Refund & Cancellation Policy
Information about cancellations, refunds and project changes.
This Refund & Cancellation Policy explains how Teleios Software Solutions ("Teleios", "we", "us" or "our") handles cancellation requests and refund enquiries for software development, websites, web applications, POS systems, licences, installations and related IT services.
This policy should be read with the relevant quotation, invoice, licence or project agreement and our Terms of Service. If a signed agreement contains a specific cancellation or refund term, that term will apply to the extent it is consistent with applicable law.
1. Before You Purchase
Please review the quotation carefully before making payment. Confirm the project scope, features, exclusions, delivery estimates, payment milestones, third-party costs, support arrangements and any recurring fees. Ask us to clarify anything that is unclear before approving the work.
2. Requesting Cancellation
To request cancellation, contact us in writing at info@teleios.lk or by another written channel used for the project. Include your name, invoice or quotation number, service or product, payment details and reason for cancellation. We may contact you to verify the request.
We will confirm receipt and explain the work completed, commitments already made and any amount that may be refundable or payable under the agreement and applicable law.
3. Custom Software and Website Projects
Custom development involves time, planning and work specific to the customer's requirements. If a customer cancels a project after work has started, Teleios may calculate the amount due by reference to work completed up to the effective cancellation date, approved expenses and non-cancellable third-party commitments, as permitted by the quotation, agreement and applicable law.
Any advance payment will be reconciled against those amounts. A remaining balance, if any, will be considered for refund. If the value of completed work and permitted commitments exceeds payments already made, the outstanding amount may remain payable. We will provide a reasonable explanation of the calculation on request.
4. Work Not Yet Started
If cancellation is requested before work begins, we will review whether resources have been reserved, third-party purchases have been made or other costs have been incurred. Any refund will be determined under the quotation, agreement and applicable law. We will not describe a payment as automatically non-refundable unless that condition was clearly agreed and is legally enforceable.
5. Digital Products, Software Licences and POS Systems
For ready-made software, POS products, digital licences or downloadable deliverables, refund eligibility may depend on whether the licence has been activated, software delivered, installation completed, training provided or custom configuration performed. If a product is defective or does not materially match its agreed description, contact us so that we can investigate and provide an appropriate remedy in accordance with the agreement and applicable law.
Nothing in this policy removes any mandatory rights or remedies that a customer may have under applicable consumer protection law.
6. Third-Party Purchases and Recurring Services
Domain registration, hosting, premium licences, plugins, themes, cloud services, payment gateway fees, SMS credits and other third-party products may be subject to the provider's own cancellation and refund rules. Where a third-party charge has already been incurred and cannot be recovered, it may not be refundable by Teleios, subject to the quotation, agreement and applicable law. Customers are responsible for future renewals unless we have expressly agreed to manage them.
7. Defects, Bugs and Service Issues
If you believe a delivered item has a defect, please report it with steps to reproduce the issue, screenshots or relevant details. We will assess whether the issue falls within the agreed scope and applicable warranty or support period. Where a defect is covered, we will provide the remedy stated in the agreement or an appropriate correction. A request for a new feature, a change in requirements or a problem caused by unsupported third-party systems is not automatically a defect.
8. Customer Delays and Abandoned Projects
If a project cannot progress because required content, access, decisions or approvals are not provided, we may notify the customer and agree a revised schedule. If the project remains inactive for an extended period, the parties should agree whether it will be paused, rescheduled or closed. Any charges or refund calculation will be based on the agreement, work completed and applicable law. We will not assume that silence alone means the customer has waived mandatory rights.
9. Refund Processing
Where a refund is approved, it will normally be returned using the original payment method where reasonably possible, or another method agreed with the customer. Processing time may depend on banks, payment providers and verification requirements. We will communicate the expected process when the refund is approved. Any lawful third-party processing fees or deductions must be disclosed and supported by the applicable agreement or law.
10. Non-Refundable Items
There is no blanket rule that every payment, deposit or digital purchase is non-refundable. The treatment of a particular payment depends on the work performed, the service supplied, any clearly agreed terms, third-party commitments and applicable law. Mandatory consumer rights take priority over any inconsistent term in this policy.
11. Disputes and Complaints
If you disagree with a cancellation or refund decision, reply in writing with the reasons and supporting documents. We will review the matter. You may also use any complaint or dispute-resolution process available under applicable Sri Lankan law.
12. Changes to This Policy
We may update this policy to reflect changes in our products, services or legal requirements. The latest version will be published on this page with an updated date. The version applicable to a purchase may also be identified in the quotation or agreement.
13. Contact Us
For cancellation or refund requests, contact:
Teleios Software Solutions
No. 293, Arangala, Naula, 21090, Matale, Sri Lanka
Phone: +94 76 988 0528
Email: info@teleios.lk