Newtuple

Service Agreement

Overview

Newtuple Technologies Private Limited provides a combination of custom services and standardized products. This Service Agreement outlines the general terms applicable to engagements with our company, based in Pune, Maharashtra, India.

Professional Services

For professional services, refund and cancellation terms are governed by the specific Master Service Agreement (MSA), Statement of Work (SOW), or similar contracts executed with each client. All provisions are documented within each agreement.

Refunds (if applicable) are calculated on a pro-rata basis, based on work completed up to the termination date.

Off-the-Shelf Products

Refunds for off-the-shelf tools or digital products follow a standardized process:

  • Cancellations are permitted within 24 hours of purchase if the product has not been downloaded, accessed, or activated
  • No refund is available after 7 days from the date of purchase
  • Partially used products may be eligible for a pro-rated refund at our discretion

Third-Party Costs

Where third-party tools, APIs, or infrastructure are procured on behalf of the client, any associated fees are non-refundable, even if the service is terminated. This includes but is not limited to cloud infrastructure costs, API subscriptions, and third-party software licences.

Service Levels

Service level agreements (SLAs) for ongoing operations and support are defined within the applicable contract for each engagement. Standard support plans include guaranteed response times and escalation procedures.

Intellectual Property

Intellectual property terms are governed by the specific agreements executed for each engagement. In general, clients retain ownership of their data and business logic, while Newtuple retains ownership of pre-existing tools, frameworks, and accelerators.

Governing Law

This agreement shall be governed by and construed in accordance with the laws of India, with the courts of Pune, Maharashtra having exclusive jurisdiction.

Contact

For questions regarding this Service Agreement, please contact us at dhiraj@newtuple.com.