Cancellation & Refund Policy

Effective Date: January 1, 2025 | For Payment Gateway Activation Compliance

Important: This policy is designed to comply with payment gateway provider requirements (Razorpay, Stripe, PayPal, etc.) and consumer protection regulations.

1. Overview

MSD Software Solutions offers professional Shopify development services with transparent cancellation and refund policies. This document outlines your rights and our procedures for service cancellations and refund requests.

2. Service Cancellation Policy

2.1 Client-Initiated Cancellation

Clients may cancel services according to the following terms:

1

Written Request
Submit cancellation via email

2

Review Period
2 business days for assessment

3

Settlement
Calculate work completed

4

Finalization
Issue refund if applicable

2.2 Cancellation Timeframes

Fixed-Price Projects:

  • Within 24 hours of payment: Full refund (minus payment gateway fees)
  • After project initiation: Pro-rata refund based on work completed
  • After 50% completion: No refund, only project completion or credit note

Retainer/Subscription Services:

  • Monthly retainer: Cancel anytime with 30 days notice
  • Unused retainer hours: Converted to credit or refunded pro-rata
  • Annual subscription: Refund pro-rata for unused months

3. Refund Eligibility & Processing

3.1 Eligible for Refund

Refunds are provided in the following situations:

  • Service not delivered as per agreed specifications
  • Project cancelled before significant work begins
  • Duplicate or erroneous payments
  • Technical failure preventing service delivery
  • Breach of contract by MSD Software Solutions

3.2 Not Eligible for Refund

No refunds are provided for:

  • Services already rendered and delivered
  • Change of mind after project commencement
  • Client-provided requirements that change mid-project
  • Third-party costs (Shopify subscriptions, app costs, domain fees)
  • Projects where development work exceeds 50% completion

3.3 Refund Amount Calculation

Refunds are calculated as:

4. Refund Processing Timeline

Standard Refund Process:

  • Refund Request Received: Day 1
  • Review & Verification: 2-5 business days
  • Approval & Processing: 1-2 business days
  • Bank Processing: 5-10 business days
  • Total Estimated Time: 8-17 business days

Note: International refunds may take additional 3-5 business days

5. Payment Gateway Specific Policies

5.1 Razorpay Compliance

5.2 Stripe Compliance

5.3 PayPal Compliance

6. Chargeback & Dispute Resolution

Important: We consider chargebacks as fraudulent if the service was delivered as agreed. In case of chargeback:

  • All services are immediately suspended
  • Legal action may be initiated for fraudulent chargebacks
  • Client is responsible for all chargeback fees ($15-$100)
  • Future services will require advance payment only

We encourage direct communication to resolve issues before initiating chargebacks.

7. How to Request Cancellation/Refund

To request cancellation or refund:

  1. Email info@msdsoft.in with subject: "Cancellation/Refund Request - [Your Project ID]"
  2. Include:
    • Full name and contact information
    • Project ID or invoice number
    • Reason for cancellation/refund
    • Payment transaction ID
  3. Our team will respond within 24 business hours
  4. Complete any required forms or documentation

8. Contact for Refund Queries

Refund Department Contact:

9. Policy Updates

We reserve the right to update this policy. Current version is always available on our website. Material changes will be communicated to active clients.

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