This Cancellation & Refund Policy explains how cancellations and refunds work for services provided by GTS Infosoft LLP ("GTS Infosoft", "we", "us"). Because we build custom software and deliver professional services incrementally — rather than selling ready-made products — this policy reflects the nature of that work. It should be read together with your project proposal, statement of work, or service agreement ("SOW") and our Terms & Conditions.
Cancelling a Dedicated-Team or Hourly Engagement
You may cancel a dedicated-team or hourly engagement at any time by giving us reasonable written notice (as set out in your SOW, typically 15–30 days). On cancellation, you pay for the work performed and the hours tracked up to the effective cancellation date, including any notice period during which the team remains assigned to you. There is no long lock-in, and no large upfront deposit is required for these engagements.
Cancelling a Fixed-Scope Project
Fixed-scope projects are billed against agreed milestones, usually with a 10–20% initiation payment. If you cancel a fixed-scope project after work has begun, the initiation payment is non-refundable, as it covers discovery, planning, and reserving the team. You remain responsible for payment for all milestones completed or in progress up to the cancellation date. Any work paid for and completed is handed over to you.
Refunds
As our services are custom and delivered progressively, fees for work already performed or delivered are non-refundable. If you believe we have not delivered work that you have paid for, we will first work with you to remediate or complete it. Where a genuine shortfall in undelivered, paid-for work cannot be resolved, we will consider a fair, pro-rata refund for that specific undelivered portion, assessed case by case and in good faith.
Defects & Warranty
Delivered work carries a 90-day warranty, during which we fix defects — where the work does not match the agreed specification — at no additional charge. This warranty (rather than a refund) is our primary remedy for such defects. It does not cover new features, changed requirements, third-party service issues, or changes made to the code by you or others. Full details are in our Terms & Conditions.
Third-Party Costs
Amounts paid to third parties on your behalf or at your direction — such as hosting, cloud infrastructure, domains, app-store fees, paid APIs, licenses, or advertising spend — are non-refundable, as they are governed by those third parties and are typically consumed on payment.
How to Request a Cancellation or Refund
To request a cancellation or to raise a refund query, email us at hello@gtsinfosoft.com from your registered contact, with your project or invoice details and the reason for the request. We will acknowledge your request and respond, typically within 5–7 business days. Where a refund is approved, we will process it to the original payment method within 7–14 business days, subject to bank and payment-gateway timelines.
Changes to This Policy
We may update this policy from time to time; changes take effect when posted on this page. The cancellation and refund terms of any active SOW continue to apply for that engagement unless both parties agree otherwise in writing. For anything unclear, please contact us — we would rather talk it through than leave you guessing.