Refund Policy

1. Overview and Philosophy

At Elegensoft, we prioritize transparent business practices, absolute technical accountability, and client satisfaction. Because our core operations encompass bespoke enterprise software engineering, specialized technical consulting, and digital software licensing, this Refund Policy outlines the clear criteria under which refunds, milestone credits, and licensing adjustments are processed.

2. Digital Software Products & Source Code Licenses

For downloadable software products, binary packages, and source code distributions purchased through our website or product catalog:

• 14-Day Defect Refund Window: If a purchased software product demonstrates a critical functional defect that prevents its core operation, and our technical engineering team is unable to deliver a functional patch or resolution within five (5) business days of documented notice, you are entitled to a 100% full refund of the license fee.
• Compatibility & Sandbox Verification: Because full source code and comprehensive live interactive demos are provided prior to purchase, refunds are not granted for changes of mind, organizational restructuring, or incompatibility with hosting environments that fail to meet documented minimum system requirements.
• License Revocation Upon Refund: Upon issuance of any refund for a licensed software product, all commercial deployment rights, API access tokens, and technical support entitlements are immediately revoked, and the licensee is legally required to permanently delete all copies of the software from all servers, repositories, and local environments.

3. Bespoke Custom Engineering Projects

For custom software development, mobile application builds, and enterprise platform engineering delivered under signed Statements of Work (SOW):

• Milestone-Based Billing: Custom engineering is structured into sequential milestones (e.g., Architecture Design, MVP Development, Core Module Delivery, QA Acceptance, and Production Deployment). Each milestone requires formal client review and approval.
• Upfront Discovery & Architecture Retainers: Payments made toward initial discovery phases, architectural blueprinting, and UI/UX prototype engineering are non-refundable once the discovery deliverables and architecture documents have been submitted to the client.
• In-Progress Milestone Cancellation: If a project is cancelled mid-milestone by the client without breach by Elegensoft, the client is billed proportionally for the engineering hours logged and completed deliverables up to the date of cancellation; any unused prepaid balances for subsequent unstarted milestones are refunded within fourteen (14) business days.

4. Subscription SaaS Services & Maintenance Retainers

For cloud-hosted software subscriptions, recurring API tiers, and monthly technical support retainers:

• Cancellation at Any Time: You may cancel recurring SaaS subscriptions or support retainers at any point through your billing portal or by emailing [email protected] at least seven (7) days prior to the next billing cycle.
• No Pro-Rated Mid-Cycle Refunds: Subscription cancellations take effect at the conclusion of the current prepaid billing period. We do not issue partial pro-rated refunds for unused days within an active monthly or annual billing cycle, but your full access and support entitlements remain active until the billing period concludes.
• SLA Breach Credits: In the event that our cloud infrastructure falls below our 99.9% uptime SLA threshold in any given calendar month, eligible enterprise clients receive automatic service credits applied toward future billing invoices as specified in the applicable SLA schedule.

5. Dispute Resolution and Refund Request Protocol

To submit a formal refund request or billing inquiry, please follow this standard procedure:

1. Send an official email to [email protected] referencing your Invoice Number, License Key, and corporate account name.
2. Include a detailed explanation of the defect, operational discrepancy, or reason for the request, accompanied by relevant system logs, error messages, or documentation.
3. Our Finance & Technical Review Directorate will evaluate the request, consult the engineering lead, and provide a written determination within three (3) business days.
4. Approved refunds are credited directly to the original payment method (bank transfer, credit card, or payment gateway) within seven to ten (7-10) business days, depending on your financial institution’s processing cycle.