Refund & Cancellation Policy

What this covers

This policy sets out how cancellation and refunds are handled across the engagement models SegaKIV Info Tech offers. It is a statement of our standard position.

Your signed agreement is what governs your engagement. Where that agreement says something different from this page, the agreement prevails. We publish this so you know our default position before you negotiate one.

We do not sell a product

SegaKIV provides professional services. There is no digital download, licence key or subscription product with an automatic cooling-off period, so a single blanket refund window would be misleading.

Instead, each engagement model has a cancellation and refund position that reflects how work and cost accrue under it. Those are set out below.

Discovery engagements

Discovery is a fixed-fee, time-boxed piece of work — typically one to six weeks — producing a problem statement, a shaped backlog, a risk register and an estimate range.

You may cancel a discovery at any time before it starts for a full refund of anything already paid.

Once discovery has started, cancellation is charged pro rata for work completed up to the cancellation date, and any balance is refunded. You keep every artefact produced up to that point, whether or not you continue with us.

Fixed-scope projects

Fixed-scope work is invoiced against milestones defined in the agreement.

If you cancel before a milestone completes, you are charged for work completed to date, assessed against the deliverables of the milestone in progress. Amounts paid in advance beyond that are refunded within 30 days.

Completed and accepted milestones are not refundable, since the deliverable has been handed over and is yours to use.

Dedicated pods and time & materials

Pods run on a monthly rate with a minimum term stated in the agreement, usually three months. Time & materials work is billed against actual effort within a monthly cap you set.

Either arrangement can be cancelled with the notice period in the agreement — typically 30 days. You pay for the notice period and for work performed; nothing beyond that.

Fees for time already worked are not refundable. Any prepayment covering a period after the notice expires is refunded within 30 days.

Staffing placements

Permanent placements carry a replacement guarantee period stated in the agreement. If a placement leaves or is terminated within that period, we source a replacement at no additional placement fee.

Where we cannot provide a suitable replacement within a reasonable time, the placement fee is refunded on the sliding scale set out in the agreement, based on how long the placement lasted.

Contract and contract-to-hire placements can be ended on the notice period in the agreement. You pay for time worked and the notice period. Time already worked by a contractor is not refundable.

Managed application services

Managed services are billed monthly in advance against a defined service catalogue and SLA, with a minimum term and notice period set out in the agreement.

If we fail to meet agreed service levels, the service credits in your agreement apply. Those credits are the contractual remedy for SLA failure.

On cancellation, fees for months already served are not refundable. Any prepaid months beyond the notice period are refunded within 30 days. Exit assistance — documentation, runbooks, knowledge transfer and access handover — is included and is not contingent on the reason for leaving.

If we are at fault

If we fail to deliver what was agreed, tell us. Our first step is always to fix it at our own cost — that is faster and more useful to you than a refund.

Where a defect cannot reasonably be remedied, we will agree a fair reduction or refund for the affected deliverable. We would rather resolve this in a conversation than through a contractual process.

How to cancel or request a refund

Email reachus@segakiv.com with your organisation name, the engagement concerned and what you are asking for. Notice takes effect from the date we receive it.

We acknowledge within 2 business days, and give you a written position within 10 business days. Approved refunds are issued within 30 days, to the original payment method unless we agree otherwise.

Disputes

If you disagree with our position, raise it with us in writing and we will escalate it internally and respond substantively.

Failing agreement, the dispute resolution and governing law provisions of your signed agreement apply. For engagements contracted through our India entity that is the courts of Telangana; engagements contracted through our United States entity may specify a different forum.

Changes

We may update this policy. Changes apply to engagements entered into after the updated date shown at the top of this page, and never retroactively to an engagement already under contract.