Refund & Cancellation Policy

This Refund and Cancellation Policy outlines the terms and conditions under which ILSEVEN TECH LTD processes refunds and handles project cancellations. We are committed to providing exceptional service and ensuring fair treatment for both our clients and our business.

1. General Refund Policy

Due to the nature of our custom software development, consulting, and digital services, all sales are generally final once work has commenced. However, we maintain fair and transparent refund procedures as outlined below, in compliance with UK Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.

1.1 UK Consumer Rights - 14-Day Cooling-Off Period

For UK Consumer Clients: If you are a consumer (individual purchasing for personal use, not business purposes) based in the United Kingdom, you have the right to cancel your order within 14 days of the contract date without giving any reason, in accordance with the Consumer Contracts Regulations 2013.

Important Exceptions:

• Customized Services: If you have requested that we begin work on customized/bespoke services during the 14-day period and have provided express consent for work to commence, you lose your right to cancel once work has started.
• Digital Content: Once digital content (software, designs, code) has been fully delivered with your prior express consent and acknowledgment that you lose your cancellation right, the 14-day period does not apply.

Business Clients (B2B): The 14-day cancellation right does not apply to business-to-business transactions. Business clients are subject to the cancellation terms outlined in their service agreement.

1.2 How to Exercise Your Cancellation Right

To exercise your right to cancel within 14 days, you must inform us of your decision by sending a clear statement to:

Email: info@ilseventech.com
Subject Line: "Cancellation Notice - [Your Name/Project]"
Registered Office: ILSEVEN TECH LTD, 71-75, Shelton Street, Covent Garden, London, WC2H 9JQ

We will acknowledge receipt of your cancellation notice and process any applicable refund within 14 days using the same payment method you used for the original transaction.

2. Deposit and Upfront Payments

2.1 Deposit Refunds Before Work Commences

If you request a cancellation before any work has started on your project, you may be eligible for a refund of your deposit, subject to the following conditions:

• Written cancellation notice is received within 7 days of payment
• No project planning, design work, or development has been initiated
• Refund requests are subject to a 10% administrative fee to cover processing costs

2.2 No Refunds After Work Commences

Once work has commenced on your project (including but not limited to planning, wireframing, design, development, or any deliverable creation), deposits and upfront payments are non-refundable.

3. Project Cancellation Policy

3.1 Client-Initiated Cancellation

Clients may cancel a project at any time by providing written notice. In the event of cancellation:

• Client is responsible for payment of all work completed up to the cancellation date
• Any outstanding invoices for completed milestones must be paid in full
• A final invoice will be issued for any work-in-progress, calculated based on time spent and resources utilized
• No refunds will be provided for deposits or payments already made for completed work
• Completed deliverables will be provided to the client upon full payment of all outstanding invoices

3.2 ILSEVEN TECH LTD-Initiated Cancellation

We reserve the right to cancel a project under the following circumstances:

• Non-payment or repeated late payments by the client
• Client breach of contract or Terms of Service
• Client requests exceed the agreed scope without authorization
• Project requirements involve illegal, unethical, or harmful activities
• Continuation of the project is not feasible due to unforeseen circumstances

In such cases, clients will be invoiced for all work completed, and any unused portion of advance payments (if applicable) may be refunded at our discretion.

4. Milestone-Based Projects

4.1 Payment and Refunds by Milestone

For projects structured with milestone-based payments:

• Each milestone payment is considered final upon approval of that milestone's deliverables
• No refunds will be issued for approved milestones
• If a project is cancelled mid-milestone, payment is due for the proportional work completed

4.2 Milestone Disputes

If you are unsatisfied with a milestone deliverable, you must notify us in writing within 7 days of delivery. We will review your concerns and work with you to address legitimate issues. Revisions within the agreed scope are included; out-of-scope changes may incur additional charges.

5. Monthly Retainers and Subscription Services

5.1 Retainer Cancellation

For ongoing retainer or subscription-based services:

• Clients may cancel with 30 days written notice
• Cancellation takes effect at the end of the current billing period
• No refunds for partial months or unused hours
• Final invoice for any outstanding work will be issued

5.2 SaaS Subscriptions and Digital Products

5.2.1 Web Platform Subscriptions (Our SaaS Products)

For subscriptions to our own SaaS products purchased through our web platform:

• 14-Day Money-Back Guarantee: New subscriptions are eligible for a full refund if requested within 14 days of the initial purchase, provided you have not extensively used the service
• Monthly Subscriptions: Can be cancelled at any time; cancellation takes effect at the end of the current billing cycle with no refund for the current month
• Annual Subscriptions: Non-refundable after 14 days from initial purchase. No pro-rata refunds for early cancellation
• One-Time Digital Products: Refunds considered on a case-by-case basis within 14 days if the product has not been downloaded or accessed
• Access to the service continues until the end of the paid period even after cancellation
• Our payment processors (Paddle and Polar.sh), acting as Merchants of Record, handle refund processing in accordance with their respective policies and applicable consumer protection laws
• Subscription management and cancellations can be done through the respective customer portals

Payment Processor Refund Policies:

• Paddle (Primary for SaaS): As our primary Merchant of Record for web-based SaaS products, Paddle processes refunds in compliance with consumer protection laws globally. Paddle may refuse refunds if they detect fraud, refund abuse, or manipulative behavior. Full terms: Paddle Buyer Terms
• Polar.sh (Backup for SaaS): As backup Merchant of Record for web-based SaaS and digital products, Polar.sh handles refunds in accordance with consumer rights legislation. Refunds may be declined for fraudulent requests or misuse. Full terms: Polar.sh Terms

5.2.2 Mobile App Subscriptions and In-App Purchases (Our SaaS Mobile Apps)

For subscriptions and purchases made through our own SaaS mobile applications (iOS or Android):

Apple App Store (iOS):

• All purchases and subscriptions are processed by Apple, who acts as the Merchant of Record
• Refund requests must be submitted directly to Apple through your Apple ID account or via reportaproblem.apple.com
• Apple determines refund eligibility based on their own criteria and policies
• We cannot process refunds for App Store purchases; only Apple can issue refunds
• Subscription cancellations are managed through your iOS device Settings > Apple ID > Subscriptions
• Apple's refund policy: Request a refund from Apple

Google Play Store (Android):

• All purchases and subscriptions are processed by Google, who acts as the Merchant of Record
• Refund requests can be made within 48 hours of purchase through Google Play or by contacting us directly for consideration
• After 48 hours, we can issue discretionary refunds, but Google determines final eligibility
• We will assist with refund requests and advocate on your behalf with Google when appropriate
• Subscription cancellations are managed through Google Play Store > Subscriptions section
• Google's refund policy: Google Play refund policies

Important Notes for Mobile Purchases:

• We do not have direct access to Apple or Google payment systems and cannot independently process refunds
• Refund decisions for mobile purchases are made by Apple or Google according to their policies
• We will provide support and documentation to assist with refund requests when contacted
• Mobile subscription cancellations do not automatically trigger refunds; they prevent future charges

6. SEO and Digital Marketing Services

6.1 Nature of Marketing Services

Due to the nature of SEO and digital marketing services, which involve ongoing campaigns, content creation, and optimization efforts:

• All marketing service payments are non-refundable once work has commenced
• Results and rankings are not guaranteed and refunds are not provided based on performance metrics
• Cancellation requires 30 days notice; no refunds for the notice period

6.2 Campaign-Specific Refunds

If we fail to deliver agreed-upon services (e.g., specified number of blog posts, social media updates), we may issue a partial credit or refund for the undelivered services at our discretion.

7. Payment Methods

7.1 Accepted Payment Methods by Service Type

ILSEVEN TECH LTD accepts different payment methods depending on the type of service:

For Our SaaS Products (Web Platform):

• Paddle (Primary Merchant of Record):
  • Credit and debit card payments (Visa, Mastercard, American Express)
  • PayPal payments
  • Google Pay and Apple Pay
  • Wire transfers for enterprise subscriptions
  • Paddle acts as Merchant of Record and handles all tax compliance globally
• Polar.sh (Backup Merchant of Record):
  • Credit and debit card payments (Visa, Mastercard, American Express)
  • Backup for digital product purchases and subscriptions
  • Polar.sh acts as Merchant of Record for digital goods

For Our SaaS Mobile Apps (iOS and Android):

• Apple In-App Purchase (iOS Apps):
  • All payment methods linked to your Apple ID
  • Apple Pay, credit/debit cards, carrier billing (where available)
  • Apple acts as Merchant of Record for all iOS transactions
  • Payments are processed through the App Store
• Google Play Billing (Android Apps):
  • All payment methods linked to your Google account
  • Google Pay, credit/debit cards, carrier billing (where available), PayPal
  • Google acts as Merchant of Record for all Android transactions
  • Payments are processed through Google Play

For Client Projects (Custom Software Development & Consulting):

• Stripe (Card Payments via Payment Link):
  • Credit and debit card payments (Visa, Mastercard, American Express)
  • Google Pay and Apple Pay
  • Clients receive secure payment links for milestone and final payments
  • Used when clients prefer card payment over bank transfer
• Mollie (Alternative Card Payments via Payment Link):
  • Credit and debit card payments (Visa, Mastercard, American Express)
  • Google Pay, Apple Pay, PayPal, iDEAL, and other European payment methods
  • Clients receive secure payment links for milestone and final payments
  • Alternative to Stripe for international client project payments
• Wise Business Account / Bank Transfer (Primary):
  • Direct bank transfers to our Wise business account
  • International and domestic transfers accepted
  • Bank details provided on invoices with unique payment reference
  • Primary payment method for client projects

7.2 Payment Processing and Security

All payments are processed through secure, regulated payment platforms with the highest security standards:

• Paddle (Primary for SaaS): PCI-DSS Level 1 compliant with 3D Secure authentication. Acts as Merchant of Record for our web-based SaaS subscriptions
• Polar.sh (Backup for SaaS): Secure payment processing for digital products with industry-standard encryption. Acts as Merchant of Record
• Apple (Mobile SaaS Apps): Industry-leading security with tokenization, biometric authentication (Face ID/Touch ID), and PCI-DSS compliance
• Google (Mobile SaaS Apps): PCI-DSS compliant with tokenization, fraud prevention, and secure authentication methods
• Stripe (Client Projects - Card Payments): PCI-DSS Level 1 compliant with 3D Secure authentication and advanced fraud detection for client project card payments via payment links
• Mollie (Client Projects - Card Payments): PCI-DSS Level 1 compliant with 3D Secure 2 authentication and advanced fraud prevention for client project card payments via payment links
• Wise (Client Projects - Bank Transfers): FCA-authorized electronic money institution with multi-factor authentication and secure banking infrastructure
• We do not store your complete payment card details on our servers
• All transactions use bank-level encryption (SSL/TLS) and tokenization
• Payment processors comply with UK FCA, PSD2, GDPR, and international payment regulations

7.3 Invoicing and Receipts

Paddle (Our SaaS Products - Primary):

• Invoices are automatically generated by Paddle and sent via email immediately upon payment or subscription renewal
• Receipts include full transaction details, VAT/tax information, and payment breakdown
• Paddle provides fully compliant tax invoices for all jurisdictions globally
• Invoice history accessible through Paddle customer portal
• As Merchant of Record, Paddle handles all tax documentation and compliance

Polar.sh (Our SaaS Products - Backup):

• Receipts and invoices are automatically generated and sent via email upon purchase
• Includes transaction details and tax information where applicable
• Purchase history accessible through Polar.sh customer account
• As Merchant of Record, Polar.sh handles tax compliance for digital goods

Stripe (Client Projects - Card Payments):

• Invoices are automatically generated and sent via email immediately upon payment completion via Stripe payment link
• Receipts include full transaction details, VAT information (where applicable), and payment breakdown
• Invoices are compliant with UK HMRC requirements for business accounting
• Invoice history accessible through Stripe customer portal

Mollie (Client Projects - Card Payments):

• Invoices are automatically generated and sent via email immediately upon payment completion via Mollie payment link
• Receipts include full transaction details, VAT information (where applicable), and payment breakdown
• Invoices are compliant with UK HMRC requirements for business accounting
• Invoice history accessible through Mollie customer dashboard

Apple App Store (Our Mobile SaaS Apps - iOS):

• Apple generates and provides receipts for all purchases automatically
• Receipts are sent to your Apple ID email address
• Purchase history and receipts accessible through your Apple ID account settings
• Apple handles all tax documentation as Merchant of Record
• View purchase history: Settings > [Your Name] > Media & Purchases > Purchase History

Google Play Store (Our Mobile SaaS Apps - Android):

• Google generates and provides receipts for all purchases automatically
• Receipts are sent to your Google account email address
• Purchase history and receipts accessible through Google Play or payments.google.com
• Google handles all tax documentation as Merchant of Record
• View purchase history: play.google.com/store/account/orderhistory

Wise Business Account (Client Projects - Bank Transfers):

• Invoices are generated through our accounting software upon payment confirmation
• Invoices are sent via email within 24 hours of payment receipt to our Wise business account
• All invoices include our company registration number (16784528), VAT details, and payment reference
• Bank transfer invoices include clear payment instructions and unique reference numbers for our Wise account

Invoice Details Include:

• Company name and registration number (16784528)
• Registered office address
• Itemized service description and breakdown
• Payment method used
• Transaction ID/reference number
• VAT breakdown (if applicable)
• Payment date and due date (for advance invoices)

8. Refund Process

8.1 How to Request a Refund

To request a refund (where applicable):

1. Send a written refund request to info@ilseventech.com
2. Include your project details, invoice number, and reason for the refund request
3. Allow up to 14 business days for review and response

7.2 Refund Method and Timeline

Approved refunds will be processed using the original payment method within 14-30 business days of approval. Depending on your financial institution, it may take additional time for the refund to appear in your account.

Refund Processing by Payment Method:

• Stripe (Client Project Card Payments): Refunds will be issued back to the original payment method via Stripe. Stripe typically processes refunds within 5-10 business days, though it may take additional time for your bank to reflect the refund in your account.
• Mollie (Client Project Card Payments): Refunds will be issued back to the original payment method via Mollie. Mollie typically processes refunds within 5-10 business days, though it may take additional time for your bank to reflect the refund in your account.
• Paddle & Polar.sh (SaaS Subscriptions): Refunds are processed through the respective Merchant of Record platform back to your original payment method within their standard timeframes.
• Apple App Store: Refunds for iOS in-app purchases are handled directly by Apple through their refund request system. We can assist with documentation but cannot directly process Apple refunds.
• Google Play: Refunds for Android in-app purchases are managed by Google. We can support your refund request but Google makes the final determination.
• Bank Transfers (via Wise): Refunds for bank transfer payments will be issued back to the originating bank account within 14-30 business days of approval.

8. Intellectual Property Rights Upon Refund

In case of a refund, any delivered intellectual property, code, design materials, documentation, software, or other work products shall no longer be used, distributed, modified, or retained by the client.

Upon receiving a refund, the client agrees to:

• Cease All Use: Immediately stop using any code, software, designs, documentation, or materials delivered as part of the refunded project or service
• Delete All Copies: Permanently delete all copies of delivered materials from all devices, servers, repositories, cloud storage, and backup systems
• Destroy Physical Materials: Destroy any physical copies of delivered documentation, designs, or materials
• Remove Deployments: Remove any deployed code, applications, or services that were part of the refunded work from production, staging, and development environments
• Return Materials: Upon request, provide written confirmation that all delivered materials have been deleted and are no longer in use
• IP Rights Reversion: All intellectual property rights in delivered materials immediately revert to ILSEVEN TECH LTD upon refund approval

Violations and Consequences: Continued use of delivered intellectual property, code, designs, or materials after receiving a refund constitutes intellectual property theft and breach of contract. We reserve the right to pursue legal action, including but not limited to:

• Immediate legal injunction to cease use of our intellectual property
• Recovery of damages equal to the refund amount plus legal fees and costs
• Copyright infringement claims under UK Copyright, Designs and Patents Act 1988
• Reporting to relevant authorities for intellectual property theft

Partial Refunds: For partial refunds, clients may continue to use only the portions of work that were paid for and not refunded. Specific usage rights will be documented in the partial refund agreement.

Verification: We may request proof of deletion (e.g., confirmation emails, screenshots showing removal from repositories) before processing refunds for projects involving significant intellectual property delivery.

9. Chargebacks and Payment Disputes

9.1 Dispute Resolution Process

We strongly encourage clients to contact us directly to resolve any payment disputes before initiating a chargeback through your bank or payment provider. We are committed to fair resolution of all disputes and will work with you in good faith.

Proper Dispute Resolution Steps:

1. Contact us at info@ilseventech.com with details of your concern
2. Allow us 5 business days to review and respond with a proposed resolution
3. If unresolved, escalate to our management team at legal@ilseventech.com
4. Consider mediation or alternative dispute resolution before legal action

9.2 Chargeback Policy

Initiating a chargeback without first attempting to resolve the issue with us directly may result in:

• Service Suspension: Immediate suspension of all ongoing services and support
• Deliverable Withholding: Withholding of all project deliverables and source code until dispute is resolved
• Relationship Termination: Permanent termination of the client relationship
• Collection Action: Pursuit of debt collection for legitimate charges, including legal fees
• Fraud Investigation: Report to payment processors (Stripe/Wise) and relevant authorities if fraudulent chargeback is suspected
• Blacklisting: Addition to industry fraud prevention databases as appropriate

9.3 Legitimate Chargebacks

Chargebacks are only appropriate in cases of:

• Fraudulent or unauthorized charges you did not make
• Duplicate charges for the same transaction
• Charges after you cancelled services within the cooling-off period and we failed to refund

For service quality disputes, pricing disagreements, or scope issues, chargebacks are NOT appropriate. These must be resolved through our dispute resolution process or legal mediation.

9.4 Payment Processor Compliance

We process payments through multiple regulated payment platforms (Paddle, Polar.sh, Stripe, Mollie, Apple, and Google), all of which have their own dispute resolution mechanisms. If you file a dispute with these payment processors:

• We will be notified immediately and will respond with evidence of service delivery
• Your payment processor will review both parties' evidence and make a determination
• This process typically takes 30-90 days depending on the platform
• The payment processor's decision is generally final and binding
• Paddle & Polar.sh (Web Subscriptions): As Merchants of Record, they handle dispute resolution directly and make final decisions on refunds
• Apple App Store (iOS): Apple manages all disputes for in-app purchases. We can provide supporting documentation but cannot override Apple's decisions
• Google Play (Android): Google manages disputes for in-app purchases. We can assist with refund requests but Google makes final determinations
• Stripe (Client Projects): We work directly with Stripe's dispute resolution team and provide transaction evidence
• Mollie (Client Projects): We work directly with Mollie's dispute resolution team and provide transaction evidence

Important: Filing false disputes or "friendly fraud" chargebacks may result in legal action and reporting to anti-fraud databases. Payment processors maintain records of chargeback patterns that can affect your ability to use their services in the future.

10. Force Majeure and Extraordinary Circumstances

If a project must be cancelled due to force majeure events (natural disasters, war, pandemics, etc.) beyond our control:

• We will work with clients to find a fair resolution
• Refunds for unused services may be considered on a case-by-case basis
• Clients remain responsible for payment of work completed prior to the event

11. Client Satisfaction Commitment

While our refund policy is strict due to the nature of custom development work, we are deeply committed to client satisfaction. If you are unhappy with our services, we encourage you to:

• Communicate your concerns early and often
• Request revisions within the agreed project scope
• Discuss alternative solutions or adjustments to the project plan

We will always work in good faith to address legitimate concerns and ensure you receive value from our services.

12. Exceptions and Special Cases

ILSEVEN TECH LTD reserves the right to make exceptions to this policy on a case-by-case basis at our sole discretion. Exceptions may be considered for:

• Extraordinary circumstances beyond the client's control
• Demonstrable failure to deliver services as contractually agreed
• Mutual agreement to terminate the engagement

13. Changes to This Policy

We reserve the right to modify this Refund and Cancellation Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of our services after changes constitutes acceptance of the modified policy. However, any ongoing projects will be governed by the policy in effect at the time of project commencement.

14. Governing Law

This Refund and Cancellation Policy is governed by the laws of England and Wales. Any disputes arising from refund or cancellation matters shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Alternative Dispute Resolution

If we are unable to resolve a dispute through direct negotiation, we recommend using alternative dispute resolution (ADR) services before pursuing litigation:

• Centre for Effective Dispute Resolution (CEDR): www.cedr.com
• ADR Group: www.adrgroup.co.uk
• Small Claims Mediation: For disputes under £10,000

EU Consumers: If you are an EU consumer, you may also use the EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr

16. Contact Us

If you have questions about this Refund and Cancellation Policy, or if you wish to request a refund or cancel a service, please contact us:

For payment or refund inquiries, contact: refunds@ilseventech.com

ILSEVEN TECH LTD
General Enquiries: info@ilseventech.com
Payment or Refund Inquiries: refunds@ilseventech.com
Cancellations: cancellations@ilseventech.com
Support: support@ilseventech.com
Legal/Disputes: legal@ilseventech.com
Phone: +90 553 214 10 30
Registered Office Address: 71-75, Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ

Company Registration No: 16784528
Jurisdiction: England and Wales