Effective Date: 1 July 2025

This Refund Policy applies to all services provided by Chaturvedi Software House LLC. We are committed to fair and transparent practices. Please read this policy before entering into any service agreement with us.

1. General Policy

CSH provides professional services that involve significant time, expertise, and resources. Refunds are therefore considered on a case-by-case basis, subject to the conditions outlined below.

2. Project-Based Engagements

Before Work Commences

If you cancel a project before any work has started, 100% of any advance payment will be refunded, less any administrative charges incurred.

After Work Has Commenced

Once work has started, refunds are calculated based on the proportion of work completed at the time of cancellation:

• Less than 25% complete: 50% of the advance is refundable.
• 25% to 50% complete: 25% of the advance is refundable.
• More than 50% complete: No refund is applicable.

The percentage of completion will be determined by CSH based on documented project progress and mutual agreement.

3. Annual Maintenance Contracts (AMC)

• AMC fees are non-refundable once the contract period has commenced.
• If an AMC is cancelled before the start date, a full refund will be issued.
• No partial or pro-rata refunds are available for unused AMC periods.

4. Tally Software Subscription (TSS)

TSS is an annual subscription for Tally software updates and support, processed through Tally Solutions.

• A full refund of TSS fees can be requested within 14 days of the original subscription date.
• The 14-day window is calculated from the subscription activation date or the payment date whichever was done earlier.
• No refund is available after 14 days from the subscription date.
• Renewal TSS fees follow the same 14-day rule from the renewal subscription date.

5. New Tally Licence

A new Tally software licence purchased through CSH is eligible for a partial refund subject to the following:

• Refund requests must be submitted within 30 days of purchase.
• The refund amount will be assessed based on Tally Solutions’ applicable refund or cancellation policy at the time of the request.
• CSH will facilitate the refund process with Tally Solutions on the client’s behalf. The final refundable amount is subject to Tally Solutions’ approval.
• No refund is available on Tally licences after 30 days of purchase.

6. Other Third-Party Software and Services

Fees paid for eResource ERP licences or other third-party products are governed by the respective vendor’s refund policy. CSH does not offer refunds on fees once they have been passed to the vendor.

7. Implementation Services

Implementation fees are non-refundable once work has commenced. This includes ERP setup, configuration, data migration, and go-live support. The project-based cancellation terms in Section 2 apply only to the development and customisation portion of an engagement, not to implementation work.

8. Training Services

• Cancellations made more than 7 days before the training date: full refund.
• Cancellations made 3 to 7 days before the training date: 50% refund.
• Cancellations made less than 3 days before, or no-shows: no refund.

Rescheduling is permitted once, subject to availability, with at least 48 hours’ notice.

9. Defective Deliverables

If a deliverable does not meet the agreed specifications, CSH will first attempt to rectify the issue at no additional cost. If the issue cannot be resolved within a reasonable timeframe, a partial or full refund may be considered depending on the nature and severity of the defect.

10. How to Request a Refund

To request a refund, please contact us in writing with:

• Your name and company name.
• Invoice number and date of payment.
• Reason for the refund request.

Send your request to inquiry@ca-eim.com. We will acknowledge your request within 2 business days and respond with a decision within 7 business days.

11. Refund Processing

Approved refunds will be processed within 14 business days. Refunds will be issued via the same payment method used for the original transaction, unless otherwise agreed.

12. Disputes

If you are not satisfied with our refund decision, you may escalate the matter in writing to our Managing Director. We will endeavour to resolve all disputes amicably. Unresolved disputes are subject to the jurisdiction of the courts of Dubai, UAE.

13. Contact

Email: inquiry@ca-eim.com

Website: cshllc.ae

Address: Dubai, United Arab Emirates