Refund & Cancellation Policy

Our commitment to fair and transparent refund processes

Last Updated: December 2024

1. Overview

FAIRMONT PREMISES PRIVATE LIMITED ("Fairplay") is committed to providing high-quality IT services and ensuring customer satisfaction. This Refund & Cancellation Policy outlines the terms and conditions under which refunds and cancellations are processed.

2. General Refund Principles

We believe in fair and transparent business practices. Our refund policy is designed to protect both our clients and our business while ensuring quality service delivery. All refund requests are evaluated on a case-by-case basis.

3. Service Categories and Refund Terms

3.1 Web Development & Custom Software

Refund Eligibility:

  • Before Development Starts: 100% refund if cancelled within 48 hours of project initiation
  • During Development (0-25% complete): 75% refund minus administrative costs
  • During Development (25-50% complete): 50% refund minus administrative costs
  • During Development (50-75% complete): 25% refund minus administrative costs
  • After 75% completion: No refund, but project completion guaranteed

3.2 Cloud & DevOps Services

Refund Eligibility:

  • Monthly Services: Prorated refund for unused portion of the month
  • Setup Fees: Non-refundable after service activation
  • Annual Contracts: Refund based on unused months minus 20% administrative fee

3.3 Security & Compliance Services

Refund Eligibility:

  • Before Service Commencement: 100% refund
  • After Service Commencement: No refund due to specialized nature of work
  • Report Delivery Issues: Free re-delivery or 50% refund if report is significantly delayed

3.4 Managed IT Support

Refund Eligibility:

  • Monthly Support: Prorated refund for unused days
  • Annual Support: Refund based on unused months minus 15% administrative fee
  • Emergency Support: Non-refundable once service is provided

4. Refund Process

4.1 How to Request a Refund

To request a refund, please follow these steps:

  1. Contact Us: Email us at contact@fairmontpremises.shop with your refund request
  2. Provide Details: Include your project/service details, reason for refund, and any supporting documentation
  3. Review Period: We will review your request within 5-7 business days
  4. Processing: Approved refunds will be processed within 10-15 business days

4.2 Required Information

Please include the following information in your refund request:

  • Project/service reference number
  • Date of service initiation
  • Reason for refund request
  • Any relevant documentation or screenshots
  • Preferred refund method (bank transfer, original payment method)

5. Refund Timelines

Processing Times:

  • Review Period: 5-7 business days
  • Bank Transfer Refunds: 10-15 business days
  • Credit Card Refunds: 7-10 business days
  • UPI Refunds: 3-5 business days

6. Non-Refundable Items

The following items and services are non-refundable:

  • Custom software licenses and third-party integrations
  • Domain registration and hosting fees (after 30 days)
  • Training sessions and consultations (once conducted)
  • Emergency support services (once provided)
  • Services cancelled due to client's breach of contract
  • Administrative fees and processing charges

7. Cancellation Policy

7.1 Project Cancellation

Clients may cancel ongoing projects with the following conditions:

  • Written Notice: 30 days written notice required for monthly services
  • Project Handover: All completed work will be delivered before cancellation
  • Data Transfer: Client data will be transferred in standard formats
  • Final Payment: Outstanding payments for completed work remain due

7.2 Service Suspension

We reserve the right to suspend services in the following cases:

  • Non-payment of invoices (after 30 days past due)
  • Violation of terms of service
  • Security threats or malicious activity
  • Legal or regulatory requirements

8. Dispute Resolution

If you disagree with our refund decision, you may:

  1. Request Review: Ask for a second review by our management team
  2. Provide Evidence: Submit additional documentation supporting your case
  3. Mediation: Request mediation through a neutral third party
  4. Legal Action: Pursue legal remedies as per applicable laws

9. Special Circumstances

9.1 Force Majeure

In cases of force majeure (natural disasters, government actions, etc.), we will work with clients to find mutually acceptable solutions, which may include service credits or extended timelines.

9.2 Service Quality Issues

If you experience service quality issues:

  • Report the issue immediately to our support team
  • Allow us 48 hours to resolve the issue
  • If unresolved, we may offer service credits or partial refunds

10. Refund Methods

Refunds will be processed using the original payment method when possible. Alternative methods include:

  • Bank transfer to your registered account
  • UPI transfer (for Indian clients)
  • Service credits for future services

11. Contact Information

For refund and cancellation requests, please contact us:

  • Email: contact@fairmontpremises.shop
  • Phone: +91 7240085893
  • Address: Ground Floor, G-2C, 2 North Avenue, BKC Road, Maker Maxity, Bandra East, Mumbai, Mumbai, Maharashtra, 400051

12. Policy Updates

This refund and cancellation policy may be updated from time to time. We will notify clients of any material changes via email or through our website. Continued use of our services constitutes acceptance of the updated policy.

FAIRMONT PREMISES PRIVATE LIMITED
Brand: Fairplay
Website: fairmontpremises.shop
We are committed to fair and transparent business practices.