1. Scope
This policy explains cancellation and refund requests for custom software development services provided by Gentiva Labs. It also explains how those services differ from purchases or subscriptions offered within our own products, including MCQ Station and MessNest. Read this page together with the written agreement or purchase terms for the service you are considering.
2. Cancelling custom development work
To request cancellation, email contact@gentivalabs.com with your project reference and the work you want to stop. We will review the stage of the project and record any agreed next steps in writing. The effect on deliverables, outstanding payments and any refund depends on the written project terms and applicable law.
3. Advance payments and work already supplied
Refund eligibility for an advance payment depends on the written project terms and the circumstances of the cancellation. Any assessment takes account of the agreed scope, payments received and work already supplied. Third-party charges or committed costs are considered only where the applicable agreement and law permit.
4. Products and subscriptions
Cancelling a subscription and refunding an earlier payment are separate matters. Where a Gentiva Labs product offers a paid subscription or other paid service, the cancellation and refund conditions presented for that product govern the purchase. This corporate policy does not establish a common subscription cycle or refund entitlement across all products.
5. Payment issues and approved refunds
If you believe a payment was duplicated, incorrect or not recognised, contact us with the transaction reference so the issue can be investigated. If a refund is approved, we will communicate the approved amount, refund method and available processing information. Payment-provider processing may affect when funds appear in your account.
6. How to request a review
Email contact@gentivalabs.com with your name, project or product name, invoice or order reference where available, payment date and amount, and the reason for your request. A transaction reference can help identify a payment. Do not send a PIN, OTP, password or full card details.
7. Written terms and your rights
Please review the applicable proposal, agreement or product purchase terms before making a payment. This policy does not limit rights that cannot lawfully be excluded. If the applicable terms are unclear, contact us so the issue can be reviewed.
8. Questions and contact
For cancellation, refund or payment-related questions, email contact@gentivalabs.com or use our Contact page. Gentiva Labs is a Bangladesh-based software development business operating as a sole proprietorship.