The Resolution Protocol & Guarantee Policy

Effective Date: November 2025 Operator : Kraftrs (A Venture by Reskope Innovations Pvt. Ltd.)

1. The “24-Hour or Free” Guarantee

Kraftrs guarantees that any service labeled as an “Emergency Fix” or “Triage Protocol” will be resolved within 24 hours of the Project Activation Time. If we fail to deliver a Resolution (as defined in Section 3) within this window, the client is eligible for a 100% Refund.

2. Project Activation Time (The “Clock”)

The 24-hour countdown DOES NOT begin immediately upon payment. The timeline activates only when ALL of the following conditions are met:

  1. Payment Clearance: 100% of the invoice value is received.
  2. Access Granted: The client has provided full Collaborator Access, API Keys, or Admin Credentials required for the fix.
  3. OTP Verification: If Two-Factor Authentication (2FA) is enabled, the client is available to provide the OTP immediately.

If the Kraftrs Engineering Team is waiting for client credentials or OTPs, the 24-hour timer is PAUSED.

3. Definition of “Resolution” (Crucial)

A support ticket is considered “Resolved” and the fee is earned when ONE of the following outcomes is achieved:

  • A) Technical Rectification: The reported bug, error, or crash is fixed, and the system performs as expected.
  • B) Root Cause Diagnosis (Third-Party Limitation): If the issue is caused by a Third-Party Platform (e.g., Shopify Servers Down, Razorpay Ban, Hosting Limit, App Developer Bug), Kraftrs will provide a Technical Root Cause Report proving the issue is external.
    • Note: Providing this proof counts as a successful Resolution, as it identifies the problem. We cannot fix servers we do not own.
  • C) Client Limitation: If the fix requires a paid app/theme upgrade and the client refuses to purchase the necessary asset, the diagnosis is considered the Resolution.

4. Scope of Work (The “Single Issue” Rule)

The Guarantee applies strictly to the Single Issue described in the paid invoice.

  • Example: If you pay to fix “Checkout Button,” and we fix it, but then you notice “Image Loading” is slow, the Image issue is a New Ticket.
  • “While You Are There”: Any additional requests made after the work begins are treated as separate billable events and do not pause the original timer.

5. Code Integrity & Client Interference

The Guarantee is VOID (Null & Void) if:

  • The client or another developer makes code changes to the site while Kraftrs is working on it.
  • The client revokes access permissions before the work is marked complete.
  • The client restores a backup version of the site, erasing Kraftrs’ work.

6. The “Discharge” & Verification Window

Once the fix is deployed, Kraftrs will send a “Mission Complete” message with Video Proof or Screenshots.

  • The client has a 2-Hour Verification Window to check the fix.
  • If no objection is raised within 2 hours, the ticket is auto-closed as SUCCESSFUL, and the Guarantee period ends.
  • Why this exists: To prevent clients from ghosting us for days and then asking for a refund later.

7. Refund & Credit Logistics

In the rare event Kraftrs fails to meet the timeline or resolution criteria:

  1. Option A (Store Credit): The client may choose 120% Store Credit valid for any future service (e.g., Pay ₹5,000, get ₹6,000 credit). This is processed instantly.
  2. Option B (Cash Refund): A 100% Cash Refund will be processed to the original payment source.
    • Timeline: Refunds typically reflect in 5-7 business days depending on bank/gateway protocols.