Refund and Cancellation Policy

Last updated: 29 July 2026. This version replaces all earlier versions.

This policy explains when you can cancel work with e10 Infotech Private Limited, what is refundable, what is not, and how long a refund takes. It applies to services bought through this website and to project engagements, unless your signed project document sets different terms, in which case that document applies.

1. What this policy covers

We sell professional services and software subscriptions rather than physical goods. Everything is delivered electronically, so nothing is shipped and there is no physical return. Refunds are therefore assessed on work performed and costs committed rather than on returned items.

2. Service delivery

Access, credentials, files or deliverables are issued electronically to the email address or repository you nominate. Discovery calls and audits are normally delivered within a few working days of payment. Project work follows the timeline in the signed proposal or statement of work. Subscriptions activate immediately on successful payment. If a delivery date is at risk we tell you before it passes, with a revised date.

3. Cancelling before work starts

If you cancel in writing before we begin, we refund any advance in full, less any third party cost we have already committed on your behalf, such as a licence, domain or stock asset. Tell us at hello@e10infotech.com and we will confirm the amount before processing.

4. Cancelling after work starts

Once work has begun, time already spent is billable. We refund the unused balance of the current milestone on a pro rata basis, calculated on the hours and costs logged to the date we receive your notice. You keep the work produced up to that point, and we hand it over once the account is settled. Where a project is fixed price and a milestone is complete and delivered, that milestone is not refundable.

5. Retainers and ongoing services

Monthly retainers, marketing management and maintenance plans can be cancelled with thirty days written notice. The current billing month is not refundable because the team and capacity are already allocated, and notice takes effect at the end of the following cycle. Unused hours do not carry forward beyond the terms of your plan.

6. Software subscriptions

For our own software products bought on subscription, a first time subscriber may request a refund within seven days of the initial payment where the product has not been substantially used. Renewals are not refundable, so cancel before the renewal date if you do not want to continue. You keep access until the end of the period you have paid for. Cancel at any time from your account or by writing to hello@e10infotech.com.

7. What is not refundable

• Work already performed, delivered or approved
• Advertising budget already spent on a platform, and any spend a platform will not return
• Third party licences, plugins, themes, fonts, stock assets, domains, certificates and hosting once purchased in your name or for your project
• Payment gateway and bank charges, and currency conversion differences
• Discovery, audit and consulting sessions that have taken place
• Subscription renewals, and the current month of a retainer
• Requests based on a change of mind after a deliverable has been accepted, or on outcomes we did not guarantee, such as a particular ranking, traffic level or revenue figure

8. When we will refund in full

We refund in full, and say so plainly, where we have not started the work, where we cannot deliver what was agreed and no acceptable alternative is available, where you were charged in error or charged twice, or where a defect in a deliverable is our responsibility and we cannot remedy it within a reasonable period.

9. Fixing things first

Most concerns are faster to resolve than a refund. If a deliverable is not what was scoped, tell us within fifteen days of delivery and we will correct it against the agreed scope at no extra charge. Rework outside the agreed scope is quoted as a change request.

10. How to request a refund

Write to hello@e10infotech.com from the email address on the account, with the invoice or order reference, the amount, and what you would like refunded and why. We acknowledge within three working days, tell you what we have decided and why, and set out the amount and timing. If we need more information we will ask once and clearly.

11. How refunds are paid

Approved refunds go back to the original payment method and in the original currency. We aim to initiate within seven working days of approval. Banks, card networks and gateways then take their own time to post the credit, commonly a further five to ten working days. Where the original method is unavailable we agree an alternative in writing.

12. Chargebacks

Please raise a dispute with us before asking your bank or card issuer to reverse a payment. A chargeback filed without contacting us first delays resolution for both sides, and we may suspend live work while it is open. We will always provide the records a payment provider asks for.

13. Disputes

If we cannot agree, the escalation route and the governing law in our terms of service apply. Indian law governs, and the courts at Mumbai, Maharashtra have exclusive jurisdiction.

How to contact us

e10 Infotech Private Limited

B-110, Bhoomi Hills, Thakur Village, Kandivali East, Mumbai, Maharashtra, India 400101

• General enquiries: hello@e10infotech.com
• Privacy and data requests: privacy@e10infotech.com
• Phone: +91 86574 40720

You can also reach us through the contact page.

Frequently asked questions

Can I get a refund if you have not started work?

Yes. Cancel in writing before we begin and we refund the advance in full, less any third party cost already committed for you, such as a licence or domain.

What happens if I cancel mid project?

Time already spent is billable. We refund the unused balance of the current milestone pro rata, hand over the work produced, and close the account.

Is advertising spend refundable?

Only if it is unspent and the platform will return it. Budget already delivered as impressions or clicks cannot be recovered.

How much notice do I need to cancel a retainer?

Thirty days in writing. The current billing month is not refundable because capacity is already allocated.

Do you refund software subscription renewals?

No. Renewals are not refundable, so cancel before the renewal date. First time subscribers can ask for a refund within seven days if the product has not been substantially used.

How long does a refund take to reach me?

We aim to initiate within seven working days of approval. Your bank or card network typically takes a further five to ten working days to post the credit.

Where will the refund be paid?

To the original payment method and in the original currency. If that method is no longer available we agree an alternative with you in writing.

What if the work is not what I expected?

Tell us within fifteen days of delivery. If it does not match the agreed scope we correct it at no extra charge. Changes beyond the scope are quoted separately.

Do you refund if my rankings or sales do not improve?

No. We deliver the agreed work with reasonable skill and care, but commercial outcomes depend on factors outside our control and are never guaranteed.

Do you ship anything physically?

No. All services, files and access are delivered electronically, so there is no shipping and no physical return.

Should I raise a chargeback with my bank?

Please contact us first. A chargeback filed before speaking to us slows resolution and we may suspend live work while it is open.

Which document wins if my contract says something different?

Your signed proposal, statement of work or master services agreement takes precedence over this policy for that project.