This Cancellation & Refund Policy outlines the terms under which you may cancel services and request refunds from Pioneer Cloud Solutions Private Limited ("Company", "we", "us", or "our"). This policy applies to all services offered by the Company, including cloud consulting, cloud solutions, web development, application development, e-commerce solutions, and digital marketing.
By making a payment or engaging our services, you acknowledge that you have read, understood, and agree to this policy. This policy is governed by the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Reserve Bank of India (RBI) guidelines.
1. Services Covered
This policy applies to the following services offered by Pioneer Cloud Solutions:
- Cloud Solutions — IaaS, PaaS, and SaaS deployments across AWS, Azure, and Google Cloud Platform.
- Cloud Consulting — Strategy development, architecture design, deployment, migration, and ongoing cloud management.
- Web Development — Design and development of responsive websites.
- Application Development — Custom business applications including CRM, document management, and automation systems.
- E-Commerce Solutions — Online retail platforms and payment integrations.
- Digital Marketing — Search engine marketing, email campaigns, and social media marketing.
2. Cancellation Policy
2.1 Cancellation by the Client
Before work commences: If you cancel a service engagement before work has commenced, you will be eligible for a full refund of any advance payment made.
After work has commenced: If you cancel after work has commenced, you will be charged for the work completed up to the date of cancellation. A refund will be issued for the undelivered portion of the services, as determined by the Company. Any third-party costs already incurred (such as software licenses, hosting fees, domain registrations, or advertising spend) are non-refundable.
Notice period: A notice period of 15 days is required for cancellation of ongoing or retainer-based service engagements.
2.2 Cancellation by the Company
The Company reserves the right to cancel or suspend a service engagement under the following circumstances:
- Non-payment or delayed payment by the Client.
- Breach of our Terms & Conditions by the Client.
- The Client engages in unlawful or fraudulent activity.
- Force majeure events beyond the Company's reasonable control.
In the event of cancellation by the Company without cause, a full refund of any prepaid amount for undelivered services will be provided.
2.3 How to Submit a Cancellation Request
To cancel a service engagement, please send an email to info@pcspl.co.in with the subject line: "Cancellation Request — [Your Name/Company Name]".
Please include the following details in your email:
- Your name and/or company name.
- Invoice or order number.
- Description of the service to be cancelled.
- Reason for cancellation.
We will acknowledge your cancellation request within 48 hours of receipt. The cancellation will be processed within 7 business days.
3. Refund Policy
3.1 Eligibility for Refund
You may be eligible for a refund under the following circumstances:
- The service was not delivered within the agreed timeline due to reasons attributable to the Company.
- A duplicate or erroneous payment was made.
- The service delivered is materially different from what was agreed upon in the Statement of Work (SOW) or service agreement.
- The service was found to be deficient or not as described, and the issue could not be resolved after reasonable attempts.
- The service engagement was cancelled before work commenced.
3.2 Non-Refundable Items
The following are not eligible for refund:
- Consulting hours that have already been delivered or utilised.
- Custom development work that has been completed and delivered.
- Deliverables that have been reviewed and approved by the Client.
- Third-party costs incurred on behalf of the Client, including but not limited to:
- AWS, Azure, or Google Cloud Platform charges.
- Domain name registrations and renewals.
- Third-party software licenses and subscriptions.
- Advertising and marketing spend (e.g., Google Ads, social media ads).
- SSL certificates.
- Hosting fees.
3.3 Partial Refunds
Where services have been partially delivered, a partial refund may be issued proportionate to the undelivered portion of the engagement. Partial refunds will be calculated based on:
- The total value of the engagement.
- The percentage of work completed as determined by the Company.
- Any third-party costs already incurred.
4. How to Request a Refund
To request a refund, please send an email to info@pcspl.co.in with the subject line: "Refund Request — [Your Name/Company Name]".
Please include the following details:
- Your name and/or company name.
- Invoice or order number.
- Transaction ID and payment amount.
- Date of payment.
- Reason for the refund request.
- Any supporting documents or screenshots.
Refund requests must be submitted within 15 days of the payment date or service delivery date, whichever is later.
5. Refund Processing
5.1 Review and Approval
All refund requests will be reviewed by our team. You will be notified of the approval or rejection of your refund request within 7 business days of receipt.
5.2 Payment Gateway
All refunds will be processed through our payment gateway, Razorpay. The refund will be credited to the original payment method used at the time of purchase (source refund).
5.3 Refund Timelines
Once a refund is approved, the following timelines apply:
- UPI / Wallets: 2–3 business days.
- Credit / Debit Cards: 5–7 business days.
- Net Banking: 5–7 business days.
Please note that the actual time for the refund to reflect in your account may vary depending on your bank or card issuer.
5.4 Refund for Failed Transactions
If an amount was debited from your account but the transaction failed or was not completed, the amount will be automatically refunded to your account within 5 business days. This is handled by the payment gateway (Razorpay) in accordance with RBI guidelines. If you do not receive the refund within this period, please contact us at info@pcspl.co.in with your transaction details.
5.5 Important Notes
- Refunds, once initiated, cannot be cancelled or reversed.
- Refund requests will only be entertained for payments made within the last 6 months.
- In case of partial refunds, the refund amount will be communicated to you before processing.
6. Grievance Officer
If you are not satisfied with the resolution of your cancellation or refund request, you may contact our Grievance Officer:
Grievance Officer
Pioneer Cloud Solutions Private Limited
B-1, Srushti, 264/2, Baner Road, Baner, Pune, India — 411 015
Email: info@pcspl.co.in
Phone: +91 9049895858
All complaints and grievances will be acknowledged within 48 hours of receipt and resolved within 30 days.
7. Contact Us
If you have any questions about this Cancellation & Refund Policy, please contact us:
Pioneer Cloud Solutions Private Limited
B-1, Srushti, 264/2, Baner Road, Baner, Pune, India — 411 015
Email: info@pcspl.co.in
Phone: +91 9049895858
You may also refer to our Privacy Policy and Terms & Conditions for additional information.