Refund & Cancellation Policy

Transparent policies to ensure a fair experience for every client

This Refund and Cancellation Policy governs all projects and services delivered by Kwacko Solutions Private Limited ("Kwacko", "we", "us", or "our"). By engaging our services, you acknowledge and agree to the terms set forth in this policy. We encourage you to read this document carefully before initiating any project.

1. Nature of Services

Kwacko Solutions Private Limited provides custom digital services, including but not limited to:

  • Custom website development (React, Next.js, Laravel, Node.js, PHP, and more)
  • Mobile application development (React Native, Flutter, iOS, Android)
  • Custom software and web application development
  • E-commerce development on platforms such as WordPress (WooCommerce), Shopify, Magento, and custom stacks
  • UI/UX design services
  • AI/ML development and integrations
  • Website and software maintenance, hosting, and support
  • IT consulting and strategy services

Because all projects involve dedicated human effort, time, and custom-built work from the first day of engagement, our refund policy reflects the nature of these services.

2. Advance / Retainer Payment

All projects at Kwacko require an advance payment (retainer) before work commences. This advance payment:

  • Confirms the client's commitment to the project.
  • Covers initial planning, requirement analysis, resource allocation, and onboarding activities.
  • Is typically 30% to 50% of the total project cost, as specified in the project proposal.

Important:

Advance/retainer payments are non-refundable once project work has commenced. This is because the advance covers initial resources, time, and effort already invested by our team.

3. Cancellation Terms

Kwacko Solutions Private Limited does not accept cancellation requests under any circumstances. Please review your order before making payments.

4. Replacement Terms

Kwacko Solutions Private Limited does not accept any replacement requests under any circumstances. Please review your order before making payments.

5. Refund Terms

Kwacko Solutions Private Limited does not accept any refund requests under any circumstances. Please review your order before making payments.

6. Non-Refundable Items

The following are strictly non-refundable under all circumstances:

  • Domain registration fees (third-party cost; non-reversible).
  • Web hosting fees (third-party cost; non-reversible).
  • SSL certificate fees.
  • Third-party API or software license fees procured on behalf of the client.
  • Fees for app store submissions (Google Play Store, Apple App Store).
  • Costs of any paid plugins, themes, or software tools purchased for the project.
  • Payment gateway setup fees or transaction charges.
  • Consultation fees and discovery session charges.
  • Advance payment after work has been initiated (as outlined in Section 2).
  • Any milestone payment after the milestone has been completed and approved by the client.

7. Change Requests & Scope Changes

Refunds are not applicable for dissatisfaction arising from scope changes initiated by the client after project approval. Any changes to the original agreed scope are subject to a formal change request process and may incur additional costs.

If the client changes the project requirements significantly after work has started, Kwacko reserves the right to revise the project timeline and cost accordingly. Amounts paid for work already completed under the original scope are non-refundable.

8. Maintenance & Retainer Plans

For ongoing maintenance, support, or retainer-based service plans:

  • Monthly retainer plans may be cancelled by providing a written notice of at least 15 days before the next billing cycle.
  • Fees already charged for the current billing cycle are non-refundable, even if services are not fully utilized.
  • Annual plans may be cancelled with a prorated refund for unused months, minus a 15% administrative fee, provided cancellation is requested within the first 3 months.
  • No refunds are issued for annual plans cancelled after 3 months of the subscription period.

9. Dispute Resolution

If you are dissatisfied with a deliverable, we strongly encourage raising concerns through our official support channel before requesting a refund. Our team is committed to resolving issues and ensuring client satisfaction.

Steps to raise a dispute:

  1. Send a detailed email to contact@kwacko.com describing the issue.
  2. Our project manager will acknowledge your concern within 2 business days.
  3. We will attempt to resolve the issue through revisions, additional support, or agreed remediation within a mutually agreed timeframe.
  4. If the issue remains unresolved, refund eligibility will be assessed as per this policy.

Any unresolved disputes shall be governed by the laws of India and subject to the jurisdiction of courts in Hyderabad, Telangana, in accordance with our Terms and Conditions.

10. Refund Processing

  • Approved refunds will be processed within 15 business days of approval.
  • Refunds will be issued via the original payment method used by the client (bank transfer, UPI, PayPal, etc.).
  • Kwacko is not responsible for delays caused by banks or payment processors.
  • Refunds will be made in the same currency as the original payment.
  • Any transaction fees, currency conversion losses, or bank charges incurred are non-refundable.

11. Amendments to This Policy

Kwacko Solutions Private Limited reserves the right to update or modify this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting to our website. We encourage clients to review this policy before initiating a new project. Continued engagement with our services after changes are posted constitutes acceptance of the revised policy.

12. Contact Us

For refund requests, cancellations, or any queries related to this policy, please reach out to us:

Kwacko Solutions Private Limited

HiTec City, Kothaguda, Innov8 Pranava Business Park – 7th Floor,

Hyderabad, Telangana – 500032, India

Email: mykwacko@gmail.com

Phone: +91 8210523309

WhatsApp: +91 8210523309

Website: www.kwacko.com