Refund & Cancellation Policy

1. About Us

eNewcleus is a brand of S.S. Techsource Private Limited, an e-commerce service provider based in Indore, Madhya Pradesh, India.

In this policy, “we”, “us”, and “our” refer to eNewcleus, while “you”, “your”, or “client” refers to the person or business purchasing or engaging our services.

This policy applies to services requested through our website, enquiries, quotations, email, phone, WhatsApp, or other authorised communication channels.

2. Nature of Our Services

eNewcleus provides professional digital and e-commerce related services, which may include:

• Website development and design
• E-commerce website development
• Shopify-related services
• Marketplace seller account services
• Marketplace listing and catalogue services
• Marketplace advertising and PPC services
• Seller account management and support
• Website maintenance and support
• Other digital and related services agreed with the client

The exact scope, deliverables, timelines, pricing, payment schedule, and other commercial terms may vary from project to project.

Where a quotation, proposal, invoice, work order, service agreement, or other written agreement has been accepted by the client, the specific terms stated in that document will also apply.

3. Pricing and Quotations

Our services may be provided on a quotation-based pricing model.

The final price may depend on factors such as:

• Catalogue size
• Number of products or pages
• Scope of work
• Technical requirements
• Customisation requirements
• Integrations
• Marketplace requirements
• Advertising requirements
• Development complexity
• Third-party services or charges
• Ongoing maintenance or support requirements

A quotation or proposal provided to a client may contain specific payment, cancellation, refund, or project terms. Where such terms are expressly agreed upon, they will apply to that particular engagement.

4. Cancellation by the Client

A client may request cancellation of a service by contacting us through the official contact details provided on our website.

Cancellation requests should be made as early as reasonably possible.

Once work has started, cancellation may not automatically entitle the client to a full refund because resources, time, development work, research, planning, account management, design, configuration, or other services may already have been provided.

The amount, if any, refundable after cancellation will depend on:

• The nature of the service
• Work already completed
• Work in progress
• Resources already allocated
• Third-party costs already incurred
• Payments already made to external service providers
• The applicable quotation, invoice, proposal, or agreement
• Any applicable legal requirements

Any refund determination will be made in accordance with the applicable service terms and applicable law.

5. Refund Eligibility

Refunds are considered on a case-by-case basis, depending on the nature of the service and the circumstances of the request.

Where applicable, a refund may be considered when:

• We are unable to provide the agreed service and no mutually acceptable alternative can be provided.
• A payment has been made in error or duplicated.
• A refund is specifically provided for in the applicable quotation, invoice, proposal, or service agreement.
• A refund is otherwise required under applicable law.

A refund may not be available for work, services, or deliverables that have already been completed or substantially performed, subject to the terms agreed with the client and applicable law.

6. Non-Refundable or Third-Party Costs

Certain amounts may not be refundable where they have already been paid to or incurred through third-party providers.

These may include, where applicable:

• Domain registration or renewal charges
• Hosting charges
• Shopify or other platform charges
• Marketplace fees
• Advertising or PPC spend
• Payment gateway charges
• App or software subscription charges
• API or third-party service charges
• Premium themes, plugins, tools, licences, or software
• External service-provider charges
• Other third-party costs specifically incurred for the client’s project

Such costs will be treated according to the applicable third-party provider’s terms and the terms agreed with the client.

7. Marketplace and Advertising Services

For marketplace-related services, including seller account management, listing optimisation, advertising, PPC management, catalogue management, and account support, the client understands that work may involve third-party marketplace platforms.

Marketplace fees, advertising spend, platform charges, penalties, commissions, or other charges imposed directly by a marketplace are separate from our professional service fees unless expressly stated otherwise.

Amounts already spent or charged by a marketplace, advertising platform, payment provider, or other third-party service provider may not be refundable by eNewcleus.

We are not responsible for refunds, credits, penalties, or charges imposed directly by a third-party marketplace or service provider, except where such responsibility is expressly accepted by us in writing or required by applicable law.

8. Cancellation After Work Has Started

If a client requests cancellation after the commencement of work, we may assess the work completed up to the cancellation date.

Depending on the project and agreed commercial terms:

• Completed work may be charged.
• Work already performed may be deducted from any eligible refund.
• Third-party costs already incurred may be deducted.
• Outstanding amounts for completed services may remain payable.

Where appropriate, we may provide the client with the completed or available deliverables after settlement of applicable outstanding payments and subject to the agreed project terms.

9. Client Delays and Required Information

Project timelines may depend on the client providing required information, content, credentials, approvals, access, product data, images, documents, or other materials.

If a project is delayed because the client does not provide the required information, approvals, access, or feedback within a reasonable period, such delay will not automatically create a right to a refund.

If prolonged client-side delays materially affect the project, we may pause the work until the required information or approval is received.

Any resulting changes to timelines, scope, or additional costs will be communicated to the client where reasonably applicable.

10. Change of Scope

A request to add new features, pages, products, integrations, revisions, services, or other work outside the originally agreed scope may be treated as additional work.

Additional work may require additional charges and may be subject to a separate quotation or written approval.

Cancellation or refund requests arising solely because the client later changes the scope or requirements will be assessed according to the agreed project terms and work already completed.

11. Refund Request Process

To request a refund, cancellation, or payment-related review, the client should contact us using the details provided in this policy.

The request should include, where available:

• Client name
• Business name
• Invoice or quotation number
• Service purchased
• Date of payment
• Amount paid
• Reason for the request
• Relevant supporting information

We may request additional information or documents where necessary to verify the payment and evaluate the request.

12. Refund Processing

If a refund is approved, it will generally be processed using the original payment method or another mutually agreed method, subject to the capabilities and processing timelines of the relevant payment provider.

The time taken for the refunded amount to appear in the client’s account may depend on the bank, payment gateway, card issuer, or other payment service provider.

Any applicable deductions, third-party charges, or legally permitted adjustments will be communicated where applicable.

13. Duplicate or Incorrect Payments

If a client accidentally makes a duplicate payment or pays an incorrect amount, the client should contact us as soon as possible.

After verification, the excess amount may be refunded or adjusted against an outstanding invoice, subject to applicable payment-processing requirements and applicable law.

14. Service Dissatisfaction and Corrections

If you believe that a delivered service does not materially match the agreed scope, please contact us promptly with details of the issue.

Where appropriate, we may review the matter and, depending on the agreed scope, provide reasonable corrections, revisions, or another appropriate resolution.

Minor differences in design, appearance, third-party platform behaviour, or technical limitations that were not part of the agreed scope will not automatically constitute grounds for a refund.

15. Third-Party Platforms and Services

Our services may involve third-party platforms, marketplaces, hosting providers, payment gateways, applications, APIs, software, or other external services.

The availability, functionality, policies, pricing, restrictions, or performance of such third-party services may change independently of us.

We do not control third-party platforms and cannot guarantee their continued availability or functionality.

Any refund, cancellation, subscription, or payment relating directly to a third-party service may be subject to that provider’s own terms and policies.

16. Refunds Required by Applicable Law

Nothing in this Refund & Cancellation Policy is intended to exclude, restrict, or override any rights or remedies that cannot lawfully be excluded or restricted under applicable Indian law.

Where applicable law requires a refund, cancellation, replacement, correction, or other remedy, we will comply with the applicable legal requirement.

17. No Guaranteed Business Results

Payment for our professional services does not guarantee a particular level of sales, revenue, traffic, rankings, advertising performance, marketplace orders, conversions, or business results unless a specific written guarantee has been expressly agreed upon.

Results may depend on factors outside our control, including marketplace policies, competition, advertising costs, product pricing, product quality, inventory, customer demand, platform algorithms, market conditions, and client-side decisions.

Failure to achieve an expected business result does not by itself create a refund entitlement unless otherwise agreed in writing or required by applicable law.

18. Cancellation of Ongoing Services

For ongoing or recurring services, the client may request cancellation by providing notice through an authorised communication channel.

The effective cancellation date and any applicable notice period, outstanding payment, or final billing will be determined by the applicable quotation, invoice, proposal, service agreement, or other agreed terms.

Cancellation of an ongoing service does not automatically cancel amounts that became payable before the effective cancellation date.

19. Disputes Regarding Payments or Refunds

If you have a concern regarding a payment, cancellation, or refund, we encourage you to contact us first so that we can review and attempt to resolve the matter.

We will review the relevant quotation, invoice, payment records, communication, scope of work, and other relevant information before reaching a resolution.

Nothing in this section limits any rights available to a consumer under applicable law.

20. Contact Us & Grievance Officer

For cancellation requests, refund requests, payment concerns, or complaints relating to this policy, you may contact us using the details below.

We will review and respond to refund, cancellation, and grievance-related requests within the applicable timeframe.

21. Changes to This Policy

We may update or modify this Refund & Cancellation Policy from time to time to reflect changes in our services, business practices, payment methods, legal requirements, or other operational requirements.

The latest version will be made available on this page.

The “Last Updated” date at the beginning of this policy indicates when the policy was most recently revised.

22. Governing Law & Jurisdiction

This Refund & Cancellation Policy is governed by the laws of India.

Subject to applicable law, the courts located in Indore, Madhya Pradesh, India shall have jurisdiction over matters relating to this Refund & Cancellation Policy.