Refund, Return & Cancellation Policy - Ought Solution

You may request a return within 7 calendar days of receiving physical hardware orders (including Biometric Time & Attendance machines, RFID access control units, electromagnetic locks, turnstiles, and computer accessories), provided the items meet the following strict conditions:

• Sealed & Unused Condition: The item must be unused, uninstalled, in its original factory condition, and free from physical scratches, wiring modifications, or voltage damage.
• Complete Original Packaging: Must include all original boxes, mounting brackets, power adapters, manuals, warranty cards, and accessories.
• No Firmware or Admin Lock: Biometric devices showing signs of wall installation, admin password registration, firmware flashing, or tampering are ineligible for standard returns.
• Standard Retail Purchase: Items purchased under clearance, final sale, or custom bulk-import promotional quotations are non-returnable.

If a biometric terminal or hardware component arrives damaged or non-functional out of the box (Dead-on-Arrival), notify our support desk at support@oughtsolution.com within 48 hours of delivery with unboxing photos or video proof. Once verified by our technical team, Ought Solution will arrange a replacement unit or issue a full refund at no additional restocking cost.

3.1 Pre-Built Software Licenses & Cloud Attendance SaaS (Digital)

Digital software license keys (such as Smart Office / Attendance Software, Payroll Management, School/College ERP, and Hospital/Patholab Automation) are non-returnable and non-refundable once delivered or activated. If you encounter a technical deployment bug, contact us within 3 days of delivery so our engineering team can troubleshoot remotely. In rare cases where a verified software defect cannot be resolved by our engineers, a replacement license or refund may be authorized.

3.2 Custom Software & Website Development (Milestone Projects)

Bespoke web applications, custom Windows software, mobile apps, and corporate websites are engineered specifically to client specifications and follow a milestone-based billing structure:

• Initial Discovery & Architecture Deposit: Non-refundable once UI/UX wireframing, database design, or project scoping has commenced.
• Completed Milestones: Payments for approved and delivered development phases are non-refundable.
• Mid-Project Cancellation: If a client cancels an ongoing custom development project in writing, the client is only billed for completed milestones and pro-rata engineering hours logged up to the cancellation date.

3.3 IT Consulting, Digital Marketing & Staffing Services

Consulting and digital marketing services (SEO, PPC, B2B Lead Generation) are non-refundable once the service month has commenced or deliverables have been rendered. To cancel or reschedule a paid one-on-one IT consulting session, please provide at least 48 hours' prior written notice to qualify for rescheduling or a refund.

3.4 Third-Party Pass-Through Costs (Domains, Cloud Servers & Ad Spend)

Payments made toward domain name registrations (.com, .in, or global TLDs), SSL certificates, third-party cloud hosting (AWS, Google Cloud), and paid advertising budgets (Google Ads/LinkedIn Ads) are paid directly to upstream registrars/platforms and are strictly non-refundable.

• Activated, downloaded, or delivered software license keys and API tokens.
• Opened, mounted, configured, or used biometric time attendance and access control devices.
• Custom-engineered software, ERP customizations, or bespoke web development milestones once initiated.
• Domain registrations, SSL certificates, and third-party server hosting renewals.
• Hardware damaged due to improper power supply, lightning/voltage surges, or unauthorized repairs.

• Step 1 - Request Authorization: Email support@oughtsolution.com with your Invoice/Order Number, Product Serial Number, and Reason for Return.
• Step 2 - Technical Inspection: Upon receiving your returned hardware at our facility, our quality assurance team will inspect the unit within 2-3 business days and notify you via email of the approval status.
• Step 3 - Refund Disbursement: Approved refunds are credited back to your original payment method (Bank Transfer NEFT/RTGS/SWIFT, Credit/Debit Card, or UPI) within 5-7 business days. Original shipping charges, customs duties (for international orders), and payment gateway convenience fees are non-refundable.
• Step 4 - Exchanges: We do not process direct cross-product exchanges. To swap a model (for example, upgrading from an OU-BM20 to an OU-F22 terminal), please complete a return for the unopened unit and place a fresh order.

Our technical and billing support team is ready to assist you with troubleshooting, warranty claims, or return authorizations. Contact us using the details below.