REFUND AND CANCELLATION POLICY

Biswas Enterprise > REFUND AND CANCELLATION POLICY

REFUND, CANCELLATION & DELIVERY POLICY

Biswas Enterprise - UK Operation and India Operation

Effective Date: 15 May 2026 | Last Updated: 15 May 2026

  1. Introduction and Scope

    This Refund, Cancellation & Delivery Policy explains how refund requests, cancellation requests, service delivery issues, and refund processing are handled for services provided under the brand name Biswas Enterprise through https://www.biswasenterprise.co and related communication, quotation, billing, and support channels.

    Biswas Enterprise operates through separate country-based business structures. UK-related operations are handled by BISWAS ENTERPRISE LTD. India-related operations, support, billing, fulfilment, and customer service may be handled by FMT INFOTECH PVT LTD. The applicable entity depends on the invoice, payment receipt, quotation, service agreement, customer location, payment gateway, and the entity that accepted or processed the order.

    This policy is primarily intended for custom software development, IT services, digital services, technology support, project-based development work, online services, and related non-physical service delivery.

    Physical product return provisions apply only where a physical product is expressly sold or delivered.

  2. Entity Structure and Applicability

    Operation Legal Entity Applicability
    UK Operation BISWAS ENTERPRISE LTD
    Company Number: 16030251
    Registered Address: Tallis House, 2 Tallis Street, London EC4Y 0AB, United Kingdom
    Support: support@biswasenterprise.co     		Applies where the quotation, invoice, payment receipt, service agreement, or payment gateway transaction is issued or processed by BISWAS ENTERPRISE LTD.
    India Operation FMT INFOTECH PVT LTD
    CIN: U93090WB2017PTC222351
    PAN: AADCF1782G
    GSTIN: 19AADCF1782G1ZK | IEC: AADCF1782G
    Registered/Operating Address: 2/5 Chittaranjan Colony Road, Kolkata - 700092, West Bengal, India
    Customer Care: subhajit@fmtserv.com | +91-9804128112     		Applies where the quotation, invoice, payment receipt, service agreement, or payment gateway transaction is issued or processed by FMT INFOTECH PVT LTD.

    No automatic joint liability: Each entity is responsible only for the orders, invoices, payments, services, representations, refunds, or obligations undertaken by that specific entity, unless expressly agreed in writing or required by applicable law.

  3. General Refund Principles Applicable to Both Operations

    • Refunds are not automatic. Every refund request is reviewed based on the service ordered, stage of work completed, customer communication, project documentation, deliverables shared, and evidence provided by the customer.
    • Refunds may be considered where the paid service has not been started, has not been delivered, is materially incomplete, or does not substantially match the agreed written scope of work.
    • For custom software development, website development, digital products, consulting, creative work, technical work, or project-based services, refunds may be partial or rejected if work has already commenced, resources have been allocated, third-party costs have been incurred, or deliverables have already been shared.
    • Approved refunds are normally processed through the original payment method wherever technically and legally possible. Where the original method is unavailable, the relevant entity may request additional information for alternate compliant refund processing.
    • Any bank charges, payment gateway charges, currency conversion charges, taxes, government deductions, or third-party charges may be deducted from the refundable amount where permitted by applicable law and payment gateway rules.
    • Customers must raise refund or cancellation requests through the official customer care email of the applicable entity listed in this policy.

  4. UK Operation - BISWAS ENTERPRISE LTD

    1. Company and Customer Care Details

      Company NameBISWAS ENTERPRISE LTD
      Company Number16030251
      Registered AddressTallis House, 2 Tallis Street, London EC4Y 0AB, United Kingdom
      Customer Care Emailsupport@biswasenterprise.co
      Applicable Websitehttps://www.biswasenterprise.co

    2. Returns and Refund Eligibility for UK Operation

      BISWAS ENTERPRISE LTD accepts refund requests where the services are incomplete, not provided, materially delayed without reasonable cause, or fail to substantially meet the agreed written scope of work.

      • For service-based orders, there may be no physical return process. The relevant issue will be assessed based on project records, customer communications, deliverables, milestones, and proof of payment.
      • Customers may request corrective, remedial, or additional service work before a refund is considered, where such remedy is commercially reasonable and linked to the original scope of work.
      • Where a service has been partly performed, BISWAS ENTERPRISE LTD may approve a partial refund after deducting the value of completed work, third-party costs, licensing costs, gateway charges, administrative costs, and any non-refundable expenses already incurred.

    3. UK Refund Assessment Process

      1. The customer must email support@biswasenterprise.co with the order details, invoice/payment reference, service description, reason for refund request, and supporting evidence.

      2. BISWAS ENTERPRISE LTD will review the request internally and may request additional documents, screenshots, project communications, or clarification.

      3. Each case will be assessed individually based on fairness, the agreed service scope, work already completed, delivery status, and applicable UK consumer and data protection requirements.

      4. The customer will be notified by email once the refund request is approved, rejected, or marked for remedial service action.

    4. UK Refund Processing Timeframe

      For approved refunds under the UK Operation, the refund will be initiated within 45 to 90 days after completion of the assessment process, unless a shorter period is required by applicable law, card network rules, or the payment gateway. The time taken for the amount to appear in the customer account may vary depending on the issuing bank, payment gateway, card network, and payment method.

    5. UK Cancellation Policy

      • Cancellation requests should be made as soon as possible after placing the order or approving the service quotation.
      • Cancellation may not be accepted once project work has started, resources have been allocated, vendors or third-party tools have been engaged, or service delivery has commenced.
      • Where cancellation is approved after partial work has been completed, BISWAS ENTERPRISE LTD may deduct the value of work completed and non-refundable third-party costs before issuing any refund.

    6. UK Delivery / Service Fulfilment Policy

      • BISWAS ENTERPRISE LTD delivers services digitally through email, online platforms, shared drives, project management tools, dashboards, deployment environments, consultation calls, or other mutually agreed digital channels.
      • Unless otherwise specified in a quotation, proposal, service order, or project agreement, service delivery may take between 1 and 15 days for standard deliverables. Custom software or project-based work may require longer timelines depending on the agreed scope and milestones.
      • Delivery is considered complete when the service, access, deliverable, report, software build, consultation, deployment, digital file, or project output is made available to the customer through the agreed channel.
      • Delivery charges are not separately charged unless expressly mentioned in the quotation, invoice, proposal, or service agreement.
      • Cash on delivery is not available for UK Operation transactions.

  5. India Operation - FMT INFOTECH PVT LTD

    1. Company and Customer Care Details

      Company NameFMT INFOTECH PVT LTD
      CINU93090WB2017PTC222351
      PANAADCF1782G
      GSTIN19AADCF1782G1ZK
      IECAADCF1782G
      Registered/Operating Address2/5 Chittaranjan Colony Road, Kolkata - 700092, West Bengal, India
      Customer Care Emailsubhajit@fmtserv.com
      Customer Care Contact Number+91-9804128112
      Applicable Websitehttps://www.biswasenterprise.co

    2. India Cancellation Policy

      FMT INFOTECH PVT LTD believes in helping its customers as far as possible and follows a reasonable cancellation and refund policy for India Operation transactions.

      • Cancellations will be considered only if the request is made immediately after placing the order or approving the service. However, the cancellation request may not be entertained if the order has already been communicated to vendors, merchants, internal teams, developers, consultants, or fulfilment resources, or if service delivery/work has already started.
      • For custom software development, IT services, digital services, consulting services, online services, or project-based work, cancellation may be rejected or converted into a partial refund assessment if development, consultation, configuration, design, planning, procurement, deployment, or any operational work has already commenced.
      • Cancellation requests must be sent to subhajit@fmtserv.com with customer name, order/payment reference, registered email/mobile number, reason for cancellation, and supporting documents if any.

    3. India Refund Eligibility

      • In case of receipt of damaged or defective physical items, where physical products are expressly sold, the customer must report the issue to the Customer Service team within 15 days of receipt of the products.
      • If the product or service received is not as shown on the website, not as described in the written scope, or not as per reasonable expectations based on the agreed service order, the customer must bring it to the notice of Customer Service within 15 days of receiving the product/service or deliverable.
      • The Customer Service team will review the complaint and take an appropriate decision after checking the facts, payment records, delivery records, service scope, vendor/merchant confirmation, and available evidence.
      • For products that come with a manufacturer warranty, customers should refer warranty-related issues to the manufacturer or authorised service provider, unless the issue directly relates to a service provided by FMT INFOTECH PVT LTD.
      • FMT INFOTECH PVT LTD does not accept cancellation requests for perishable items like flowers, eatables, and similar goods, if any such goods are ever sold. However, refund or replacement may be considered if the customer establishes that the quality of the product delivered is not good.

    4. India Refund Processing Timeframe

      In case any refund is approved by FMT INFOTECH PVT LTD, it will normally take 6 to 8 working days for the refund to be processed to the end customer after approval. The actual credit timeline may depend on the customer bank, payment gateway, card network, UPI system, wallet provider, or other payment intermediary.

    5. India Delivery / Service Fulfilment Policy

      • FMT INFOTECH PVT LTD delivers services digitally through email, online platforms, project management tools, dashboards, cloud links, deployment environments, technical support channels, consultation calls, or any other mutually agreed digital medium.
      • Unless otherwise specified in the quotation, invoice, proposal, or service agreement, standard services may be delivered within 1 to 15 days. Custom projects, software development, integration work, technical builds, or milestone-based services may require longer timelines as mutually agreed.
      • Delivery is considered complete once the service, access, deliverable, consultation, software build, file, report, support response, deployment, or project output is made available to the customer through the agreed communication channel.
      • Delivery charges are free unless expressly stated in the quotation, invoice, proposal, checkout page, or service agreement.
      • Cash on delivery is not available for India Operation transactions. Accepted payment methods may include online payment, bank transfer, UPI, card payment, payment gateway link, or any other method made available by FMT INFOTECH PVT LTD.

  6. Non-Refundable Items and Costs

    The following may be non-refundable, either fully or partly, depending on the transaction and applicable law:

    • Completed services or completed milestones.
    • Custom software, source code, designs, configurations, reports, or digital deliverables already created or shared.
    • Consultation, strategy, planning, diagnosis, technical support, or professional time already provided.
    • Third-party costs including hosting, domains, licenses, APIs, plugins, paid tools, cloud charges, advertising spend, vendor charges, payment gateway charges, bank charges, taxes, and government fees.
    • Any work performed outside the original scope at the customer's request.
    • Any service delay caused by incomplete information, delayed approvals, non-cooperation, incorrect requirements, or delayed content/document submission from the customer.

  7. How to Raise a Refund, Cancellation or Delivery Complaint

    Customers should contact the correct customer care channel based on the entity that issued the invoice/payment receipt:

    Operation Email Phone / Address
    UK Operation - BISWAS ENTERPRISE LTD support@biswasenterprise.co Tallis House, 2 Tallis Street, London EC4Y 0AB, United Kingdom
    India Operation - FMT INFOTECH PVT LTD subhajit@fmtserv.com +91-9804128112 | 2/5 Chittaranjan Colony Road, Kolkata - 700092, West Bengal, India

    The customer should include the order ID, invoice number, payment reference, registered email/mobile number, service description, reason for request, screenshots or documents, and any other supporting evidence.

  8. Data Protection and Payment Security

    • Personal data collected for refund, cancellation, delivery, support, payment verification, and dispute resolution will be processed only for legitimate business, legal, accounting, compliance, and customer service purposes.
    • For UK Operation transactions, data handling is intended to comply with the UK GDPR and Data Protection Act 2018, as applicable.
    • For India Operation transactions, data handling will be subject to applicable Indian laws, payment gateway rules, accounting requirements, and reasonable data security practices.
    • The website does not store sensitive card details such as full credit card numbers, debit card numbers, CVV, UPI PIN, or online banking passwords. Payment details are processed by authorised payment gateways, banks, card networks, UPI providers, or payment processors.

  9. Disputes and Jurisdiction

    • For disputes arising from transactions, invoices, or services issued by BISWAS ENTERPRISE LTD, the governing law and jurisdiction shall be England and Wales, unless otherwise required by applicable law or expressly agreed in writing.
    • For disputes arising from transactions, invoices, or services issued by FMT INFOTECH PVT LTD, the governing law shall be the laws of India and the courts at Kolkata, West Bengal shall have exclusive jurisdiction, unless otherwise required by applicable law or expressly agreed in writing.
    • Customers are encouraged to first contact the applicable customer care email so the concern can be reviewed and resolved through internal support before escalation.

  10. Policy Updates

    BISWAS ENTERPRISE LTD and FMT INFOTECH PVT LTD may update this policy from time to time to reflect operational changes, legal requirements, payment gateway requirements, service changes, or compliance requirements. The updated version will be published on the website and will apply from the date of publication unless otherwise stated.

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