# Refund and Cancellation Policy
1. Introduction
At Dixilence ERP & IT Innovation Pvt. Ltd. we aim to provide reliable software products and IT services to our customers.
This Refund and Cancellation Policy explains the conditions under which customers may request a refund or cancel a purchase of our software products, subscriptions, account setup services, and related IT services.
By purchasing our products or services, customers acknowledge that refund and cancellation requests are subject to the conditions described below and applicable law.
2. Refund Eligibility Period
1. Customers may request a refund within **7 calendar days from the date of purchase**.
2. The refund request must be submitted through our official contact channels within this period.
3. The customer must complete the applicable Know Your Customer (KYC) verification process associated with the purchased product or service.
4. The customer must provide the purchase reference, payment details, and any information reasonably required to verify the transaction.
5. Refund requests will be reviewed and processed according to this policy and applicable law.
Submitting a request within seven days does not automatically guarantee the refund. The applicable deduction rules below will determine the refund amount.
3. KYC Verification Requirements
KYC verification is required to verify the customer's identity, account ownership, and purchase details.
Customers requesting a refund must complete the applicable KYC process and provide accurate information and supporting documents when requested.
If verification is incomplete, we may request additional information and pause processing until verification is completed, to the extent permitted by applicable law. We will not use incomplete verification to deny a refund where doing so would violate applicable law.
4. Refund Before Service Setup
If a customer requests a refund within seven calendar days of purchase and Dixilence has not started or completed the service setup, the request will be reviewed based on the work performed, any applicable third-party charges, the purchase terms, and applicable law.
Where no service has been provided and no non-recoverable costs have been incurred, an eligible refund may be issued without a service-setup deduction, subject to applicable law and the agreed purchase terms.
5. Refund After Service Setup
If Dixilence has completed the account setup, software configuration, or activation of the purchased service and the customer subsequently requests a refund within the eligible seven-day period, **30% of the original payment amount will be deducted**, and the remaining **70% will be refunded**, subject to applicable law.
The deduction reflects costs associated with services and resources already provided, which may include:
- Account creation and initial software configuration.
- Server, hosting, and infrastructure charges.
- Service activation and implementation work.
- Technical support and onboarding resources.
- Administrative and operational costs associated with setup.
The deduction will apply only where the service setup has actually been completed and the deduction is lawful and appropriately disclosed.
6. Non-Refundable or Third-Party Costs
Certain costs may have already been incurred for the customer, including domain registration, dedicated hosting, third-party licenses, external integrations, or other non-recoverable services.
Such costs will be considered in accordance with the applicable quotation, invoice, and agreement. Separate deductions will not be applied in a way that results in an unlawful or undisclosed charge.
Any deduction outside the standard 30% setup deduction must be supported by the agreed terms and applicable law.
7. Cancellation Policy
Customers may request cancellation by contacting Dixilence through the official contact details published on our website.
1. Cancellation requests should include the customer's name, order or invoice reference, purchase date, and reason for cancellation.
2. Cancellation of a subscription or service does not automatically entitle the customer to a refund.
3. Refund eligibility will be assessed according to the seven-day refund period and the applicable conditions in this policy.
4. Once custom development, implementation, or other project work has commenced, cancellation charges and refunds will be governed by the applicable written agreement and applicable law.
5. Customers should cancel before the next subscription renewal date if they do not wish to renew, in accordance with their subscription terms.
8. How to Request a Refund
To request a refund, the customer should:
1. Contact Dixilence through an official company communication channel.
2. Provide the purchase date and invoice or order reference.
3. Submit the payment transaction reference or proof of payment.
4. Complete the required KYC verification.
5. Provide any additional information reasonably necessary to assess the request.
Our team will review the request and communicate the decision or any additional requirements.
9. Refund Processing Time
Once a refund has been approved and the required verification is complete, Dixilence will initiate the refund within a reasonable period, normally within **7–10 business days**, unless a different period is required by law or communicated for a particular payment method.
The actual time for the refunded amount to appear in the customer's account may depend on the bank, card issuer, UPI provider, payment gateway, or other payment service provider.
If a refund is delayed beyond the communicated period, customers may contact our support team for an update.
10. Failed or Duplicate Payments
If a payment is deducted from a customer's account but the order is not confirmed, or if the customer makes a duplicate payment, the customer should notify Dixilence with the transaction reference and supporting evidence.
Verified duplicate payments and unsuccessful transactions will be reviewed for reversal or refund in accordance with the payment provider's procedures and applicable law.
11. Exceptions and Legal Rights
Nothing in this policy excludes or limits any refund, cancellation, consumer-protection, or other legal right that cannot lawfully be excluded or restricted.
Where applicable law or a specific written agreement provides a more favorable entitlement to the customer, that entitlement will take precedence over any inconsistent provision of this policy.
12. Changes to This Policy
Dixilence may update this Refund and Cancellation Policy from time to time. Updated terms will be published on our website with a revised effective or last-updated date.
Changes will apply as permitted by law and any existing customer agreement.
13. Contact Us
For refund requests, cancellation enquiries, or questions about this policy, please contact Dixilence through the official contact details published on:
Website: https://www.dixilence.com/
Official Complaint Email: info@dixilence.com
Business Address: Office no. 6, Basement of B62, B Block, Sector 2, Noida, Uttar Pradesh 201301