Capital Numbers Refund Policy

At Capital Numbers, our goal is to ensure the highest level of satisfaction and service for our clients. Recognizing that each project is unique in its requirements and complexities, we offer a range of agreements — Time & Materials (T&M), Fixed Cost, Dedicated, and Agile — tailored to best meet your project needs.

Our refund policy is designed to be both transparent and equitable, reflecting our commitment to client satisfaction and acknowledging the dedicated effort and resources invested in each project.

Below are the specifics of our refund policies, adjusted to clarify and improve understanding.

Coverage & Scope

This refund policy exclusively governs the issuance of refunds by Capital Numbers for services rendered by us. It shall not apply to any entities not owned or controlled by Capital Numbers, nor to individuals not employed or overseen by Capital Numbers, encompassing any third-party service and/or product providers.

Time & Materials (T&M)

For projects under the Time & Materials (T&M) agreement, clients are eligible for refunds on unused hours that have not expired or rolled over, in line with the rollover clause specified in the agreement. This policy ensures you only pay for the services you utilize, offering flexibility and fairness in billing.

Fixed Cost

Projects under a Fixed Cost agreement are eligible for a refund in the event of termination, provided the work completed by Capital Numbers is jointly assessed by the client and Capital Numbers. To clarify and improve the process, this assessment will be carried out as follows:

1. Objective Assessment: The assessment will be based on clearly defined project milestones and deliverables, as outlined in the initial project agreement.
2. Scope Review: Both parties will review the scope of work and evidence of work completed, including delivered outputs, and timesheets where applicable.
3. Resolution: Should the assessment reveal that the percentage of work completed is less than the payments received, a refund for the balance will be issued.

This structured approach aims to minimize subjective interpretation and potential legal complications, ensuring fairness and transparency.

Eligibility for a refund for fixed cost projects is contingent upon either the non-delivery of any source code to you, or the website not having been published on live/public servers.

Dedicated

For Dedicated agreement projects, clients are entitled to a 100% refund if cancellation occurs within the trial period, offering a risk-free assessment of our services. Post-trial, refunds are not available, and the agreement can only be terminated as per the termination clause within the agreement. It is important to note that no refunds are issued for past periods of work. However, for the current month, unused hours may be refunded in rare cases where it is deemed necessary.

Agile

Under the Agile agreement, no refunds are issued for past sprints, as these are considered reviewed and approved by the client. For the current sprint, a joint assessment of the work done will be conducted. This process ensures fairness and acknowledges the iterative and collaborative approach of the agile methodology.

Filing a Complaint

At Capital Numbers, each project is embarked upon with the end goal in clear view, bearing a shared responsibility between us and our clients. We firmly believe in exerting every possible effort to resolve any instances of service-related dissatisfaction, striving for a solution that is mutually satisfactory. Resorting to a refund is considered only when all other avenues have been thoroughly explored and deemed unviable.

Our ultimate objective is to achieve a resolution that both parties can agree upon. Should there remain any dissatisfaction despite these efforts, we kindly request that you allocate a few moments to contact us at [email protected] for a conclusive discussion before proceeding with a refund request.

A refund claim should only be considered as a last resort, following exhaustive attempts at dialogue and when it becomes evident that a mutually agreeable resolution cannot be attained.

General Conditions

1. Refund requests must be formally submitted in writing within one week following the notification to Capital Numbers regarding the termination of the agreement.
2. Refunds will be processed back to the original payment method used by the client unless otherwise agreed upon.
3. In cases where the refund is to be made via PayPal, please note that a delay of 2-3 weeks is expected. This is due to the fact that Capital Numbers does not prefer PayPal due to regulatory restrictions in India that prevent direct funding of PayPal accounts. However, we will endeavor to process the refund as soon as possible, contingent upon our account being funded by other client payments.
4. Capital Numbers shall not be responsible for payment of any transaction fees or any other charges levied by bank, credit card processor or PayPal for processing the refund.
5. Refunds will be processed in the currency in which the original payment was made. Should this currency differ from your local currency, your financial institution may impose currency conversion fees, or fluctuations in exchange rates may cause discrepancies between the refunded amount and the initial payment when converted back to your local currency. Any fees incurred or losses sustained during this conversion process shall be borne exclusively by you.
6. This policy is subject to change at the discretion of Capital Numbers. Any changes will be communicated to existing clients in writing.
7. The applicability of the refund policy is contingent upon the timely provision of all necessary information required for the successful execution of the project by the client. Capital Numbers shall not be held responsible for delays or failures in project completion that arise due to inadequate communication or the provision of incomplete information by the client.
8. Furthermore, if the client fails to provide comprehensive and complete information at the outset of the project, Capital Numbers is absolved of its obligations to meet previously stipulated delivery timelines or refund commitments.
9. Compensation for delayed project delivery is not entertained under any circumstances, except in instances where there exists a legally binding agreement that incorporates a penalty clause specifically addressing delays in delivery.

Limitation of Liability

It is expressly agreed that Capital Numbers shall not be liable for any indirect, special, consequential, or incidental damages, including but not limited to loss of profits, business interruption, or loss of data, arising out of or in connection with the use of or inability to use the services, even if Capital Numbers has been advised of the possibility of such damages.

Refund Processing Time

Refunds will be processed within four weeks of the formal request submission, barring delays outside our control, such as banking delays, communication lags from the client, or issues with PayPal funding. We commit to making every reasonable effort to process refunds promptly within these parameters.

Conclusion

Capital Numbers is committed to maintaining transparency and integrity in all client interactions, including billing and refunds. This revised refund policy aims to protect both our clients and our business, ensuring a mutually beneficial relationship. Should you have any questions or concerns regarding this policy, please do not hesitate to contact your project manager or our customer support team.