Refund Policy

At Infinite Sparks Enterprises Limited ("Company," "we," "us," or "our"), we are committed to delivering high-quality IT services and ensuring client satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be issued for payments made for our services. By engaging our services and making payment, you acknowledge that you have read and agree to this policy.

This policy should be read in conjunction with our Terms of Use and any applicable Statement of Work (SOW) or service agreement.

1. General Principles

• All refund requests are evaluated on a case-by-case basis, considering the nature of the service, the work completed, and the circumstances of the request.
• The provisions of any signed Statement of Work (SOW) or service agreement shall take precedence over this general Refund Policy in the event of conflict.
• Refunds will be issued using the original payment method unless otherwise agreed in writing.
• We strive to resolve any concerns through communication and remediation before processing refunds.

2. Refund Eligibility by Service Type

2.1 Custom Software Development & Web/Mobile Applications

2.2 IT Consulting & Advisory Services

• Prepaid consulting hours: Unused prepaid hours may be refunded if the client provides written notice of cancellation at least seven (7) business days before the scheduled session.
• Completed sessions: No refunds for consulting sessions that have been conducted. All delivered reports, assessments, and recommendations are considered final upon delivery.
• Retainer agreements: Retainers are non-refundable unless the engagement is terminated due to our inability to perform. Unused retainer hours do not carry over unless specified in the agreement.

2.3 Managed IT Services & Subscriptions

• Monthly subscriptions: Clients may cancel at any time with thirty (30) days' written notice. Services will continue through the end of the current billing period. No pro-rated refunds for partial months.
• Annual subscriptions: Cancellation within the first thirty (30) days qualifies for a pro-rated refund minus a reasonable administration fee. After thirty (30) days, annual subscriptions are non-refundable.
• Set-up fees: Initial setup, configuration, and onboarding fees are non-refundable once the setup process has commenced.

2.4 Cloud & Infrastructure Services

Cloud hosting, server provisioning, domain registration, and third-party software licenses procured on behalf of the client are non-refundable as these represent costs incurred with third-party providers. We will assist with cancellation and transfer of such services where possible.

2.5 Training & Workshops

• Cancellation 14+ days before: Full refund or rescheduling at no additional cost.
• Cancellation 7–13 days before: 50% refund or complimentary rescheduling.
• Cancellation less than 7 days before: No refund; rescheduling subject to availability and may incur additional fees.
• No-shows: Non-refundable and non-transferable.

3. How to Request a Refund

To initiate a refund request, please follow these steps:

1. Submit a written request via email to info@infinitesparks.net with the subject line "Refund Request – [Your Name / Invoice Number]."
2. Include the following information:
   • Your full name and company name
   • Invoice number and date of payment
   • Amount paid and refund amount requested
   • Detailed reason for the refund request
   • Any supporting documentation (e.g., correspondence, screenshots)
3. Acknowledgement: We will acknowledge receipt of your request within two (2) business days.
4. Review and Decision: Our team will review your request and provide a decision within ten (10) business days. Complex cases may require additional time, in which case we will keep you informed of the status.
5. Processing: Approved refunds will be processed within fourteen (14) business days of the approval decision, via the original payment method.

4. Non-Refundable Items

The following are strictly non-refundable under all circumstances:

• Services that have been fully delivered and accepted (explicitly or through the acceptance period)
• Third-party licenses, subscriptions, and software procured on the client's behalf
• Domain name registrations and renewals
• Cloud hosting and infrastructure costs already incurred with third-party providers
• Emergency or expedited service fees
• Travel expenses incurred for on-site consulting
• Administrative and processing fees
• Services rendered under an accepted and completed milestone

5. Chargebacks and Payment Disputes

We strongly encourage clients to contact us directly to resolve any payment concerns before initiating a chargeback or dispute with their payment provider. Filing a chargeback without first engaging our refund process may result in:

• Immediate suspension of all active services and access to deliverables
• Revocation of any licenses granted under the agreement
• Reporting of the dispute to relevant business and credit bureaus
• Recovery of costs associated with the chargeback, including administrative fees and payment processor penalties
• Legal action to recover amounts owed, including reasonable legal fees

6. Our Quality Guarantee

We stand behind the quality of our work. If you are dissatisfied with any deliverable, we offer the following remediation before considering a refund:

• Bug Fix Period: All custom software development includes a thirty (30) day bug fix period after delivery, during which we will resolve any defects at no additional cost.
• Revision Rounds: Most projects include revision rounds as specified in the SOW. We will work with you to address any concerns within the agreed scope.
• Escalation: If initial remediation does not resolve the issue, the matter will be escalated to our project management team for review.

7. Force Majeure

Neither party shall be liable for delays or failure to perform due to circumstances beyond reasonable control, including but not limited to natural disasters, pandemics, acts of government, wars, strikes, or infrastructure failures. In such events, both parties will work together in good faith to either reschedule the services or arrange appropriate adjustments to fees.

8. International Client Considerations

8.1 Consumer Protection Laws

We recognize that certain jurisdictions provide consumers with statutory rights that cannot be excluded or limited by contract. Nothing in this Refund Policy is intended to exclude or limit any rights you may have under mandatory consumer protection laws in your jurisdiction, including but not limited to:

• European Union: Consumer Rights Directive (Directive 2011/83/EU) — 14-day cooling-off period for distance contracts where applicable to the nature of the service.
• United Kingdom: Consumer Rights Act 2015 — right to a refund for services not performed with reasonable care and skill.
• Australia: Australian Consumer Law — consumer guarantees for services.
• Canada: Provincial consumer protection legislation.

Where mandatory consumer protection laws provide you with greater refund rights than those set out in this policy, those statutory rights shall prevail.

8.2 Currency and Exchange Rates

Refunds for international payments will be issued in the original currency of payment. Any differences in the refunded amount due to currency exchange rate fluctuations between the date of payment and the date of refund are the responsibility of the client. We are not liable for any exchange rate losses.

9. Amendments to This Policy

We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with a revised "Effective Date." Material changes will be communicated to existing clients via email. The version of the Refund Policy in effect at the time of payment shall govern the applicable transaction.

10. Contact Information

For refund requests, billing inquiries, or questions about this policy, please contact us: