Cancellation & Refund Policy

1. Software Subscriptions

1.1 Cancellation

You may cancel your software subscription at any time by contacting us at hello@fentrex.com or through your account settings. Cancellation takes effect at the end of the current billing period. You will continue to have access to the product until that date. No cancellation fee is charged.

1.2 Refunds — Monthly Subscriptions

Monthly subscription fees are non-refundable once the billing period has commenced. If you cancel, your subscription will not renew at the end of the current period and you will not be charged further.

1.3 Refunds — Annual Subscriptions

• If you cancel within 7 days of initial purchase and have not materially used the product, you are eligible for a full refund.
• After 7 days, annual subscription fees are non-refundable for the remaining period.
• In the event of a verified technical failure on our part that renders the product unusable for an extended period, a prorated refund or credit may be offered at our discretion.

1.4 Free Trials

Where a free trial is offered, no charge is applied during the trial period. If you do not cancel before the trial ends, your subscription will automatically convert to a paid plan. Cancellations during the trial period incur no charge.

2. Professional Engineering & Consulting Services

2.1 Cancellation — Project-Based Engagements

Either party may cancel a project-based engagement with 14 days' written notice. Upon cancellation, you will be invoiced for all work completed up to the effective cancellation date, billed at the agreed rate or prorated from the fixed fee.

2.2 Cancellation — Retainers & Ongoing Support

Either party may cancel a retainer or ongoing support arrangement with 30 days' written notice. Services continue at full capacity during the notice period and are billed accordingly.

2.3 Refunds — Before Work Commences

If you cancel an engagement before any work has started and an advance payment has been made, you are entitled to a full refund of the advance, processed within 14 business days.

2.4 Refunds — After Work Has Started

• Any prepaid amount will be refunded minus the value of work completed at agreed or standard rates up to the date of cancellation.
• Fees for a milestone that has been delivered and formally accepted are non-refundable.
• Fixed-fee audits, assessments, or short engagements under 5 business days are non-refundable once work has commenced.

2.5 Refund Timeline

Approved refunds for professional services are processed within 14 business days to the original payment method, in accordance with RBI guidelines on digital payment refunds.

3. Non-Refundable Items

The following are not eligible for a refund under any circumstances:

• Delivered and accepted project milestones
• Monthly subscription fees for the current billing period
• Fees incurred on termination for cause (breach of Terms of Service, non-payment, or misuse)
• Third-party costs paid on your behalf (e.g., cloud infrastructure, software licences)

4. How to Request a Cancellation or Refund

To cancel a subscription or service, or to request a refund, please contact us in writing:

• Email: hello@fentrex.com with the subject line "Cancellation Request" or "Refund Request"
• Include your name, registered email address, order/invoice number, and reason for the request

We will acknowledge your request within 2 business days and communicate a decision within 7 business days. Approved refunds are credited within 14 business days from approval.

Refunds are credited to the original payment method used at the time of purchase. We are not liable for delays caused by your bank or payment provider once the refund has been initiated from our end.

5. Disputes

If you are not satisfied with our response to a cancellation or refund request, you may raise a dispute by escalating to hello@fentrex.com with the subject "Dispute — [your order number]". We will endeavour to resolve all disputes amicably. This policy does not limit any rights you may have under the Consumer Protection Act, 2019 or other applicable Indian law.

6. Governing Law

This policy is governed by and construed in accordance with the laws of India. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts in Kerala, India.

7. Contact

This policy should be read alongside our Terms of Service and Privacy Policy.