1. Overview
Tukhor Software & Web Solutions builds websites, school management systems, POS software and custom software to your requirements. Once we start work, our time, design and development effort are used up, so payments are generally not returned for work already done.
We still want to be fair. This policy sets out when a refund, partial refund or credit may apply. It should be read with our Terms & Conditions and the quotation or agreement for your project. If your agreement says something different, the agreement applies.
2. Refunds by project stage
| Stage | What may be refunded |
|---|---|
| Before work starts | If you cancel after paying but before any work has begun, we will refund the payment, less any third-party costs already paid for you and any reasonable admin cost. |
| During development | No refund for work already completed. Where a stage has been paid for but not started, the amount for that unstarted stage may be returned or credited. |
| After delivery | Payments for delivered and accepted work are not refundable. Problems with agreed features are fixed under section 4. |
| Work we cannot deliver | If we are unable to deliver an agreed part of the project, you will get a refund or credit for that part. |
The exact stages and amounts for your project are in your quotation or agreement.
3. Cancelling a project
- Please tell us in writing (email is fine) that you want to cancel.
- You pay for work completed and costs already incurred up to the date we receive your notice.
- We will give you an itemized summary of the work done, and files or work in progress as set out in your agreement, once any amount due is settled.
- If you stop responding or providing what we need for a long period, we may treat the project as paused or cancelled as set out in your agreement.
4. Problems with delivered work
If delivered work does not match the agreed scope, please tell us promptly with details or screenshots. We will first try to fix it within a reasonable time, since that is usually the fastest way to resolve the problem.
If we cannot fix a failure to meet the agreed scope after reasonable attempts, we will discuss a fair remedy with you, which may be a partial refund for the affected part.
The following are not treated as defects: changes of mind after approval, new features outside the agreed scope, issues caused by third-party services or by changes others made to the system, and differences in personal taste where the agreed design was delivered.
5. What is not refundable
- Domains, hosting, SSL certificates, SMS credits, paid plugins, licenses, payment gateway fees and other third-party purchases, because we pay those providers on your behalf and they have their own policies.
- Work already completed, approved or delivered under the agreement.
- Training, consultation or support time already provided.
- Delays or losses caused by late content, data or feedback from you.
- Bank, mobile banking or payment transfer charges.
6. Support and maintenance plans
For paid support or maintenance, you can cancel at any time by written notice, and the plan ends at the end of the period already paid for. Payments for a period already started are generally not refunded, unless your agreement says otherwise or we have not provided the agreed service.
7. How to request a refund
- Email info@tukhor.xyz with the subject "Refund request".
- Include your name, phone number, project or invoice details, payment date and amount, and the reason for your request.
- Add any screenshots or notes that help us understand the problem.
- We will review it and reply with our decision and, where relevant, the amount and next steps.
8. How refunds are paid
Approved refunds are normally paid back by the same method you used to pay, or another method we agree with you. The time for the money to arrive can depend on your bank or mobile payment provider. We will tell you when we have sent it.
9. Changes to this policy
We may update this policy from time to time. The "Last updated" date shows the latest version. Changes do not affect a signed agreement for an existing project unless both sides agree.
10. Contact us
If you have a question about a payment or a refund, please contact us:
- Email: info@tukhor.xyz
- Phone: 01313-661147
- Address: Sobujbag, Bogura, Bangladesh