Cancellation & Refund Policy

1. General Commercial Principle: Strict No-Refund Policy

DUSTWON PRIVATE LIMITED ("Dustwon", "Company") delivers high-touch, customized enterprise software architecture, CRM/ERP systems, mobile applications, cloud infrastructure engineering, and digital domain registrar services. Due to the bespoke intellectual nature of custom engineering, upfront developer resource reservation, and immediate non-recoverable third-party registry disbursements, ALL SERVICE FEES, SETUP CHARGES, MILESTONE ADVANCES, AND DIGITAL ASSET DELIVERIES ARE STRICTLY NON-REFUNDABLE ONCE WORK OR ACTIVATION HAS COMMENCED.

Clients are advised to thoroughly review project scope documents, proposals, demonstrations, and milestone breakdowns before confirming orders or issuing payments.

2. Non-Refundable Service Categories

The following services and fees are non-refundable under all circumstances once ordered or billed:

• Custom Software & ERP/CRM Development: Professional engineering fees, UI/UX prototyping hours, milestone advances, database architecture, and custom code development represent dedicated, unrecoverable intellectual labor and allocated specialist developer hours;
• Setup, Onboarding & Consultation Fees: Initial architectural audit fees, consultation charges, environment provisioning, and setup fees;
• Domain Name Registrations, Renewals & Transfers: Once a domain purchase order is transmitted to our upstream registrar (Dynadot LLC) and recorded on the global registry (e.g., VeriSign for .com, NIXI for .in), domain registration fees are instantly remitted to the registry and are 100% irreversible and non-refundable;
• Software Licenses & Source Code Buyouts: Cryptographic license keys, activated software packages, and executed Source Code Buyout fees cannot be returned or revoked once delivered;
• Cloud Hosting & Server Bandwidth: Dedicated server leases, cloud server computing hours, and storage allocations deployed for client applications;
• Terminated Accounts: Any account or service terminated due to fraudulent activity, spam, non-compliance with Indian law, or violation of our Terms of Service.

3. Project Cancellation Protocol

Clients wishing to terminate an ongoing custom software development project must submit a formal written notice to support@dustwon.com at least fifteen (15) calendar days in advance. Upon receipt of cancellation notice:

• All development sprints shall cease immediately upon expiration of the notice period;
• All work completed, developer hours logged, and milestones delivered up to the cancellation date shall remain fully payable by the Client;
• Any milestone advances, deposits, or retainer payments already collected shall be retained by Dustwon as liquidated damages for committed developer capacity and shall NOT be refunded;
• Any deployed staging builds shall be decommissioned unless an amicable settlement is executed.

4. Limited Statutory & Mandatory Refund Exceptions

In accordance with consumer protection standards and fair commercial practice, refunds are considered exclusively under the following specific technical conditions:

• Verified Duplicate Transaction Charges: If an electronic payment gateway glitch or network timeout causes a Client's bank account, credit card, or UPI wallet to be charged more than once for the exact same tax invoice or domain order reference, Dustwon shall verify the duplicate collection and initiate a 100% refund of the duplicated excess charge;
• Permanent Gateway / Registrar Provisioning Failure: In the rare event that payment is successfully debited from the customer's account, but due to an upstream registrar or gateway API failure the domain or service order cannot be provisioned, and Dustwon is unable to resolve or deliver the service within forty-eight (48) hours, a full refund of the amount collected shall be credited back to the customer's original payment method;
• Order Cancellation Prior to Any Processing: If an order is cancelled in writing prior to any developer assignment, server deployment, or registry API transmission, a refund may be issued subject to a 10% administrative and payment gateway processing deduction.

5. Refund Processing Timeline & Method

Eligible refund claims must be submitted to our billing desk at support@dustwon.com along with the original tax invoice number, customer contact details, and bank transaction UTR reference. The verification and payout schedule is as follows:

• Verification & Audit: Within three (3) to five (5) business days of receipt of complete claim documentation;
• Remittance: Approved refunds are credited strictly back to the original source account (credit card, bank account, or UPI) through the payment gateway (Easebuzz);
• Banking TAT: Depending on the customer's issuing bank, funds typically reflect in the customer's account within five (5) to seven (7) banking business days following gateway initiation. Cash or third-party bank refunds are strictly prohibited to comply with Reserve Bank of India (RBI) anti-money laundering (AML) directives.

6. Chargebacks & Payment Disputes

Clients agree to contact our billing team first at support@dustwon.com to resolve any billing query before initiating a chargeback or payment dispute with their card-issuing bank. Any unauthorized chargeback filed on services that have been delivered or milestone work accepted shall be vigorously contested with timestamped server logs, contract approvals, and digital signatures. Filing a fraudulent chargeback shall result in immediate suspension of all active domains, server access, and software licenses associated with the Client.