Refund & Cancellation Policy

This policy explains how cancellations and refunds are handled for custom development engagements (CRM, AI assistants, web/app development, AI model training) and for subscription-based SaaS products (hotel booking, restaurant booking) delivered by S N Solutions.

1. Custom Development Projects

For custom-scoped projects, refund eligibility depends on how much time has passed since work began:

• Before work begins: If a project is cancelled before any work has started, 100% of the deposit is refunded, minus any non-recoverable payment processing fees.
• Within 4 hours of work starting: 90% of the amount paid is refunded; 10% is retained to cover initial setup and resource allocation.
• Within 7 days of work starting: 70% of the amount paid is refunded; 30% is retained for work performed and resources committed during that period.
• After 7 days of work starting: No refund is issued. Payments are considered earned for work performed, team time committed, and resources allocated to the project.

For projects billed in milestones, each milestone payment becomes non-refundable once that milestone's work has been delivered and accepted, regardless of the overall project timeline.

2. Subscription-Based SaaS Products

For our hotel booking and restaurant booking SaaS platforms, billed on a recurring (monthly or annual) basis:

• Subscription fees already charged for the current billing cycle are non-refundable.
• You may cancel at any time to stop future billing cycles; access continues until the end of the current paid cycle.
• Onboarding, setup, or customization fees (if any) follow the Custom Development Projects tiers above, based on time elapsed since work began.

3. How to Request a Cancellation or Refund

Email [email protected] with your project/invoice details and the reason for cancellation. We will confirm the applicable refund amount in writing before processing.

4. Refund Processing

Approved refunds are processed to the original payment method (e.g. via Airwallex or PayPal) within 7–10 business days of confirmation. Processing times beyond this may depend on your bank or payment provider.

5. Exceptions

Refund terms may be varied for a specific engagement only if agreed in writing (e.g. in a signed proposal or statement of work), in which case the written agreement takes precedence over this policy.

6. Contact Us

For questions about this policy, contact us at [email protected].