Customer Service Policy – Duxbe

This Customer Service Policy ( "Policy") outlines the post-sales support, service obligations, and refund terms related to the use of Duxbe, a product of Hancod Digital Private Limited (Company, we, us, or our). It applies to all customers of Duxbe, including those using our standard SaaS subscription and white-labeled versions. By purchasing or subscribing to Duxbe, you (Customer or Client) agree to this Policy in full.

1. Support & Service Scope

1.1 SaaS Users (Standard Duxbe Platform)

We provide customer support only to paid, active subscribers. Support is available during business hours (Monday to Friday, 9:00 AM – 6:00 PM IST), and includes:

• Access to product documentation, guides, and tutorials
• Email and chat support for troubleshooting product-related issues
• Onboarding guidance during the initial setup
• Assistance with general usage and features

Note:

• Free plan users and trial accounts may have limited or no access to live support.
• Support does not include custom development, integration with third-party tools, or training beyond the standard scope unless covered by your subscription plan.

1.2 White Label Partners

Duxbe is available as a white-labeled solution for resellers and partners. These licenses are non-refundable once provisioned and activated, due to the nature of IP, deployment, and customization involved.

Support for white-labeled versions will be governed by the reseller agreement or licensing contract, and may differ in scope based on the tier and plan selected.

2. Refund & Cancellation Policy

2.1 Standard SaaS Subscriptions

We offer a 30-day satisfaction guarantee for all new standard (non-white-label) SaaS subscriptions. If unsatisfied, you may request a refund within 30 days of the initial payment.

Approved refunds will be processed within 5–7 business days, credited back to the original mode of payment.

Refunds are not applicable:

• Beyond the 30-day window
• For accounts suspended or terminated due to policy violations
• Where usage breaches our Acceptable Use Policy
• If the subscription was part of a discounted bulk or enterprise deal unless explicitly agreed

2.2 White Label Licenses

All white label purchases are final and non-refundable. Due to customization, resource allocation, and brand isolation, no refunds will be processed once the license setup begins or access is granted.

3. Delivery Disclaimer

For standard Duxbe users, we maintain platform uptime in line with SaaS industry norms, but do not guarantee uninterrupted availability due to maintenance or unforeseen issues.

For white label deployments, timelines depend on client readiness, approvals, and fulfillment of contractual milestones.

4. Limitation of Liability

To the fullest extent allowed by law:

• Duxbe and Hancod shall not be liable for indirect, incidental, or consequential damages including but not limited to loss of revenue, data, or business opportunity.
• Our total liability for any claim shall not exceed the fees paid by you in the preceding 90 days for the affected product or service.

5. Dispute Resolution

Disputes must first be reported in writing to support@duxbe.com. If unresolved within 30 business days, both parties agree to resolve the matter via binding arbitration under the Indian Arbitration and Conciliation Act, 1996.

• Venue: Malappuram, Kerala, India
• Language: English
• Costs: Each party bears its own legal costs unless otherwise determined

6. Governing Law

This Policy shall be governed and interpreted under the laws of the Republic of India, with exclusive jurisdiction in the courts of Malappuram, Kerala.

7. Policy Updates

We reserve the right to amend this Policy at any time. Updated versions will be posted on our official website. Continued use of Duxbe after changes signifies acceptance.

8. Contact

Duxbe (by Hancod Digital Pvt. Ltd.)
📍 1st Floor, Sahara Center Complex, opposite Polytech Quarters,
Pallippuram, Perinthalmanna, Angadipuram, Kerala – 679321, India
📧 support@duxbe.com
📞 +91 9037879750