Refund & Cancellation Policy

Last Updated: 1 July 2026 · Effective Date: 1 July 2026

At Allans, exceptional sales solutions are delivered with transparent business relationships. This Refund and Cancellation Policy outlines the terms governing refunds, cancellations, and payment adjustments for our services, and complies with the Consumer Protection Act 2019, IT Act 2000, and GST Act 2017. It should be read with our Terms & Conditions, Privacy Policy, and specific service agreements.

1. General Policy Overview

Our policy balances fairness to clients with protection of our business interests, reflecting the custom nature of sales services. Key principles: refunds are evaluated case-by-case considering project stage and work completed; early-stage cancellations are treated more favourably; custom work that has started is generally non-refundable as it cannot be resold; quality issues are addressed through corrections rather than refunds; all decisions comply with Indian law; and all requests must be in writing.

The policy applies to all project-based services, subscription services, consulting and training, and fixed-price, time-and-materials, and retainer arrangements.

2. Project-Based Services Refund Policy

2.1 Pre-Development Stage

• Before contract signing: 100% refund of advance payments, deposits, or consultation fees, processed within 7–10 business days.
• After signing, before work starts: refund of advance minus a 10% administrative fee, processed within 10–14 business days.
• After initial consultation: refund minus consultation and planning costs plus a 15% administrative fee.
• After detailed planning phase: refund minus costs for completed planning deliverables plus a 20% administrative fee.

2.2 Development Stage

Once active work has started, refunds are calculated on project completion: 0–25% completion, 60% of remaining project value; 26–50%, 40% of remaining value; 51–75%, 20% of remaining value; 76–100%, no refunds. "Completed work" includes approved designs, tested code, configured systems, purchased licences, integrations, documentation, testing, and training delivered.

2.3 Post-Delivery Stage

After delivery, acceptance, and sign-off, no refunds apply for completed deliverables. A warranty period (30–90 days) covers correction of defects at no additional cost. Change requests are treated as new work, and post-warranty support is available through separate maintenance agreements.

2.4 Milestone-Based Projects

Refunds apply to milestones not yet initiated; completed and accepted milestones are non-refundable; a milestone in progress follows the stage-based percentages above.

3. Subscription and Recurring Services

Monthly subscriptions: 15 calendar days' notice before the next cycle; no partial-month refunds; auto-renewal charges are non-refundable once processed. Annual subscriptions: within 30 days, pro-rated refund minus 10% fee; 31–90 days, pro-rated minus 20% fee; after 90 days, no refunds (early termination at 50% of remaining value). Maintenance and support contracts: minimum 30 days' notice; no refunds for unused hours; prepaid annual contracts non-refundable after service starts. Free trials are non-refundable.

4. Consultation and Training Services

For scheduled sessions: 7+ days before, 100% refund; 4–6 days, 75%; 2–3 days, 50%; less than 48 hours, no refund; no-show, no refund. Completed sessions are non-refundable, with a complimentary follow-up offered for quality concerns. Multi-session packages are refundable for unconducted sessions only.

5. Non-Refundable Items

The following are non-refundable: third-party costs (software licences, data and list purchases, APIs); approved plans and set-up work; delivered lists, reports, and documentation; conducted calling and outreach sessions; expedited service fees; payment processing fees; completed research phases; travel expenses; third-party integration costs; licence activations; change-order work; and late-payment penalties. These items are deducted from any refund calculation.

6. Quality and Performance Issues

Deliverables that fail to meet documented requirements are corrected at no additional cost during the warranty period, with priority response for critical issues. Refunds for quality issues are considered only where there is fundamental non-conformance, critical unusability, or inability to correct within reasonable timeframes, with timely written reporting and good-faith cooperation. Subjective preferences, out-of-scope features, client-infrastructure issues, and user error are not valid grounds.

7. Cancellation Procedures

To cancel: (1) submit a written request to [email protected]; (2) receive acknowledgement within 2 business days; (3) receive an assessment within 5–7 business days; (4) receive a detailed refund calculation; (5) execute a written settlement agreement; (6) complete final settlement. Notice periods: project-based, any time; monthly subscriptions, 15 days; annual subscriptions and maintenance contracts, 30 days.

8. Refund Processing

Approved refunds are issued to the original payment method, by bank transfer, by international wire, or as a credit note by mutual agreement. Refunds are initiated within 10–15 business days after the settlement agreement, with the complete process taking 15–30 business days. GST refunds are processed at original invoice value with a credit note issued per the GST Act 2017.

9. Payment Disputes

Disputed invoices must be raised in writing within 10 days, with the undisputed portion paid by the due date. Chargebacks should be preceded by direct communication; disputed chargebacks may result in service suspension and chargeback fees. Genuine billing errors are corrected within 5 business days.

10. Special Circumstances

For force majeure events, company performance issues, genuine client hardship, or regulatory requirements, refund terms may be applied with greater flexibility or as required by law, with both parties working in good faith toward an equitable resolution.

11. Taxes and Fees

GST refunds are processed with a proportionate reversal and credit note; if input tax credit was claimed, reversal is the client's responsibility. TDS refunds are claimed by the client from tax authorities. Payment gateway fees, bank transfer fees, forex charges, and administrative charges apply as specified.

12. Client Responsibilities

Clients agree to communicate cancellation requests promptly, respond to assessments within reasonable timeframes, settle all outstanding payments before refunds are processed, return or delete unpaid work-in-progress and materials, and cooperate in good faith with settlement.

13. Policy Amendments

We reserve the right to modify this policy at any time, with changes posted on our website and email notification for material changes. For active projects, terms in effect at contract signing continue to apply unless mutually agreed otherwise.

14. Governing Law

This policy is governed by the Consumer Protection Act 2019, Indian Contract Act 1872, GST Act 2017, and IT Act 2000. Disputes are subject to the exclusive jurisdiction of the courts of Mumbai, Maharashtra, India, and may be escalated to arbitration per our Terms & Conditions.

Contact Us

Allans
Registered Office: 101, Parvati CHSL, Chakala, Andheri East, Mumbai, Maharashtra 400059, India

Email: [email protected]
Phone: +91-91369-58750
Website: www.allans.in
LinkedIn: linkedin.com/company/allans

Business Hours: Monday to Friday 10:00 AM – 7:00 PM IST · Saturday 10:00 AM – 2:00 PM IST · Sunday Closed