Customer Service Policy

This Customer Service Policy ("Policy") governs the post-sales support, service obligations, and refund guidelines of Hancod Digital Private Limited ("Hancod", "we", "us", or "our"), applicable to both our software-as-a-service (SaaS) products (including Duxbe) and our custom project-based services. By purchasing or subscribing to our services or products, you ("Customer" or "Client") agree to this Policy in its entirety.

1. Support & Service Scope

1.1 SaaS Products (e.g., Duxbe)

Hancod provides customer support exclusively to paid, active subscribers of its SaaS products, including Duxbe. Our support is available during standard business hours (Monday to Friday, 9:00 AM to 6:00 PM IST), and includes:

• Access to help documentation, tutorials, and knowledge base
• Technical troubleshooting related to product usage
• Onboarding assistance during the initial setup
• General guidance on product features and best practices

Please note:

• Users on free plans, expired subscriptions, or trial accounts may have limited or no access to direct support channels.
• Support does not include custom development, third-party integration, or usage beyond the documented capabilities of the product unless explicitly included in your plan.

1.2 Custom Service Projects (e.g., development, marketing, branding)

For clients engaging Hancod through custom service contracts, the scope of service and support will be governed entirely by the executed project agreement or Statement of Work (SOW). This includes but is not limited to:

• Project scope and deliverables
• Communication frequency and response time
• Post-delivery support or maintenance
• Client responsibilities (including content/material delivery, timely feedback, etc.)

Any work requested beyond the agreed scope will be considered a change request (CR) and may require separate approval and billing.

2. Refund & Cancellation Policy

2.1 SaaS Subscriptions (e.g., Duxbe)

We offer a 30-day satisfaction guarantee. If you are unsatisfied for any reason, you may request a refund within 30 days of the original payment date.

Refunds, if approved, will be processed within 5–7 business days and credited to the original payment method.

Refunds are not applicable in cases of:

• Account misuse or violation of our Terms of Service
• Breach of Acceptable Use Policy
• Requests made after the 30-day period

2.2 Custom Services

Refunds are not applicable to project-based services, including software/app development, marketing, branding, or consulting. These services are delivered under a negotiated agreement, which includes clear milestone-based billing terms.

Any disputes regarding deliverables must follow the grievance redressal and arbitration provisions of the relevant service agreement.

3. Delivery and Responsibility Disclaimer

For SaaS products, we commit to maintaining uptime and functionality in line with industry standards. However, we do not guarantee uninterrupted access due to potential maintenance or unforeseen issues.

For custom services, delivery timelines are indicative and depend on the timely cooperation, feedback, and material provision by the client. Delays caused by client inaction or scope changes are not the responsibility of Hancod.

4. Limitation of Liability

To the maximum extent permitted by applicable law:

• Hancod and its employees, affiliates, and partners shall not be liable for any indirect, incidental, special, or consequential damages, including loss of profits, revenue, or data.
• Our total liability, whether in contract or tort (including negligence), shall not exceed the total amount paid by you for the services/product in dispute within the past 90 days preceding the claim.

5. Dispute Resolution

Any complaints, disputes, or concerns must first be reported to support@hancod.com or support@duxbe.com with reasonable detail.

If the issue cannot be resolved amicably within 30 business days, the matter shall be referred to binding arbitration in accordance with the Indian Arbitration and Conciliation Act, 1996.

• Arbitration venue: Malappuram District, Kerala, India.
• Language: English
• Each party shall bear its own legal costs unless otherwise determined by the arbitrator.

6. Governing Law & Jurisdiction

This Policy and any associated agreements shall be governed by and construed in accordance with the laws of the Republic of India, with exclusive jurisdiction vested in the courts of Malappuram, Kerala.

7. Modifications to This Policy

Hancod reserves the right to modify or update this Policy at any time without prior notice. Such changes will become effective upon posting on our website. Continued use of our products/services after any such updates shall constitute your acknowledgment and acceptance of the updated Policy.

8. Contact Information