Refund Policy

This Refund Policy ("Policy") governs all payments made to MLM Bazaar ("Provider", "we", "us") for white-label MLM software, direct-selling ecommerce engines, custom compensation plan configuration, managed hosting, and related implementation services (collectively, the "Services").

This Policy forms part of and must be read together with our Master Service Agreement and Terms and Conditions. By remitting any deposit, fee, or renewal payment, you agree to the refund terms stated below. If you do not agree with this Policy, do not remit payment.

1. Overview & applicability

This Policy applies uniformly to all MLM Bazaar packages and engagements, Starter, Growth, Business, and Enterprise, regardless of compensation plan type (Binary, Matrix, Unilevel, Monoline, Generation, Donation, Direct Selling/Ecommerce, or Custom/Hybrid). There are no separate refund tiers.

What this Policy covers:

• Initial software configuration and custom build fees (the 50/50 milestone structure).
• Annual managed hosting, domain/SSL renewals, and maintenance/AMC fees from Year 2 onward.
• Add-on services quoted separately: API integrations, payment gateway setup, SMS/WhatsApp gateway, mobile apps, and legacy data migration.

Core Principle, Work Done Is Non-Refundable: Any software, module, or service for which development labour, configuration hours, or third-party provisioning has been applied is non-refundable. This reflects direct development cost for the duration work was performed. A refund is only possible when no work has begun, as defined in Section 2.

Where a refund is approved, it is issued inclusive of GST as originally invoiced, less only the deductions stated in this Policy (payment gateway charges and administrative fee where applicable).

2. Payment milestones & 24-hour cooling window

All engagements follow a milestone structure unless a written Service Agreement states otherwise. There are no exceptions for 100% upfront or deferred terms unless expressly agreed in writing before payment.

• 50% Upfront Milestone: Payable prior to initiating any custom demo build, compensation plan logic configuration, or platform branding.
• 50% Final Balance: Payable upon successful User Acceptance Testing (UAT) completion and strictly within a maximum of seven (7) calendar days of production launch. Failure to settle the final balance within this window permits MLM Bazaar to suspend software access, disable domain routing, or isolate hosted databases until dues are cleared, as stated in our Master Service Agreement.

Definition of "Work Has Begun":

For refund purposes, work is considered to have begun when any of the following has occurred: (a) purchase or provisioning of domain and/or hosting on your behalf, or (b) initiation of staging environment configuration for your compensation plan. The Demo Completed email sent by MLM Bazaar is conclusive proof that work is done.

24-Hour Cooling Window (Before Work Has Begun Only):

• If you submit a written cancellation via email within 24 hours of the upfront deposit and before work has begun as defined above, you are eligible for a refund of the deposit amount less (i) payment gateway charges and applicable GST already incurred (typically 3 to 5%), and (ii) a ₹1,500 administrative processing fee.
• After the 24-hour window, or once work has begun, even by minutes, the 50% upfront milestone becomes strictly non-refundable. No partial refund, credit, or adjustment is available at that stage.
• Partial refunds are only applicable when work has not begun. There is no pro-rata refund for partially completed labour.

Summary Table:

No Exception for Change of Mind: Dissatisfaction unrelated to a verifiable delivery failure, including change in business plan, budget, partner decision, or regulatory concern, does not qualify for a refund once work has begun.

3. What is non-refundable

The following are strictly non-refundable once ordered, provisioned, or performed, whether or not a broader project refund is otherwise discussed:

• Development Labour & Configuration Hours: All hours applied to compensation plan logic, module setup, branding, and staging builds, including labour for partly completed work.
• Domain Registration, Hosting, and SSL: All third-party infrastructure purchases made on your behalf. These are paid to external registrars/hosts who do not offer refunds.
• API Integrations: Payment gateway integrations, WhatsApp Business API, SMS gateways, and any other third-party API work.
• Data Migration Services: Legacy data import, genealogy mapping, order history migration, and e-wallet migration.
• Mobile Applications & Add-On Modules: Android / iOS distributor apps, franchise/stockist modules, and custom hybrid logic once configured.
• Consumed Third-Party Credits: SMS credits, WhatsApp credits, or gateway transaction fees already consumed.
• Taxes and Fees on Delivered Work: GST and payment gateway charges attributable to non-refundable work are not separately refundable.

If a refund is approved under the 24-hour cooling window, the deduction for gateway/GST and the ₹1,500 admin fee will be itemized in the refund confirmation.

4. Staging demo, UAT & scope freeze

MLM Bazaar provides a working staging demo configured with your agreed compensation plan rules before production launch. This demo is your opportunity to verify distributor registration, genealogy placement, e-wallet behaviour, TDS handling, and commission calculations.

• Demo Completed Email: Upon readiness, we send a Demo Completed email with staging access. This email marks formal evidence that work has been completed for the agreed scope. From this point, the upfront deposit is non-refundable and the final 50% balance is due per Section 2.
• UAT & Bug Fixes Included: Calculation errors or functional bugs identified during UAT that deviate from the scope agreed at project start will be corrected before launch at no additional cost. Typical UAT spans 3 to 7 business days, though you may take the time necessary to verify readiness.
• Scope Freeze, Plan Cannot Be Changed: The compensation plan and feature scope are frozen as per the discussion and written alignment at project start. You cannot change the plan type (e.g., Binary to Matrix, adding Generation or hybrid rules) after work has begun without it being treated as a new, separately quoted change request. MLM Bazaar will deliver strictly as per the discussed and agreed plan.
• Post-Launch Claims: If, after email sign-off and production launch, you state the system is "not as expected" but the delivered scope matches the agreed plan and staging demo, that request will be handled as a billable change request, quoted separately before work begins. It does not qualify for a refund. Refunds are not offered after launch.
• Remedy for Delivery Issues: In the event of a verifiable failure to deliver the agreed scope where the deviation is confirmed by MLM Bazaar in writing after reasonable rework attempts, the remedy is rework and fix only, not a monetary refund. There is no cash refund for delivery disputes; the obligation is to bring the system into alignment with the agreed scope.

5. Abandoned projects & non-responsiveness

If you become non-responsive after the staging demo is ready or after launch, i.e., you do not approve, do not pay the balance, or do not respond to communications, the following applies:

• 15-Day Grace Period: If you re-establish contact within 15 calendar days of non-responsiveness, the project may be resumed upon payment of the remaining balance plus an additional fee to cover extended staging retention and re-scheduling. The amount of this fee will be confirmed in writing at the time.
• 30-Day Forfeiture: If silence exceeds 30 calendar days from the Demo Completed email (or from the production launch date where applicable), the engagement is considered abandoned and the upfront deposit is forfeited in full. No refund is available. To restart, a new engagement at the full current package price is required.
• Right to Demand Balance: Where work is complete (demo delivered or system launched), MLM Bazaar retains the right to demand and invoice for the remaining 50% balance even if you have become non-responsive or state you no longer wish to proceed.

6. Renewals, reactivation & data portability

Annual Hosting, Domain & AMC Renewals (Year 2 onward):

• Renewal fees for managed hosting, domain/SSL maintenance, and standard technical support are payable prior to the renewal date to ensure uninterrupted uptime and database accessibility.
• No refunds on renewals. Once a renewal payment is processed, no refund, full, partial, or pro-rata, is available, even if you cancel days into the renewed term. Renewal funds are immediately applied to third-party providers (registrars, cloud infrastructure) who do not entertain refunds or prorations.
• Non-renewal will result in suspension and eventual server decommissioning per the Master Service Agreement.

Reactivation:

• If your instance is suspended due to non-renewal or overdue balance, reactivation requires payment of all outstanding dues plus a fixed ₹5,000 reactivation charge, in addition to the renewal fee for the new term.

Data Portability, Conditional on Cleared Dues:

• You retain 100% ownership of your operational data as stated in the Master Service Agreement. You may request a complete data export (e.g., SQL dump / CSV exports) at any time while your account is in good standing, and within a strict 30-day grace period after termination or expiration before the server instance is permanently wiped.
• Without clearing all pending dues, no refund, no data export, and no new feature or reactivation work will be performed. Pending dues must be settled in full before any export file is generated.

7. How to request a refund

Refunds are handled only via email, the single official channel. Requests via WhatsApp, phone, or social media are not considered valid submissions.

To request a refund:

• Email support@mlmbazaar.com with subject line: Refund Request, [Your Business Name], [Invoice/Transaction ID].
• Include: Invoice or transaction ID, date of payment, payment method, business/organization name, and reason for the request.
• Eligibility will be verified against the timestamps of payment receipt and work commencement (domain/hosting provisioning and Demo Completed email logs).

Processing:

• Approved refunds are processed within 7 business days of written approval.
• Refunds are issued to the original payment method only (same UPI, card, or bank account used for the original payment). Alternate payees or methods are not available.
• You will receive a written refund confirmation itemizing any deductions (gateway/GST and ₹1,500 admin fee where applicable).

Duplicate or Erroneous Payment:

• If you have been charged twice for the same milestone due to a gateway error (duplicate transaction), notify us by email within 7 calendar days. Verified duplicate charges are refunded in full less payment gateway and applicable GST/charges already retained by the payment processor, within 7 business days of verification.

Not Covered:

• Requests outside the 24-hour cooling window or after work has begun.
• Post-launch refunds for any reason, including change of business direction, budget changes, or third-party compliance concerns.
• Disputes where the delivered system matches the agreed plan and staging demo, handled as paid change requests under Section 4.

8. Governing law & contact information

This Policy is governed by the laws of India. The parties agree to attempt informal dispute negotiation for thirty (30) days via email correspondence before initiating any legal proceedings. This Policy shall be interpreted consistently with the Master Service Agreement and Terms and Conditions; in the event of any conflict between those documents and this Policy on the subject of refunds, this Policy prevails for refund-specific matters.

In the event of unresolved disputes relating to refunds or payments, the courts situated in Guwahati, Assam, India shall have exclusive jurisdiction.

Legal & Regulatory Notice: MLM Bazaar is a software and managed hosting provider only. We do not issue legal certifications or compliance clearances for your business model. You remain solely responsible for ensuring your compensation plan and operations comply with applicable law, including the Consumer Protection (Direct Selling) Rules, 2021 (as amended) and the Prize Chits and Money Circulation Schemes (Banning) Act, 1978. Refund eligibility is not affected by the legal status of your business model.

For questions regarding this Refund Policy, payment confirmation, or refund status:

We aim to acknowledge refund-related emails within 48 business hours. This Policy may be updated from time to time; the "Last updated" date above reflects the most recent revision. Continued use of the Services after an update constitutes acceptance of the revised Policy.

• Jurisdiction: Guwahati, Assam, India
• Contact: support@mlmbazaar.com