Index World Delivery Guarantee
What we promise in writing, and what happens if we don’t deliver it
Your quote splits the work into priced phases. If a phase isn’t delivered as your quote describes, we fix it at no cost. If we still can’t, you get back in full what you paid for that phase. If your system never goes live because of us, you get back everything you paid us for the project.
1. What is covered
Every priced phase or milestone (a “milestone”) in a quote or proposal you accept from Index World on or after the effective date above. What each milestone delivers, and its price, are what your quote says. This applies to every service we offer.
The guarantee is given by Index World LLC.
2. What “not delivered” means
A milestone where something your quote says it delivers is missing, or does not work in a way that stops you using it for the purpose your quote describes.
3. How we check
We check the milestone together with you against what your quote says, on a test copy or on your live system, and record the results in writing. If we disagree, we check it again together within 10 business days, using only what is written in your quote.
4. Minor issues are fixed, not refunded
Issues that do not stop you using a milestone, such as a report layout, a label, a field, a slow screen, or a fault with a workaround, go on a written fix list. We fix them at no cost. They do not make a milestone “not delivered”, and they are not grounds for a refund.
5. What is not covered
- Anything not written in your quote, including verbal discussions and general descriptions on our website.
- Business results such as sales, revenue, savings or growth. We guarantee the work we deliver, not how your business performs with it.
- Faults, outages, price changes or discontinued features in third-party software or services, such as Odoo, QuickBooks, Sage, NetSuite, hosting providers, banks or payment gateways.
- Problems caused by data you provide, including data that is incomplete, inaccurate or late.
- Delays or failures caused by your side, including late access, information, decisions or approvals, or tasks assigned to your team that were not completed.
- Changes to scope that were not agreed in writing.
- Changes made by you or another supplier to work we delivered.
- A change of mind, plans or business direction.
6. When a milestone counts as delivered
Once you approve it in writing, or once you have used it in your live operations for 14 days without a written objection naming what is missing or not working.
7. How to make a claim
Email sales@indexworld.net within 30 days of the milestone’s due date or handover date, whichever is later. Name the milestone and what is missing or not working.
8. Our chance to put it right
We then have 45 days, or longer if we agree it in writing, to fix it at no cost to you.
9. Your refund
- If the milestone is still not delivered, we refund in full the price you paid Index World for that milestone.
- A refund for the whole project applies only in two cases: your system has not gone live because of us by the go-live date in your quote or project plan (moved later by any delay on your side or any scope change you asked for) and still hasn’t 45 days after your written claim; or we end the project ourselves for a reason other than your breach of these terms or unpaid invoices. We then refund all fees you paid Index World for the project.
- Once your system is live, a refund covers only the milestone that failed.
- Total refunds can never exceed the fees you paid Index World for the project.
- Refunds are paid within 30 days after the fix period ends, to the original payment method. They never include software licences, hosting, hardware, third-party fees, travel or expenses. A milestone refund never includes other milestones that were delivered.
- When we refund a milestone or a project, your right to use the custom work we built for it ends.
10. Monthly services
For monthly services such as support plans, bookkeeping and fractional CFO work: if in any month we do not provide the service your plan describes in writing, and we do not put it right within 10 business days of your written notice, we refund that month’s fee. Claim within 30 days of the end of that month.
11. An example
A $30,000 Odoo project, split into five priced milestones: setup and configuration ($6,000), accounting ($8,000), inventory and purchasing ($6,000), data migration ($5,000), and training and go-live ($5,000).
| What happens | Outcome |
|---|---|
| A custom report in accounting is missing, but the figures can be pulled another way. | Goes on the fix list. We fix it at no cost. No refund. |
| Inventory does not do what the quote says, and it still doesn’t 45 days after the claim. | $6,000 refunded. The other milestones stand. |
| Accounting has been used in live operations for 14 days with no written objection. | Counts as delivered. |
| Index World ends the project before the system goes live. | Everything paid to Index World is refunded (not Odoo licences, hosting or travel). |
| Work pauses because invoices are unpaid, or the data was never supplied. | Not covered. |
12. Conditions
- Your account must be up to date, apart from any invoice for the milestone being claimed.
- One claim per milestone. A refund settles the claim for that milestone, and our work on it stops.
- If you dispute a payment with your bank or card company for the same work, your claim under this guarantee for that work ends.
- The guarantee is given to the client named in the quote and cannot be transferred.
- For a milestone that is not delivered, the fix and refund set out here are your sole remedy, to the extent the law allows. Nothing here limits rights you have by law that cannot be limited.
- We may update this page. The version in force on the date you accept your quote is the one that applies to you.
- These terms apply together with your quote. If a signed agreement between us sets different guarantee terms, the signed agreement applies.
Questions
Ask us before you sign. Email sales@indexworld.net or call +1 (302) 520-2225, and we will walk you through how the milestones would work for your project.