Service Delivery Policy
Last updated: 16 October 2026 · Version 2.1
This Policy explains when and how Simpro Software Solutions Private Limited delivers access to its software products and services after a payment is confirmed. Because everything we supply is delivered electronically, this Policy also serves as our shipping and delivery policy — we do not ship physical goods.
1. Overview
Every product and service we supply is delivered electronically, over the internet. Nothing is dispatched by courier or post, so no shipping charges apply and no tracking number is issued.
“Delivery” means the point at which we make a product usable to you — by provisioning an account, issuing a licence key and installer, enabling access to an interface, or commencing an agreed service.
This Policy forms part of our Terms of Service.
2. Delivery Timelines
Timelines run from the point your payment is confirmed by our payment gateway partner or cleared into our bank account, and from the point we have received everything listed in Section 3.
| What you purchased | How it is delivered | When |
|---|---|---|
| Cloud-hosted subscription | Account provisioned and credentials sent to your registered email address | Within 24 hours of payment confirmation, on business days |
| Installed desktop software | Download link, installer and licence key sent by email | Within 1 business day of payment confirmation |
| Additional users or modules on an existing account | Enabled on your current account | Within 1 business day |
| Renewal of an existing subscription | Term extended on your existing account, with no interruption of access | On or before the renewal date |
| Implementation and data migration | Delivered against an agreed project plan | Work commences within 5 business days; completion per the project plan |
| Customisation and bespoke development | Released to your environment on completion | Per the timeline recorded in the Order Form |
| Training | Onsite or remote sessions | Scheduled by mutual agreement, normally within 15 business days |
| Support and AMC | Activated against your account | Immediately on payment confirmation |
| KYC processing and CKYC upload | Records processed and uploaded in agreed batches, with a status report by email | Per the schedule recorded in the Order Form |
| Income-tax return preparation and filing | Return prepared, reviewed by a chartered accountant and filed; the filing acknowledgement is sent by email | Per the schedule recorded in the Order Form, ahead of the statutory due date where complete documents are received in time |
| Audit preparation | Reconciliations, schedules and supporting documents handed to you and your auditor | Per the schedule recorded in the Order Form |
Business days are Monday to Saturday, excluding public holidays in Tamil Nadu. Where payment is confirmed outside business hours, the timeline begins on the next business day.
3. What We Need From You
We can only deliver once we have the following. Delay in providing them extends the timelines in Section 2 correspondingly.
- A valid email address for the person who will administer the account
- Your organisation name, billing address and GSTIN, where you need a GST invoice
- Confirmation of the number of users, branches or entities to be licensed
- For installed software, the specification of the device or server it will run on
- For implementation or migration, access to the source data or system, and a nominated point of contact
- For KYC, tax-return or audit-preparation work, the documents and records listed in the Order Form, and any authorisation a registry or portal requires for us to act on your behalf
Please check your spam or junk folder if you do not receive delivery credentials, and add our domain to your safe-sender list.
4. Confirmation of Delivery
4.1 What You Receive
- A payment receipt and a GST invoice, by email
- Account credentials, or a licence key and installer, as applicable
- Access to documentation and getting-started material
- The contact route for support
4.2 When Delivery Is Complete
Delivery is complete when credentials, licence keys or access have been sent to your registered email address, or access has been enabled on your existing account. For services, delivery is complete when the agreed work has been performed.
5. Delays
5.1 If We Are Delayed
If we cannot meet a timeline in Section 2, we will tell you before it expires, explain why, and give a revised date. Where a delay is attributable to us and you no longer wish to proceed, you are entitled to a full refund with no deduction, as set out in our Refund and Cancellation Policy.
5.2 Causes Outside Our Control
Timelines are suspended for the duration of events beyond our reasonable control, including failure of a third-party infrastructure or payment provider, natural disaster, epidemic, government action, or a widespread telecommunications or power failure. We will keep you informed and resume as soon as we can.
6. Geographic Scope
We supply our products and services throughout India. Delivery is electronic and therefore not dependent on location, and no delivery charge applies anywhere in India.
We may supply customers outside India by prior arrangement. In that case the applicable taxes, currency and any export requirements are recorded in the Order Form before purchase.
7. After Delivery
Support is available by email at admin@simprosoftware.in and by telephone on +91 93456 61977, during business hours. The support level and response targets applicable to you are those recorded in your Order Form.
If a product does not work as described in its documentation, tell us and we will correct it at no charge, as set out in our Terms of Service.
8. Changes to This Policy
We may update this Policy. The version that applies to your purchase is the one published on the date of your invoice. Material changes will be notified by email or a prominent notice on the website before taking effect.
9. Contact
If you have not received what you paid for, or have any question about delivery, write to admin@simprosoftware.in, telephone +91 93456 61977, or use the contact form. We aim to respond to every delivery query within 1 business day.
Simpro Software Solutions Private Limited · CIN U62013TN2025PTC177018 · GSTIN 33ABPCS2910L1Z4