Refund and Cancellation Policy

Effective Date: 07/01/2026

Welcome to Tzur International Management of E-Service LLP (TIMES) (“Company”, “we”, “our”, or “us”). This Refund and Cancellation Policy (“Policy”) defines the operational, financial, and legal framework governing service cancellations, terminations, and refund structures.
This Policy is universally applicable to all corporate Clients engaging our services, third-party global Associates (vendors, subcontractors, and delivery partners) co-facilitating our solutions, and the end Customers interacting with our deployed environments. It covers all domestic and international Business Process Outsourcing (BPO) and Information Technology Enabled Services (ITES) verticals, including Software Development, AI & Automation, Cloud Infrastructure, Digital Marketing, Design & Strategy, and VoIP Services.
By executing a Statement of Work (SOW), Master Services Agreement (MSA), Service Level Agreement (SLA), Associate Onboarding Agreement, or otherwise utilizing or supporting our ecosystem, all participating parties agree to be bound by this Policy.

1. Scope of BPO & ITES Commitments
Our delivery ecosystem relies on interdependent technical and operational engineering. Initiating a campaign or project requires significant upfront capital for dedicated engineering talent, complex enterprise software licensing, international telecommunications routing, cloud environments, and deep API integrations.
To maintain financial predictability and operational integrity for the Company, its Clients, and its global Associates, this Policy establishes clear, non-negotiable boundaries regarding capital recovery and workflow cessation.

2. Stakeholder Definitions
• The Company: Tzur International Management of E-Service LLP (TIMES), the primary infrastructure and service delivery architect.
• Client: The corporate entity, business, or enterprise contracting TIMES to receive BPO or ITES solutions under an active SOW or MSA.
• Associate: Third-party independent contractors, software vendors, staffing partners, or regional infrastructure facilitators operating under an official agreement with TIMES to deliver components of a campaign or project.
• Customer: The end-user, consumer, or constituent interacting with the client-facing systems, inbound/outbound communication queues, or software tools maintained by TIMES.

3. Service Cancellation Framework
3.1 Standard Cancellation Notice (Retainer & Ongoing Services)
• Client & Company Notice: Either the Company or the Client may terminate active, monthly recurring, or retainer-based services by providing a minimum of 60 days advance written notice.
• Submission Channel: Notices must be formally submitted in writing via email to the Client’s designated Account Manager with a mandatory carbon copy (CC) to support@tzurservices.com. Verbal notifications, SMS, or informal chat communications (e.g., Slack, WhatsApp) are legally void.
• Associate Offboarding: Upon formal notice generation from a Client, the Company will notify relevant Associates within 5 business days to orchestrate structured operational winding-down, ensuring data preservation and resource protection.

3.2 Fixed-Term & Project Milestones
• If an executed SOW specifies a locked contract duration or a milestone-dependent technical framework, the agreement cannot be terminated for convenience prior to the expiration of that specific duration or milestone completion.
• Early termination of a fixed-term contract or project framework by the Client for convenience will trigger an Early Termination Charge equal to 100% of the remaining contract value or unfulfilled milestone values, unless explicitly negotiated otherwise within a specific, executed SOW appendix.

3.3 Material Breach and Termination for Cause
• Any party (Company, Client, or Associate) may terminate an active engagement immediately if a counterparty commits a material breach of contract (including non-payment or systematic failure to meet critical operational metrics) and fails to cure such breach within 30 days of receiving a formal, detailed written notice of default.

4. Stream-Specific Provisions (ITES & BPO)
4.1 Software App Development & Design Strategy
• Milestone Assurances: Project fees are tied directly to linear development milestones (e.g., Discovery, UI/UX Wireframing, Architecture Build, User Acceptance Testing). Once a milestone is officially signed off, completed, or invoiced, the payment is 100% non-refundable.
• Work-in-Progress Protection: If a Client halts a project mid-milestone, the Client is legally liable to clear invoices for all development hours logged and verifiable developer allocations executed up to the exact timestamp of the written halt notice.
• Intellectual Property (IP) Safeguard: All source code, design assets, and strategy logic remain the proprietary property of the Company or its Associates until all outstanding project invoices and cancellation balances are settled in full by the Client.

4.2 AI, Automation & Cloud Infrastructure
• Non-Recoverable Assets: Fees allocated for custom AI model training, specialized token consumption, dedicated API keys, and enterprise software nodes provisioned directly for a Client's private or hybrid cloud environment are completely non-refundable.
• Cloud Environments: Compute capacities, database hosting arrays, serverless architecture subscriptions, and server management retention fees cannot be pro-rated or refunded mid-billing cycle once initialized.

4.3 Digital Marketing & Growth
• Agency Deliverables: Monthly management fees, strategic roadmap creation, SEO technical analysis, and creative asset productions represent explicit engineering hours and are non-refundable.
• Third-Party Platforms: TIMES manages ad networks (e.g., Google Ads, Meta Ads) strictly as an administrative proxy. Ad distribution budgets paid directly to these external networks are governed completely by their individual network terms. We explicitly disclaim cash refunds based on lead volume variations or search engine algorithm updates.

4.4 VoIP and Dialer Infrastructure
• Telephony Provisioning: Hard costs linked to configuring Interactive Voice Response (IVR) maps, Automatic Call Distribution (ACD) profiles, session border controllers, and customized secure dialer platforms are entirely non-refundable.
• Minute Allotments: Payments for bundled international or domestic SIP minutes, dedicated trunk line mappings, or predictive dialer minutes are non-refundable once added to the account pool, regardless of real-time volume utilization. Unused minutes expire monthly and do not carry over.

4.5 Inbound & Outbound BPO Services
• Capacity Locking: Technical seats, workforce management rosters, and human headcount allocations are reserved based on volume projections provided by the Client. If the Client’s call, chat, or ticket traffic falls below their formal forecast, the Company will not discount, refund, or roll over unutilized agent seat capacities.

5. General Refund, Cost Recovery, and Escrow Parameters
5.1 Setup and Implementation Architecture
• One-time fees covering system integration, secure data pipeline setups, client onboarding, data migrations, compliance shadowing, and initial human resource training are strictly non-refundable.

5.2 Processing of Advance Collections
• Payments collected under a prepaid or advance monthly cycle are non-refundable. Throughout the mandated 60-day cancellation notice window, the Company and its Associates will maintain operational queues, secure data handling, and active agent deployments. No pro-rata refunds will be authorized for early traffic disconnections initiated by the Client.

5.3 Service Credits and SLA Recourse
• Quality of service deviations are arbitrated strictly via the metrics contained within the individual Service Level Agreement (SLA).
• If a documented delivery shortfall occurs, the Client’s exclusive financial remedy is the issuance of Service Credits, which are applied directly to the subsequent billing sequence. Cash refunds for operational variances are explicitly barred.
• To protect the ecosystem, if an Associate is proven to be the sole direct cause of an SLA failure, the corresponding Service Credit financial liability will be adjusted directly within the Associate’s billing cycle.

6. Customer-Facing Protections (BPO End-Users)
• For inbound/outbound support services, any commercial transactions, consumer returns, or refunds involving an end Customer purchasing products or services from a Client must be processed directly through the Client’s internal payment systems.
• TIMES acts purely as a customer experience and technology management intermediary. We hold no financial or structural liability for merchant disputes, chargebacks, or consumer refunds between a Client and their respective Customers.

7. Invoice Dispute Resolution Protocol
To maintain fairness and avoid service disruptions, all financial grievances must follow this formal validation track:
• The 14-Day Window: Any structural dispute, discrepancy, or query regarding an issued invoice must be submitted in writing within 14 business days from the invoice generation date.
• Mandatory Partial Payment: To qualify for a dispute review, the Client must pay the undisputed portion of the invoice in full by its original due date. Service delivery will continue normally only if the undisputed balance is settled. Non-payment of the undisputed portion will result in an immediate service freeze.
• Waiver of Rights: Failure to lodge a formal written dispute using the prescribed template below within the 14-day window constitutes an absolute, irrevocable waiver of the Client’s right to challenge the invoice or seek retroactive credits/adjustments.
• Resolution Timeline: Upon receipt of a valid Invoice Dispute Form, our audit desk will investigate the claim alongside relevant Associates and provide a formal resolution, credit note adjustment, or rejection notice within 10 business days.

8. Governing Law and Exclusive Jurisdiction
This Policy, along with all operational interactions arising out of our BPO and ITES frameworks, shall be governed by, and construed exclusively in accordance with, the laws of India, within the jurisdiction of West Bengal, without giving effect to any legal principles of conflicts of law.
Any formal litigation, arbitration, or judicial proceedings arising directly or indirectly out of this policy shall be brought exclusively before the competent courts located in Kolkata, West Bengal, India.

9. Policy Amendments
The Company reserves the structural right to alter, modify, expand, or update this website policy to adapt to global compliance changes without providing prior individual notices to active platforms. The active version of this policy is maintained under the system revision stamp dated 07/01/2026 at the top of this portal.