Overview

This Refund and Cancellation Policy explains the terms under which clients may cancel ITNS-Global services and request refunds. Given the nature of digital and professional services, our policy differs by service type. Please read this carefully before engaging our services.

One-Time Setup & Development Services

These include: Digital Launch Kit (P.01, P.02, P.05, P.06), Growth Website Suite, Microsoft 365 Setup services, Custom Software Development (P.28–P.33), and all other one-time setup, configuration, or development engagements.

Where milestone payments have been made, refund calculations are based on the total project value, not individual milestone amounts.

Monthly Managed Services

These include: MSP Microsoft 365 User Management (P.08, P.10, P.12), Cloud Managed Services (P.19, P.20, P.21), Enterprise Managed Services (P.23–P.26), and WebApps Maintenance & Support (P.34).

Cancellation Notice

• A minimum 30 days' written notice is required to cancel any monthly managed service.
• Services will continue until the end of the notice period, with the final month billed at the standard rate.
• Cancellations mid-month are subject to the full month's fee with no pro-rata refund.

Refunds

• Monthly services are billed in advance; no refund is available for the current billing month.
• Where ITNS-Global has failed to meet contracted SLA obligations, service credits apply as per our SLA & Service Terms — not cash refunds.

Enterprise Project & Consulting Engagements

These include: Reliability Assessment (P.22), Cloud Ops (P.24), Digital Transformation (P.27), and any bespoke consulting or project engagement.

• Payment terms and cancellation provisions are specified in the individual Statement of Work (SOW) or engagement letter.
• Where an SOW is silent, the default is 50% of the remaining unbilled project value is payable upon cancellation mid-project.
• Completed milestones are non-refundable as the corresponding deliverables have been received.

Exceptions & Special Circumstances

Refunds outside the above policy may be considered at ITNS-Global's sole discretion in the following circumstances:

• ITNS-Global is materially unable to deliver the agreed service due to internal factors within our control.
• A demonstrable technical failure caused by ITNS-Global results in significant client data loss.
• Force majeure events preventing service delivery for more than 60 consecutive days.

Refunds will not be provided due to client-side factors such as change of business direction, failure to provide required access or information, or client delays that prevent delivery.

Refund Process

1. Submit your request in writing to consult@itns.in with subject line "Refund Request — [Client Reference]".
2. Include your client reference, service(s) in question, reason for request, and supporting documentation if applicable.
3. ITNS-Global will acknowledge your request within 3 business days.
4. A decision will be communicated within 14 business days.
5. Approved refunds are processed within 10 business days to the original payment method.

Refunds are returned via the original payment method. Bank transfer fees, if any, are deducted from the refund amount.

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