Service Policy

This policy sets out what InvoMatrix commits to when you purchase from us — how your products and services are delivered, the timelines we hold ourselves to, and what happens if a delivery is delayed or does not arrive.

InvoMatrix sells software and services that are delivered electronically. This policy also serves as our shipping and delivery policy, and sets out the limited circumstances in which a physical item may be dispatched.

1. Nature of Our Products and Services

InvoMatrix sells software products, subscriptions and licences, together with consulting, engineering and support services. These are delivered electronically or performed remotely.
We do not ordinarily sell, stock or dispatch physical goods. Accordingly, no physical shipment, courier or logistics service is involved in the majority of orders placed on the Platform, and no shipping charges are levied on them.
Where a physical item is supplied as an exception — for example printed documentation, or hardware procured on your instruction — the terms in section 6 below apply to it.

2. Mode of Delivery

Software subscriptions, licences and platform access are delivered electronically to the email address you provided at the time of purchase. Delivery consists of the licence key, login credentials, activation link or account provisioning required to use the product.
Consulting, engineering and support services are delivered remotely by our team, and the deliverables — source code, documentation, designs, reports and reviews — are provided through the repository, shared drive or collaboration tool agreed with you.
Invoices and payment receipts are emailed to you at the billing email address on record.
No product is dispatched to a physical address unless section 6 applies to your order.

3. Delivery Timelines

Software subscriptions and licences: delivered within 24 hours of successful payment confirmation, and in most cases immediately on confirmation.
Account provisioning and onboarding: completed within 3 to 5 business days of payment confirmation, or as otherwise agreed in your onboarding schedule.
Consulting and engineering retainers: work commences on the start date recorded in your engagement schedule, typically within 5 working days of the agreement being signed and the first invoice being settled.
Fixed-scope projects: delivered against the milestone dates set out in the accepted proposal or statement of work.
Standalone engagements such as audits and assessments: delivered on the date stated in the engagement letter for that piece of work.
Timelines are calculated in Indian Standard Time (IST) and exclude Saturdays, Sundays and Indian public holidays, unless your engagement expressly provides otherwise.

4. Confirmation of Delivery

You will receive a confirmation email once your product or service has been delivered or provisioned. Please retain this email as proof of delivery.
If you have not received your delivery confirmation within the applicable timeline in section 3, first check the spam or junk folder of the email address used at the time of purchase.
It is your responsibility to provide a correct and active email address at the time of purchase. We are not liable for a delivery failure caused by an incorrect, inactive or mis-typed email address, though we will happily re-issue the delivery once the correct address is confirmed to us.

5. Delayed or Failed Delivery

If your order has not been delivered within the applicable timeline, write to contact@invomatrix.com quoting your order or invoice reference. We acknowledge every such report within 2 business days.
Where the delay is attributable to us, we will complete delivery as a priority and keep you informed of the revised timeline in writing.
Where delivery cannot be completed at all, you are entitled to a full refund of the amount paid for the undelivered product or service, processed in accordance with our Cancellation and Refund Policy.
Delivery may be delayed by events outside our reasonable control, including outages at cloud or third-party providers, network failures and force majeure events. We will notify you promptly if such an event affects your order.

6. Physical Items, Where Applicable

In the exceptional case that a physical item forms part of your order, it will be dispatched to the shipping address you provide at the time of purchase. Please ensure that address is complete and accurate, including the PIN code.
Physical items are dispatched within 3 to 5 business days of payment confirmation, and are ordinarily delivered by our courier partner within 5 to 10 business days of dispatch, depending on the destination.
Delivery timelines for physical items are estimates provided by the courier partner and are not guaranteed. InvoMatrix is not liable for delays caused by the courier, by incorrect address details, or by the recipient being unavailable to accept delivery.
Any shipping or handling charge applicable to a physical item is displayed to you at checkout before payment. Where no charge is displayed, none is levied.
A tracking reference is emailed to you once the item is dispatched.
If an item arrives damaged, defective or is not what you ordered, do not accept it at the doorstep where possible, and report it to us within 7 days as set out in our Cancellation and Refund Policy.

7. Delivery Outside India

Our software products and services are delivered electronically and are therefore available to customers outside India on the same timelines as domestic customers.
All orders are contracted, invoiced and settled in Indian Rupees (INR) regardless of the customer's location.
We do not currently ship physical items outside India.

8. Cancellation, Returns and Refunds

This policy governs how your order reaches you. Cancellation windows, non-refundable items, the return and replacement process, and refund timelines are set out separately in our Cancellation and Refund Policy.
Please read both policies together, as they operate alongside one another.

9. Changes to this Policy

We may update this policy from time to time. The version published on this page at the time you place your order is the version that applies to that order.
This policy is governed by the laws of India, and any dispute arising from it is subject to the exclusive jurisdiction of the courts at Kolkata, West Bengal, India.

Contact Us About a Delivery

Email us with your order or invoice reference and we will trace it for you.

Registered name: InvoMatrix Solutions (Partnership Firm)
Trading as: InvoMatrix
Email: contact@invomatrix.com
Phone: +91 98045 90392
Registered address: Holding No. 66/6, Garui Madhyapara, Flat No. 105, 3rd Floor, P.O. Rabindra Nagar, P.S. Dum Dum, South Dum Dum, North 24 Parganas, West Bengal – 700065, India
Trade licence no.: 0917P132726444857
Support hours: Monday to Friday, 10:00 – 19:00 IST
Acknowledgement: Within 2 business days of your request