1. General Policy Overview
Aviox Tech Solutions Ltd. is committed to excellence in delivering IT solutions and services that meet or exceed client expectations. This Refund, Cancellation & SLA Policy aims to:
• Define clear terms for refunds and cancellations to avoid misunderstandings.
• Establish service quality standards and timelines.
• Outline the responsibilities of both Aviox and the client to ensure smooth cooperation.
• Provide a fair and effective dispute resolution mechanism.
• Maintain compliance with applicable laws and third-party vendor agreements.
Additional Points:
• Applicability: This policy applies to all clients, new and existing, across all service categories offered by Aviox.
• Contract Precedence: In case of any conflict, this policy supplements but does not override specific contractual terms agreed between Aviox and the client, unless explicitly stated.
• Communication: Clients are encouraged to review this policy before purchase and direct any questions to support for clarity.
• Acknowledgment: Use of Aviox services after purchase is considered acceptance of this policy.
2. Non-Refundable Services
Due to the nature of the service and vendor restrictions, certain services cannot be refunded once they have been initiated or activated.
a. Custom Software Development
• Resource Allocation: Developers, designers, testers, and project managers are allocated immediately upon contract signing, incurring costs that cannot be reversed.
• Project Customization: Each project is tailored uniquely; reselling or repurposing work is not feasible, limiting refundability.
• Milestone Payments: Payments tied to deliverables or milestones are generally non-refundable after milestone acceptance.
• Intellectual Property: Once IP creation starts, partial deliverables or code cannot be ‘unmade’ for refunds.
b. Digital Marketing & Paid Advertising
• Third-Party Spend: Ad budgets go directly to platforms (Google, Meta, etc.) and are non-recoverable by Aviox.
• Management Fees: Fees charged for strategic planning, campaign setup, monitoring, and optimization are non-refundable after service activation.
• Campaign Results: Performance varies based on market conditions and platform algorithms; refunds are not issued for campaign outcomes.
• Contract Terms: Minimum campaign duration contracts may apply; early termination does not trigger refunds.
c. Bulk SMS, Email & WhatsApp Campaigns
• Credits & Quotas: Once purchased, SMS, email, or WhatsApp credits cannot be reclaimed or transferred.
• Message Delivery: After dispatch, messages are non-retractable and hence non-refundable.
• Regulatory Compliance: Campaigns must comply with local laws (e.g., opt-in requirements), and refunds will not be issued for legal violations by clients.
d. Cloud Hosting & Server Provisioning
• Infrastructure Allocation: Resources like CPU, RAM, bandwidth are reserved exclusively for the client, incurring fixed costs.
• Licensing & Domains: Domain registrations and SSL certificates are paid upfront to registrars and Certificate Authorities; these fees are non-refundable.
• Setup Fees: Initial setup and configuration charges are non-refundable after service activation.
• Usage Charges: Ongoing usage beyond agreed limits may incur additional fees, non-refundable once billed.
e. Third-Party Tools & Licenses
• Vendor Policies: Aviox follows third-party vendors’ refund policies strictly.
• License Activation: Once a license is assigned or activated, it cannot be revoked or refunded.
• Subscription Models: Recurring licenses may have cancellation terms and no pro-rata refunds.
• Compliance: Clients are responsible for adhering to license agreements to avoid penalties or termination.
3. Eligible Refund Scenarios (Limited Cases)
Refunds are rare but will be considered under strict, verifiable circumstances.
a. Service Not Delivered
• Definition: No work, no access, no license issuance, and no resource allocation has occurred.
• Time Limit: Refund requests must be made within 3 calendar days of payment.
• Process: Must be submitted in writing with payment proof and service details.
• Exceptions: Some services, like prepaid licenses, may be excluded if vendor policies forbid refunds.
b. Duplicate Payments
• Verification: Client must provide payment proofs showing duplication.
• Refund Process: Duplicate amounts are returned within 7 business days after reconciliation.
• Limits: Only verified duplicate amounts are refunded; partial or unrelated payments are not considered.
c. Project Rejection Before Kickoff
• Partial Refund: Refund minus a minimum 15% administrative fee for preparatory work and contract processing.
• Notification: Cancellation must be in writing prior to official project start date.
• Documentation: Client must provide formal written rejection notice and specify reasons for clarity.
• No Refunds: If work or preliminary development has already started, no refunds will be provided.
d. Exceptional Cases
• Force Majeure: Refunds or cancellations due to uncontrollable external factors (natural disasters, pandemics) will be evaluated case-by-case.
• Mutual Agreement: Refunds may be issued if mutually agreed in writing by Aviox and client after review.
4. Service-Level Agreements (SLAs) & Delivery Timelines
Aviox is committed to delivering services reliably, on time, and according to agreed standards.
a. Response Times
• Critical Issues: Response within 4 working hours.
• High Priority: Response within 1 business day.
• Normal Requests: Response within 2–3 business days.
b. Resolution Times
• Critical Issues: Resolved within 1–2 business days, depending on complexity.
• High Priority: Within 3–5 business days.
• Normal Requests: Within 7–10 business days or as agreed in contract.
c. Delivery Commitments
• Custom Software: Delivery milestones agreed in writing and tracked regularly.
• Marketing Campaigns: Campaigns launched within 3–5 business days after confirmation of strategy and budget.
• Hosting/Cloud: Provisioning within 24–48 hours unless otherwise specified.
• Licenses & Tools: Activation within 1–2 business days unless vendor delays occur.
d. SLA Exclusions
• Delays due to client-side issues such as non-provision of content, approvals, or payments.
• Vendor-side issues outside Aviox’s control (e.g., Google downtime, third-party outages).
• Force majeure conditions including strikes, natural disasters, and government restrictions.
5. Cancellation Policy
Cancellations must be requested in writing and are subject to the following terms:
• Software Projects: May be cancelled before initiation with applicable administrative charges.
• Marketing Campaigns: Cancellation after campaign launch is not permitted.
• Hosting & Servers: Minimum term contracts apply; early cancellations do not qualify for refunds.
• Licenses & Tools: Once activated, cannot be cancelled.
• Communication: Written confirmation from Aviox is required to finalize cancellation.
6. Dispute Resolution
Aviox seeks to resolve disputes amicably and fairly.
• Initial Resolution: Clients should first contact support@avioxtech.com for resolution.
• Escalation: If unresolved, the issue may be escalated to senior management.
• Arbitration: If no resolution, disputes shall be referred to arbitration as per applicable local laws in Bangladesh or client’s jurisdiction (if agreed in contract).
• Governing Law: This policy is governed by Bangladeshi law, subject to international treaties and client contracts.
7. Chargebacks
• Clients are urged to resolve issues directly with Aviox rather than initiating chargebacks.
• Chargebacks filed without following proper communication channels may result in service suspension.
• Aviox reserves the right to dispute chargebacks with all necessary documentation.
8. Contact Us
For any concerns or queries regarding this policy, please contact:
Aviox Tech Solutions Ltd.
Email: support@avioxtech.com
Website: https://www.avioxtech.com
Phone: +965-98893089 (10 AM – 3PM GMT)
Phone: +44 7520 664038
9. Policy Revisions
• Aviox reserves the right to update or amend this policy at any time without prior notice.
• Clients are encouraged to review this policy periodically.
• Continued use of services after policy updates constitutes acceptance of the revised terms.
Thank you for choosing Aviox Tech Solutions Ltd. We strive to provide excellent service and clear communication at every stage.