Refund and Cancellation Policy

 

URL: https://www.pirlanta.in/refunds
(Last updated: 28 November 2025)

 

1. Purpose

This Refund & Cancellation Policy (“Policy”) explains how cancellations and refunds are handled for services purchased from Pirlanta IT Solutions Private Limited (“Pirlanta”, “we”, “our”, “us”).

This Policy should be read together with the relevant SOW/MSA and our Terms of Service.

 

2. General Principles

1. All commercial terms (fees, milestones, subscription periods, credit terms, exit clauses) are primarily governed by the Service Agreement or SOW signed with you.
2. Where your contract has specific cancellation or refund terms, those will prevail over this general Policy.
3. Pirlanta typically does not offer refunds for:
   
   • Services already delivered or time already spent;
   • OEM licenses, subscriptions or cloud consumption once provisioned;
   • Delay or issues attributable to Client dependencies or third-party environments.

 

3. Scope of This Policy

This Policy applies to:

1. One-time or project-based services (audits, assessments, deployments, migrations, consulting, etc.)
2. Managed services and support contracts (SOC, monitoring, AMC, managed firewall, etc.)
3. Training, workshops or enablement services, where applicable.

It does not apply to OEM or third-party products sold or provisioned by Pirlanta, which are governed by the respective OEM’s refund and cancellation terms.

 

4. Cancellation by Client

4.1 Before Contract Signing / PO / Advance

If you decide not to proceed before signing a Service Agreement, issuing a purchase order (PO) or making any advance payment, no cancellation charges or refunds are applicable.

4.2 After Contract Signing but Before Work Starts

If you cancel after signing an agreement or issuing a PO, but before Pirlanta starts work or makes any commitments (such as ordering OEM licenses, booking resources or travel):

1. Pirlanta may, at its discretion, agree to cancellation without charge; OR
2. Levy a nominal administrative/cancellation fee if significant pre-engineering, proposals or design work has already been completed.

4.3 After Work Has Started

Once project execution or service delivery has begun:

1. Fees for completed milestones, hours or deliverables are non-refundable.
2. Any advance or milestone amount attributable to work not yet started may be considered for partial adjustment or credit, at Pirlanta’s sole discretion, after deducting:
   
   • Work already performed;
   • Non-recoverable OEM/third-party costs;
   • Allocation and mobilisation costs.

Any such adjustment will be documented via a change note or credit note.

 

5. Cancellation of Managed Services

Managed services (such as SOC, monitoring, managed firewall, network management, and similar recurring services) are typically contracted for a fixed minimum term (e.g., 12/24/36 months) as defined in the SOW.

1. Cancellation before the end of the term
   
   • If you request early termination without cause, you may be required to pay:
     
     • All unpaid fees up to the effective termination date; and
     • Early termination charges, if specified in the contract (for example, remaining months or a defined exit fee).
2. Non-renewal
   
   • If a managed services contract is auto-renewing, you must give written notice of non-renewal within the notice period mentioned in the contract (for example, 30–90 days before expiry).
3. Termination for cause
   
   • If you terminate for Pirlanta’s material breach as determined under the contract, any prepaid managed services fees for unused periods may be refunded or credited on a pro-rata basis, after adjusting for work done and non-recoverable costs, subject to mutual agreement.
   • If Pirlanta terminates for your breach (e.g., non-payment, misuse, violation of OEM terms), no refunds will be due, and unpaid fees may become immediately payable.

 

6. Non-Refundable Components

Unless mandated otherwise by law or a specific contract, the following are generally non-refundable:

1. OEM / third-party software licenses, subscriptions, support packs and cloud credits once ordered or provisioned.
2. Hardware and appliances once shipped or commissioned.
3. Time & Material (T&M) work already performed, including consulting, design, configuration, implementation, troubleshooting and travel time.
4. Custom deliverables (scripts, runbooks, integrations, dashboards, documentation) already shared with the Client.
5. Expenses already incurred (such as travel, accommodation, logistics), where such expenses were pre-approved or contractually agreed.

 

7. Billing Errors & Duplicate Payments

1. If you believe there is a billing error or you have made a duplicate payment, please notify Pirlanta with supporting evidence within 30 days of the invoice or transaction date.
2. Once verified, Pirlanta may:
   
   • Issue a credit note to be adjusted against future invoices; or
   • Process a refund to your original mode of payment or via bank transfer, as mutually agreed.

 

8. Refund Process & Timelines

If a refund is agreed:

1. How to request
   
   • Submit a written request to the Pirlanta account manager and copy the finance/commercial contact provided in your contract, including:
     
     • Contract/SOW reference
     • Invoice number(s)
     • Payment details
     • Reason for refund request
2. Assessment
   
   • Pirlanta will review the request against the applicable contract, this Policy, OEM terms and applicable law.
   • Additional documentation or clarification may be requested.
3. Processing time
   
   • Once approved, Pirlanta will aim to process the refund or credit within 10–15 working days, excluding any additional time taken by banks or payment gateways.
4. Mode of refund
   
   • Refunds will generally be made to the original payment method or via bank transfer to an account in the Client’s name, unless otherwise agreed in writing.

 

9. No Refund for Change of Mind

Because our services are highly customised, environment-specific and involve upfront investments, we do not provide refunds for a simple “change of mind” once work has started or licenses have been ordered, except where expressly agreed in writing or required by applicable law.

 

10. Policy Updates

Pirlanta may revise this Policy from time to time to reflect changes in law, business or OEM/third-party terms. The updated Policy will be posted on this page with a revised “Last updated” date. Your continued use of Pirlanta’s services after such updates will constitute acceptance of the revised Policy.

 

11. Contact for Cancellations & Refunds

For any questions, cancellations or refund-related requests, please contact:

Pirlanta IT Solutions Private Limited
Pirlanta IT Solutions Pvt. Ltd. #6B,
1st Cross, Vinayaka Nagar,
J. P. Nagar, 5th Phase,
Bengaluru – 560078

Email: secure@pirlanta.in
Phone: +91 94296 93558