Refund Policy

Last Updated: January 11, 2026

At Nine Labs Lanka (PVT) Ltd, we are committed to delivering high-quality software solutions and professional services to our clients. This Refund Policy outlines the terms under which refunds may be granted..

1. Nature of Our Products

Nine Labs Lanka (PVT) Ltd provides:

  • Custom software development.
  • Web and mobile applications
  • SaaS (Software as a Service) solutions
  • ERP systems
  • System integrations
  • Maintenance and support services

Due to the digital and customized nature of our services, refunds are handled under specific conditions as outlined below.

2. Custom Software Development Projects

For custom-developed software:

  • Advance payments / deposits are non-refundable once project work has commenced.
  • To notify you about changes to our Service
  • If a project is cancelled before development begins, a refund may be issued after deducting administrative and consultation fees.
  • If the project is cancelled after development has started, The client will be charged for work completed up to the cancellation date. Any remaining balance (if applicable) may be refunded after evaluation.

All completed work up to the cancellation point will be delivered to the client upon request.

3. SaaS / Subscription-Based Services

For subscription-based services:

  • Monthly subscriptions are generally non-refundable once activated.
  • Annual subscriptions may be eligible for partial refunds within [7/14] days of purchase if the service has not been substantially used, and A written refund request is submitted within the specified period.

After the eligible refund period, no refunds will be issued for unused subscription time.

4. Technical Issues

If a customer experiences technical issues:

  • We will first attempt to resolve the issue within a reasonable time frame.
  • Refunds will not be issued for issues that:
    • Are caused by third-party services,
    • Result from customer-side hardware/software incompatibility,
    • Occur due to misuse or unauthorized modifications.

If a customer experiences technical issues:

  • The software fails to perform substantially as agreed, and
  • The issue cannot be resolved within a reasonable support period.

5. Chargebacks & Disputes

Customers are encouraged to contact us directly before initiating chargebacks or payment disputes. Unauthorized chargebacks may result in:

  • Immediate suspension of services
  • Legal recovery of outstanding amounts

6. How to Request a Refund

To request a refund, please contact:

Include:

  • Invoice number
  • Project or subscription details
  • Reason for refund request

All refund requests are reviewed within [5–10] business days.

7. Amendments

Nine Labs Lanka (PVT) Ltd reserves the right to modify this Refund Policy at any time. Updated versions will be published on our official website.