Shipping and Returns Policy

EcoSync is a digital platform that provides online services. We do not ship physical goods. All services - including mentorship sessions, platform subscriptions, event access, office space bookings, and marketplace transactions - are delivered digitally through the platform.

This policy explains how our digital services are provisioned, activated, and how returns or service reversals are handled when applicable.

Account access: Upon registration, your account is activated instantly. You can immediately access all features available to your role(s) without any waiting period.

Mentorship sessions: Confirmed sessions are delivered at the scheduled time via integrated video conferencing. The service is considered delivered when the session is conducted or when the scheduled time passes (in case of no-show).

Platform subscriptions: Subscription features are activated immediately upon successful payment. Premium features, add-ons, and incubation portal access are provisioned within minutes of payment confirmation.

Event access: Paid event registrations grant immediate access to event details and updates. Virtual event access links are provided before the scheduled event time.

Office space subscriptions: Access to physical office spaces is granted upon approval by the incubator administrator. The approval process typically takes 1-3 business days after payment.

Facility reservations: Meeting room and facility bookings are confirmed instantly (if auto-approval is enabled) or within 24 hours (if manual approval is required by the incubator). Confirmation notifications include all access details.

Physical access credentials (keycards, access codes) are issued by the respective incubator and are outside EcoSync's delivery scope.

Project deliverables in the freelancer marketplace are exchanged directly between the freelancer and client through the platform's file sharing and milestone delivery system.

Deliverable approval and payment release follow the milestone-based workflow. Clients review submissions and either approve (triggering payment) or request revisions.

EcoSync facilitates the exchange but does not guarantee delivery timelines between freelancers and clients. These are governed by the individual project agreements between parties.

If a paid service is not activated within the expected timeframe, please contact our support team immediately. Common resolution steps include: payment verification, account status check, and manual service provisioning.

Payment confirmed but service not activated: In rare cases of system delays, services are typically auto-provisioned within 1 hour. If the delay exceeds 2 hours, contact support for immediate resolution.

If we are unable to deliver the purchased service (due to technical issues on our end), you will receive a full refund as per our Refund Policy.

Since our services are digital and often consumed in real-time, traditional 'returns' do not apply. However, the following reversals are supported:

Unused session credits: Can be retained in your account or refunded per our Refund Policy terms. Unused credits from cancelled mentors are automatically refunded.

Subscription downgrades: Feature access is reduced at the end of the current billing period. No refund is issued for the remaining period of the higher tier.

Account deletion: Upon account deletion, all active subscriptions are cancelled and eligible refunds are processed automatically. Non-refundable consumed services are not reversed.

In the event of extended platform downtime (exceeding 24 consecutive hours) due to issues within our control, affected users with active paid subscriptions will receive a pro-rated credit for the downtime period.

Scheduled maintenance windows (announced at least 48 hours in advance) do not qualify for service credits. We schedule maintenance during off-peak hours to minimize disruption.

Third-party service outages (Razorpay, Jitsi, hosting infrastructure) that affect platform functionality are addressed as quickly as possible but do not independently trigger service credits unless they result in extended unavailability of core features.

New incubators: Workspace provisioning (admin account creation, branding and module configuration) is completed within 24 hours of subscription activation. Setup assistance is provided during onboarding.

Add-on features: Additional modules or capacity upgrades are activated within 4 hours of payment confirmation.

Access: EcoSync is delivered entirely as a hosted service. There is no software to download or install and no server to configure - your workspace is available as soon as setup completes.

You will receive email and in-app notifications at each stage of service delivery: payment confirmation, service activation, and any relevant access details.

For subscription renewals, you will be notified before the renewal date. Failed renewal payments trigger a grace period notification before service suspension.

All delivery-related communications are sent to your registered email address. Ensure your contact information is current in your account settings.

For any service delivery issues, activation delays, or questions about your purchased services, please contact our support team at support@ecosync.network with your transaction reference and a description of the issue.

Our support team operates Monday through Saturday, 9:00 AM to 7:00 PM IST. Emergency service issues are monitored 24/7 through our automated systems.