Service and Cancellation Policy

1. Introduction

This Service and Cancellation Policy ("Policy") establishes the general terms governing service enquiries, proposed engagements, service delivery, scheduling, client responsibilities, changes to agreed work, cancellations, refunds, and related administrative matters for Visva Business Solutions (OPC) Private Limited, operating under the name VisVa ("VisVa," "we," "us," or "our").

VisVa provides business-oriented printer management and related services intended for small businesses, offices, and professional organizations. The precise services available to a particular client depend on the requirements discussed, the written scope agreed upon, the availability of the relevant service, and the terms accepted by both parties.

This Policy is intended to explain how a service engagement is proposed, confirmed, administered, changed, and concluded. It also explains the circumstances in which a client may request a cancellation, the manner in which cancellation and refund requests are evaluated, and the limitations that may apply to fees associated with work already performed or costs already incurred.

The Policy should be read together with the VisVa Terms and Conditions, Privacy Policy, Disclaimer, and any written quotation, proposal, statement of work, invoice, service agreement, or other document specifically accepted for an engagement.

Where an engagement is governed by a separate written agreement, that agreement may establish additional terms concerning the scope of work, fees, scheduling, payment milestones, deliverables, cancellation, or refunds. Any conflict between documents will be assessed in accordance with the express terms of the applicable agreement and mandatory applicable law.

Nothing in this Policy is intended to exclude, restrict, or waive a right or remedy that cannot lawfully be excluded, restricted, or waived.

2. Business Identity and Contact Details

The services described in this Policy are offered by the following business:

Business Name: Visva Business Solutions (OPC) Private Limited
Operating Name: VisVa
Website: https://visva.co/
Email: support@visva.co
Telephone: +1 (888) 973-3308
Business Address: Industrial Shed No. F-135, Phase 8-B, Industrial Area, Mohali, Punjab 140308, India.

Clients and prospective clients may use the above contact details to ask questions about service availability, request clarification of an existing quotation, submit a scheduling request, report a concern, request a cancellation, or raise a question about an invoice or payment.

To assist us in identifying the relevant matter, communications should include the client's name or business name, the relevant quotation or invoice reference if available, and a brief description of the request.

Clients should not include passwords, payment card numbers, bank account credentials, or other unnecessary sensitive information in ordinary email correspondence.

3. Nature and Scope of Services

VisVa provides business-oriented printer management and related services as specifically described in the relevant service information, quotation, proposal, or written agreement.

The exact scope of work may differ depending on the client's business requirements, the nature of the requested engagement, the information supplied by the client, and the services that VisVa has expressly agreed to provide.

A general description of a service on the website is not, by itself, a confirmation that every possible task, outcome, feature, or form of assistance is included in every engagement.

The services included in an engagement will be determined by the written scope approved by the client. Where relevant, that scope should identify the work to be performed, the principal deliverables, the applicable fees, any exclusions, the expected schedule, and any client responsibilities.

Unless expressly included in a written agreement, the following are not automatically part of a service engagement:

• Physical repair of printer hardware.
• On-site technician visits.
• Supply, sale, installation, or replacement of physical equipment.
• Purchase of printer parts, consumables, or accessories.
• Manufacturer-authorized warranty services.
• Manufacturer-operated technical support.
• Third-party software licences or subscriptions.
• Third-party subscription activation or renewal.
• Automated printer fleet monitoring.
• Live printer fleet dashboards or remote telemetry.
• Unspecified ongoing maintenance or recurring support.
• Any additional service not expressly identified in the approved scope.

The above list describes exclusions from the general service model and does not prevent the parties from agreeing in writing to an additional service that VisVa is legally and operationally able to provide.

A client should request clarification before approving an engagement if any service, feature, deliverable, or responsibility is not expressly identified.

4. Service Enquiries and Initial Communications

A service enquiry is a request for information and does not, by itself, establish a contractual engagement.

An enquiry may be submitted through the website, by email, by telephone, or through another communication channel made available by VisVa.

During the enquiry process, VisVa may request information reasonably necessary to understand the general nature of the client's requirements. This may include the client's business name, contact information, the type of business requirement, the intended scope of work, and any relevant operational constraints.

The client should provide accurate information and should not submit confidential or sensitive information unless it is reasonably necessary and there is an appropriate method for providing it.

VisVa may ask follow-up questions, request clarification, provide general information, or determine that the requested work requires a separate assessment before a quotation can be issued.

An enquiry, discussion, preliminary estimate, general statement on the website, or informal indication of availability should not be treated as a final quotation or binding commitment unless expressly confirmed in writing.

VisVa does not guarantee that every enquiry will be accepted or that every requested service will be available.

5. Quotations and Proposals

Where appropriate, VisVa may issue a written quotation, proposal, or other description of the proposed engagement.

A quotation should be reviewed carefully before acceptance. Depending on the engagement, it may identify:

1. The client or business for whom the work is proposed.
2. The description and scope of the services.
3. The deliverables or agreed outcomes, where applicable.
4. The fees and applicable payment arrangements.
5. Any taxes or other charges that may apply.
6. The anticipated schedule or estimated completion period.
7. The client's responsibilities and required cooperation.
8. Any express exclusions or limitations.
9. Any third-party products, subscriptions, or services that are included or excluded.
10. Any special cancellation, rescheduling, or refund terms.

A quotation may specify a validity period. If no validity period is stated, VisVa may need to reconfirm the price, availability, scope, or other commercial details before accepting the engagement.

If a client's requirements change after a quotation has been issued, the original quotation may need to be revised.

No client should assume that an item is included merely because it is related to the general subject matter of the proposed service. If an item is commercially or operationally important, it should be expressly identified in writing.

6. Formation and Confirmation of a Service Engagement

A service engagement is confirmed only when the parties have completed the applicable acceptance process.

Depending on the engagement, confirmation may require written approval of a quotation or proposal, execution of a service agreement, acceptance of specified terms, payment of an agreed initial amount, or completion of another expressly stated requirement.

The relevant quotation or written agreement should identify the conditions that must be satisfied before work begins.

VisVa is not obligated to commence work solely because an individual has submitted an enquiry, received an estimate, had a preliminary conversation, or expressed an intention to proceed.

Before work begins, the client should have a reasonable opportunity to review the scope, price, exclusions, payment schedule, and applicable cancellation provisions.

If the client does not understand a material term, the client should request clarification before accepting the engagement.

Where a separate written agreement establishes a specific commencement condition, that condition will apply subject to mandatory law.

7. Service Fees and Pricing

Fees are determined by the scope of the agreed engagement and the applicable quotation, proposal, invoice, or written agreement.

The price of one engagement should not be interpreted as establishing the price of another engagement, even if the services appear similar.

Unless expressly stated otherwise in writing, a quotation should not be assumed to include:

• Additional work outside the agreed scope.
• Third-party software or subscription charges.
• Equipment, printer parts, or consumables.
• Shipping, delivery, or installation charges.
• Additional services requested after approval.
• Taxes or duties that are legally payable in addition to the quoted amount.
• Expenses that were expressly identified as additional charges.
• Recurring charges that were not expressly included in the engagement.

Where applicable, the quotation or invoice should explain whether a price includes taxes and whether any additional charges may apply.

VisVa will not treat an unspecified optional service as automatically accepted merely because it might be useful to the client.

If a new requirement arises that materially changes the agreed scope or price, the parties should confirm the change in writing before the additional work begins, except where a different procedure is expressly agreed and lawful.

8. Payment Terms

Payment obligations are governed by the applicable quotation, invoice, or written agreement.

The relevant document may specify an advance payment, milestone payment, payment upon delivery of a deliverable, payment after completion, or another arrangement appropriate to the engagement.

Clients are responsible for reviewing the payment amount, currency, due date, payment method, and any stated conditions before making a payment.

If an invoice contains an apparent error or a charge that the client does not understand, the client should contact VisVa promptly and identify the relevant invoice item.

A client should retain appropriate evidence of payment, such as a transaction reference or payment confirmation, for future reconciliation.

Where a payment is processed by a third-party payment provider, the provider may apply its own terms, security checks, processing timelines, and dispute procedures. The specific rights and responsibilities of the parties depend on the provider and the applicable transaction.

VisVa will not represent that a payment has been received, settled, or refunded until the relevant transaction status can reasonably be confirmed.

9. Client Responsibilities

The client plays an important role in enabling the agreed services to be carried out effectively.

Unless the written agreement provides otherwise, the client is responsible for:

• Providing accurate and reasonably complete information about the requested work.
• Reviewing and approving the written scope before work begins.
• Identifying any important operational requirements or constraints.
• Providing necessary decisions, approvals, documents, or responses within a reasonable time.
• Ensuring that the client is authorized to request the services on behalf of the relevant business.
• Ensuring that information supplied to VisVa may lawfully be disclosed.
• Maintaining appropriate backups of relevant business information and configurations where applicable.
• Obtaining any third-party permissions, licences, subscriptions, or authorizations that are the client's responsibility.
• Reviewing deliverables and identifying material concerns within any review period specified in the agreement.
• Paying agreed fees in accordance with the applicable terms.

A delay caused by missing information, unavailable approvals, inaccurate details, or failure to fulfil an agreed responsibility may affect the schedule or scope of the engagement.

Where such a delay materially affects delivery, VisVa may discuss an adjusted schedule or another reasonable arrangement with the client.

VisVa will not automatically treat every client delay as a cancellation or as a basis for additional fees. Any change to the commercial terms must be supported by the applicable agreement, a written amendment, or another lawful basis.

10. Service Scheduling and Estimated Completion Times

Where a service requires a scheduled appointment, meeting, review, or delivery milestone, the relevant date and time should be confirmed through the agreed communication channel.

Any completion date or time estimate should be interpreted according to the terms under which it was provided.

An estimated schedule is not necessarily a guaranteed deadline. The schedule may depend on the complexity of the work, the timely provision of information, client approvals, the availability of third-party services, and other circumstances outside reasonable control.

Where a specific deadline is contractually binding, the applicable written agreement will govern, subject to mandatory law.

If VisVa becomes aware of a material scheduling issue, we will seek to communicate relevant information and discuss an appropriate next step.

A scheduling change should not be interpreted as an automatic right to additional services or an automatic forfeiture of a client's rights. Any remedy will depend on the agreement and applicable law.

11. Changes to the Agreed Scope

A client may request changes to the agreed service scope after an engagement has been confirmed.

Examples include adding a task, changing a deliverable, revising a requirement, changing the order of work, requesting an additional review, or extending the engagement.

A requested change may affect the price, timeline, required resources, or other terms.

Where the change is material, the parties should document it in writing before the additional or revised work begins.

VisVa may assess whether the requested change is feasible and whether it can be accommodated within the existing engagement.

VisVa is not required to provide work that falls outside the agreed scope without appropriate agreement. Equally, the client should not be charged for an additional service merely because VisVa has suggested it, unless the client has accepted the applicable charge or another lawful basis applies.

If the parties cannot agree on a proposed change, the existing scope will ordinarily remain the reference point for determining the obligations already accepted, subject to the terms of the agreement and applicable law.

12. Service Delivery and Review

The work performed by VisVa will be governed by the agreed scope, applicable service description, and written engagement terms.

Where the engagement includes a deliverable that can reasonably be reviewed, the client should examine it within any review period specified in the agreement.

If no review period is specified, the client should communicate any material concern within a reasonable time after receiving the deliverable.

A review request should identify the relevant deliverable, the specific concern, and the way in which the concern relates to the agreed scope.

Where an issue results from a failure to meet an express contractual requirement, VisVa will assess the issue and determine an appropriate response in accordance with the agreement and applicable law.

A request for a new feature, a change in preference, an additional deliverable, or work beyond the original scope may constitute a change request rather than a correction of a failure to meet the agreement.

Nothing in this Section limits any non-excludable statutory rights relating to services.

13. Limitations and Third-Party Dependencies

Some business service activities may depend on information, systems, software, equipment, subscriptions, or services supplied or controlled by third parties.

Examples may include printer manufacturers, software publishers, network providers, hosting companies, payment processors, or other independent service providers, where relevant to the engagement.

VisVa does not control the policies, availability, pricing, product changes, technical limitations, or decisions of an independent third party.

Unless expressly agreed in writing, VisVa does not guarantee that a third-party product or service will remain available, operate without interruption, remain compatible with all systems, or produce a particular outcome.

Where a third-party service is necessary for an engagement, the parties should clarify which party is responsible for obtaining access, maintaining the relevant subscription, paying third-party charges, and dealing with the third party.

Any manufacturer warranty, subscription, licence, or service entitlement remains subject to the terms of the relevant provider.

A third-party dependency does not automatically excuse a party from every contractual obligation. The effect of a third-party issue will depend on the circumstances, the agreed allocation of responsibility, and applicable law.

14. Cancellation by the Client

A client who wishes to cancel a proposed or confirmed service engagement should notify VisVa in writing using one of the published contact channels described below. Cancellation requests are accepted through the official business email or another officially listed contact method, as shown on the website and in the applicable quotation.

Email: support@visva.co
Subject: Service Cancellation Request

To help us identify the relevant matter, a cancellation request should include:

• The client's name or business name.
• The relevant quotation, order, invoice, or service reference.
• A short description of the service to be cancelled.
• The requested effective date of cancellation.
• A preferred contact method for confirmation.

A cancellation request will be assessed from the time it is received through a published contact method. Where applicable law or the service agreement provides that cancellation takes effect upon receipt, that rule will apply. VisVa will acknowledge receipt promptly and communicate any applicable consequences for work already performed, subject to the client's mandatory legal rights.

Any cancellation deadline applicable to a scheduled service must be clearly disclosed before the customer purchases or books that service. If no deadline has been disclosed, VisVa will not apply an undisclosed cancellation deadline.

The effect of a cancellation depends on the stage of the engagement, the written agreement, any applicable cancellation period, the work already performed, costs properly incurred, and mandatory legal rights.

When responding to a cancellation request, VisVa will seek to inform the client whether work has already started, whether any portion of the agreed work has been completed, and whether any permitted deduction or charge may apply to the amount paid. Where a refund or partial refund is available, the applicable amount and basis will be communicated in accordance with Sections 21–22 of this Policy.

Where work has not commenced, the cancellation may be simpler to administer. Where work has commenced, a deliverable has been produced, or a third-party cost has been incurred, additional considerations may apply.

We will assess each cancellation request in accordance with the applicable terms and law rather than assuming that every engagement has the same cancellation consequences.

15. Cancellation Before Work Begins

Where a client requests cancellation before any work has commenced, VisVa will review the applicable agreement and the status of any payments or costs.

If no non-refundable cost has been incurred, no work has been performed, and no other contractual or legal basis permits a charge to be retained, the client may be entitled to a refund of amounts paid for the cancelled service.

If the engagement expressly provides for a lawful cancellation charge, committed cost, or other payment obligation, the relevant term will be considered together with applicable law.

No cancellation charge will be treated as valid merely because it has been included in a general policy. It must be supported by an applicable contractual term or another lawful basis and must comply with mandatory legal requirements.

Where the client has paid an advance, the treatment of that payment will depend on the agreement, the work status, any applicable cancellation right, and any lawful deductions.

Any cancellation deadline that applies to a scheduled service — such as a minimum notice period — is disclosed to the client before the client purchases or books the service. VisVa does not apply a cancellation deadline that has not been disclosed in advance through the applicable quotation, booking process, or engagement documentation.

VisVa will explain the basis for the amount retained or refunded where a material question arises.

16. Cancellation After Work Has Commenced

Where work has commenced before a cancellation request is received, the financial consequences may differ from those applicable to a cancellation before commencement.

Depending on the engagement and applicable law, relevant factors may include:

• The portion of the agreed work already completed.
• Deliverables already provided to the client.
• Work in progress that has been performed specifically for the engagement.
• Costs properly incurred for the agreed purpose.
• Third-party charges that cannot reasonably be recovered.
• Contractual milestones already reached.
• Any applicable statutory cancellation or refund right.

Where the agreement lawfully permits payment for work already performed, the client may remain responsible for the relevant amount even if the engagement is cancelled before all work is completed.

However, the fact that work has commenced does not automatically eliminate every right to a refund. The client's rights depend on the agreement, the circumstances, and mandatory applicable law.

Any amount retained should be assessed in light of the relevant contractual basis, the work or cost concerned, and any legal restrictions on cancellation charges or deductions.

VisVa will not rely on this Section to retain money where doing so would violate an applicable legal requirement.

17. Cancellation of Part of a Service

A client may request cancellation of a particular component of an engagement while wishing to retain the remaining services.

Whether a partial cancellation is possible depends on whether the work can reasonably be separated, the effect on the remaining scope, and the terms of the engagement.

For example, a quotation may include multiple distinct deliverables, or it may provide a single integrated service in which the individual elements are interdependent.

If a partial cancellation is accepted, the parties should confirm in writing:

1. The component being cancelled.
2. The services that will continue.
3. Any revised deliverables or completion dates.
4. The revised price, if applicable.
5. The treatment of payments already made.
6. Any applicable refund, credit, or lawful deduction.

A partial cancellation does not automatically entitle the client to a proportional refund calculated solely by dividing the original price by the number of listed tasks. The appropriate calculation depends on the pricing structure, the work performed, any separately priced components, and applicable law.

18. Rescheduling Requests

A client who wishes to change a scheduled meeting, review, or agreed service date should contact VisVa as soon as reasonably practicable.

The request should identify the existing appointment or milestone and the preferred alternative date or time.

Rescheduling is subject to availability and any specific scheduling terms included in the engagement.

Where the change is reasonable and does not materially affect the engagement, the parties may agree to a revised schedule without changing the price.

Where a requested change materially affects resources, timing, or agreed deliverables, the parties may need to confirm revised terms in writing.

VisVa does not guarantee that every requested alternative date will be available.

A rescheduling request is distinct from a cancellation request. If the client no longer wishes to proceed, the client should expressly state that cancellation is being requested so that the matter can be assessed under the applicable cancellation provisions.

19. Cancellation by VisVa

In some circumstances, VisVa may need to decline, suspend, or discontinue a proposed or existing engagement.

Possible circumstances may include:

• The requested service falls outside the services VisVa has agreed or is able to provide.
• The client does not provide information or approvals necessary for the work.
• The client materially fails to comply with an agreed obligation.
• The engagement cannot reasonably proceed because of a material operational limitation.
• The requested activity would be unlawful or would require an authorization that is not available.
• A material third-party dependency prevents the agreed work from proceeding.
• Continuing the engagement would create a material legal, security, or operational concern.
• Another circumstance expressly identified in the applicable agreement permits termination.

Where reasonably practicable, VisVa will communicate the relevant issue and allow an opportunity to clarify or address it, unless immediate action is reasonably necessary or the agreement or applicable law provides otherwise.

If VisVa cancels an engagement, the financial consequences will be assessed under the agreement and applicable law.

Where VisVa has received payment for services that will not be provided and there is no lawful basis to retain the corresponding amount, an appropriate refund will be considered.

Where some services have already been provided, the parties may need to determine the amount attributable to completed work and any remaining unperformed work, subject to contractual and statutory requirements.

Nothing in this Section permits VisVa to cancel an engagement in a manner that unlawfully removes the client's rights or remedies.

20. Failure to Provide Required Information or Cooperation

Some engagements require information, approvals, documents, decisions, or other cooperation from the client.

If the client does not provide a required item, the work may be delayed or may be unable to proceed.

Where appropriate, VisVa may contact the client to request the missing information and explain how the delay affects the engagement.

If the matter remains unresolved, VisVa may propose a revised schedule, a revised scope, a temporary suspension, or another reasonable arrangement permitted by the agreement and applicable law.

Any additional fee, cancellation consequence, or change to the scope must have an appropriate contractual or legal basis. It should not be imposed merely because a delay has occurred.

If a client wishes to cancel because the service cannot proceed without information that the client is unable or unwilling to provide, the cancellation will be evaluated under the applicable terms.

21. Refund Policy: General Principles

Refund eligibility depends on the nature of the payment, the stage of the engagement, the applicable written terms, the work performed, the costs properly incurred, and mandatory legal requirements.

A refund may be appropriate where, for example:

• A payment was made in error and is confirmed to be refundable.
• A payment was duplicated.
• A service was cancelled before commencement and no lawful basis exists to retain the payment.
• VisVa has received payment for a portion of an engagement that will not be provided and the relevant amount is refundable.
• The parties agree in writing to a refund.
• A refund is required by applicable law.

These examples are illustrative and do not establish an unconditional entitlement in every circumstance.

A refund may be limited or unavailable where the relevant amount corresponds to services already performed, deliverables already supplied, or costs lawfully payable under the agreement, subject to applicable statutory rights.

A payment being described as an advance, deposit, booking payment, or initial payment does not, by itself, determine whether it is refundable. The treatment of the payment depends on the agreement and applicable law.

Similarly, a statement that a payment is non-refundable does not override a mandatory legal right to a refund.

VisVa will assess the relevant facts rather than treating all payments as automatically refundable or automatically non-refundable.

22. Refunds for Partially Completed Engagements

Where only part of a service engagement has been completed, a refund assessment may require the parties to distinguish between the completed portion and the portion that will not be provided.

Any deduction that VisVa may apply to a refund must be grounded in one or more of the following, and must be disclosed to the client:

• The express terms of the applicable written agreement or quotation accepted by the client.
• The value of work already performed and properly completed under the agreed scope.
• Deliverables already provided to the client.
• Lawful, disclosed costs properly incurred for the agreed purpose — for example, non-recoverable third-party charges that were identified in the applicable engagement documentation.
• Any other basis expressly provided in the agreement and permitted by applicable law.

VisVa does not apply automatic penalties, arbitrary deductions, or blanket non-refundable clauses. Where a deduction is applied, the client should be able to identify the contractual or factual basis for it.

If the original engagement contains separately priced components, those amounts may help determine the value of the cancelled component.

If the engagement was priced as a single integrated service, the calculation may require a reasonable assessment of the work performed and the contractual terms.

Any deduction must have an appropriate contractual or legal basis and must comply with applicable law. Statutory refund rights, and any mandatory obligations that apply to the specific transaction, are not reduced by this Policy.

VisVa will not assume that a refund must always be calculated as a simple percentage of the total price. Equally, the complexity of a calculation does not justify withholding an amount that is legally refundable.

Where a refund is approved, the amount and basis of the refund will be communicated to the client.

23. Digital Deliverables and Work Already Provided

Some business service engagements may involve the preparation or delivery of documents, reports, recommendations, configurations, plans, or other work products.

Where a deliverable has already been provided, the treatment of the corresponding payment will depend on the agreed scope, the nature of the deliverable, the contract, and applicable law.

The delivery of a digital or intangible item does not automatically remove every right to cancel or obtain a refund. Mandatory consumer or other statutory rights, where applicable, remain unaffected.

If the client believes that a deliverable does not conform to an express requirement in the agreed scope, the client should describe the issue in writing and identify the relevant requirement.

VisVa will assess whether the matter concerns a failure to meet the agreement, a request for additional work, a change in preference, or another issue.

Any correction, revision, additional deliverable, price adjustment, or refund will be handled under the applicable agreement and law.

24. Third-Party Charges and Subscriptions

An engagement may refer to third-party products, software, licences, subscriptions, or services.

Unless expressly stated in writing, such items are not automatically included in VisVa's fees.

Where a third-party subscription or licence is purchased directly by the client, its cancellation and refund terms are generally determined by the relevant provider's agreement and applicable law.

Where VisVa has expressly agreed to arrange or procure a third-party item on the client's behalf, the quotation or agreement should identify the relevant responsibilities, costs, and applicable terms.

Third-party charges may be subject to the provider's processing rules, renewal terms, cancellation restrictions, or refund procedures.

VisVa cannot guarantee that an independent provider will approve a refund or reverse a charge. However, any obligations VisVa has expressly accepted in relation to the transaction remain subject to the applicable agreement and law.

Subscription activation, renewal, account access, or ongoing subscription management should not be assumed to be part of a VisVa engagement unless expressly included in writing.

25. Duplicate, Incorrect, or Unrecognized Payments

If a client believes that a payment was duplicated, processed for an incorrect amount, or made in circumstances that require investigation, the client should contact VisVa promptly.

The communication should include the invoice reference, transaction date, amount, currency, and an appropriate payment reference.

Clients should not email complete payment card numbers, security codes, banking passwords, or other authentication credentials.

VisVa will review the available records and, where appropriate, seek clarification from the relevant payment provider.

If a duplicate or incorrect payment is confirmed and a refund is due, the matter will be handled in accordance with the payment method, applicable processing requirements, and applicable law.

If a transaction was processed by an independent payment provider, the time required to investigate or reverse the transaction may depend partly on that provider.

An unrecognized payment should not automatically be assumed to be fraudulent or valid. The circumstances must be reviewed before a conclusion is reached.

26. Refund Request Procedure

To request a refund, contact:

Email: support@visva.co
Subject: Refund Request

Please include:

• Your name or business name.
• The relevant quotation or invoice number, if available.
• The date and amount of the payment.
• The service or engagement concerned.
• The reason for the refund request.
• Any relevant cancellation notice or supporting correspondence.

Please do not include unnecessary sensitive financial information.

After receiving a request, VisVa may review the relevant quotation, agreement, invoice, payment record, work status, and correspondence.

We may ask for additional information if necessary to identify the transaction or understand the basis of the request.

We will assess the request under the applicable agreement, this Policy, and mandatory law.

Where a refund is approved, we will communicate the approved amount and, where appropriate, the basis for the calculation.

Where a refund is declined in whole or in part, we will explain the reason to the extent reasonably practicable and legally required.

The submission of a refund request does not, by itself, establish that a refund is due. It also does not eliminate any statutory right that may apply.

27. Refund Processing Time

Where a refund is approved, VisVa will initiate the refund within 7 business days of approval, unless a shorter period is required by applicable law or the applicable payment arrangement.

"Initiate" means that VisVa submits the refund to the applicable payment provider or banking channel. VisVa does not control the internal processing speed of an independent bank, card issuer, or payment provider.

The time required for the funds to appear in the client's account may depend on the payment provider, bank, card issuer, payment method, currency, and transaction-processing procedures. In many cases the funds appear within a few business days of initiation, but the exact time is determined by the relevant financial institution.

A distinction should be drawn between:

• The date on which the refund is approved (when the assessment is complete).
• The date on which the refund is initiated by VisVa.
• The date on which the receiving institution makes the funds available to the client.

VisVa cannot guarantee the processing speed of an independent bank or payment provider. However, VisVa will not use third-party processing timelines to avoid an obligation to initiate a refund within a legally required period.

Where a shorter refund period is required by applicable law for the transaction in question, that shorter period prevails over the 7-business-day initiation window described in this Section. Similarly, where applicable law requires a refund to be provided rather than merely initiated within a specific period, that legal requirement is not modified by this Policy.

Where reasonably practicable, the client will be provided with a transaction reference or confirmation associated with the refund.

If a refund has been initiated but has not appeared within the timeframe indicated by the relevant payment provider, the client should contact VisVa with the original payment and refund references so that the matter can be reviewed.

Nothing in this Section is intended to impose a refund obligation where no refund is due under the applicable agreement or applicable law. This Section describes the processing period for refunds that have been approved following a review under Sections 21–26 of this Policy.

28. Payment Disputes and Chargebacks

If a client disputes a payment, the client is encouraged to contact VisVa first where doing so is reasonable and does not interfere with a legal right or payment-provider deadline.

A written explanation of the disputed charge may allow the parties to identify an error, clarify the invoice, confirm the agreed scope, or determine whether an adjustment is appropriate.

Clients retain any rights they may have under applicable law, their payment method, or the relevant payment provider's rules.

VisVa may retain relevant transaction records, invoices, correspondence, scope approvals, and service documentation to investigate a payment dispute or respond to a payment provider's inquiry.

The existence of a payment dispute does not, by itself, determine whether the underlying service was properly provided or whether a refund is due.

All payment disputes will be assessed in accordance with the relevant agreement, payment rules, and applicable law.

29. Complaints About Service Delivery

A client who is dissatisfied with an aspect of a service should contact VisVa in writing and explain the issue.

Where possible, the complaint should identify the relevant service, quotation or invoice, deliverable, date, and express requirement that the client believes has not been met.

This information helps distinguish between a technical or administrative error, a delay, a misunderstanding about scope, a request for additional work, and a matter requiring a different response.

VisVa will review the complaint and determine an appropriate next step in accordance with the agreement and applicable law.

Depending on the circumstances, the response may involve clarification, a request for additional information, correction of an identified issue, discussion of a revised scope, a commercial adjustment, or another appropriate resolution.

No provision in this Section prevents a client from exercising a non-excludable legal right or seeking a remedy through a competent authority or court where permitted by law.

30. Force Majeure and Unforeseeable Disruptions

Certain events beyond a party's reasonable control may affect the performance or timing of an engagement.

Depending on the circumstances, such events may include major network or infrastructure failures, widespread service interruptions, natural disasters, government restrictions, emergencies, or interruptions affecting a necessary third-party provider.

The effect of such an event depends on the agreement and applicable law.

Where an event materially affects an engagement, the parties should communicate in good faith about the expected impact and any reasonable alternatives.

An event outside a party's control does not automatically eliminate every contractual obligation or entitle either party to retain every payment. The appropriate consequences depend on the circumstances, the relevant agreement, and applicable law.

Where a service cannot be provided and a refund or other remedy is required by law or contract, that obligation remains applicable.

31. No Automatic Guarantee of Particular Results

The outcome of a business printer management engagement may depend on the scope of the agreed work, the information supplied by the client, third-party products and systems, the client's environment, and other relevant circumstances.

Unless expressly stated in a written agreement, VisVa does not guarantee a particular business outcome, cost reduction, operational improvement, compatibility result, resolution time, or third-party performance.

Any stated objective, estimate, recommendation, or anticipated outcome should be interpreted according to the terms under which it was provided.

This Section does not permit VisVa to avoid responsibility for an express contractual commitment or a legal obligation that applies to the engagement.

32. No Automatic Renewal or Recurring Service Assumption

A one-time service engagement should not be interpreted as establishing an ongoing subscription or recurring service arrangement unless the relevant terms expressly provide for one.

Similarly, a recurring arrangement should identify the applicable fee, billing frequency, duration, renewal conditions, cancellation process, and other material terms.

If an engagement includes automatic renewal or recurring payment terms, those terms should be clearly disclosed and accepted in accordance with applicable law.

Clients should not assume that a third-party subscription will be cancelled merely because a related VisVa service engagement has ended. The relevant subscription may be administered separately by the third-party provider.

Where VisVa has expressly agreed to assist with a cancellation or renewal process, the extent of that responsibility will be determined by the written agreement.

33. Taxes, Currency, and Payment Adjustments

The currency, tax treatment, and applicable charges for an engagement should be identified in the quotation, invoice, or written agreement where relevant.

Depending on the transaction and applicable law, additional taxes or mandatory charges may apply.

Where a refund is due, the amount may need to account for the original transaction, any properly refundable tax, any lawful deduction, and any payment-provider adjustment required by law or the agreed terms.

VisVa will assess such matters in accordance with the relevant transaction documents and applicable law.

Exchange-rate differences, bank fees, or payment-provider charges may affect the final amount received by a client in certain cross-border transactions. Responsibility for those costs will depend on the agreed terms, the provider's rules, and applicable law.

No charge or deduction will be treated as valid solely because it is technically possible to apply it.

34. Records Relating to Cancellations and Refunds

VisVa may retain records relating to cancellation and refund requests where reasonably necessary to administer the relevant matter, maintain accounting records, investigate a dispute, demonstrate compliance, or meet a legal obligation.

Such records may include the original quotation, invoice, cancellation notice, relevant correspondence, payment status, work completed, refund decision, and transaction reference.

The information will be handled in accordance with our Privacy Policy and applicable law.

Retention of a record does not mean that the underlying cancellation or refund request has been accepted or rejected. The outcome will depend on the actual assessment of the matter.

35. Non-Waiver of Statutory Rights

This Policy is intended to explain the general administrative and contractual principles applicable to VisVa service engagements.

It is not intended to exclude or limit any mandatory rights provided by consumer protection, privacy, electronic commerce, contract, payment, or other applicable law.

Where a mandatory legal requirement provides a right to cancel, obtain a refund, receive a remedy, challenge a charge, or obtain other relief, that right remains unaffected to the extent it applies.

A contractual term or general policy statement will not be interpreted as overriding a legal requirement that cannot lawfully be excluded.

The application of any particular statutory right depends on the relevant jurisdiction, the type of transaction, the status of the parties, and the facts of the engagement.

36. Governing Terms and Related Documents

This Policy should be read together with the applicable service quotation, proposal, statement of work, invoice, service agreement, and the following website documents:

• Terms and Conditions: https://visva.co/terms-and-conditions/
• Privacy Policy: https://visva.co/privacy-policy/
• Disclaimer: https://visva.co/disclaimer/
• Cookie Policy: https://visva.co/cookie-policy/

The relevant written engagement governs the specific service scope, price, payment arrangements, and any expressly agreed service-specific terms, subject to applicable law.

Where this Policy and an engagement-specific document address the same issue differently, the documents should be read together and interpreted in accordance with their express terms and the applicable legal framework.

No provision should be interpreted as excluding a statutory right or remedy that cannot lawfully be excluded.

37. Changes to This Policy

VisVa may update this Policy from time to time to reflect changes in the services offered, business operations, administrative procedures, payment arrangements, or applicable legal requirements.

When an update is made, the "Last Updated" date at the beginning of this document will be revised.

Where an update materially affects an existing engagement, the applicable contract and mandatory law will determine whether additional notice, consent, or agreement is required.

A change to this general Policy will not automatically amend a separate written agreement where the applicable law or agreement requires the parties to agree to that amendment.

Clients are encouraged to retain copies of the service documents applicable to their engagement.

38. Contact and Cancellation Requests

For questions about a service, requests to change an engagement, cancellation notices, refund requests, or complaints about service delivery, contact:

Visva Business Solutions (OPC) Private Limited
Operating Name: VisVa
Website: https://visva.co/
Email: support@visva.co
Telephone: +1 (888) 973-3308
Business Address: Industrial Shed No. F-135, Phase 8-B, Industrial Area, Mohali, Punjab 140308, India.

For administrative clarity, please use a suitable email subject:

• Service Enquiry
• Scope or Quotation Clarification
• Rescheduling Request
• Service Cancellation Request
• Refund Request
• Service Complaint

Please provide sufficient information to identify the relevant engagement, but do not include unnecessary sensitive personal or financial information.

We will review the communication and respond in accordance with the applicable agreement, our operational procedures, and the law governing the relevant matter.