Refund & Return Policy

1. Core principle

Payments compensate reserved capacity, discovery, design, development, research and other work performed. Completed work, accepted milestones and non-recoverable commitments are generally not refundable. Nothing in this policy limits a statutory right or remedy that cannot lawfully be excluded.

2. Cancellation before work starts

If you cancel in writing before we begin work or commit third-party costs, we will review the advance for refund after deducting any documented payment processing, consultation, scheduling or non-recoverable costs. A written confirmation is required; simply delaying content or feedback does not cancel a project.

3. Cancellation after work starts

Once discovery, research, design, development, configuration or automation work has started, the value of completed work and committed capacity will be deducted. If the paid amount exceeds the value of work and non-recoverable costs, we may refund the undisputed balance after reconciliation.

4. Milestones, retainers and digital delivery

• Approved or delivered milestones are normally non-refundable.
• Monthly retainers pay for reserved availability and work during that period and are normally non-refundable once the period starts.
• Deposits may be non-refundable where the proposal expressly states they secure team capacity.
• Downloaded, transferred or deployed source code and digital assets cannot be “returned”; rights remain governed by payment status and the project agreement.

5. Hosting and plan renewal cancellations

Some engagements are billed as a monthly or yearly plan (for example, hosting, maintenance or support plans) rather than a one-time project. The following applies to these recurring plans in addition to the sections above.

• A plan renewal payment activates or extends service for the full billing period (monthly or yearly) and is non-refundable once the new period has started, except where required by law.
• To avoid renewal for the next cycle, you must notify us in writing before the current period ends; we do not prorate or refund the unused portion of an already-active period if you cancel partway through it.
• If a payment failure or a renewal made in error results in a duplicate charge for the same period, the duplicate amount will be refunded once verified.
• Domain registration and third-party licence renewals purchased on your behalf follow the relevant registrar’s or vendor’s own non-refundable renewal terms.

6. Third-party and usage charges

Domain registrations, hosting, cloud usage, AI model usage, software licences, messaging charges, stock assets, hardware, travel and vendor fees are subject to the relevant provider’s policy and are not refundable by DMSync Infotech once incurred.

7. Project delay or non-response

If required client content, approvals or access remain unavailable, we may reschedule or pause the project. A paused project is not automatically eligible for refund. Restart timing may depend on team availability and may require a revised estimate if the scope or underlying technology has changed.

8. Requesting cancellation or refund review

Email info@dmsyncinfotech.com with the client name, project, invoice number, payment date and reason. We aim to acknowledge a complete request within five business days and to complete our review within fifteen business days of acknowledgement.

How an approved refund is paid

• Approved refunds are returned to the original payment method or bank account used for the payment wherever practically possible.
• Processing time after approval typically depends on the payment gateway or bank and can take a further seven to fourteen business days to reflect in your account; this is outside our control once initiated.
• Where GST or another tax was charged on the refunded amount, the refund will account for the applicable tax adjustment in line with prevailing tax law.
• We may request identity or payment verification before releasing a refund, to protect against fraudulent claims.

9. Chargebacks and payment disputes

Please contact us first at info@dmsyncinfotech.com so we can review a billing concern directly; most issues can be resolved faster this way than through a bank or card chargeback. Raising a chargeback or payment dispute with your bank, card issuer or payment gateway without first attempting to resolve the matter with us may be treated as a breach of the applicable project terms, and we may suspend services and pursue recovery of amounts, fees and reasonable costs incurred as a result of an unwarranted chargeback.

10. Disputed work

Please identify the written requirement, relevant deliverable and reproducible issue. We will first try to correct a verified defect within the agreed warranty scope. New preferences, additional features or changes to approved work are handled as change requests rather than refund claims.