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Refund & Cancellation Policy

Effective Date: 9 September 2026

This Refund & Cancellation Policy (“Policy”) applies to all software, SaaS products, software licenses, subscriptions, website development, mobile application development, custom software development, IT services, consulting services, implementation, support, maintenance, and other digital services provided by Alita Infotech Pvt. Ltd. (“Alita Infotech”, “Company”, “we”, “us”, or “our”).

By purchasing or subscribing to any product or service from Alita Infotech, you acknowledge that you have read and agreed to this Policy.

1. Nature of Our Products and Services

Alita Infotech provides digital products and technology services, including but not limited to:

  • Software and SaaS products

  • Software licenses

  • Web applications and websites

  • Mobile applications

  • ERP, CRM and business software

  • Custom software development

  • API and third-party integrations

  • Cloud and hosting-related services

  • Software implementation and configuration

  • Technical support and maintenance

  • IT consulting and professional services

  • Training and onboarding services

Because many of our products and services are delivered digitally and may require resources to be allocated immediately, cancellation and refund eligibility depends on the type and stage of the purchase.

2. Standard Software and Digital Products

Once a software product, license, digital product, download, account, or subscription has been activated, delivered, or made available to the customer, the payment is generally non-refundable.

This includes situations where:

  • The customer has received software access or license credentials.

  • The software has been downloaded or activated.

  • The customer has started using the software.

  • The subscription period has commenced.

  • The customer changes their mind after purchase.

  • The customer does not use the software after activation.

  • The customer does not require the software anymore.

  • The customer purchased the software without reviewing its features or technical requirements.

Customers are encouraged to review the product description, features, system requirements, demo, documentation, and applicable commercial terms before completing a purchase.

3. SaaS Subscription Cancellation

For subscription-based software:

  • Customers may cancel their subscription before the next billing/renewal date.

  • Cancellation will normally take effect at the end of the current paid subscription period.

  • Unless specifically stated otherwise on the applicable pricing or order page, cancellation does not automatically entitle the customer to a refund for the unused portion of an already commenced billing period.

  • Any subscription renewal already processed is generally non-refundable.

  • Customers remain responsible for charges incurred before cancellation becomes effective.

Where a free trial is offered, customers should cancel before the trial expires to avoid conversion into a paid subscription, where applicable.

4. Custom Software Development

For custom software, website, mobile application, ERP, CRM, API integration, or other development projects, refund eligibility depends on the stage of the project and the applicable quotation, proposal, Statement of Work (“SOW”), work order, or service agreement.

Cancellation before work begins

If a customer cancels a project before development or other billable work has commenced, Alita Infotech may consider refunding the advance payment, after deducting any non-refundable payment-processing charges or other costs already incurred.

Cancellation after work has commenced

Once development, design, analysis, project planning, configuration, implementation, deployment, resource allocation, or other billable work has commenced:

The advance/payment for work already performed is non-refundable.

If the customer cancels the project, Alita Infotech may deduct:

  • Work completed up to the cancellation date

  • Development and design charges

  • Project management charges

  • Third-party service or API charges

  • Hosting/cloud charges

  • Domain or licensing costs

  • Payment-processing charges

  • Other committed or non-recoverable expenses

Any remaining refundable amount, if applicable, will be determined based on the applicable project agreement.

5. Milestone Payments

For projects divided into milestones, payments relating to a milestone become non-refundable once work associated with that milestone has commenced or the milestone deliverables have been substantially completed.

If a project is terminated by the customer, Alita Infotech may invoice the customer for work completed but not yet paid for up to the effective cancellation date.

6. Third-Party Charges

Payments made by Alita Infotech to third-party providers on behalf of a customer may be non-refundable.

These may include:

  • Cloud hosting

  • Domain registration

  • SSL certificates

  • SMS services

  • Email services

  • Payment gateway charges

  • API services

  • Software licenses

  • App store fees

  • Server charges

  • Premium plugins or themes

  • Other third-party services

Such charges will not be refundable where the third-party provider does not provide a refund to Alita Infotech.

7. Duplicate or Incorrect Payments

If a customer accidentally makes the same payment more than once for the same invoice/order, the duplicate payment may be refunded after verification.

The customer may be required to provide the transaction reference, invoice number, payment date, and other information necessary to verify the duplicate transaction.

8. Failed Transactions

If a payment is deducted from the customer’s bank account but the corresponding order or subscription is not successfully created due to a payment or technical failure, Alita Infotech will verify the transaction.

Where the amount has been successfully received by Alita Infotech but the intended service was not activated, the Company may either:

  1. Activate/provide the applicable service; or

  2. Process a refund where appropriate.

Refund processing times may depend on the payment gateway, bank, card issuer, or other payment provider.

9. Refund Due to Service Deficiency

If Alita Infotech fails to provide a service that has been paid for due to a material failure attributable to Alita Infotech, the customer may contact our support team for resolution.

Depending on the circumstances, Alita Infotech may:

  • Correct the issue;

  • Re-perform the affected service;

  • Provide additional support;

  • Extend the service period; or

  • Consider an appropriate refund where required under the applicable agreement or law.

Minor bugs, temporary downtime, compatibility issues caused by third-party software, or issues outside Alita Infotech’s reasonable control will not automatically qualify for a refund.

10. Refunds for Defective or Non-Conforming Software

If a software product has a material defect that prevents it from substantially performing the functions expressly described by Alita Infotech, the customer should report the issue to us promptly.

We will first attempt to resolve the issue through technical support, bug fixes, patches, configuration, or other reasonable corrective measures.

A refund may be considered if the issue is material, attributable to Alita Infotech, and cannot reasonably be corrected within the applicable support or warranty period.

11. Non-Refundable Situations

Refunds will generally not be provided for:

  • Change of mind after purchase

  • Failure to use the software

  • Failure to review software features before purchase

  • Failure to meet the customer’s own system requirements

  • Customer’s business decisions or change in business requirements

  • Lack of customer resources to implement the software

  • Customer’s failure to provide required information/content

  • Customer-caused delays

  • Suspension or termination resulting from violation of our Terms & Conditions

  • Services already delivered or consumed

  • Development work already completed

  • Third-party charges already incurred

  • Subscription periods that have already commenced

  • Custom features or development specifically created for the customer

  • Expired licenses or subscriptions

  • Promotional or discounted purchases, where specifically stated as non-refundable

Nothing in this Policy is intended to exclude any refund or other right that cannot legally be excluded under applicable law.

12. Cancellation by Alita Infotech

Alita Infotech reserves the right to suspend or terminate a service where:

  • The customer violates the Terms & Conditions;

  • The customer uses the software for unlawful activities;

  • Payment obligations are not fulfilled;

  • The customer attempts unauthorized access or misuse;

  • The customer breaches a project or service agreement; or

  • Continued service would create legal, security, operational, or technical risks.

Termination due to a customer’s breach generally does not create an entitlement to a refund for amounts already paid or services already provided.

13. How to Request a Cancellation or Refund

Customers may submit a refund or cancellation request by contacting Alita Infotech through the official contact details published on our website.

The request should include:

  • Customer/company name

  • Registered email address

  • Invoice/order number

  • Product or service purchased

  • Transaction date

  • Amount paid

  • Reason for cancellation/refund

  • Relevant supporting information

We may request additional information to verify the transaction and assess the request.

14. Refund Processing

If a refund is approved, it will generally be processed using the original payment method wherever technically and commercially possible.

The actual time for the amount to appear in the customer’s account may depend on the customer’s bank, card issuer, payment gateway, or other payment provider.

Any applicable taxes, payment-processing fees, third-party charges, or amounts already earned/incurred may be deducted where permitted by the applicable agreement and law.

15. Taxes and GST

Where applicable, refunds will be processed subject to applicable GST and tax regulations.

Where a tax invoice has already been issued, any refund or credit adjustment will be handled in accordance with applicable tax requirements.

16. Chargebacks and Payment Disputes

Customers are requested to contact Alita Infotech before initiating a payment dispute or chargeback so that we can investigate and resolve the issue.

Unauthorized or fraudulent chargeback claims may be disputed with the relevant payment provider based on transaction records, invoices, service activation records, communications, and other applicable evidence.

17. Changes to This Policy

Alita Infotech may update this Refund & Cancellation Policy from time to time to reflect changes in our products, services, business practices, payment methods, or applicable laws.

The updated version will be published on this page with the revised effective date.

18. Governing Law

This Policy shall be governed by the laws applicable in India.

Any dispute shall be subject to the applicable jurisdiction specified in the relevant agreement between the customer and Alita Infotech, or otherwise the competent courts having jurisdiction over the Company.

19. Contact Us

For refund, cancellation, billing, or payment-related queries, please contact:

Alita Infotech Pvt. Ltd.

Website: alitainfotech.com

Email: [Your official support/billing email]

Phone: [Your official contact number]

Last Updated: 9 September 2026

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