At Smartimate, we strive to deliver high-quality engineering solutions. However, due to the custom nature of hardware and software development, our refund policies vary by service type.
1. Engineering & Development Services
This applies to Firmware Development, PCB Design, Software Engineering, and Consulting.
A. Milestone-Based Work
Our projects are typically billed in milestones. Refunds are handled as follows:
- Completed Milestones: Once a milestone is delivered and approved by the client, payment for that milestone is non-refundable.
- In-Progress Work: If a project is cancelled mid-milestone, you will be billed for hours incurred up to the cancellation date. Any prepaid balance exceeding this amount will be refunded within 14 business days.
B. Retainers & Consulting
Monthly retainer fees for ongoing consulting or maintenance are non-refundable once the service period has commenced.
2. Hardware Manufacturing & Prototyping
This applies to PCB Fabrication, Assembly (PCBA), and 3D Printing orders.
A. Manufacturing Defects
If the hardware delivered is defective due to our manufacturing error (e.g., soldering faults, wrong component placement, PCB fabrication errors):
- We will offer a free rework or replacement of the affected units.
- You must notify us within 10 days of receiving the shipment.
- Refunds are only issued if replacement is not possible.
B. Design Errors
We are not responsible for defects resulting from errors in client-provided files (e.g., incorrect Gerber files, BOM errors, or design logic flaws), unless you explicitly hired us to perform a Design Review prior to manufacturing.
C. Cancellation of Manufacturing Orders
- Before Production: 100% refund if cancelled before materials are ordered.
- Material Ordered: Refund minus cost of materials and handling fee.
- Production Started: Non-refundable.
3. Digital Products
For any off-the-shelf digital assets (e.g., UI Kits, Firmware Libraries) purchased directly from our store:
- Refunds are generally not provided for downloadable digital products once accessed/downloaded.
- Exceptions may be made if the file is corrupt or technically defective.
4. Dispute Resolution
We value long-term partnerships. If you are unsatisfied with a delivery:
- Contact your Project Manager immediately to pause work.
- We will conduct an internal code/design review.
- We commit to rectifying any deviations from the agreed-upon Scope of Work (SOW) at no additional cost.
5. Contact Us regarding Refunds
To request a cancellation or report a defect, please contact our billing department:
Address: Plot 217, Purusottampur, Jajpur Town, Odisha 755001, India