Refund & Cancellation Policy

Last Updated: January 29, 2026

1. Legal Framework and Consumer Rights

1.1 Governing Laws

This Refund and Cancellation Policy is governed by:

• Consumer Protection Act, 2019: Protects consumer rights and provides for consumer dispute resolution
• E-Commerce Rules, 2020: Governs online transactions and refunds
• Indian Contract Act, 1872: Governs contractual obligations
• GST Act, 2017: Tax refunds on cancelled services

1.2 Your Consumer Rights

As per Consumer Protection Act, 2019, you have the right to:

• Fair trade practices and protection from unfair contracts
• Refund for defective or deficient services
• Approach Consumer Forums for dispute resolution
• Compensation for loss or injury suffered
• Consumer education and awareness

2. Overview

SmartISP.in offers various technology solutions and services. Our refund and cancellation policies vary based on the type of service purchased. This policy does not limit your statutory rights under Indian law.

3. Service Categories

Service Type	Refund Eligibility	Cancellation Period
Setup Services	Before work begins	Anytime before start
Monthly Subscriptions	Pro-rata unused period	30 days notice
Annual Subscriptions	Within 14 days if unused	60 days notice
Custom Development	Milestone-based	Before milestone completion
Support Plans	Pro-rata unused period	30 days notice

3. Refund Policies by Service Type

3.1 Setup and Installation Services

3.2 Monthly Recurring Services

Services Include: Radius Server Hosting, NMS Server, Maintenance Services

• Cancellation Notice: 30 days required
• Refund: Pro-rata refund for unused days (minimum 15 days remaining)
• Processing Time: 7-10 business days
• No Refund: If less than 15 days of service period remaining

3.3 Annual/Long-term Subscriptions

Services Include: Annual hosting, long-term support contracts

• Money-Back Guarantee: 14 days from purchase date (if service not actively used)
• After 14 Days: Pro-rata refund for unused months (minimum 3 months remaining)
• Cancellation Fee: 10% of remaining contract value
• Setup Fees: Non-refundable

3.4 Custom Development Projects

Services Include: Custom software, ISP management systems, integrations

• Before Project Starts: 100% refund (minus 10% administrative fee)
• During Development: Refund based on completed milestones
• After Milestone Approval: No refund for approved work
• Project Cancellation: Payment for completed milestones + 25% of next milestone

3.5 One-time Services

Services Include: Consultations, network design, audits, training

• Before Service Date: Full refund with 48 hours notice
• Less than 48 Hours: 50% refund
• Same Day: No refund
• After Service Delivered: No refund

4. Non-Refundable Items

5. Refund Conditions and Exceptions

5.1 Refund Will Be Granted If:

• Service is not delivered as agreed
• Major technical issues prevent service use (and cannot be resolved)
• We fail to meet agreed Service Level Agreement (SLA)
• Service does not match description provided
• Documented evidence of service failure

5.2 Refund Will NOT Be Granted If:

• Client changes mind after service delivery
• Client fails to provide required information or access
• Issues caused by client's infrastructure or network
• Client violates Terms of Service
• Service is working as intended but doesn't meet changed expectations
• Client receives services from competitors

6. Cancellation Process

1. Submit Cancellation Request
   Email sales@smartisp.in with:
   - Account details
   - Service to cancel
   - Reason for cancellation
   - Preferred end date
2. Receive Acknowledgment
   We'll confirm receipt within 24 hours and provide:
   - Cancellation reference number
   - End date of service
   - Refund amount (if applicable)
3. Final Invoice
   You'll receive:
   - Final billing statement
   - Any pending charges
   - Refund calculation breakdown
4. Service Termination
   On the agreed date:
   - Service access ends
   - Data backup provided (if requested)
   - All credentials deactivated
5. Refund Processing
   If refund is due:
   - Processed within 7-10 business days
   - To original payment method
   - Confirmation email sent

7. Refund Processing

7.1 Processing Time (As per Consumer Protection Act, 2019)

• Acknowledgment: Within 48 hours of refund request
• Request Review: 2-3 business days
• Refund Initiation: Within 7 business days of approval
• Bank/Card Processing: 5-10 business days (depends on bank/payment gateway)
• Total Time: Maximum 14-21 business days from request

Note: As per RBI guidelines, refunds to cards/UPI typically reflect within 7 working days.

7.2 Refund Method (RBI Compliant)

• Online Payments: Refunded to original payment method (Card/UPI/Net Banking)
• Bank Transfers (NEFT/RTGS): Refunded to same bank account
• Cash Payments: Bank transfer to provided account details
• Wallet Payments: Refunded to same wallet

All refunds comply with RBI's Payment and Settlement Systems Act, 2007.

7.3 GST Refund

As per GST Act, 2017:

• GST amount will be refunded along with the principal amount
• Revised GST invoice (credit note) will be issued
• Input Tax Credit (ITC) reversal will be processed

7.4 Refund Deductions

Refunds may be subject to reasonable deductions for:

• Payment gateway transaction fees (2-3% as per actual charges)
• Administrative processing fee (maximum 5% or ₹500, whichever is lower)
• Pro-rata value of services already consumed or delivered
• Non-refundable items as clearly mentioned in service agreement

Note: Deductions will not exceed reasonable limits and will comply with consumer protection laws.

8. Satisfaction Guarantee

9. Dispute Resolution and Grievance Redressal

9.1 Grievance Officer

For refund-related complaints, contact our Grievance Officer:

• Name: PSNET SOLUTIONS
• Email: sales@smartisp.in (Subject: "Refund Grievance")
• Phone: 9647880008
• Address: 3rd Floor, Jeans Corner, Tamluk , Tamluk Srirampur Road ,Kulberia, Nimtori, Purba Medinipur, West Bengal, India, Pin: 721649
• Response Time: Within 48 hours
• Resolution Time: Within 15 days

9.2 Internal Dispute Resolution

If you have concerns about refunds or cancellations:

1. Step 1: Contact our support team with your complaint
2. Step 2: Receive acknowledgment within 48 hours
3. Step 3: Allow us 7 days to investigate and provide resolution
4. Step 4: If unsatisfied, escalate to Grievance Officer
5. Step 5: Final decision within 15 days from escalation

9.3 Consumer Forums (As per Consumer Protection Act, 2019)

If the dispute is not resolved satisfactorily, you have the right to approach:

9.4 Online Dispute Resolution

You may also use online platforms:

• National Consumer Helpline: 1800-11-4000 or 14404
• E-Daakhil Portal: File complaints online at edaakhil.nic.in
• NCH Mobile App: Download from Play Store/App Store

9.5 Arbitration

As per Arbitration and Conciliation Act, 1996:

• Disputes may be referred to arbitration with mutual consent
• Arbitration seat shall be Paschim Medinipur, West Bengal
• Arbitration proceedings shall be in accordance with Indian law
• Arbitral award shall be final and binding

9.6 Jurisdiction

Subject to consumer forum jurisdiction, courts at Paschim Medinipur, West Bengal, India shall have exclusive jurisdiction for any legal matters.

10. Special Circumstances

10.1 Force Majeure

In case of events beyond our control (natural disasters, pandemics, etc.):

• Service may be suspended temporarily
• No charges for suspension period
• Full refund option available
• Service extension at no charge

10.2 Business Closure

If SmartISP.in discontinues operations:

• 60 days advance notice
• Full refund of unused services
• Data migration assistance
• Alternative provider recommendations

11. Modifications to This Policy

We may update this policy to reflect:

• Changes in our services or business practices
• New legal or regulatory requirements
• Improved customer service practices
• Changes mandated by Consumer Protection authorities

Changes will be communicated via:

• Email notification to all active clients (15 days advance notice for material changes)
• Prominent notice on our website
• Update to "Last Updated" date at the top of this policy

Note: Your statutory rights under Consumer Protection Act, 2019 will not be diminished by any policy modifications.

12. Compliance and Legal Information

13. Contact Information

For refund or cancellation requests, contact us through: