Refund & Cancellation Policy

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Introduction

At Smart Alix Retail Solution Pvt Ltd, we strive to deliver the best possible digital solutions by partnering with third-party service providers on our unified platform. This policy outlines our approach to refunds for services purchased or subscribed to through our platform.

General Policy Overview

This refund policy applies to all services offered through the Smart Alix Retail Solution Pvt Ltd platform ('the Platform') and is intended for our B2B clients. As a digital portal aggregating third-party service providers, refunds are subject to both Smart Alix Retail Solution Pvt Ltd’s policy and the policies of the respective third-party service providers ('Service Providers').

Eligibility for Refunds

Eligible Cases:
Service Unavailability: If a service purchased through our platform is not delivered or activated due to issues originating from our platform or the Service Provider.
Failure to Deliver: If the Service Provider fails to deliver the agreed-upon service within the stipulated time, as outlined in the service agreement.
Platform-Related Errors: If there are technical errors caused by Smart Alix Retail Solution Pvt Ltd’s platform that result in non-provision of the service.
Non-Eligible Cases:
Change of Mind: We do not offer refunds if the service is no longer required or was purchased by mistake after successful service provision.
Third-Party Policies: Where third-party service providers have their own refund policies, those policies shall govern refund decisions. Clients must adhere to those terms before seeking refunds through Smart Alix Retail Solution Pvt Ltd.

Requesting a Refund

To initiate a refund request, clients must contact our support team within 7 days of service failure or non-delivery.
Requests can be submitted via info@smartalix.in or through the client portal.
The following details must be provided:
Transaction ID or Invoice Number
Detailed explanation of the issue
Documentation supporting the refund claim (e.g., service failure proof)

Refund Processing

Initial Review: We will review the refund request and collaborate with the Service Provider to verify the claim within 5-7 business days.
Approval or Denial: If the refund request is approved, the refund amount will be credit based on the original payment method. If denied, an explanation will be provided.
Processing Time: Refunds may take 10-15 business days to reflect, depending on the payment method used and banking procedures.

Partial Refunds

Partial Services Rendered: If part of the service was successfully provided, Smart Alix Retail Solution Pvt Ltd reserves the right to issue a prorated refund.
Service Discrepancies: If the service received does not fully align with the description provided on the platform, partial refunds may be considered.

Service Subscriptions

Non-Refundable Fees: Fees for monthly or annual subscriptions are non-refundable once the service is activated, except in cases of service errors or non-provision.
Early Termination: Clients may cancel subscriptions at any time, but no refund will be provided for the unused portion of the subscription period unless there is a platform-related issue.

Third-Party Service Provider Policies

Smart Alix Retail Solution Pvt Ltd aggregates services from third-party providers, and clients are subject to the terms and conditions of those providers.
In cases where the refund policy of the Service Provider differs from this policy, the provider’s policy will take precedence, and any refund will be processed accordingly.

Non-Refundable Services

Certain services may be marked as non-refundable due to the nature of the service or specific terms of the Service Provider. In such cases, this will be clearly stated at the point of sale or within the service agreement.

Dispute Resolution

If a client disagrees with the outcome of a refund request, they may escalate the matter to our dispute resolution team by contacting info@smartalix.in. We will make every effort to resolve the issue amicably and in compliance with applicable laws.

Contact Us

For refund-related requests, clients may contact us using the following details:
Email: info@smartalix.in
Smart Alix Retail Solution Pvt Ltd
503, Shagun Arcade, PU-4, Near Vijay Nagar Square, Vijay Nagar, Ratna Lok Colony, Indore, Madhya Pradesh 452010

Changes to the Refund Policy

Smart Alix Retail Solution Pvt Ltd reserves the right to modify this refund policy at any time. Any changes will be effective immediately upon posting on the platform. Clients are encouraged to review the refund policy regularly.