Effective Date: December 12, 2020
At Maati Farms, we strive to provide top-notch data and consultancy services for exporters and importers. We are committed to ensuring customer satisfaction. This Refunds and Returns Policy outlines the process, conditions, and timeframes for refunds related to our services.
1. Eligibility for Refunds
1.1 Refunds are applicable under the following conditions:
- We fail to deliver the promised services as per the agreed scope or timeline after one month of the agreed delivery date.
- You have documented evidence that the services delivered were not as described or agreed upon.
1.2 Refund requests will not be entertained under the following conditions:
- Change of mind after the service has been delivered.
- Failure to use the data or consultancy services provided by us due to reasons not attributable to Maati Farms.
2. Initiating a Refund Request
2.1 To initiate a refund request, please follow these steps:
- Contact us via email at info@maatifarms.com with the subject line: “Refund Request – [Your Order/Service ID].”
- Provide the following details in your email:
- Name and contact information.
- Service description and purchase details.
- Reason for the refund request, along with any supporting documents or evidence (e.g., service agreement, proof of non-delivery).
2.2 Upon receiving your request, our support team will acknowledge your query within 3 business days.
3. Evaluation Process
3.1 Refund requests will be evaluated based on the following criteria:
- Verification of the service agreement and the scope of work.
- Evidence provided by the customer regarding the non-delivery or unsatisfactory service.
3.2 The evaluation process may take up to 10 business days. We will communicate our findings and decision via email.
4. Refund Amount and Timeframe
4.1 If your refund request is approved:
- The refund amount will be equivalent to the total payment made for the service in question.
- Refunds will be processed using the original payment method unless otherwise agreed.
4.2 Timeframe for processing refunds:
- Approved refunds will be processed within 15 business days of the approval notification.
4.3 Refunds may be subject to bank or payment gateway processing times, which could add additional delays.
5. Fees and Costs
5.1 No additional fees will be charged for initiating a refund request.
5.2 Customers are responsible for any costs incurred due to incorrect information provided during the refund process (e.g., wrong account details).
6. Exclusions
6.1 Our Refund Policy does not cover:
- Services provided as part of a free trial or promotional offer.
- Any third-party services or data integrations facilitated by Maati Farms but executed by an external provider.
7. Customer Support
For any questions, concerns, or to follow up on a refund request, please contact our customer support team:
- Email: info@maatifarms.com
- Address: 122, Near Siddeshwar Mahadev Temple, Laxman Colony, Shyam Nagar, Jaipur, Rajasthan 302019
We are here to assist you Monday through Friday, 10:00 AM to 6:00 PM (IST).
8. Amendments to This Policy
8.1 Maati Farms reserves the right to update or modify this policy at any time without prior notice.
8.2 Changes to this policy will be reflected on our website, with the effective date updated accordingly.
By using our services, you agree to comply with this Refunds and Returns Policy. We aim to ensure a fair and transparent process for both our customers and our business.