Compliance

Customer Protection and Refunds Policy
Updated May 11, 2009
Netsoft Informatics Pvt Ltd (hereinafter referred to as Netsoft) has designed this Customer Protection and Refunds Policy specifically for our prospective and current customers, to provide information and guidance on procedures that we follow in protecting their interests. This policy also defines circumstances in which a refund is considered and/or applicable.

By registering as a Netsoft customer at NetsoftCreative.com, NetsoftGlobal.com, GoToReservations.com, GoToThemes.com, GoToCampaign.com, UXInsights.com, or any of other websites and services owned and operated by Netsoft, you agree with and accept all of the terms and conditions outlined in this policy.

Scope
§ This policy only covers products and services developed and provided directly by Netsoft. The following list identifies the coverage areas of this policy
§ This policy does NOT apply to the practices of companies that Netsoft does not own or control, or of persons that Netsoft does not employ or manage directly, including any third-party service and/or product providers bound by contract, and any third-party websites to which Netsoft’s websites link.
§ In circumstances where a project or solution contains services/products offered by Netsoft, as well as third-party components, the policy only applies to the services and products offered directly by Netsoft. All third-party components are excluded from the purview of this refunds policy.

Dispute Resolution Process
Netsoft takes every engagement, whether for a product, service or a complete solution, seriously and exercises due care in delivering value to our customers. Regardless of its dollar value, every order receives the attention it deserves as it moves from presales, through design and engineering, and delivery. In the unlikely event of a customer’s expectations not being met with our deliveries, we engage a defined dispute resolution process to amicably settle the issue in the interest of both the parties.
The Dispute Resolution Process is 3-phase process designed to engage both sides in a meaningful, result-oriented discussion on resolving the issue.
§ Phase 1. Initiation
Customer writes to disputes@netsoftglobal.com regarding the situation and the nature of the problem he or she is facing with the delivery at Netsoft. This message is delivered to our portal, and is automatically routed to our Delivery, Support, and Customer Services Teams, with an alert to our Unified Program Management Office (UPMO) on the issue.

§ Phase 2. Customer Service Resolution
Our Customer Services Team contacts the customer within 24 hours to a get better view of the situation and resolve the issue quickly, even as our UPMO keeps a track of the situation.

§ Step 3. Executive Management Escalation
In the event that a satisfactory resolution cannot be found within 72-96 hours of a complaint being filed (usually 3-4 business days), the issue is automatically escalated to our executive management. A conference call is then arranged with a member of the executive management (CxO level) and/or the respective teams, Customer Service and Delivery Managers, to come to an understanding and to settle outstanding issue/s quickly.

All stages of this process are documented and a record is kept of all message exchanges to provide a transparent and consistent version of the facts to all parties concerned. The phases and their respective timeline provided is indicative and the process may be speeded or impeded based on a number of factors, including, though not limited to, the size of your project and the nature of the dispute.

Refunds and Eligibility
If none of the above steps help, the customer can file a formal ‘Refund Claim’ via a secure form on the NetsoftGlobal.com website. Following this formal filing, the actual liability for the refund request is determined for the services and products provided by Netsoft. You can use the following table to guide you in the process and determine the applicability, nature and quantum of refunds considered.

Netsoft follows a policy of Full Refund within 60 calendar days of the initiation of an engagement, if the following conditions are fulfilled:
For Project-based engagements:
§ The project has not been initiated by Netsoft for any reason whatsoever
§ The initial design style is not approved
For Product Sales
§ The product has not been delivered to the customer
§ The customer has reviewed the End-User License Agreement (EULA), does NOT agree to the terms, AND does NOT install or use the product.
For Services
§ No Service Provisioning or Delivery Activities have been carried out by Netsoft
§ No Deliverables have been produced by Netsoft as on the date of filing of a Refunds Claim

Design and Usability Services
Web and Graphic Design
If we fail to deliver as per our delivery deadlines and policy after the initial design style is approved, or if you change your mind at any stage following the approval of the design style, we will issue a partial refund according to the proportion of the work completed.
If the project has moved to a ‘functionally complete’ stage (beta delivery), no refunds will be issued.
Usability and User Experience Services
Partial refund, in inverse proportion of the work completed, is issued in cases where a preliminary Usability Study has been conducted and approved. If a detailed usability study has been conducted, or the application UI strategy has been designed, no refunds are issued.
Programming Services General Programming
IMPORTANT: Every web and software programming project is initiated with a formal contract. This policy is applicable ONLY if no refunds clause is mentioned in your contract. Partial refund will be issued as per the discretion of the service provider if the project has not been completed as per the delivery policy and agreed upon contract.

This will be calculated as per the proportion of the project completed by Netsoft and the proportion that is left to be completed as per the pre-defined scope of the project. Dedicated Resourcing Proportionate amount will be refunded if the client decides to cancel the order at any point of time.

No refund is applicable for time already worked if any of the following conditions are met:
§ The client has approved the timesheets submitted by the resource.
§ No adverse comment is received by the Relationship Manager or the Project Manager assigned within 7 days of filing a timesheet Guiding Principles for Refunds

Netsoft processes all claims for refund in good faith and observes the following guiding principles for refunds:
§ Refunds are ONLY processed for customers without a delinquency in the payment history. Customers that disregard the standard business practices of timely invoice payments are not eligible for refunds at any stage whatsoever.
§ Netsoft is NOT responsible for delays caused by communication delays and lack of response from the client, and does not process refunds in these cases.
§ Netsoft’s Business Analysts try hard to elicit requirements from the client at every stage in the project, and to clearly specify these requirements in functional specifications and design documentation, including prototypes. Netsoft does NOT process refunds in situations where a customer does not provide sufficient information to execute a project successfully.
§ Netsoft does NOT process refund requests for product offerings where a customer ‘changes his mind’ on the product after installation and use.
§ Netsoft does not provide any compensation for the delay of delivery under any circumstances.

Limitation of Liability
Netsoft’s liability is limited to the value of the portion of the project (as per Netsoft’s proposal) which stands incomplete at any given point of time. Netsoft cannot be held responsible for losses arising out of the services delivered / not delivered at any point in time due to any reasons, specifically force majeure situations.
The liability to refund arises only once the project has been cancelled by the client and such cancellation has been communicated to Netsoft via the automated process.

Processing of Refunds
All refunds are processed and mailed within 5 business days of the cancellation date and can be made via Credit Card Refund, PayPal transfers to the client, Credit Memo for future use, or a manner mutually discussed with the client.

Changes
This policy is provided only as guidance to our customers and to demonstrate our commitment to fairness in customer dealings. Netsoft reserves the right to amend, alter or scrap this policy, without any notice, prior approval or liability. Our products, services and solutions are subject to change at our sole discretion. You can set an alert on this policy page so you are alerted whenever there is any change in this policy.

Your continued use of Netsoft’s products, services and solutions after any such amendments have been made signifies your acceptance thereof.

Contact us
If you have questions or suggestions about this policy document please use the feedback form, or send an email to concierge@netsoftglobal.com.