Refund Policy - Aviox Tech Solutions Ltd

Aviox Tech Solutions Ltd.

Refund, Cancellation & Service-Level Agreement (SLA) Policy

Effective Date: January 24, 2025
Website:www.aviox.net
Support Portal:support.aviox.net
Email: support@aviox.net

 General Policy Overview

Aviox Tech Solutions Ltd. is committed to excellence in delivering IT solutions and services that meet or exceed client expectations. This Refund, Cancellation & SLA Policy aims to:

• Define clear terms for refunds and cancellations to avoid misunderstandings.
• Establish service quality standards and timelines.
• Outline the responsibilities of both Aviox and the client to ensure smooth cooperation.
• Provide a fair and effective dispute resolution mechanism.
• Maintain compliance with applicable laws and third-party vendor agreements.

Additional Points:

• Applicability: This policy applies to all clients, new and existing, across all service categories offered by Aviox.
• Contract Precedence: In case of any conflict, this policy supplements but does not override specific contractual terms agreed between Aviox and the client, unless explicitly stated.
• Communication: Clients are encouraged to review this policy before purchase and direct any questions to support for clarity.
• Acknowledgment: Use of Aviox services after purchase is considered acceptance of this policy.

1. Payment, Billing, Software Access, and Compliance

1.1 Payment and Billing

For paid services, you agree to provide accurate billing information and pay all fees as outlined. AVIOX Tech Solutions uses secure third-party payment processors compliant with industry standards (e.g., PCI DSS, including Stripe and others).

Failure to pay may result in suspension or termination of your access. Refunds, if any, are subject to this policy and applicable laws.

All fees are exclusive of taxes unless otherwise indicated. Clients are responsible for any applicable VAT, GST, sales tax, or other local taxes. AVIOX reserves the right to collect taxes where legally required.

1.2 Software Setup, Installation, and Provisioning

Setup, installation, provisioning, and initial configuration of critical software services—including but not limited to Hospital Management Systems (HMS), Learning Management Systems (LMS), Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), School Management Software, and similar platforms—typically require 4 to 7 business days, depending on system complexity but our cloud software subscriptions are ready with immediate account setup subject to successful payment processing. 

This may include:

• Software deployment and configuration
• Server provisioning and configuration
• Security hardening and access control setup
• Database initialization and system integrations
• Basic functional testing

All software is provided as-is and will be installed without customization unless explicitly agreed in writing. Delivery timelines may vary due to infrastructure readiness, third-party dependencies, or client cooperation. AVIOX shall not be held liable for delays caused by factors beyond its reasonable control.

1.3 Trials, Refunds, Cancellations, and Compliance Responsibility

AVIOX offers a 7-day free trial for all subscription-based services, allowing clients to evaluate the software before purchase.

• Refunds cannot be claimed within the first two (2) business weeks of paid services.
• No refunds are provided for subscriptions purchased after the trial period.
• Clients may cancel subscriptions at any time; cancellation prevents future billing, but previously paid fees are non-refundable.

Clients are solely responsible for ensuring the use of AVIOX software complies with local laws, regulations, and data protection standards applicable in their jurisdiction. AVIOX does not guarantee compliance in every country and shall not be held liable for non-compliance arising from local laws or regulations.

1.4 Source Code Purchase Option

All AVIOX cloud-based software solutions are provided as Software-as-a-Service (SaaS). Subscription plans do not include source code.

Eligible clients may purchase full source code with ownership rights under the following conditions:

Eligibility and Compliance

• Source code is not sold to individuals.
• Purchasers must be a registered company or legal entity with verified reputation.
• Clients must meet AVIOX’s compliance criteria, including:
  • Proper data protection policies and ability to handle sensitive data (e.g., hospitals, schools)
  • Adherence to local laws and regulations regarding data storage and processing
• AVIOX reserves the right to reject any source code purchase request that does not meet these criteria.

Payment and Non-Refundable Policy

• Source code purchases require 100% non-refundable downpayment.
• No refunds shall be issued under any circumstances once the source code is purchased.

Trial / Evaluation

• Prospective clients may access a 1-week demo to evaluate functionality before purchase.
• Demo access is limited to evaluation only; no production deployment is included.

Scope of Services

• Source code purchases do not include customization, feature modification, or ongoing support.
• Optional services (customization, integration, support) may be requested at additional cost and require a separate written agreement.
• AVIOX may provide initial installation and configuration on the client’s infrastructure.

Liability

• Once installed and running on client servers, AVIOX Tech Solutions is not liable for:
  • Data loss or corruption
  • Operational issues arising from client management
  • Security breaches on client infrastructure
• Clients are responsible for ongoing maintenance, updates, security, and compliance after installation.

1.5 Taxes, Compliance, and Legal Obligations

• Clients are responsible for any applicable taxes (VAT, GST, sales tax, etc.) in their jurisdiction.
• AVIOX may collect taxes where required by law and issue invoices compliant with local regulations.
• All transactions comply with UK laws and regulations, as well as payment processor rules (e.g., Stripe PCI compliance).
• Use of AVIOX software does not exempt clients from adhering to local laws, regulations, or data protection requirements.
• AVIOX shall not be held liable for non-compliance or tax obligations arising in the client’s jurisdiction.

2. Non-Refundable Services

Due to the nature of the service and vendor restrictions, certain services cannot be refunded once they have been initiated or activated.

a. Custom Software Development

• Resource Allocation: Developers, designers, testers, and project managers are allocated immediately upon contract signing, incurring costs that cannot be reversed.
• Project Customization: Each project is tailored uniquely; reselling or repurposing work is not feasible, limiting refundability.
• Milestone Payments: Payments tied to deliverables or milestones are generally non-refundable after milestone acceptance.
• Intellectual Property: Once IP creation starts, partial deliverables or code cannot be ‘unmade’ for refunds.

b. Digital Marketing & Paid Advertising

• Third-Party Spend: Ad budgets go directly to platforms (Google, Meta, etc.) and are non-recoverable by Aviox.
• Management Fees: Fees charged for strategic planning, campaign setup, monitoring, and optimization are non-refundable after service activation.
• Campaign Results: Performance varies based on market conditions and platform algorithms; refunds are not issued for campaign outcomes.
• Contract Terms: Minimum campaign duration contracts may apply; early termination does not trigger refunds.

c. Bulk SMS, Email & WhatsApp Campaigns

• Credits & Quotas: Once purchased, SMS, email, or WhatsApp credits cannot be reclaimed or transferred.
• Message Delivery: After dispatch, messages are non-retractable and hence non-refundable.
• Regulatory Compliance: Campaigns must comply with local laws (e.g., opt-in requirements), and refunds will not be issued for legal violations by clients.

d. Cloud Hosting & Server Provisioning

• Infrastructure Allocation: Resources like CPU, RAM, bandwidth are reserved exclusively for the client, incurring fixed costs.
• Licensing & Domains: Domain registrations and SSL certificates are paid upfront to registrars and Certificate Authorities; these fees are non-refundable.
• Setup Fees: Initial setup and configuration charges are non-refundable after service activation.
• Usage Charges: Ongoing usage beyond agreed limits may incur additional fees, non-refundable once billed.

e. Third-Party Tools & Licenses

• Vendor Policies: Aviox follows third-party vendors’ refund policies strictly.
• License Activation: Once a license is assigned or activated, it cannot be revoked or refunded.
• Subscription Models: Recurring licenses may have cancellation terms and no pro-rata refunds.
• Compliance: Clients are responsible for adhering to license agreements to avoid penalties or termination.

3. Eligible Refund Scenarios (Limited Cases)

Refunds are rare but will be considered under strict, verifiable circumstances.

a. Service Not Delivered

• Definition: No work, no access, no license issuance, and no resource allocation has occurred.
• Time Limit: Refund requests must be made within 3 calendar days of payment.
• Process: Must be submitted in writing with payment proof and service details.
• Exceptions: Some services, like prepaid licenses, may be excluded if vendor policies forbid refunds.

b. Duplicate Payments

• Verification: Client must provide payment proofs showing duplication.
• Refund Process: Duplicate amounts are returned within 7 business days after reconciliation.
• Limits: Only verified duplicate amounts are refunded; partial or unrelated payments are not considered.

c. Project Rejection Before Kickoff

• Partial Refund: Refund minus a minimum 15% administrative fee for preparatory work and contract processing.
• Notification: Cancellation must be in writing prior to official project start date.
• Documentation: Client must provide formal written rejection notice and specify reasons for clarity.
• No Refunds: If work or preliminary development has already started, no refunds will be provided.

d. Exceptional Cases

• Force Majeure: Refunds or cancellations due to uncontrollable external factors (natural disasters, pandemics) will be evaluated case-by-case.
• Mutual Agreement: Refunds may be issued if mutually agreed in writing by Aviox and client after review.

4. Service-Level Agreements (SLAs) & Delivery Timelines

Aviox is committed to delivering services reliably, on time, and according to agreed standards.

a. SLA Services Overview

Aviox Tech Solutions Ltd. provides a variety of SLA-backed services designed to ensure high availability, performance, and professional support. The following service categories are covered under formal Service-Level Agreements with specific commitments:

4.a.1. Custom Software Development SLA

• Scope: Includes development, testing, deployment, and maintenance of custom software applications such as Hospital Management Software, School ERP, E-commerce platforms, and SaaS products.
• Performance Guarantees:
  • Development Milestones: Timely delivery of agreed milestones within ±5% of scheduled dates unless delayed by client dependencies.
  • Bug Fix Turnaround: Critical bugs addressed within 24 hours of reporting; non-critical bugs resolved within 5 business days.
  • Change Request Response: Initial response within 2 business days, with impact analysis delivered within 5 business days.
• Support: Post-deployment support and updates as defined in the contract, including security patches and minor enhancements.

4.a.2. Cloud Hosting & Infrastructure SLA

• Scope: Covers Google Cloud Hosting, VPS, dedicated servers, domain registrations, SSL certificates, and managed cloud services.
• Availability:
  • Uptime Guarantee: 99.9% monthly uptime, excluding scheduled maintenance.
  • Scheduled Maintenance: Notifications provided at least 48 hours in advance; maintenance windows limited to off-peak hours.
• Incident Management:
  • Incident Response: Acknowledgment within 1 hour of critical outages or disruptions.
  • Resolution Target: Critical issues resolved within 4 hours; non-critical issues within 24 hours.
• Backup & Recovery: Daily automated backups with data retention of 30 days; disaster recovery tested quarterly.

4.a.3. Digital Marketing Campaign SLA

• Scope: Management of paid ads (Google Ads, Meta, LinkedIn, TikTok, YouTube), SEO consulting, analytics, and campaign optimization.
• Performance Metrics:
  • Campaign Launch: Campaigns launched within 10 business days of receiving complete creative and payment.
  • Ad Spend Management: Accurate reporting of ad spend with transparency in platform billing.
  • Optimization: Monthly campaign reviews and optimizations based on KPIs mutually agreed upon.
• Reporting: Delivery of detailed monthly performance reports with insights and recommendations.

4.a.4. Bulk SMS, Email & WhatsApp Campaign SLA

• Scope: Bulk messaging via SMS gateways, WhatsApp Business API, and email service providers.
• Delivery Guarantees:
  • Message Dispatch: Campaign messages scheduled and dispatched within agreed timelines.
  • Delivery Rates: Aviox guarantees at least 95% delivery success rate for valid numbers/emails, excluding carrier or recipient-side failures.
• Support: Technical assistance during campaign setup and troubleshooting message delivery issues.

4.a.5. Third-Party Tools & License Management SLA

• Scope: Provisioning and management of third-party licenses such as Microsoft 365, Zoom API, Google Cloud credits, and software/plugin licenses.
• License Activation: Licenses provisioned and activated within 3 business days of order confirmation and payment.
• Renewal Management: Notifications sent at least 30 days before license expiry with renewal options.
• Support: Assistance with license configuration, troubleshooting activation issues, and vendor liaison.

4.a.6. Technical Support SLA

• Scope: Covers all technical support inquiries related to Aviox services including software issues, infrastructure problems, and service queries.
• Response Times:
  • Critical Issues: Initial response within 4 hours, resolution or workaround within 24 hours.
  • High Priority: Response within 1 business day, resolution within 3 business days.
  • Medium & Low Priority: Response within 2 business days, resolution depending on complexity and resources.
• Support Channels: Available via email, support portal, and phone during business hours (9 AM – 6 PM KSA Time). Emergency support options available under special contracts.

4.a.7. SLA Reporting and Review

• Monthly Reporting: SLA performance reports are generated and shared monthly, detailing uptime, response times, resolution metrics, and any incidents.
• Quarterly Review Meetings: Scheduled with clients to discuss SLA adherence, service improvements, and any changes in scope or requirements.
• Continuous Improvement: SLA terms and processes are reviewed periodically to align with evolving client needs and technological advancements.

b. Performance Metrics

• Response Time: All client requests are acknowledged within 24 business hours.
• Resolution Time: Categorized by severity:
  • Critical: 4 business hours
  • High: 1 business day
  • Medium: 3 business days
  • Low: 5 business days or as scheduled
• Uptime & Availability: Guaranteed uptime of 99.9% for cloud-hosted and critical infrastructure services.
• Reporting: Incident reports and SLA compliance summaries provided regularly.

c. Client Responsibilities

• Timely Approvals: Delays in providing feedback, data, or access may impact SLA compliance and delivery timelines.
• Issue Reporting: Clear, detailed communication of issues or change requests to expedite resolution.
• Security Compliance: Maintaining secure access credentials and authorized personnel for interactions.

d. Limitations and Exclusions

• Force Majeure: Natural disasters, political unrest, pandemics, or other uncontrollable events exempt Aviox from SLA penalties.
• Third-Party Dependencies: Delays or outages caused by vendors, telecoms, or cloud providers are excluded.
• Client-caused Delays: Missed deadlines due to client inaction do not count as SLA breaches.

e. Remedies for SLA Breach

• Service Credits: Pro-rata credits may be issued for downtime or delays directly attributable to Aviox, capped at fees paid for the affected period.
• Refunds: In rare cases, partial refunds may be offered for material SLA failures, subject to review and mutual agreement.
• No Penalties: No penalties or damages beyond stated remedies apply.

f. Dispute Resolution

Disputes related to SLA performance will follow the dispute resolution process outlined in Section 6.

5. Cancellation Policy

a. General Cancellation Terms

• Cancellation requests must be submitted in writing via email (accounts@aviox.net) or support portal.
• Cancellations are effective only after acknowledgment from Aviox.
• Requests must be submitted at least 10 business days prior to the next billing or service start date to avoid automatic charges.

b. Subscription Services

• Cancel before renewal date to avoid automatic renewal charges.
• No refunds for fees charged for the current billing cycle.
• Prepaid fees for future periods are generally non-refundable unless otherwise agreed.

c. Project-Based Services

• Cancellations after project commencement incur charges for completed work and expenses.
• Refunds only considered if cancellation occurs within 3 calendar days of payment and before work begins.
• Partial refunds may apply after deducting administrative and labor costs.

d. Third-Party Services

• Subject to third-party vendor cancellation policies.
• Refunds depend on vendor terms; Aviox cannot guarantee third-party refunds.

e. Effect of Cancellation

• All access, licenses, hosting, and services end at cancellation or billing cycle expiry.
• Clients must back up data prior to termination; Aviox is not responsible for data retention post-cancellation.

6. Dispute Resolution Process

To address any billing, refund, or service disputes:

1. Contact Support: Submit a detailed ticket at support.aviox.net.
2. Escalation: If unresolved within 3 business days, escalate to corporate.aviox.net.
3. Final Review: Compliance and billing teams will review and provide final decisions within 7 business days.

Clients must exhaust these channels before pursuing external remedies.

7. Chargebacks & Fraudulent Disputes

• Unauthorized chargebacks breach the contract and may result in service suspension or termination.
• Aviox disputes fraudulent chargebacks with documented evidence (contracts, IP logs, correspondence).
• Clients found engaging in fraudulent disputes may be blacklisted and reported to regulatory authorities.

8. Contact Us

Email:

• Billing & Refunds: https://accounts@aviox.net
• Technical Support: https://support@aviox.net

Portals:

• Customer Support: https://support.aviox.net
• Corporate Escalation:https:// corporate.aviox.net

Phone:

• +447452353281 (10 AM – 5PM GMT)

9. Policy Revisions

Aviox reserves the right to update this policy at any time without prior notice. Continued use of our services after updates implies acceptance of the revised terms. Clients are encouraged to review this document regularly.

Thank you for choosing Aviox Tech Solutions Ltd. We strive to provide excellent service and clear communication at every stage.