Last updated: (15 June, 2020)
SATISFACTION GUARANTEE
At Stairfirst, we believe in offering the best in class services to our clients and are confident of giving them satisfaction. However, there might be certain rare situations wherein you are not quite happy with our services. We would request you to please contact us immediately by sending us an mail on [email protected]and/or call you on the numbers provided on our website. We are confident to fix the situation for you but in case it is beyond our control we would readily provide you a refund or credit note for future services. All refund requests are managed by senior management directly and personally responded within 2 working days.
Cancellation & Refund Policy
When a client pays us the fees, it is retained by us in a client account. We are in professional services world and as such fee is earned upon completion of each milestone. In addition, there are certain payments which are made to Government agencies, or to other third parties with a role in processing your order as fees or taxes. We will consider refunding to you the unearned fees after deducting the said payments to Government agencies or other third parties.
- If refund is initiated by client due to change in mind, quality of service or any other reason, then we would refund unearned fees less payments to Government agencies or other third parties. Before processing any refund, we reserve the right to make best effort to complete the service. In this case, a cancellation fee of 20% would be applicable. In case of change of service, the cancellation fee would not be applicable
- If cancellation is initiated by Stairfirst in a situation where client is not reachable on mails/phone/text messages for more than 30 days, NO refund shall be provided
All refund requests must be made within 60 days of purchase. Refund request after 60 days will not be accepted and only credit will be provided for completion of service / change of service. We will complete processing your refund request within 2 weeks of receiving all the information required for processing refund like reason for refund, bank details for processing request, etc. The final decision on the amount of refund would be taken by the management.
In case you require us to hold the processing of a service, we will hold the fee paid on your account until you are ready to commence the service.
Change of Service
A change of service request must be raised within 60 days of purchase. The unearned fees less money paid to government entities, such as filing fees or taxes, or to other third parties with a role in processing your order, will be credited to your Stairfirst account. You can use the balance credit for any other service with us.
Change in pricing
We would not request any other fee under any circumstance. However, if there are changes to Government fees or additional documentation required by Government or refiling of forms due to rejection or resubmission, we would raise a demand for additional fees.
Factors Outside our Control
We cannot guarantee the results or outcome of your particular procedure in certain cases. For instance, the government may reject an application for legal reasons beyond the scope of Stairfirst service. In some cases, a government backlog or problems with the government platforms (e.g. MCA website, Income Tax website, GST website) can lead to long delays before your process is complete.. Problems like these are beyond our control and are not covered by this guarantee or eligible for refund. Hence, delay in processing of your file by the Government cannot be a reason for refund.
Force Majeure
Stairfirst shall not be considered in breach of its Satisfaction Guarantee policy or default under any terms of service, and shall not be liable to the Client for any cessation, interruption, or delay in the performance of its obligations by reason of earthquake, flood, fire, storm, lightning, drought, landslide, hurricane, cyclone, typhoon, tornado, natural disaster, act of God or the public enemy, epidemic, famine or plague, action of a court or public authority, change in law, explosion, war, terrorism, armed conflict, labour strike, lockout, boycott or similar event beyond our reasonable control, whether foreseen or unforeseen (each a “Force Majeure Event”).