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At Index E-Solutions Pvt. Ltd., we strive for 100% client satisfaction in every project. However, we understand that service adjustments or cancellations may sometimes be necessary. This Refund and Cancellation Policy outlines your rights and obligations in relation to payments, cancellations, and refunds.

1. Scope of Policy

This policy applies to all services provided by Index E-Solutions, including but not limited to software development, consultancy, IT services, and digital product delivery.

2. Payment Confirmation

All payments must be made in accordance with the terms outlined in the invoice or agreement. Payments can be made via bank transfer, credit/debit card, or other approved methods.

Once payment is received, a confirmation receipt will be sent to the customer’s registered email address.

3. Cancellation Policy

• 1. Before Project Commencement: If a cancellation request is made before work begins, 90% of the advance amount will be refunded. 10% is retained as administrative and consultation fee.

• 2. After Project Commencement: If a client cancels after the initiation of services, only a partial refund is applicable, calculated based on work completed and resources utilized.

• 3. Subscription-Based Services: Clients may cancel subscriptions at any time, but services will remain active until the current billing cycle ends. No refunds will be issued for the unused portion of the subscription.

4. Refund Eligibility

Refunds are processed only under the following conditions:

• 1. Service not delivered as per defined scope.

• 2. Severe technical flaws with no resolution despite escalation.

• 3. Double billing or overcharging errors.

• 4. Cancellation under eligible circumstances as stated above.

Refunds are not applicable for:

• 1. Change of mind.

• 2. Issues arising due to client’s delays or non-responsiveness.

• 3. Third-party service issues not under our control (e.g., hosting providers, API services).

5. Refund Process

Eligible refunds will be processed within 10–15 working days of approval and will be credited back to the original mode of payment unless otherwise agreed.

To request a refund, email info@index.co.zw with relevant transaction details, service reference, and reason for the request.

6. Dispute Resolution

In the event of any dispute related to payments or refunds, both parties agree to attempt an amicable resolution via discussion or mediation. If unresolved, the matter may be escalated to the Harare Commercial Arbitration Centre or applicable court jurisdiction.

7. No Refund Cases

Index E-Solutions reserves the right to deny a refund if:

• 1. The client has breached terms of service.

• 2. The project was completed and delivered as per the agreed specifications.

• 3. Client feedback or content was not provided on time, resulting in delays or dissatisfaction.

8. Service Modification

If the client requests a change in the project scope or timeline after the start of services, additional costs may apply. In such cases, the original payment shall not be refunded, but adjustments may be mutually negotiated.

9. Force Majeure

Refunds are not applicable for delays or cancellations caused by events beyond our control, including but not limited to acts of God, political unrest, natural disasters, power outages, or internet disruptions.