Refund Policy

At Onesnzeros Tech Solutions Pvt. Ltd., we are committed to delivering high-quality software solutions that meet your business needs. We handle all refund requests fairly, transparently, and on a case-by-case basis.

We strongly encourage open communication throughout the project. Most concerns can be resolved through collaboration before a refund becomes necessary.

All our services involve custom software development — code, designs, and systems built specifically for each client. Unlike physical products, custom software deliverables cannot be "returned" once created.

This policy reflects the reality that significant time, expertise, and resources are invested from day one of each engagement.

A full or partial refund may be considered in the following situations:

• We fail to commence work within 14 business days of receiving advance payment — full advance refund issued
• A project is cancelled by either party before any development work begins (after proposal acceptance but before design/development phase) — 50% of advance payment refunded
• Deliverables materially and demonstrably fail to meet the agreed specifications, and we are unable to rectify the issues within a reasonable period despite good-faith efforts — partial refund may be negotiated
• A service interruption caused by our infrastructure results in significant data loss or extended unavailability — credit or partial refund considered

The following are explicitly non-refundable:

• Advance payments once development or design work has commenced
• Work already completed and delivered as per the agreed scope, regardless of project cancellation
• Domain registration, SSL certificates, third-party SaaS licences, and API costs paid on behalf of the client
• Cloud hosting and infrastructure costs incurred during the project
• Change-of-mind cancellations once project work has begun
• Delays or dissatisfaction caused by client-side factors (delayed feedback, incomplete requirements, change in direction)
• Consultation fees and discovery/planning phase costs

For our ready-made products (FollowUp CRM, WABA Panel, fruitBox, and others), the following terms apply:

• A free trial period is offered before any paid subscription commitment — please evaluate thoroughly before subscribing
• Monthly subscriptions are non-refundable once the billing period has commenced
• Annual subscriptions may be partially refunded on a pro-rata basis if cancelled within 30 days of the annual renewal date, provided a documented technical issue prevents you from using the product
• Refunds are not applicable for accounts suspended due to violation of our Terms & Conditions

To initiate a refund request, please send a written email to our support team with the following information:

• Your full name and company name
• Project name or product subscription details
• Invoice number or payment reference
• Date of payment
• Clear reason for the refund request with supporting documentation if applicable

We will acknowledge your refund request within 2 business days of receipt.

Our team will review the request and communicate our decision within 7 business days.

Approved refunds are processed within 7–10 business days and returned via the original payment method (NEFT, IMPS, or bank transfer as applicable).

Refunds to international payment methods may take up to 15 business days due to banking timelines.

For milestone-based projects, each milestone payment covers the work completed and delivered for that milestone. Milestone payments are non-refundable once the milestone deliverable has been accepted by the client.

If a project is cancelled mid-way, payment is due for all completed milestones and any work-in-progress that has been partially delivered.

If you are dissatisfied with our refund decision, you may escalate the matter directly to our founders via email. We are committed to resolving all disputes through fair negotiation.

If an amicable resolution cannot be reached, disputes shall be handled as per the governing law and jurisdiction stated in our Terms & Conditions (Pune, Maharashtra, India).