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Dispute & Cancellation Policy

At Dot Tech, we strive to build strong relationships with our clients by ensuring a smooth, transparent, and collaborative experience throughout each project. However, we recognize that disputes or cancellations may arise and have developed this Dispute and Cancellation Policy to outline our approach in such situations. This policy provides details on the procedures, terms, and guidelines for addressing disagreements, cancellations, and refunds. By engaging with Dot Tech, clients agree to the terms outlined in this policy, which forms part of our overall service agreement.

1. General Overview

  • This Dispute and Cancellation Policy applies to all services provided by Dot Tech, including web development, UI/UX design, software development, and other digital solutions.
  • Our policy ensures that both Dot Tech and our clients have a clear understanding of expectations, timelines, and the steps taken if either party chooses to cancel or dispute aspects of the project.

2. Project Agreement and Approval Process

  • Project Scoping and Agreement: Every project begins with a formal agreement outlining the project’s scope, deliverables, timeline, and payment terms. Both Dot Tech and the client review and approve this agreement to establish clear expectations.
  • Milestone-Based Approvals: Our projects are broken down into milestones, with each milestone covering specific deliverables. The client reviews and approves each milestone before proceeding to the next phase.
  • Commitment to Collaboration: Dot Tech encourages ongoing communication with our clients to address any questions, requests for revisions, or concerns. This collaborative approach helps reduce misunderstandings that may lead to disputes or cancellations.

3. Cancellation Policy

  • Cancellation Before Project Commencement:
    • If a client wishes to cancel the project before work has commenced, they may do so without incurring a fee. Any deposits or advance payments made up to that point will be refunded, minus any administrative or setup fees as stated in the initial agreement.
  • Cancellation During Project Execution:
    • If a client decides to cancel the project after work has commenced, they are responsible for the cost of completed milestones and any partial work on the current milestone.
    • Clients will not be entitled to a refund for milestones that have already been completed and approved.
  • Cancellation by Dot Tech:
    • Dot Tech reserves the right to cancel a project under exceptional circumstances, such as client breach of contract or non-payment. In such cases, we provide a prorated refund for any uncompleted work.
  • Notification of Cancellation:
    • To initiate a cancellation, clients must provide a formal, written cancellation request via email. This ensures both parties have a record of the cancellation and its effective date.

4. Refund Policy

  • Milestone-Based Refunds:
    • Dot Tech follows a milestone-based payment structure, and refunds are considered on a per-milestone basis.
    • Refunds for uncompleted milestones are possible if the client chooses to cancel before that milestone’s work begins. Completed milestones are non-refundable.
  • Non-Refundable Fees:
    • Certain fees, such as administrative costs, setup fees, and third-party tool licenses or integrations, are non-refundable. These fees are outlined in the initial project agreement.
  • Exceptional Circumstances:
    • In rare cases where Dot Tech is unable to complete the project due to unforeseen events on our end, clients are eligible for a refund for any uncompleted work or milestones.

5. Dispute Resolution Process

  • Initial Resolution Attempt:
    • Dot Tech encourages clients to contact us directly with any disputes or concerns. Our team will work promptly to address any issues in a collaborative manner. Most disputes can be resolved at this initial stage through open communication and mutual understanding.
  • Internal Review Process:
    • If a dispute cannot be resolved informally, Dot Tech will conduct an internal review. This involves reviewing project documentation, deliverables, milestones, and client feedback to assess the situation fairly.
    • During the review process, both parties may be asked to provide additional documentation or clarify their positions. This helps ensure all perspectives are considered.
  • Formal Dispute Resolution:
    • If the internal review does not lead to a satisfactory resolution, the dispute may be escalated for formal mediation or arbitration. This process may involve a third-party mediator or arbitrator to facilitate a fair and impartial outcome.
    • The specific terms for formal dispute resolution, including the selection of a mediator or arbitrator, will be outlined in the initial service agreement.

6. Dispute Scenarios and Resolution Guidelines

  • Project Scope Disputes:
    • If a client feels the delivered work does not align with the agreed project scope, Dot Tech will review the original agreement and deliverables to determine if any adjustments are necessary. Scope disputes are often resolved by clarifying expectations and providing additional revisions within reason.
  • Timeline Disputes:
    • In the event of a dispute regarding project timelines, Dot Tech will review any agreed-upon deadlines and milestones. Delays caused by factors beyond Dot Tech’s control (e.g., delays in client feedback) are not grounds for a refund or cancellation but may result in adjusted timelines.
  • Quality and Deliverable Disputes:
    • If a client is dissatisfied with the quality of a deliverable, Dot Tech will make reasonable efforts to address the feedback through revisions. Minor revisions are included as part of the service, while major scope changes may incur additional charges.
    • Quality disputes are typically resolved by providing clarifications on the deliverable criteria and implementing adjustments as agreed.

7. Termination of Agreement

  • Client-Initiated Termination:
    • Clients may terminate the agreement at any point, provided they fulfill their payment obligations for completed milestones and deliverables.
  • Dot Tech-Initiated Termination:
    • Dot Tech reserves the right to terminate an agreement if a client repeatedly fails to fulfill contractual obligations, such as timely feedback or payment. In such cases, we provide a refund for any uncompleted milestones and transfer ownership of completed work to the client.
  • Notification Requirements:
    • Termination of the agreement must be communicated in writing, and both parties are expected to fulfill any remaining obligations as per the agreement’s terms.

8. Amendments and Change Requests

  • Scope Modifications:
    • Clients may request modifications to the project scope during its execution. Any changes beyond the original agreement may affect the timeline and cost of the project. Dot Tech will provide a new quote for the requested changes.
  • Change Order Process:
    • Formal change orders will be issued for all approved changes, specifying the updated scope, timeline, and cost. The client must approve the change order before any work begins.
  • Handling Disputes Related to Change Requests:
    • Disputes over change requests are resolved by referring to the original agreement and any additional documentation regarding approved changes.

9. Intellectual Property and Ownership Rights

  • Ownership Transfer Upon Completion:
    • Clients gain ownership of all completed deliverables once final payment is received. This includes source files, documentation, and other materials defined in the project scope.
  • Ownership in the Event of Cancellation:
    • If a project is canceled before completion, ownership rights to any partially completed work remain with Dot Tech until payment for that phase or milestone is received.
  • Intellectual Property Disputes:
    • Disputes regarding intellectual property rights or ownership are resolved based on the terms of the service agreement and any additional intellectual property clauses within it.

10. Confidentiality and Data Protection in Dispute Resolution

  • Client Confidentiality:
    • Dot Tech maintains strict confidentiality regarding all project details, client information, and dispute-related documentation.
  • Data Privacy Compliance:
    • Any personal or project-related data processed during dispute resolution will comply with relevant data protection laws, including GDPR.
  • Secure Documentation Handling:
    • Dot Tech ensures all documents related to disputes are securely stored and accessed only by authorized personnel involved in the resolution process.

11. Refund Exceptions and Non-Refundable Situations

  • Non-Refundable Deposits and Fees:
    • Certain fees, such as administrative or setup fees, are non-refundable once the project has commenced. These fees are specified in the initial agreement.
  • Non-Refundable Milestone Payments:
    • Payments for completed and approved milestones are generally non-refundable, as they correspond to deliverables that have already been reviewed and accepted by the client.
  • Situations Leading to Non-Refundability:
    • Refunds may not be available in cases where the client repeatedly fails to provide necessary feedback, delays the project, or cancels without reasonable notice.

12. Client Responsibilities and Obligations

  • Timely Communication and Feedback:
    • Clients are responsible for providing timely feedback and clear communication to ensure project milestones are met. Delays in feedback may impact the project timeline and are not grounds for a refund.
  • Payment Obligations:
    • Clients must fulfill payment obligations for completed milestones and approved deliverables. Failure to make payments as outlined in the agreement may result in project suspension or termination.
  • Obligation to Address Disputes in Good Faith:
    • Both Dot Tech and the client are expected to approach any disputes in good faith, with the goal of reaching a fair and amicable resolution.

13. Amendments to This Policy

  • Dot Tech reserves the right to amend or update this Dispute and Cancellation Policy as necessary to reflect changes in legal requirements, business practices, or service offerings.
  • Clients will be notified of significant policy changes, and an updated version will be available on our website.