Refund & Cancellation Policy

1. Scope

This policy explains how EANEKTRA (“EanEkTra”) handles cancellations and refunds for its software development, ERP integration, R&D, automation, support and consulting services. It applies unless a signed Engagement Document (proposal, Statement of Work or agreement) states different terms, in which case the Engagement Document prevails.

2. Initial consultations

Initial consultations and project discussions requested through the Website are free of charge. No payment is taken until you accept a written proposal.

3. Advance and milestone payments

Most engagements start with an advance payment that reserves team capacity and covers initial discovery and setup. Subsequent payments are tied to agreed milestones or monthly billing. Milestone payments are for work completed and delivered; they are earned once the milestone is delivered in line with the Engagement Document.

4. Cancellation by the client

• Before work starts. If you cancel in writing within 7 days of paying an advance and before we have started work, we will refund the advance in full, less any payment-gateway or bank charges.
• After work has started. We will calculate the value of work completed to date at the rates in the Engagement Document (or our standard rates if none are stated) and refund any unused portion of the advance. Work completed, delivered or accepted is non-refundable.
• Completed milestones. Payments for milestones that have been delivered and accepted are non-refundable.
• Fixed-price projects. Cancellation after acceptance of a fixed-price proposal may require payment for work done plus any non-cancellable third-party costs.

5. Cancellation by EanEkTra

If we are unable to deliver an engagement for reasons within our control, we will refund all unused advance payments in full within 10 business days. If an engagement ends because of a material, uncured breach by the client, refunds are limited as described in section 4.

6. Support, maintenance and retainer plans

Monthly or annual support, maintenance or retainer plans can be cancelled at any time with 30 days’ written notice. Cancellation takes effect at the end of the current billing period. Fees already paid for the current period are not refunded unless the Engagement Document provides otherwise.

7. Third-party costs

Software licences, cloud hosting, domains, APIs, hardware and other third-party costs purchased on your behalf are governed by the vendor’s terms and are generally non-refundable. We will pass on any refund we are able to obtain from the vendor.

8. How to request a refund

• Email info@eanektra.com with your invoice number, the reason for cancellation and your preferred refund method.
• We will acknowledge your request within 2 business days and confirm the refund amount within 5 business days.
• Approved refunds are processed within 7–10 business days to the original payment method. Bank or gateway processing times may add a few days.
• Refunds are made in the currency of the original payment. We are not responsible for exchange-rate differences or intermediary bank charges.

9. Disputes

If you disagree with a refund decision, write to us and a senior representative will review it within 10 business days. These matters are governed by our Terms of Service and the laws of India.

10. Contact

Cancellation and refund requests, and any questions about this policy, can be sent to the contact details below.