Refund and Cancellation Policy
Last Modified: September 2022
At Tentacles Private Limited ("Company", "we", "our", "us"), we are dedicated to delivering reliable software products (POS solutions, desktop software, mobile applications, cloud platforms) and top-tier web design, website development, and IT consulting services. This Refund and Cancellation Policy outlines the conditions and procedures for cancellations and refund requests across all our products and services.
01. Software Products & Licensing Subscriptions
a) Product Evaluation & Demos
We offer free product demonstrations, trials, and consultation sessions. We strongly encourage all clients to review features and compatibility before purchasing a paid subscription or license.
b) Cancellation Terms
Clients can cancel recurring software subscriptions at any time through their client dashboard or by emailing support@tentaclespvtltd.com. Following cancellation, active access continues until the end of the current prepaid billing cycle. No further renewal charges will be applied. Subscription cancellation does not automatically entitle the client to a refund for past or current billing periods.
c) Subscription Refund Eligibility
- Monthly Subscriptions: Monthly recurring plans are non-refundable once activated or renewed.
- Annual / Multi-Month Subscriptions: If an annual plan suffers from verified critical technical bugs or inability to use the core application, and our technical support team fails to resolve the issue within fourteen (14) business days of written notice, a pro-rated refund for unused months may be requested within seven (7) days of initial purchase.
- One-Time Software Licenses: Fees for one-time software licenses are non-refundable once the digital license key has been generated and delivered.
02. Web Design, Website Development & Custom Software
a) Milestone & Retainer Structure
Custom website design, web development, custom software engineering, and digital solutions are executed under milestone-based project agreements or formal proposals. The initial upfront deposit (advance payment) covers preliminary planning, wireframing, architecture design, UI/UX prototyping, and dedicated resource booking, and is strictly non-refundable.
b) Project Cancellation by Client
If the client decides to cancel or pause a website or software development project mid-way, the client will be invoiced and held responsible for all work completed, hours logged, and completed milestone deliverables up to the date of formal cancellation notice. Any unutilized balance from milestone payments exceeding completed work stages will be refunded to the client.
c) Project Cancellation by Company
If Tentacles Private Limited is unable to deliver agreed project deliverables due to unforeseen internal constraints or technical feasibility issues, a full refund of payments made for the unfulfilled project milestone(s) will be issued.
d) Completed & Deployed Projects
Once a website or custom application has completed user acceptance testing (UAT), received client sign-off, or has been deployed to production/live servers, no refunds will be granted.
03. Domains, Hosting & Third-Party Services
Third-party expenses incurred on behalf of the client—such as domain name registrations, third-party server hosting, SSL certificates, paid third-party APIs, or third-party software plugins/extensions—are non-refundable under all circumstances once purchased.
04. Non-Refundable Scenarios
Refunds will not be entertained in cases involving:
- Incompatibility with third-party operating systems, outdated hardware, or hosting environments not meeting our specified minimum system requirements.
- Change of business requirements or lack of usage after software activation or project kick-off.
- Delays caused by the client's failure to provide required assets, text, approvals, API keys, or feedback.
- Suspension of service due to non-compliance with our Terms and Conditions or Acceptable Use Policy.
05. Refund Request & Claim Protocol
a) How to Submit a Refund Claim
Send a formal refund request to billing@tentaclespvtltd.com or support@tentaclespvtltd.com containing:
- Registered business name, contact number, and registered email address.
- Invoice Number, Order ID, or Transaction Reference.
- Detailed explanation and supporting screenshots/logs of the issue.
b) Evaluation Timeline
Our compliance and billing desk will evaluate and respond to the request within three to five (3–5) business days.
c) Settlement & Disbursement
Approved refunds are processed immediately back to the original source of payment (Credit/Debit Card, Net Banking, UPI, or Corporate Bank Account) via our authorized payment gateway partner (Worldline). The funds will reflect in your account within 5 to 7 business days, in accordance with standard banking and card network turnaround times.