Refund Policy | INT Enterprises BPO & Outsourcing Services

SCOPE OF THIS POLICY

Understanding What This Refund Policy Covers

This Refund Policy explains the circumstances in which it may apply to services provided by INT Enterprises and how separately agreed contractual terms are treated.

Refund Policy General policy framework

Policy Scope

Signed Agreement Specific terms apply

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Contractual Terms Take precedence

When This Policy Applies

This Refund Policy applies to services provided by INT Enterprises where a refund arrangement has not been separately defined in a signed agreement, proposal, quotation or statement of work.

Separate Contractual Terms

Where a signed client agreement contains specific refund or cancellation terms, those contractual terms will take precedence over this general Refund Policy.

Contractual Terms Take Priority

The applicable signed agreement should therefore be reviewed where specific refund or cancellation arrangements have already been agreed between the parties.

Check Your Agreement

If specific refund or cancellation terms are included in a signed client agreement, proposal, quotation or statement of work, those terms should be reviewed first.

SERVICE FEES

Understanding the Costs Behind Service Delivery

BPO and outsourcing services may involve various operational costs incurred before and during service delivery. Understanding these costs helps provide clarity around applicable fees and refund eligibility.

Service Costs BPO & Outsourcing

Service Delivery Costs Operational

Staffing

Management

Technology

Operations

Pre-Service Costs May be non-refundable

Service Delivery Costs may already be incurred

Costs May Be Incurred Before Delivery

Some operational expenses may be committed before services begin or while services are being delivered. These costs can form part of the applicable service fees.

Recruitment & Staffing

Costs associated with identifying, recruiting, allocating and preparing suitable personnel.

Training & Onboarding

Resources required to train, onboard and prepare team members for the agreed service requirements.

Technology & Infrastructure

Technology, systems, equipment and infrastructure used to support service delivery.

Management & Administration

Management, coordination, administrative support and other operational resources required for delivery.

Refund Eligibility May Vary

Because certain costs may already have been incurred before or during service delivery, applicable fees may not always be refundable.

CANCELLATION BEFORE SERVICE COMMENCEMENT

What Happens When You Cancel Before Work Begins?

If a client cancels a service before work begins, INT Enterprises may review the request based on payments received, work completed, resources allocated and the terms agreed for the engagement.

Cancellation Review Before service commencement

Cancellation Request Client submits request

Review Costs & terms assessed

Decision Refund eligibility determined

Case-by-Case Assessment Unless a specific refund arrangement applies.

Payment Review Amount already paid

Terms Checked Contract or quotation

Cancellation Requests Are Reviewed Individually

Before determining whether any refund may be available, INT Enterprises may consider the circumstances of the cancellation and the costs or commitments already incurred.

Amount Already Paid

Any payment already received may be considered when reviewing the cancellation request.

Work Already Completed

Work completed before cancellation may be taken into account as part of the assessment.

Recruitment & Onboarding Costs

Recruitment, onboarding or preparation costs already incurred may be considered.

Resources Already Allocated

Staff, infrastructure, technology or other resources allocated to the engagement may be reviewed.

Third-Party Costs

Costs charged or committed by third-party providers may be considered where applicable.

Quotation or Contract Terms

Any specific cancellation or refund terms agreed in the applicable quotation or contract will be considered.

Refunds Are Determined Case by Case

Any eligible refund will be determined on a case-by-case basis unless a specific refund arrangement has already been agreed.

CANCELLATION AFTER SERVICES BEGIN

When Services Have Already Started

Once services have commenced, costs relating to services already delivered and resources already committed may generally not be refundable.

Ongoing Service Service delivery has commenced

Service Status IN PROGRESS

Staffing Already allocated

Committed

Training Already completed

Incurred

Service Delivery Work already provided

Delivered

Service Agreement Applies Notice & cancellation conditions

Fees Already Incurred Generally not refundable

Notice Period As agreed in the contract

Costs Already Committed May Not Be Refundable

Once service delivery begins, certain resources and operational costs may already have been committed or incurred. These may generally not be refundable.

Services Already Delivered

Fees relating to services that have already been delivered may generally not be refundable.

Staffing & Resource Allocation

Costs associated with staff and resources already allocated to the engagement may not be refundable.

Onboarding & Training

Onboarding, training and preparation costs already incurred may generally not be refundable.

Ongoing Service Commitments

Costs incurred during ongoing service delivery may be considered when reviewing cancellation.

Terminating an Ongoing Service

If a client wishes to terminate an ongoing service, the applicable notice period and cancellation conditions set out in the service agreement will apply.

Contract Terms Take Priority

The applicable service agreement should be reviewed for the specific notice period and cancellation conditions.

UNSATISFACTORY OR FAILED SERVICES

When a Service Does Not Meet Agreed Expectations

If you believe that our service has not been delivered according to the agreed scope, please contact us as soon as possible so that we can review the matter appropriately.

Service Review Issue assessment process

Contact Us Report your concern

Review Assess agreed requirements

Resolution Determine appropriate action

Fair & Documented Review Scope, delivery and contractual terms considered

Service Assessment UNDER REVIEW

Scope Reviewed Agreed requirements

Resolution Corrective action where appropriate

We Will Review the Matter Carefully

When a concern is raised about service delivery, INT Enterprises may review the circumstances against the agreed requirements and available supporting information.

Agreed Scope of Work

We may compare the delivered service with the scope and requirements agreed between the parties.

Service-Level Requirements

Applicable service-level requirements may be considered when assessing the concern.

Work Completed

The work already completed may be reviewed as part of the overall assessment.

Supporting Documentation

Relevant documents and other supporting information may be considered where available.

Communication Between the Parties

Relevant communication relating to the service and the issue may also be considered.

Contractual Terms

Applicable terms contained in the service agreement may guide the review and resolution.

Possible Corrective Resolution

Where appropriate, we may offer a corrective solution, service adjustment or other resolution based on the circumstances.

Dissatisfaction Does Not Automatically Guarantee a Refund

A refund is not automatically guaranteed simply because a client is dissatisfied with a service. Any refund consideration will depend on the applicable circumstances and terms.

NON-REFUNDABLE COSTS

Costs That May Already Be Committed

Unless otherwise agreed in writing, certain costs may become non-refundable once they have already been incurred specifically for the delivery of your services.

Committed Costs Already incurred

Refund Status May Be Non-Refundable

Service-related costs Incurred

Recruitment

Training

Technology

Completed Work

Costs Incurred Already committed

Client-Specific Costs may apply

Some expenses are committed specifically to support recruitment, onboarding, staffing and service delivery. Once these costs have been incurred, they may not be recoverable.

Recruitment Expenses

Costs associated with sourcing, screening and recruiting personnel specifically for the client.

Employee Onboarding Costs

Expenses related to preparing and onboarding employees for a specific engagement.

Training Costs

Training and preparation expenses already incurred for service delivery.

Third-Party Charges

Charges paid to external providers or platforms on behalf of the client engagement.

Technology or Platform Costs

Technology, software, platform or infrastructure costs incurred for the service.

Completed Service Hours

Fees relating to service hours already delivered may not be refundable.

Administrative Expenses

Administrative and operational costs incurred specifically for the engagement.

Custom Work Already Completed

Custom work, setup or deliverables already completed for the client.

Other Client-Specific Costs

Other reasonable costs incurred specifically for the client's service requirements.

Refund Eligibility Depends on the Circumstances

The treatment of any cost will depend on the applicable agreement, the amount already incurred and the specific circumstances of the cancellation or refund request.

DUPLICATE OR INCORRECT PAYMENTS

Payment Issues Can Be Reviewed & Resolved

If you have accidentally made a duplicate, incorrect or excess payment, please contact our team with the relevant payment details. After verification, eligible overpayments may be refunded using the appropriate payment method.

We understand that payment errors can happen. Our team can review the payment information and determine whether an overpayment is eligible for a refund.

Duplicate Payment

The same payment has accidentally been made more than once.

Incorrect Payment

A payment has been submitted with an incorrect amount or payment detail.

Excess Payment

More than the required amount has been paid toward the applicable service or invoice.

What You Should Do

Contact our team with the relevant payment details so we can verify the transaction and assess refund eligibility.

Payment Review Transaction verification

Payment Status

Under Review

Payment Details Submitted for review

Verification Transaction is checked

Eligible Refund Processed where applicable

Verified Payment checked

Overpayment May be refundable

Refunds Are Subject to Verification

An eligible overpayment may be refunded using the appropriate payment method after the payment has been verified. Please provide accurate transaction details when contacting our team.

REFUND REQUEST PROCESS

Request a Refund With the Right Details

To help us review your refund request efficiently, please contact our team and provide the relevant information about your payment and service.

Refund Request Send your request

CONTACT OUR TEAM info@intenterprises.com

Refund enquiries

Details Ready Submit relevant information

Payment Details Required for review

Supporting Documents If applicable

REFUND REQUEST EMAIL info@intenterprises.com

Please send your refund request to our team with the information listed below.

Information to Include

Providing complete information helps us identify the relevant transaction and review your request.

Full Name

Provide the name of the person making the request.

Business Name

Include the relevant business or company name.

Registered Email Address

Use the email address associated with the account or service.

Invoice or Transaction Number

Provide the applicable invoice or transaction reference.

Service Purchased

Tell us which service the payment relates to.

Date of Payment

Include the date on which the payment was made.

Reason for Refund Request

Briefly explain why you are requesting a refund.

Supporting Documents

Attach relevant documents where applicable.

Complete Information Helps Us Review Your Request

Please ensure that the information provided is accurate and that any applicable supporting documents are included with your refund request.

REFUND REVIEW

Every Request Is Carefully Reviewed

Each refund request is reviewed according to the applicable service agreement and the specific circumstances of the request.

To ensure a fair and informed review, we may need additional information or supporting documentation before reaching a decision.

Review the Request

We review the request against the applicable service agreement and the circumstances involved.

Request Additional Information

Where necessary, we may ask for additional information or supporting documentation.

Communicate the Outcome

Once the review is complete, we will communicate the outcome to the requester.

Review Does Not Guarantee a Refund

The final outcome will depend on the applicable agreement and the circumstances of the refund request.

Refund Review Request assessment

Current Stage Request Under Review

Review Progress 02 / 03

Request Received Details submitted

Review & Verification Agreement and details checked

Outcome Communicated Requester is informed

Agreement Checked Terms reviewed

Outcome Requester notified

REFUND PROCESSING

Understanding the Refund Processing Timeline

Once a refund has been approved, the time required to process and receive the refunded amount may vary depending on several payment and banking factors.

Refund Processing Approved refund

Processing

Approved Processing Received

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Verification Transaction checked

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Payment Provider Processing time may vary

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Payment Provider Processing

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Banking Procedure Final credit

Where a refund is approved, the processing time may depend on the payment method, transaction verification, internal processing requirements and applicable banking procedures.

Payment Method

The original payment method may affect how quickly the refund can be processed and credited.

Banking or Payment Provider

Processing times may vary depending on the relevant bank, card issuer or payment provider.

Transaction Verification

Additional verification may be required before an approved refund can be processed.

Internal Processing Requirements

Our internal verification and processing procedures may also affect the overall timeline.

Applicable Banking Procedures

Banking procedures may determine when the refunded amount becomes available in your account.

Processing Times May Vary

The time taken for the refunded amount to appear in your account may vary depending on the payment provider and applicable banking procedures.

CONTRACTUAL TERMS

Your Agreement May Define Different Refund Terms

Where a client has entered into a separate agreement with INT Enterprises, the cancellation and refund provisions in that agreement may apply instead of or in addition to this general Refund Policy.

Client Agreement Contractual terms

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Cancellation Terms Agreement provisions

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Refund Terms Applicable conditions

Agreement Checked Contract terms may apply

Separate Agreement Terms may apply

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Contract Priority Review applicable terms

A separate client agreement may contain specific cancellation, termination or refund provisions that govern the relevant service arrangement.

Separate Client Agreement

If you have entered into a separate agreement with INT Enterprises, that agreement should be reviewed for its applicable cancellation and refund provisions.

Specific Cancellation Terms

The agreement may contain specific notice periods, termination conditions or other requirements relating to cancellation.

Specific Refund Provisions

A separate agreement may also establish refund eligibility, limitations or procedures for the relevant services.

Check Your Service Agreement

Where contractual terms apply, those provisions may operate instead of or alongside this general Refund Policy. Please review the applicable agreement for the terms relevant to your service.

CHANGES TO THIS REFUND POLICY

Our Refund Policy May Be Updated Over Time

We may update this Refund Policy from time to time to reflect changes to our services, processes or applicable requirements.

INT Enterprises may update this Refund Policy from time to time. Any changes will be published on this page with the updated “Last Updated” date.

Policy Updates

INT Enterprises may revise this Refund Policy when necessary to keep the information current.

Published on This Page

Any updated version of this policy will be published on this page for reference.

Updated “Last Updated” Date

The “Last Updated” date will be revised whenever changes are made to this Refund Policy.

Refund Policy Current version

v2.0

Policy Updated Review the latest version

Last Updated Policy revision date

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Policy Update Latest version

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Review Latest Terms Stay informed

Check the Latest Version

Please review this page periodically for any updates. The “Last Updated” date indicates when this Refund Policy was most recently revised.