Cancellation & Refund Policy.

This Cancellation & Refund Policy ("Policy") governs all bespoke software engineering, web application development, mobile app development (Android/iOS), CRM/ERP implementations, AI automation, graphic branding, and digital consulting services provided by MLHK Infotech ("Company", "We", "Us", or "Our") via https://mlhk.in and formal service agreements.

We maintain an open, transparent, and fair operational model. Because bespoke software development involves significant upfront engineering capacity, sprint allocation, and proprietary design architecture, this policy outlines the precise terms under which projects may be cancelled and how eligible refunds are calculated and disbursed.

- Cancellation Prior to Project Kickoff: If the Client submits a written cancellation request before sprint kickoff, technical architecture planning, or engineering resource allocation has commenced, the engagement will be terminated with minimum administrative reconciliation.

- Cancellation After Work Commences (Work-In-Progress): If a project is cancelled by the Client after active development, wireframing, or design has begun, billing is calculated on a prorated basis. The Client shall only be liable for: (a) actual engineering hours logged at the agreed hourly or daily rate; (b) completed milestones up to the written notice date; and (c) any non-cancellable third-party software, cloud server provisioning, or API licenses procured on the Client's behalf.

- Cancellation by MLHK Infotech: We reserve the right to suspend or terminate an engagement if the Client materially breaches contract terms, fails to settle invoices past 15 days of the due date, or fails to provide required project assets or approvals for over 30 consecutive calendar days. In such cases, unutilized prepaid balances (if any) will be refunded after settling outstanding dues.

Initial project advance deposits (typically 30% to 50% of the contract value, as defined in the SOW) serve to reserve dedicated technical staff, establish cloud staging environments, and author comprehensive architecture specifications.

In the event of an early cancellation before the advance deposit has been exhausted by logged engineering hours, the remaining unutilized cash balance will be refunded to the Client.

Conversely, if the verified work completed exceeds the advance deposit at the time of cancellation, the Client agrees to settle the remaining prorated balance within ten (10) calendar days of receiving the final reconciled statement.

Due to the bespoke, intellectual nature of custom software engineering, certain deliverables and services are strictly non-refundable:

- Completed & Approved Milestones: Once a milestone deliverable (such as an approved UI/UX design prototype, backend database architecture, or functional feature sprint) has been reviewed, demonstrated, and accepted by the Client, the payment associated with that milestone is non-refundable.

- Delivered Source Code & Live Deployments: Once custom source code has been delivered, repositories transferred, or an application deployed to the Client's production hosting environment, fees for those components are non-refundable.

- Third-Party Infrastructure & Pass-Through Costs: Direct third-party fees paid on the Client's behalf (such as domain registrations, third-party server hosting, paid SMS/Email gateway credits, SSL certificates, or specialized API access subscriptions) are non-refundable under any circumstance.

- Completed Support & Maintenance Cycles: Monthly support, server monitoring, or retainer subscriptions for billing cycles that have already been fulfilled are non-refundable. Support subscriptions may be cancelled for upcoming cycles with 15 days prior written notice.

Refunds are strictly reviewed and disbursed under the following verified circumstances:

- Duplicate or Erroneous Transactions: Where a technical failure or gateway glitch causes a duplicate charge for the same invoice, the excess transaction amount will be refunded in full immediately upon verification.

- Inability to Kick Off Project: In the rare event that MLHK Infotech is unable to initiate the contracted project within the agreed kickoff timeframe due to internal operational constraints, 100% of the advance fee paid for uncommenced work will be refunded promptly.

- Unutilized Prepaid Balances: Following a mutually agreed contract termination, any prepaid funds exceeding the total value of completed, documented deliverables will be refunded.

To request a project cancellation or claim an eligible refund, the Client must submit a formal written application via email with the subject line "Cancellation / Refund Request - [Invoice Number or Project Name]" to our executive billing desk:

- Primary Billing Email: admin@mlhk.in

- Client Helpdesk Email: support@mlhk.in

- Telephone / WhatsApp Support: +91-9165100124

To expedite the review process, your email must include:

1. Client Full Name, Company Name, and Registered Email.

2. Invoice Number, Project Title, and Statement of Work Reference.

3. Payment Transaction Reference ID (from the payment gateway receipt).

4. Date of Payment and Exact Amount Remitted.

5. Specific rationale or justification for the cancellation or refund claim.

Our billing desk will generate an official inquiry ticket and contact you within 24 to 48 business hours with next steps.