Terms and Conditions

1. Terms and Conditions

Tetralance Pvt. Ltd. provides end-to-end IT services, including software development, system integration, cloud deployment, and ongoing support. By using our website or engaging our services, you agree to comply with these terms.

All engagements are governed by a written Statement of Work (SOW) or Master Service Agreement (MSA). Any deviation from the agreed scope, deliverables, timelines, or payment terms must be documented in a written change request and approved by both parties.

We reserve the right to update these Terms and Conditions periodically to reflect changes in our service offerings, technology, or legal requirements. Substantive changes will be communicated to clients via email or a prominent notice on our website at least 30 days before taking effect.

1.1 Client Responsibilities

  • Provide accurate business requirements, detailed specifications, and timely feedback during project milestones.
  • Ensure all necessary hardware, software licenses, and third-party tools are procured and accessible to our team when required.
  • Designate a primary point of contact for project coordination, decision-making, and approvals.
  • Maintain confidentiality of any credentials or access details provided by Tetralance, and notify us immediately of any suspected security breaches.

1.2 Intellectual Property & Licensing

Unless otherwise specified in a separate agreement, all custom source code, documentation, and deliverables created by Tetralance under a project belong to the client upon full payment. We grant the client a perpetual, worldwide, royalty-free license to use, copy, modify, and distribute the deliverables for their own business purposes.

Tetralance retains the rights to any proprietary frameworks, libraries, or tools developed independently of the client engagement (“Pre-Existing Materials”). We grant a non-exclusive, non-transferable license to use these Pre-Existing Materials as part of the deliverables, but the underlying code remains our property.

1.3 Service Levels & Support

  • Standard Support: Includes bug fixes and minor enhancements for 30 days after project delivery. Response time within 2 business days.
  • Extended Maintenance Plans: Available at an additional monthly fee for ongoing patch updates, performance tuning, and version upgrades. Support levels and SLAs will be defined in a separate maintenance agreement.
  • Emergency Support: Critical issues (e.g., production outages) will be addressed 24/7 under our Premium Support plan, with a response time of 4 hours.

1.4 Prohibited Uses

  • Attempt to reverse-engineer, decompile, or disassemble any of Tetralance’s proprietary tools, frameworks, or software modules.
  • Use any part of our deliverables to create a competing product or service without explicit written permission.
  • Introduce any malicious code, malware, or scripts that could compromise the security or performance of delivered applications.
  • Share login credentials or access tokens with unauthorized third parties.

1.5 Disclaimer of Warranties & Liability

All services and deliverables are provided “as is,” without any express or implied warranties, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement. Tetralance does not guarantee uninterrupted or error-free operation of any software in all environments.

To the maximum extent permitted by law, Tetralance’s liability under any claim arising from or relating to these Terms shall be limited to the total amount paid by the client for the specific project or service in question during the preceding 12 months. We shall not be liable for consequential, indirect, special, or punitive damages.

2. Cancellation & Refund Policy

All project engagements, software licenses, and maintenance plans are subject to defined payment and cancellation terms. This policy outlines circumstances under which cancellations and refunds may be granted.

All approved refunds will be credited to the original payment method within 3 to 5 business days.

2.1 Project Cancellation

Clients may terminate a project engagement at any time by providing 14 days’ written notice. In such cases:

  • Any non-refundable upfront fees (e.g., initial setup or discovery fees) remain due and are not refundable.
  • Completed milestones and work-in-progress will be invoiced at the agreed rate. The client must pay for all work delivered up to the termination date.
  • Source code and deliverables will be provided to the client upon full payment of outstanding invoices.

2.2 Software License Refunds

For perpetual software licenses, clients are responsible for verifying compatibility and requirements before purchase. Refund requests for software licenses are not honored after delivery of the license key.

In the case of subscription-based software or SaaS offerings, clients may request cancellation at any time; however, no prorated refunds will be issued for unused subscription periods unless otherwise specified in a separate agreement.

2.3 Maintenance Plan Cancellation

Maintenance and support plans renew automatically on a monthly or annual basis, based on the plan selected. To avoid renewal, clients must submit a cancellation request at least 30 days before the end of the current term. No refunds will be provided for partial periods already paid.

2.4 Refund Exceptions

In rare circumstances where Tetralance is unable to deliver agreed-upon services (e.g., due to force majeure or insurmountable technical constraints), we will issue a pro-rata refund corresponding to undelivered work. Any such refund is at our sole discretion and will be processed within 30 days of project termination.

2.5 Chargebacks & Disputes

Initiating a chargeback for legitimate invoices may result in immediate suspension of services, additional administrative fees to cover banking charges, and possible legal action. Clients are encouraged to first discuss any billing disputes with Tetralance to reach an amicable resolution.

3. Privacy Policy

At Tetralance Pvt. Ltd., protecting client and user data is paramount. This Privacy Policy explains what information we collect, how we use it, and the measures we take to safeguard it.

We do not sell, trade, or otherwise transfer personal data to outside parties without your consent, except as described below.

3.1 Information We Collect

  • Client Data: Company name, primary contact, email address, billing address, project specifications, and any files or materials you upload to our systems.
  • User Data: When users log into client applications we host or manage (e.g., a client’s internal ERP portal), we collect usernames, activity logs, IP addresses, and device information to ensure security and performance.
  • Analytics & Usage: We collect anonymized usage metrics (e.g., page views, API call counts, error logs, performance metrics) to optimize our infrastructure and service offerings.
  • Support & Communication: Records of all support tickets, chat transcripts, call recordings, and email exchanges to facilitate troubleshooting and continuous improvement of our services.

3.2 How We Use Your Information

We use the collected data to:

  • Provide, monitor, and maintain the IT solutions and support services you purchase from us.
  • Authenticate and authorize user access to client-specific applications and portals.
  • Communicate project updates, deliverables, operational notices, and security alerts.
  • Analyze system performance, detect anomalies, and proactively address potential security threats.
  • Improve our services by gathering feedback through surveys, usage analytics, and direct client interactions.
  • Comply with legal and regulatory requirements, including data retention policies, audit trails, and compliance reports.

3.3 Data Retention

We retain personal and project-related data for as long as necessary to fulfill contractual obligations, comply with legal requirements (e.g., tax, audit, or regulatory mandates), and resolve disputes. Upon termination of services, client-related data may be archived for a minimum of seven years for compliance purposes, unless otherwise requested for earlier deletion.

3.4 Data Security

We implement industry-standard security measures, including:

  • Encryption: Data is encrypted in transit (SSL/TLS) and at rest using AES-256 encryption.
  • Access Controls: Role-based access permissions, multi-factor authentication (MFA), and least-privilege principles for all internal systems.
  • Secure Infrastructure: Regular security audits, vulnerability scans, and penetration testing on client applications and our internal networks.
  • Backup & Recovery: Automated backups stored in geographically redundant locations, with disaster recovery plans tested quarterly.

3.5 Third-Party Service Providers

We may share data with trusted third-party vendors who support our operations, including:

  • Cloud Hosting Platforms: AWS, Azure, or Google Cloud for application hosting and data storage.
  • Monitoring & Analytics Tools: Services like New Relic, Datadog, or Google Analytics for performance tracking and optimization.
  • Payment Gateways: Stripe, PayPal, or Razorpay for processing subscription and project payments.
  • Communication Tools: Slack, Zoom, or Microsoft Teams for project collaboration and support interactions.

These providers are contractually obligated to maintain confidentiality, implement robust security measures, and use data solely for the purposes we specify.

3.6 Your Rights

Subject to applicable law, you have rights regarding your personal data, including:

  • Access: Request a copy of personal data we hold about you, including user activity logs and project records.
  • Correction: Request updates or corrections to inaccurate or incomplete data (e.g., contact details, billing information).
  • Deletion: Request deletion of personal data, except where retention is required for legal or contractual obligations.
  • Portability: Request an export of your personal data in a structured, machine-readable format.
  • Objection: Object to processing of your data for direct marketing or profiling purposes when permitted by law.
  • Withdrawal of Consent: Withdraw consent where processing is based on consent, without affecting the lawfulness of prior processing.

To exercise any of these rights, please contact our Data Protection Officer at info@tetralance.com. We will review and respond to your request within 30 days or the timeframe required by law.

3.7 International Data Transfers

As a global IT services provider, we may transfer data between our offices and third-party data centers located in different countries. We use Standard Contractual Clauses (SCCs) or equivalent legal safeguards to ensure adequate protection for personal data in transit. If you wish to know more about our transfer mechanisms, please contact us.

3.8 Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes in legislation, industry standards, or our business practices. When significant changes occur, we will notify you by posting a prominent notice on our website and, if you are a registered client, by sending an email to the primary contact. Continued use of our services after such updates signifies your acceptance of the revised policy.