We always try and strive to excel the client expectations. In case of any sort of quality deviations or cancellations, the clients are welcomed to approach us for refunds. We don’t believe or offer free service or trials, but we value your hard earned money and ensures that the refunds are made in the most fair, transparent and hassle free way.

Our refund policy is a pro-rated one.

1. Can you explain what is meant by pro-rated refund?

The client reserves the right to cancel the service any time of his choice. During such instances, we charge only for the days we worked and refund the remaining amount.

2. Do you offer refunds only during cancellations?

Obviously not, we are keen to keep promises and deliver quality support. Our refund criteria for quality deviations is given below

Plan Response Time Evaluation Criteria Noted deviations Applicable Refund

Helpdesk Support

30 minutes

Based on the total volume of ticket purchased

5% – 20%

20% – 50%

above 50%

25%

50%

100%

Monitoring Support

10 Minutes

Total number of alerts received per month

2% – 10%

10% – 25%

Above 25%

25%

50%

100%

Chat Support

5 minutes

Total number of chats received

2% – 10%

10% – 25%

Above 25%

25%

50%

100%

Server Management

NA

Task completion with expected result

Any

100%

Dedicated Support

As per SLA

As per SLA

As per SLA

As per SLA

Semi-Dedicated

As per SLA

As per SLA

As per SLA

As per SLA

3. How do I claim a refund?

In case of any refunds, you need to contact your account manager with the details of the deviation/concern. Once our quality team concurs with your findings, you will be given the refunds in the next invoice. In cases of cancellations, we will return the money either through pay pal or through bank within 15 days.

4. What can be done, if QA disagrees with my findings?

You can escalate it to your Accounts Manager. He will conduct discussions with you and the analyst and try to resolve the dispute. Please be aware that the claim will be given only for the deviations approved by our QA team. However our pro-rated refunds is applicable here as in other cases as well.

5. What is the time frame for refund claims?

All claims should be resolved within the next billing cycle.

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