiated Cancellation

LOTUS ENTERPRISES may cancel services in cases of:

• Non-payment of invoices beyond agreed terms
• Breach of contract by the client
• Inability to meet project requirements due to client constraints
• Force majeure events

4. Refund Policy

4.1 Eligible Refund Scenarios

Refunds may be considered in the following situations:

• LOTUS ENTERPRISES fails to deliver agreed milestones within the specified timeline (excluding client-caused delays)
• Delivered work does not meet the specifications outlined in the Statement of Work
• Technical impossibility to complete the project as originally scoped
• Mutual agreement to terminate the project

4.2 Non-Refundable Items

The following are generally non-refundable:

• Completed and delivered work products
• Third-party licenses and software purchased for the project
• Time spent on research, analysis, and consultation
• Setup fees and initial project costs
• Work performed based on client-approved specifications

5. Milestone-Based Projects

5.1 Payment Structure

Most LOTUS ENTERPRISES projects follow a milestone-based payment structure:

• Initial payment (typically 25-30%) upon project commencement
• Milestone payments based on deliverable completion
• Final payment upon project completion and acceptance

5.2 Milestone Refunds

Refunds for milestone-based projects are calculated based on:

• Completed and accepted milestones (non-refundable)
• Work in progress (prorated refund based on completion percentage)
• Future milestones (full refund available)

6. Specific Service Refund Terms

6.1 Custom Software Development

• Refunds based on milestone completion
• Source code and deliverables for paid milestones remain with the client
• No refund for completed testing and deployment phases

6.2 Web Development

• Design approval phase: 50% refundable if cancelled before development starts
• Development phase: Refund based on remaining work
• Domain and hosting costs are non-refundable

6.3 IT Consulting

• Hourly consulting: Payment for completed hours is non-refundable
• Retainer agreements: Unused hours may be refunded with 30-day notice

6.4 Support & Maintenance

• Monthly contracts: 30-day cancellation notice required
• Annual contracts: Prorated refund for unused months (after 90-day minimum)
• Emergency support calls are non-refundable

7. Refund Process

7.1 Refund Request

To request a refund:

1. Submit a written refund request to contact@lotusenterprise.shop
2. Include project details, reason for refund, and supporting documentation
3. Allow 5-7 business days for initial review

7.2 Refund Processing

• Approved refunds will be processed within 15-30 business days
• Refunds will be issued to the original payment method
• Bank transfer fees, if any, will be deducted from the refund amount

8. Dispute Resolution

In case of disputes regarding refunds or cancellations:

• Initial resolution attempt through direct communication
• Mediation through mutually agreed third party if needed
• Final resolution through Mumbai, Maharashtra jurisdiction courts

9. Force Majeure

In cases of force majeure events (natural disasters, government actions, pandemics, etc.):

• Project timelines may be extended without penalty
• Refunds will be considered on a case-by-case basis
• Both parties will work together to find mutually acceptable solutions

10. Client Responsibilities

To be eligible for refunds, clients must:

• Provide timely feedback and approvals as requested
• Make required information and resources available
• Communicate concerns promptly during the project
• Follow the agreed project communication protocols

11. Modifications to Deliverables

Changes to approved deliverables:

• Minor modifications: Included in the original scope
• Major changes: May incur additional costs and affect refund eligibility
• Scope creep: Additional work is billable and non-refundable

12. Quality Assurance

LOTUS ENTERPRISES provides:

• Bug fixes during the warranty period at no additional cost
• Performance optimization within agreed specifications
• Documentation and knowledge transfer as specified

13. Contact Information

For refund requests or questions about this policy:

14. Policy Updates

LOTUS ENTERPRISES reserves the right to update this Refund and Cancellation Policy. Changes will be communicated to existing clients and posted on our website with the updated effective date.