Refund Policy

At OSO Infotech, we are committed to delivering high-quality software engineering services. Because custom software development, UI/UX wireframing, system architecture design, and database engineering require significant upfront investment of developer hours and specialized expertise, we operate under clear, sprint-level billing and refund parameters. This Refund Policy outlines the conditions under which refunds may be issued, the process for requesting a refund, and the timelines you can expect.

1. Discovery & Blueprint Phase

The initial discovery and blueprint phase is the foundation of every project. During this phase, our senior solutions architect and engineering team invest significant time in understanding your business requirements, compiling technical specifications, designing system architecture diagrams, defining API endpoint schemas, creating database entity-relationship models, and producing UI/UX wireframes. Once our team begins this work, the blueprint phase fee is non-refundable, regardless of whether you choose to proceed with the full development engagement. This is because the deliverables produced during the blueprint phase (technical documents, architecture diagrams, wireframes) have standalone value and represent completed intellectual work.

2. Active Development Sprint Payments

Development work is structured in two-week agile sprint intervals. At the end of each sprint, completed features are deployed to a staging environment for your review and approval. Payments for sprints that have been fully completed — meaning the features have been developed, tested, deployed to staging, and presented for review — are non-refundable. This applies regardless of whether you have reviewed the staging deployment or provided feedback. Sprint completion is determined by the deployment of the sprint deliverables to the staging environment, which constitutes delivery of that sprint's work product.

3. Refund Eligibility for Incomplete Work

If you choose to discontinue the project during the middle of an active development sprint (i.e., between sprint start and staging deployment), you are billed only for the developer hours recorded and documented up to the date of your written cancellation notice. The remaining prepaid amount for that sprint, less the billed hours, will be refunded. Hourly rates for partial sprint billing are calculated based on the total sprint cost divided by the planned sprint hours. A detailed timesheet report will be provided as supporting documentation for any partial sprint billing.

4. Conditions for Full Refund

A full refund of all payments (excluding the non-refundable blueprint phase fee) may be issued under the following limited circumstances:

• Material Breach by OSO Infotech: If we fail to deliver any work product for more than 30 consecutive calendar days without valid justification or communication, and fail to cure such breach within 10 business days of written notice from you.
• Duplicate Billing Error: If you are charged twice for the same milestone due to a billing system error, the duplicate charge will be refunded in full within 5 business days of identification.
• Service Not Commenced: If the engagement is cancelled before any work has commenced (i.e., before the blueprint phase begins), any advance payment received will be refunded in full within 10 business days.

5. Conditions Where Refunds Are Not Applicable

Refunds will not be issued in the following situations:

• Change of Business Direction: If you decide to discontinue the project due to internal business decisions, market changes, or strategic pivots unrelated to the quality of our deliverables.
• Scope Creep Disputes: If dissatisfaction arises from expectations for features or functionality that were not included in the approved blueprint or Statement of Work.
• Third-Party Dependencies: If project delays or issues are caused by third-party services, APIs, hosting providers, or payment gateways that are outside of OSO Infotech's control.
• Post-Handover Modifications: If issues arise from modifications made to the codebase by you or a third-party developer after the project has been delivered and the code repositories have been transferred.
• Completed Milestones: For any milestone that has been delivered, reviewed, and approved (or deemed approved due to non-response within the review period specified in the SOW).

6. Post-Launch Handover & Final Delivery

Once the final project deliverables have been transferred to your control — including full git repository access, database credentials, server configuration files, DNS records, hosting account credentials, and all design source files — the project is considered fully delivered. No refunds of any kind are available after the complete handover of project assets, as the transfer of all intellectual property and operational control constitutes full delivery of the engagement.

7. Refund Request Process

To request a refund, please follow these steps:

• Step 1: Submit a written refund request via email to info@osoinfotech.com with the subject line "Refund Request — [Project Name]." Include your project reference number, the specific milestone(s) in question, and a detailed explanation of the reason for the refund request.
• Step 2: Our project management team will acknowledge your request within 2 business days and begin an internal review.
• Step 3: Within 7 business days of acknowledgment, we will provide a written response detailing our assessment, including any applicable refund amount, supporting documentation (timesheets, delivery logs), and next steps.
• Step 4: If a refund is approved, the refund will be processed within 10 business days of approval.

8. Refund Payment Method

Approved refunds are processed using the same payment method used for the original transaction. If the original payment was made via bank transfer (NEFT/RTGS/IMPS), the refund will be credited to the same bank account. If payment was made via credit/debit card or UPI, the refund will be processed through the same payment gateway. International payments will be refunded in the original currency at the exchange rate prevailing at the time of refund processing. Please allow 5-10 business days for the refund to reflect in your account after processing, depending on your bank or payment provider.

9. Partial Refund Scenarios

In situations where a partial refund is applicable, the refund amount is calculated as follows:

• Mid-Sprint Cancellation: Total prepaid sprint amount minus (hours worked × hourly rate). Hourly rate = Total sprint cost ÷ Total planned sprint hours.
• Feature Reduction: If both parties agree in writing to remove a specific feature or module from the scope after payment, the refund amount will be the estimated cost of that feature as defined in the original SOW, less any design or research work already completed for that feature.

10. Force Majeure & Exceptional Circumstances

In the event of extraordinary circumstances beyond the control of either party — including natural disasters, pandemics, government-imposed lockdowns, war, civil unrest, or widespread internet/infrastructure outages — refund timelines may be extended. OSO Infotech will make reasonable efforts to process refunds as quickly as possible under such circumstances and will communicate any expected delays promptly.

11. Dispute Resolution

If you disagree with our refund determination, you may escalate the matter through the following process:

• Internal Escalation: Request a review by our Director of Operations by emailing info@osoinfotech.com with the subject line "Refund Escalation — [Project Name]." A senior review will be conducted within 10 business days.
• Mediation: If the internal escalation does not resolve the dispute, both parties agree to engage in good-faith mediation before pursuing formal legal action.
• Arbitration: If mediation fails, the dispute shall be resolved through binding arbitration in accordance with the dispute resolution procedures outlined in our Terms of Service.

12. Contact Information

For any questions about this Refund Policy or to submit a refund request, please contact us:

• Email: info@osoinfotech.com
• Phone: +91 94099 89875
• Address: 76, Gayatri Nagar, Parvati Nagar, Makarpura, Vadodara, Gujarat – 390014, India