The Clenzovix Guarantee

1. What This Guarantee Covers

This Service Guarantee applies to every paying Subscriber (laundry business or franchise) on a current, active Clenzovix plan. It supplements our Terms & Conditions and is administered by Synthron, Surat, India. Where this Guarantee promises a remedy, that remedy is your primary recourse for the covered failure.

2. Uptime Guarantee — 99.9%

We commit to 99.9% monthly availability of the Clenzovix platform (web dashboard, APIs, and mobile app backends), measured calendar-month-wise and excluding scheduled maintenance announced at least 24 hours in advance.

• 99.0% – 99.89% monthly uptime → 10% credit on that month's subscription fee
• 95.0% – 98.99% monthly uptime → 25% credit on that month's subscription fee
• Below 95.0% monthly uptime → 50% credit on that month's subscription fee

Credits are applied to your next invoice upon request — see How to Claim below.

3. Onboarding Guarantee

Once you provide complete business details, service/price lists, and any data to migrate, we guarantee your outlet is live on Clenzovix within 7 business days. If we miss this window for reasons within our control, your first month of subscription is free.

4. Tracking & Records Commitment

Every garment logged through Clenzovix receives a unique tag/QR identity and a timestamped status trail across intake, processing, and dispatch. If a garment's digital trail in Clenzovix is found to be incomplete due to a platform defect — and that gap materially prevents you from resolving a customer claim — we will provide a full audit report, credit one month of subscription, and fix the underlying defect as a priority issue. Note: Clenzovix is software; physical garment care remains the Subscriber's responsibility (see Section 9).

5. Data Ownership & Portability Guarantee

Your business and customer data belongs to you — unconditionally:

• Export orders, customers, and invoices anytime in standard formats (CSV/PDF) from the dashboard
• On cancellation, you get a 30-day window for a complete data export before deletion
• We will never hold your data hostage, sell it, or use it to compete with you
• Full details are in our Privacy Policy

6. Support Response Guarantee

During business hours (Mon–Sat, 9:00 AM – 8:00 PM IST):

• Critical issues (platform down, cannot create orders) — first response within 2 hours
• Standard issues — first response within 8 business hours
• Questions & requests — first response within 1 business day

If we miss the critical-issue response window, you are eligible for a 5% credit on that month's fee.

7. Security Commitment

We guarantee encryption of data in transit (TLS) and at rest, role-based access controls for your staff, and regular security reviews of our systems. If a security incident on our infrastructure compromises your data, we will notify you within 72 hours of confirmation, provide a detailed incident report, and remediate at our cost as required by law.

8. 30-Day Money-Back Guarantee

First-time Subscribers on an annual plan may request a full refund of the subscription fee within 30 days of the first paid invoice date if Clenzovix does not fit their operations. Refunds are processed within 14 business days to the original payment method. Setup fees, third-party hardware (printers, scanners), and SMS credits already consumed are non-refundable. Monthly plans are non-refundable for the current month but may be cancelled anytime before renewal.

9. What This Guarantee Does Not Cover

• Physical garment quality, damage, or loss in the Subscriber's premises or transit — Clenzovix is software, not the cleaning service
• Failures caused by the Subscriber's devices, internet connectivity, or third-party hardware
• Downtime caused by force majeure events, government restrictions, or third-party services outside our control (payment gateways, SMS providers, app stores)
• Issues arising from misuse of the platform or breach of our Terms
• Free trial or unpaid periods

11. Changes & Governing Terms

We may update this Guarantee with 15 days' notice; changes apply prospectively and never reduce remedies for incidents already reported. This Guarantee is governed by the laws of India and the jurisdiction provisions of our Terms & Conditions. In case of conflict, the Terms prevail on legal matters and this Guarantee prevails on service-level remedies.