Refund & Cancellation Policy

1. Introduction

LOTUS ENTERPRISES is committed to providing exceptional IT services and maintaining fair business practices. This Refund & Cancellation Policy outlines the terms and conditions for project cancellations, service modifications, and refund eligibility for our various IT services.

2. General Principles

Our refund policy is based on the following principles:

• Fairness to both LOTUS ENTERPRISES and our clients
• Compensation for work completed and resources allocated
• Transparency in all refund calculations
• Prompt processing of eligible refunds
• Clear communication throughout the process

3. Service Categories

3.1 Custom Software Development Projects

For custom software development projects, refunds are calculated based on project phases and work completed:

Planning & Analysis Phase (0-20% completion)

• Cancellation within 48 hours: 90% refund of advance payment
• Cancellation after 48 hours: 70% refund of advance payment
• After requirements finalization: 50% refund of advance payment

Design & Development Phase (20-80% completion)

• Refund calculated based on remaining work
• Completed milestones are non-refundable
• Partial work on current milestone: prorated charges apply

Testing & Deployment Phase (80-100% completion)

• Limited refund eligibility
• Only unused portions of final payment may be refunded
• Completed deliverables remain with the client

3.2 Web Development Services

• Cancellation before design approval: 80% refund
• Cancellation after design approval: 60% refund
• Cancellation during development: Prorated based on completion
• Cancellation after launch: No refund (maintenance fees may be adjusted)

3.3 Mobile App Development

• Pre-development cancellation: 85% refund
• During wireframe/design phase: 70% refund
• During development phase: Milestone-based calculation
• After app store submission: No refund

3.4 Cloud & DevOps Services

• Setup services: Refund based on services not yet implemented
• Ongoing services: 30-day notice required, prorated refund for unused period
• Migration services: Milestone-based refund calculation

3.5 UI/UX Design Services

• Before initial concepts: 90% refund
• After concept approval: 60% refund
• During revision phase: 40% refund
• After final delivery: No refund

3.6 IT Consulting Services

• Hourly consulting: No refund for completed hours
• Project-based consulting: Refund for undelivered milestones
• Retainer services: 30-day notice, unused portion refunded

4. Non-Refundable Items

The following are non-refundable under any circumstances:

• Third-party license fees and subscriptions
• Domain registration and hosting setup fees
• App store registration and submission fees
• Completed and delivered milestones
• Training and knowledge transfer sessions
• Documentation and deliverables already provided
• Rush delivery charges
• Travel and accommodation expenses

5. Cancellation Process

5.1 Client-Initiated Cancellation

To cancel a project or service:

1. Send written notice to contact@lotusenterprises.shop
2. Include project details and reason for cancellation
3. Allow 48-72 hours for LOTUS to assess work completed
4. Receive detailed breakdown of refund calculation
5. Approve refund amount and provide refund details

5.2 LOTUS-Initiated Cancellation

LOTUS ENTERPRISES may cancel projects in cases of:

• Non-payment despite multiple reminders
• Scope changes beyond reasonable limits
• Client non-cooperation affecting project progress
• Illegal or unethical project requirements

In such cases, clients receive refunds for undelivered work minus any costs incurred.

6. Refund Calculation Method

6.1 Work Completed Assessment

Refunds are calculated based on:

• Percentage of project completion
• Resources allocated and time invested
• Deliverables completed and approved
• Third-party costs incurred
• Administrative and setup costs

6.2 Milestone-Based Projects

For projects with defined milestones:

• Completed milestones: 100% retained by LOTUS
• In-progress milestones: Prorated based on completion
• Future milestones: Full refund minus administrative costs

7. Refund Processing

7.1 Timeline

• Refund assessment: 3-5 business days
• Client approval of refund amount: 2 business days
• Refund processing: 7-10 business days
• Bank transfer completion: 2-5 business days

7.2 Refund Methods

Refunds are processed via:

• Bank transfer (NEFT/RTGS) - Preferred method
• Original payment method (where possible)
• Cheque (for amounts above ₹50,000)

7.3 Refund Documentation

All refunds include:

• Detailed breakdown of calculation
• Work completion summary
• Refund transaction receipt
• Updated project closure documentation

8. Modification and Scope Changes

8.1 Minor Modifications

Small changes (up to 10% of project scope) may be accommodated without additional charges, subject to timeline adjustments.

8.2 Major Modifications

Significant changes require:

• Formal change request documentation
• Impact assessment on timeline and cost
• Client approval of revised terms
• Amendment to original agreement

9. Dispute Resolution

9.1 Internal Resolution

Refund disputes are first handled through:

• Direct discussion with project manager
• Escalation to senior management
• Review by independent internal committee

9.2 External Mediation

If internal resolution fails, disputes may be submitted to:

• Professional mediation services
• Industry arbitration panels
• Legal proceedings as a last resort

10. Special Circumstances

10.1 Force Majeure

In cases of natural disasters, government actions, or other uncontrollable events:

• Projects may be suspended without penalty
• Refunds calculated based on work completed
• Option to resume when circumstances permit

10.2 Technical Impossibility

If project requirements become technically impossible:

• Full disclosure of technical limitations
• Alternative solution proposals
• Full refund if no viable alternatives exist

11. Ongoing Service Cancellations

11.1 Monthly Services

• 30-day written notice required
• Services continue until end of current billing cycle
• No refund for partial months
• Data backup and transfer assistance provided

11.2 Annual Services

• 90-day written notice required
• Prorated refund for unused months
• Early termination fee may apply (10% of remaining amount)
• Transition support included

12. Client Responsibilities

To be eligible for refunds, clients must:

• Provide formal written cancellation notice
• Return all proprietary LOTUS materials
• Cooperate with work completion assessment
• Settle any outstanding invoices
• Provide accurate refund processing information

13. Exceptions and Limitations

13.1 Time Limitations

Refund requests must be made within:

• 30 days of project completion for quality issues
• 90 days for billing disputes
• 1 year for major technical failures

13.2 Minimum Refund Amount

Refunds below ₹1,000 may be processed as credits for future services to avoid processing costs.

14. Policy Updates

This policy may be updated to reflect:

• Changes in business practices
• Legal or regulatory requirements
• Industry standard modifications
• Client feedback and improvements

Clients will be notified of significant changes via email and website updates.

15. Contact Information

For refund requests, cancellations, or policy questions:

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LOTUS ENTERPRISES is committed to fair and transparent business practices. This Refund & Cancellation Policy ensures that both our company and our clients are protected while maintaining the flexibility needed for successful IT projects. We encourage clients to discuss any concerns early in the project lifecycle to avoid cancellation scenarios.