This policy explains when fees paid to Wilaya Group are refundable. It applies alongside our Terms and Conditions and the written proposal or agreement for your specific project (the “Engagement Terms”). Where the Engagement Terms say something different, they prevail.
1. We sell services, not goods
Wilaya Group provides custom software development, automation and related services. We do not sell physical products, and nothing we supply can be returned or exchanged. References to “returns” in this policy should be read as referring to refunds of fees.
2. Demos are free
Before you commit to anything, we build a working demo using your own data. This is provided free of charge. You are under no obligation to proceed, and there is nothing to refund if you decide not to.
3. Fixed-price, phased work
We quote a fixed price for a defined scope, and we deliver in phases. Each phase is agreed and invoiced separately, so your exposure at any point is limited to the phase you are currently in, not the whole project.
4. When you can get a refund
We will refund fees you have paid in the following circumstances:
- We have not started. If you cancel before we begin work on a paid phase, that phase is refunded in full.
- We fail to deliver. If we do not deliver the agreed scope of a phase, and we cannot put it right within a reasonable time after you have told us in writing what is wrong, we will refund the fee for that phase.
- We cancel. If we withdraw from an engagement for reasons that are not your fault, we refund any fees paid for work not yet delivered.
5. When you cannot
Fees are generally non-refundable once we have started building a paid phase. Specifically, we do not refund:
- Work that has already been delivered and accepted.
- A phase you cancel partway through, other than for any portion of the fee covering work we have not yet done.
- Fees where the delay or failure is caused by you — for example, if you do not provide the access, data, approvals or third-party accounts we need, despite reasonable requests.
- Third-party costs we have already incurred on your behalf, such as hosting, domains, platform fees or paid APIs.
- Monthly support fees for a month already in progress.
- Any outcome-based claim. We do not guarantee commercial results, and dissatisfaction with results is not grounds for a refund where the agreed scope was delivered.
6. Changes of scope
If you ask for work outside the agreed scope, we will quote it separately before doing it. You are never charged for scope you did not approve, and equally, a change of mind about scope already built is not a basis for a refund.
7. Support subscriptions
Ongoing support is billed monthly and can be cancelled at any time with 14 days’ written notice. Cancellation stops future billing. The current month is not refunded, and support continues until the end of the period you have paid for.
8. How to request a refund
Email syed@wilayagroup.com with your project name, the invoice or payment reference, and a clear description of the problem. We will respond within 7 working days. Where a refund is due, we will process it within 14 working days of agreeing it, to the original payment method where possible.
9. Let’s talk first
Most refund requests come from a misunderstanding about scope, and most are fixable. Before asking for your money back, tell us what is wrong. We would rather fix the work than return the fee.
10. Contact
Wilaya Group
Email: syed@wilayagroup.com
Phone / WhatsApp: +91 7209808986
Address: New Delhi, India