Refund and Returns Policy
Introduction
At ITHelm, we strive to provide the highest quality software development services to our clients. We understand that situations may arise where you may need to request a refund or return. This Refund and Returns Policy outlines our terms and conditions regarding refunds and returns of our services. By engaging our services, you agree to the terms set forth in this policy.
Services Covered
This policy applies to all software development services provided by ITHelm, including but not limited to:
- Custom software development
- Web development
- Mobile application development
- Software consulting services
- Maintenance and support services
Refund Eligibility
We offer refunds under the following circumstances:
- Service Non-Delivery: If we fail to deliver the service within the agreed timeframe and no significant work has been done, you may be eligible for a full refund.
- Service Deficiency: If the delivered service does not meet the specifications outlined in the agreed project scope and we are unable to rectify the issue, you may be eligible for a partial or full refund based on the extent of the deficiency.
- Project Cancellation: If you decide to cancel the project before the commencement of work, you may be eligible for a full refund of any advance payments made. If the project is canceled after work has commenced, the refund amount will be based on the amount of work completed and any non-recoverable costs incurred by ITHelm.
Refund Process
To request a refund, please follow these steps:
- Contact Us: Send an email to our support team at support@ithelm.com with your project details and the reason for the refund request.
- Review and Assessment: Our team will review your request and assess the situation based on the terms outlined in this policy.
- Decision and Communication: We will communicate our decision to you within 10 business days. If approved, the refund will be processed using the original method of payment within 15 business days.
Returns for Tangible Products
If ITHelm provides any tangible products (such as software installation media, documentation, or hardware), returns will be accepted under the following conditions:
- Return Period: Products must be returned within 30 days of receipt.
- Condition: Products must be in their original condition, unopened, and undamaged.
- Return Process: Contact our support team to obtain a return authorization. You will be responsible for return shipping costs unless the return is due to our error.
Non-Refundable Situations
Refunds will not be provided under the following circumstances:
- Change of Mind: If you change your mind after the commencement of work or after the delivery of services.
- Scope Changes: If additional work beyond the original project scope is requested and performed.
- Third-Party Issues: If issues arise due to third-party integrations, services, or products not provided by ITHelm.
- Client Delays: If delays are caused by the client, including but not limited to failure to provide required information or resources.
Contact Information
For any questions or concerns regarding our Refund and Returns Policy, please contact us:
- Email: support@ithelm.com
- Phone: +92-332-009-3272
- Address: Bahria Town Phase 4, Islamabad
Changes to This Policy
ITHelm reserves the right to modify this Refund and Returns Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. We encourage you to review this policy periodically to stay informed about our refund and returns procedures.
Thank you for choosing ITHelm. We appreciate your business and are committed to providing exceptional software development services.