Terms and conditions governing service delivery, cancellations and refunds for projects of our organisation
Any project started by Mind Webs Ventures or its associates will be provided with a timeline of operation and delivery before the initiation and in-case there is any requirement of extension, will be discussed with the project party beforehand.
Once the deadline is over or the project is delivered, which ever arrives earlier, Mind Webs Ventures will publish the product and provide with the access details to the project party and/or its associates. Once done, Mind Webs Ventures will expect the completion of the payment before the final handover of the project.
If the payment is not completed within one week of handover, Mind Webs will block access from the internet or the application, and after one month of sustained dues, the site or the application might be taken down.
The project code will be retained by Mind Webs Ventures, however if the project party wants to obtain the code, they will have to bear an additional 40% of the total development, design, and miscellaneous one-time charges.
For delayed payments, on continued deployment or service delivery, the customer may need to bear additional interests as per the MSME Act.
Any non-tangible product (software or application) purchased or developed under contract by our organisation is not refundable and tangible products (hardwware and/or infrastructure) can be replaced within 10 days of delivery of the same.
Server, Domain and Hosting Charges are non-refundable and non-transferable. Once purchased, won't be refunded incase of lack of activity.
Any complete product like E-Learning Platforms, Store Admin are completely prepaid and have to be paid upfront before delivery of the product. Mind Webs Ventures reserves the right to take down the service if the full payment of the product is not made within stipulated time.
In case of part payment, if the client doesn't want to accept the delivery of the project without any valid cause, any advance payment made shall not be refundable. In case of completion of all project milestones, the customer must complete the committed payment. In case of delayed payment beyond three months, the organisation reserves the right to withhold the project and take down any deployments. In case of such service retrievals, additional penalties may be applicable.
Urgency Level | Description | Sample Issues | Target Resolution Time * |
Critical | System down, complete loss of core functionality | Website inaccessible, core business process halted | 4-8 hours |
High | Significant feature malfunction, major performance issues | Major feature unusable, severe slowdown | 12-24 hours |
Medium | Partial feature malfunction, workflow disruptions | Secondary feature broken, UI inconsistencies, slowdowns | 24-48 hours |
Low | Minor errors, cosmetic issues, non-urgent questions | Incorrect text, misaligned elements, feature clarification | 2-3 business days |
For example, irrespective of codebase handover on delivery, Service Warranties beyond one month shall only be applicable for projects hosted by our organisation.
After the project is deployed and the handover (i.e., Demonstration and access delegation to the client) is done, the project party will be provided with two on call support during the first two months and single on call support for the next four months.
On call support consists of Feature Queries, Demos and re-tutorial, re-configuration, access generation, bug reporting and other queries related to the product.
Beyond six months, till the project or product lies under the maintenance of Mind Webs Ventures, up till one year of production, the client is requested to mail their queries, or else request for additional support packages.
From the second year onwards, the project party will be provided with 6 on call support for the entire year for free along with the basic maintenance package which is bundled with the services. If they require more support quota, please refer below for the additional support charges.
On-call Support Timings: 11 AM to 8 PM (Mon – Fri)
For normal queries, mail or message two days prior to fix the call. For bug reporting, error, or loss of access, call right away during the provided hours
Want more or require 24x7 support for your product? Please drop a mail to [email protected] for quotation.
The organisation reserves the right to modify the terms and conditions on this page at any time, without prior notice. These clauses supersede any previous verbal or written communications.