Refund Policy

At WebPino Softwares, we stand behind our work with a comprehensive money-back guarantee. This policy outlines the terms and conditions for refunds on our web development services.

1. Our Money-Back Guarantee

We are so confident in our ability to deliver quality work on time that we offer a unique guarantee: If we fail to deliver your complete, functional web project within the agreed timeline (based on your project plan), you can request a full refund.

Delivery Timelines by Project Type:

• Landing Pages: 3-5 working days
• Business Website (15-20 pages): 10-15 working days
• Mid Level Projects: 20-30 working days
• E-commerce Basic: 25-35 working days
• Mobile App: 30-45 working days
• Large SaaS/Enterprise: 45-60 working days

Important Note on Timeline: All timelines refer to working days and exclude:

• 5-Day Work Week: We operate Monday to Friday only (Saturday and Sunday are non-working days)
• Company holidays (Indian national holidays)
• Standard company leaves (we will inform you in advance)

1.1 What "Complete Delivery" Means

• All agreed-upon features and functionalities are implemented and working
• Website is fully responsive and tested across devices
• All content provided by you is integrated properly
• Website is deployed and accessible online (if hosting is part of the scope)
• Source code, documentation, and login credentials are provided

1.2 Conditions for the Timeline Guarantee

The agreed timeline is valid when:

• Project scope is clearly defined and agreed upon in writing before the start
• Client provides all required content (text, images, videos, etc.) within 3 business days of project start
• Client responds to review requests within 24-48 hours
• No major scope changes are requested during development
• Project falls within our standard pricing plans (₹1,500 to ₹1,25,000+)

2. Refund Eligibility Criteria

You are eligible for a full or partial refund in the following situations:

2.1 Full Refund (100%)

You qualify for a complete refund if:

• Missed Deadline: We fail to deliver the complete project within the agreed timeline (when all client obligations were met)
• Project Cancellation (Within 7 Days): You cancel the project within 7 days of the initial payment and no substantial work has been completed
• Failure to Start: We fail to begin work within 3 business days of receiving initial payment
• Major Quality Issues: Delivered project has critical bugs that cannot be fixed, or doesn't match the agreed specifications at all

2.2 Partial Refund (50% Option)

The 50% refund option (Option 2 in our guarantee) works as follows:

• Calculation: You receive 50% of whatever amount you have already paid
• Example: If you paid ₹25,000 advance, you get back ₹12,500
• If you paid full amount: You get back 50% of the total project cost
• Plus Full Handover: Along with the refund, you get complete project handover with source code, documentation, and all completed work

Other Partial Refund Situations:

You may qualify for a prorated partial refund based on work completed if:

• Client-Initiated Cancellation: You decide to cancel the project after work has begun but before 50% completion
• Scope Changes: You significantly change project requirements mid-development and decide not to proceed
• Client Delays: Project extends beyond agreed timeline due to client-side delays (content not provided, feedback delays, etc.)

Prorated refund calculation for client-initiated cancellations:

• Less than 25% completed: 75% refund of amount paid
• 25-50% completed: 50% refund of amount paid
• More than 50% completed: No refund (project can be completed or delivered as-is)

3. Non-Refundable Situations

Refunds will NOT be provided in the following cases:

3.1 Client-Related Issues

• Client fails to provide required content, feedback, or access within reasonable timeframes
• Client requests multiple major scope changes or additions beyond original agreement
• Client disappears or becomes unresponsive for more than 7 days without notice
• Client's hosting or third-party services cause delays or issues

3.2 Project Completion Issues

• Project is completed and delivered within the agreed timeline
• Client refuses to accept the completed project without valid technical reasons
• Minor cosmetic issues that don't affect core functionality
• Client's subjective preferences change after approval of designs/mockups

3.3 Post-Delivery Issues

• Issues arising after the 30-day warranty period (unless covered by separate maintenance agreement)
• Problems caused by client modifications to code or content
• Third-party service failures (hosting, email services, payment gateways, etc.)
• Client requests refund after more than 60 days of project completion

3.4 Third-Party Costs

Important: All third-party costs are client's responsibility and are NOT included in our project fees. These costs are non-refundable as they are paid directly to third-party providers:

• Domain registration fees and renewals
• Web hosting charges (monthly/yearly)
• SSL certificates purchased
• Third-party API subscription fees
• Payment gateway setup and transaction fees
• Email service provider costs
• Premium plugins or licensed software
• Stock photos, fonts, or other licensed assets purchased for the project

These costs remain with the client regardless of project outcome or refund status.

3.5 Post-Delivery Updates & Changes

After project completion and final delivery:

• New feature requests or updates are charged separately
• Minimum charge: ₹1,000 per day
• Final cost depends on functionality complexity and requirements
• Post-delivery changes are not covered under the refund policy
• Minor bug fixes within 30-day warranty period are free

4. Refund Process

4.1 How to Request a Refund

1. Contact Us: Send a refund request via WhatsApp (+91 7014660763) or email (support@webpino.com)
2. Provide Details: Include your project details, reason for refund, and supporting documentation
3. Review Period: We will review your request within 3 business days
4. Resolution Discussion: We may schedule a call to discuss concerns and potential solutions
5. Decision: You will receive a decision on your refund request within 5 business days

4.2 Refund Processing Timeline

• Approved refunds will be processed within 7-10 business days of approval
• Refunds will be issued to the original payment method used
• Bank processing may take an additional 5-7 business days depending on your financial institution
• You will receive a confirmation email once the refund is processed

4.3 Required Information for Refund

To process your refund, please provide:

• Project name and start date
• Original payment receipt or transaction ID
• Detailed reason for refund request
• Communication history (if claiming non-delivery or delays)
• Bank account details (if original payment method is no longer valid)

5. Alternative Resolutions

Before requesting a refund, we encourage you to consider these alternatives:

5.1 Project Revision

• We can revise specific elements that don't meet your expectations
• Schedule a call to discuss concerns and potential solutions
• One round of minor revisions is included in the original price

5.2 Timeline Extension

• If delays are mutual, we can agree on a new timeline
• No additional charges for reasonable extensions
• Updated milestones and deliverables clearly defined

5.3 Scope Adjustment

• Reduce project scope to meet timeline and budget
• Phase the project into multiple deliverables
• Prioritize essential features first

5.4 Project Handover

• Receive completed portions of the project
• Get source code and documentation for work completed so far
• Continue development with another team or in-house

6. Dispute Resolution

6.1 Internal Review

If you disagree with a refund decision:

• Request an internal review by our senior management
• Provide additional documentation or evidence
• Schedule a video call to discuss the situation

6.2 Mediation

If internal resolution is not satisfactory:

• We can agree to third-party mediation
• Costs of mediation will be shared equally
• Both parties agree to act in good faith

7. Special Cases

7.1 White-Label Projects

For agency partners using our white-label services:

• Same refund policy applies
• Confidentiality is maintained throughout the refund process
• We never contact your end clients directly
• Refunds are processed to the agency, not end clients

7.2 Multiple Projects

If you have multiple projects with us:

• Each project is evaluated independently
• Refund on one project doesn't affect others
• Good standing projects continue as normal

7.3 Recurring Services

For ongoing maintenance or subscription services:

• Cancel anytime with 7 days notice
• Prorated refund for unused portion of current billing period
• No refund for already-consumed services

8. What Happens After a Refund

8.1 Intellectual Property

Upon issuing a full refund:

• All intellectual property rights revert to WebPino Softwares
• You must discontinue use of any code, designs, or materials provided
• We may reuse generic code components in other projects
• Custom branding and client-specific content remain yours

8.2 For Partial Refunds

• You own the work completed up to the cancellation point
• We provide all completed code and assets
• Incomplete features are not included
• Documentation for completed work is provided

8.3 Data and Content

• All your original content (text, images, documents) will be returned
• We delete all project files from our servers within 30 days
• Backup copies are maintained only for legal record-keeping

9. Warranty Period

Even without a refund, all completed projects include:

• Free Support Period: Bug fixes and technical issues resolved at no charge (1-3 months depending on plan)
• Functionality Guarantee: All agreed features work as specified
• Code Quality: Clean, documented, maintainable code
• Browser Compatibility: Works on all modern browsers
• Mobile Responsiveness: Optimized for all device sizes

10. Contact for Refund Requests

To discuss a refund or raise concerns about your project:

10.1 Primary Contact Methods

• WhatsApp: +91 7014660763 (fastest response)
• Email: support@webpino.com
• Phone: +91 7014660763 (Mon-Sat, 10 AM - 7 PM IST)

10.2 Response Times

• Initial acknowledgment: Within 24 hours
• Detailed review: Within 3 business days
• Final decision: Within 5 business days
• Refund processing: 7-10 business days after approval

11. Policy Updates

We may update this refund policy from time to time. Any changes will:

• Be posted on this page with an updated "last modified" date
• Apply to projects started after the update
• Not affect ongoing projects (original policy terms apply)
• Be communicated to active clients via email

12. Transparency Commitment

At WebPino Softwares, we believe in complete transparency:

• Clear communication throughout the project
• Regular progress updates and demos
• Honest timelines and realistic commitments
• Fair and reasonable refund decisions
• No hidden clauses or surprise terms