1. General Refund Policy
Theanna operates a limited refund policy due to the custom nature of IT services. Refunds are considered on a case-by-case basis and subject to the following conditions:
- Service-Based Nature: IT services are customized and commence immediately upon agreement
- Time and Resource Investment: Development work involves significant time and expertise commitment
- Intellectual Property: Custom solutions created cannot be "returned" like physical products
- Case-by-Case Review: Each refund request is evaluated individually based on specific circumstances
2. Refund Eligibility Criteria
2.1 Eligible Scenarios
Refunds may be considered in the following situations:
- Service Failure: Complete failure to deliver agreed services due to our fault
- Technical Impossibility: Inability to complete project due to undisclosed technical limitations
- Misrepresentation: Significant deviation from agreed scope without client approval
- Early Cancellation: Project cancellation before substantial work has commenced (within 48 hours)
- Force Majeure: Cancellation due to extraordinary circumstances preventing service delivery
2.2 Non-Eligible Scenarios
Refunds are NOT available in the following cases:
- Change of Mind: Client decision to cancel after work has begun
- Scope Changes: Client-requested modifications that alter project requirements
- Third-Party Issues: Problems with client's hosting, domains, or third-party services
- Timeline Delays: Delays caused by client feedback, approvals, or content provision
- Completed Work: Services that have been delivered and accepted by the client
- Satisfaction Issues: Subjective dissatisfaction with completed work that meets specifications
- Technology Changes: Evolution of technology after project completion
3. Refund Calculation
3.1 Partial Refunds
When eligible for refund, THE ANNA TEX calculates refunds as follows:
- Work Completed: Deduction for all work completed and delivered
- Time Invested: Deduction for planning, research, and preparation time
- Third-Party Costs: Deduction for non-refundable third-party expenses (domains, licenses, etc.)
- Administrative Costs: Deduction of 15% for administrative and processing costs
3.2 Maximum Refund Limits
- Within 48 Hours: Up to 90% of advance payment (if no work commenced)
- Within 1 Week: Up to 70% of advance payment (minus work completed)
- Within 2 Weeks: Up to 50% of advance payment (minus work completed)
- After 2 Weeks: Refunds based solely on undelivered milestones
4. Service-Specific Refund Terms
4.1 Web Development Projects
- Design Phase: No refund once design concepts are approved
- Development Phase: Refund limited to undelivered functionality
- Testing Phase: No refund once client testing begins
- Launch Phase: No refund after website goes live
4.2 Mobile Application Development
- Wireframe Approval: No refund after wireframes are approved
- Development Milestones: Refund limited to future milestones only
- App Store Submission: No refund after store submission begins
- Third-Party Integrations: Costs for completed integrations non-refundable
4.3 Cloud Solutions & IT Consulting
- Assessment Complete: No refund for completed analysis or consultation
- Implementation Started: Refund limited to unimplemented portions
- Migration Services: No refund once data migration begins
- Training Delivered: No refund for completed training sessions
4.4 Ongoing Support & Maintenance
- Monthly Plans: No refund for current month once services begin
- Annual Plans: Pro-rated refund for remaining months (minus 10% processing fee)
- Emergency Support: No refund for emergency services provided
- Used Support Hours: Hourly charges deducted from any refund
5. Cancellation Policy
5.1 Client-Initiated Cancellation
Clients may cancel projects under the following terms:
- Notice Period: 48 hours written notice for projects not yet started
- Ongoing Projects: 7 days written notice for active projects
- Payment Obligation: Payment due for all work completed to cancellation date
- Deliverables: Client receives all completed work and project assets
- Final Invoice: Final billing within 15 days of cancellation
5.2 THE ANNA TEX Initiated Cancellation
Theanna may cancel projects in the following situations:
- Non-Payment: Failure to make payments as per agreed schedule
- Scope Creep: Unreasonable requests beyond agreed project scope
- Client Non-Cooperation: Failure to provide necessary inputs or feedback
- Legal/Ethical Issues: Requests for illegal or unethical services
- Force Majeure: Circumstances beyond our control preventing service delivery
6. Refund Request Process
6.1 How to Request a Refund
- Written Request: Submit refund request via email to contact@theanna.shop
- Include Details: Project reference, reason for refund, supporting documentation
- Initial Response: We will acknowledge your request within 48 hours
- Review Process: Detailed review of your request within 5-7 business days
- Decision Communication: Written response with refund decision and amount (if applicable)
6.2 Required Information
Refund requests must include:
- Client name and contact information
- Project reference number or contract details
- Detailed reason for refund request
- Supporting documentation (if applicable)
- Bank account details for refund processing
7. Refund Processing
7.1 Processing Timeline
- Approval: 5-7 business days for refund approval/denial
- Processing: 7-14 business days for approved refunds
- Bank Transfer: 2-5 business days for funds to reflect in account
- Total Timeline: 14-26 business days from request to account credit
7.2 Refund Methods
- Bank Transfer: Direct transfer to client's bank account (preferred)
- UPI: For smaller amounts (under ₹50,000)
- Cheque: For clients preferring traditional payment methods
- Credit Note: For future services with THE ANNA TEX
7.3 Processing Fees
- Bank transfer charges may apply for refunds
- International transfer fees (for overseas clients)
- Currency conversion charges (if applicable)
- Administrative processing fee of ₹500 for refunds under ₹10,000
8. Special Circumstances
8.1 Emergency Situations
In genuine emergency situations, Theanna may expedite refund processing:
- Medical emergencies affecting project stakeholders
- Business closure or bankruptcy
- Natural disasters or force majeure events
- Legal issues preventing project continuation
8.2 Partial Service Delivery
- Refunds calculated based on undelivered project components
- Completed modules or features remain with client
- Source code and documentation provided for completed work
- Future support limited to delivered components only
9. Dispute Resolution
9.1 Internal Resolution
- Direct Discussion: Initial attempt to resolve through project manager
- Management Escalation: Escalation to senior management if needed
- Mediation: Third-party mediation for complex disputes
- Documentation: All communications documented for transparency
9.2 External Resolution
- Consumer court jurisdiction in Karur, Tamil Nadu
- Arbitration for disputes above ₹5,00,000
- Indian consumer protection laws applicable
- Legal costs borne by losing party
10. Exceptions and Exclusions
This refund policy does not apply to:
- Third-Party Costs: Domain registrations, hosting fees, software licenses
- Custom Integrations: Completed API integrations or custom modules
- Training Services: Completed training sessions or workshops
- Consultation Fees: Strategic consulting or advisory services delivered
- Rush Jobs: Premium charges for expedited delivery
- Travel Expenses: Reimbursed travel costs for on-site services
11. Policy Updates
- This policy may be updated to reflect business changes or legal requirements
- Existing contracts governed by policy version at time of agreement
- Clients notified of significant policy changes via email
- Updated policy applies to new projects and agreements
12. Contact Information
For refund requests or questions about this policy, contact Theanna: