1. Introduction to Refund Policy
   This Fulfilment Policy and Refund/Cancellation Policy (“Policy”) is intended to provide clarity on the terms of service, fulfilment expectations, and the process for refunds or cancellations when engaging with Search Matrix Pvt. Ltd. (“Search Matrix,” “we,” “us,” or “our”). By using our services, you agree to abide by this Policy unless a separate written agreement exists between you and Search Matrix.

Fulfilment Policy:

1. Service Delivery Commitment: We strive to fulfill all services agreed upon within the specified timelines and with the highest standards of quality.
2. Failure to Fulfill by Search Matrix: If we fail to fulfill a service due to our mistake or lack of bandwidth, you will be eligible for a full refund of any amount paid for the specific unfulfilled service. In rare circumstances of delay in providing services, on mutual consent we agree to complete the pending work agreed upon extended timelines.
3. Failure Due to User’s Lack of Commitment or Information: If we are unable to deliver on our commitments because of delays, lack of information, or any other issues caused by the user, Search Matrix will not be held responsible for refunds or non-fulfilment of services.

Refund and Cancellation Policy:

1. Refund Policy

1. Full Refund Eligibility: A full refund will be issued if the fulfilment of services is not completed due to an error or capacity limitation on our part.
2. Non-Refundable Payments: Any payments made toward one-time setup activities or where we have initiated or completed part of the activity are non-refundable.

1. Cancellation Policy

1. Subscription Cancellation Without Separate Contract: If no separate written contract governs your relationship with Search Matrix, this Policy serves as the binding agreement.
2. You may cancel your services subscription, upgrade, or downgrade by providing a 30-day written notice. The service will continue to be available during the notice period, and no additional charges will be levied beyond this period except for pro-rata charges as described below.

Pro-Rata Charges During Notice Period:

1. If your service remains active during the notice period, a pro-rata amount may be charged for the period during which the services are active.
2. Example: If your subscription starts on the 3rd of the month and you give notice to cancel on the 15th of the month, the subscription will remain active until the 14th of the next month. In this case, on the 3rd of the following month, you may be charged a pro-rata amount for the active service period (3rd to 14th of that month).
3. Subscription Cancellation With Separate Contract:
4. If a separate agreement is in place, the terms of that agreement will govern the cancellation process.

1. Exceptional Cases

1. In exceptional circumstances, we may accommodate special requests based on the feasibility of such requests. You may write to us at [email protected] for consideration of any such cases.
2. Refund and Adjustment Timelines:
3. Refunds, where applicable, will be processed within 15 business days from the date of approval.
4. Adjustments for subscription upgrades, downgrades, or cancellations will reflect in the next billing cycle following the notice period.
5. User-Friendly Policy Statement:
   We value the trust and mutual respect of our clients. Our goal is to ensure a flexible and fair policy that fosters a positive and transparent relationship. This Policy is designed to provide you with peace of mind while protecting both parties’ interests.
6. Dispute Resolution:
   In the rare instance of a dispute, we encourage open communication to resolve issues amicably. If further escalation is required, disputes will be addressed per the governing laws specified in our Terms and Conditions.
7. Contact Us:
   For questions or clarifications regarding this Policy, please contact us at:
   Search Matrix Pvt. Ltd.
   Registered Office: Fl. No.-5, Gandhi Nagar, M.H.B. Colony, Near Sai Baba Mandir, Opp. MIG Cricket Club, Bandra(E), Mumbai-400051, Maharashtra, India

Email: [email protected]