Engagement & Refund Policy

This Engagement & Refund Policy explains how a service engagement with Foxtrot Solutions LLP("Foxtrot") typically begins, how it's billed, and the terms under which it can be cancelled or a refund requested. It applies to Clients engaging any of Foxtrot's services — lead generation, Admission CRM & ERP, BPO setup, telecaller setup and training, or end-to-end admission support — and forms part of our Terms of Service. Where your signed service agreement or order form states different terms for your engagement, that agreement controls.

A typical engagement begins with a free lead-audit or discovery call, followed by a written proposal setting out the scope, pricing, and timeline for your institution. An engagement is confirmed once you accept that proposal or order form (in writing or by digital signature) and, where applicable, pay the initial setup fee described in it.

Foxtrot's services are priced per engagement based on scope — for example, a one-time setup fee for BPO/telecaller onboarding, and/or a recurring [monthly / per-admission-cycle] fee for ongoing lead generation, CRM/ERP access, and telecalling desk operation. Exact pricing for your institution is set out in your proposal or order form, not on this page, since it depends on scale (seats, campuses, expected enquiry volume) and the specific mix of services engaged.

• Invoices are issued according to the schedule in your service agreement (for example, monthly in advance, or per admission cycle).
• Payment is due within [15] days of the invoice date, unless your agreement states otherwise.
• Late payment may result in suspension of CRM/ERP access or telecalling services until the outstanding amount is settled, after [X days'] written notice.
• All fees are exclusive of applicable taxes (including GST), which are added to invoices as required by law.

Setup activities (CRM/ERP configuration, telecaller hiring and training, dialer/telephony setup) typically take [X to Y weeks] from confirmed engagement, depending on scope. Timelines in your proposal are estimates based on you providing requested information (programme details, branding, existing lead data) promptly; delays on your side may extend the timeline correspondingly.

As set out in our Terms of Service, Foxtrot does not guarantee a specific number of enquiries, admissions, or enrollments — these depend on factors outside our control, including your institution's own programme, pricing, and market conditions. A cancellation or refund request cannot be based solely on admissions or enrollment outcomes falling short of expectations; it must instead be based on the specific grounds set out below.

• Either party may cancel an ongoing (recurring-fee) engagement by giving [30] days' written notice to the other, unless your service agreement states a different notice period or minimum term.
• Foxtrot may suspend or terminate an engagement immediately for material breach (including non-payment beyond the cure period above, or unlawful use of the lead-generation or telecalling service) after written notice describing the breach.
• Cancellation does not relieve you of the obligation to pay fees already invoiced for services delivered up to the cancellation date.

Refund eligibility depends on the stage and type of the engagement:

• Before onboarding begins — if you cancel within [7] days of paying a setup fee and before any setup work (hiring, dialer configuration, CRM provisioning) has started, you're entitled to a full refund of that setup fee.
• During onboarding — if you cancel after setup work has started but before it's complete, you're entitled to a refund of the setup fee minus [a pro-rated amount / a flat cancellation charge of X%] for work already performed.
• Recurring fees — recurring fees already invoiced and paid for a billing period are non-refundable once that period has started, since telecalling desk time, CRM hosting, and lead-generation ad spend for that period have already been committed; cancellation stops future billing from the next period onward, per the notice period above.

Approved refunds are processed within [X business days] to the original payment method, unless you and Foxtrot agree otherwise in writing.

• Third-party costs already incurred on your behalf (for example, ad spend already delivered, telephony numbers already provisioned, or third-party software licences already purchased for your account).
• Recurring fees for a billing period that has already started, as described above.
• Setup fees where onboarding work has already been completed in full.

Neither party is liable for delay or failure to perform an obligation under an engagement (except a payment obligation) caused by events beyond its reasonable control, including natural disaster, government action, internet or telecom infrastructure failure, or other similar events, for as long as that event continues.

If you're unhappy with any invoice, cancellation, or refund decision, contact us at [hello@foxtrot.in] first so we can try to resolve it directly. Unresolved disputes are subject to the governing law and jurisdiction clause in our Terms of Service.

We may update this Policy from time to time; the "Last updated" date above reflects the most recent revision. Changes apply to engagements confirmed after that date — an existing Client's active service agreement is governed by the version of this Policy in effect when that agreement was signed, unless both parties agree otherwise.

Questions about billing, cancellation, or a refund request can be sent to [hello@foxtrot.in].