Refund & Cancellation Policy

1. Quick summary

The table below is a summary for convenience. The detailed sections that follow are what actually govern your purchase.

2. Business system licences

Template licences are digital goods delivered instantly. Once you download the files, we cannot take them back, so the refund right is tied to whether you have downloaded them.

Before you download

If you have purchased a licence but not yet downloaded any release of the template, you may cancel for a full refund within 14 days of purchase. We check the download log attached to your entitlement to confirm this.

After you download

Once a download has been recorded against your entitlement, the licence is considered delivered and consumed, and is not refundable. This is standard for digital goods and is the reason we provide live previews and full specifications before purchase.

3. Deployment services

Deployment add-ons are one-time services where we configure and launch your site. Because they consume engineer time, refunds depend on how much work has already happened.

• Before we begin: cancel for a full refund at any time before we start work.
• Work in progress: we refund the unused portion, pro-rated against the work completed. We will send you a written breakdown before processing.
• After handover: once the site is live and handed over, the service is complete and non-refundable.

If a deployment fails for reasons within our control and we cannot resolve it, you receive a full refund of the deployment fee.

4. Cayanide Care subscriptions

Cayanide Care is a recurring maintenance plan billed monthly or annually through Razorpay under an e-mandate you authorise at signup.

Cancelling

You can cancel at any time from your account, or by emailing us. Cancellation stops all future renewals. Your plan stays active until the end of the period you have already paid for, and you keep full access until then.

Refunds

We do not refund the current billing period, because the service was available to you throughout it. There are two exceptions:

• Accidental renewal: if you are charged for a renewal you intended to cancel, tell us within 7 days of the charge and we will refund it in full.
• Sustained outage: if we fail to deliver the plan's committed services for more than 72 consecutive hours due to our own fault, you can claim a pro-rated credit or refund for the affected period.

5. NAS hardware

Physical hardware may be returned within 7 days of delivery if it is unused, undamaged, and in its original packaging with all accessories.

• Return shipping is paid by you unless the item arrived damaged, faulty, or was not what you ordered.
• Items showing physical damage, missing components, or signs of installation may be refused or subject to a restocking deduction.
• Custom-configured builds are non-returnable once assembly has started, unless they are faulty.
• Faulty hardware is covered by the manufacturer warranty stated on your invoice, which is separate from this returns window.

Once we receive and inspect a returned item, we notify you of the outcome within 3 business days.

6. How to request a refund

Raise a request through our contact form and choose "Billing", or reply directly to your order confirmation email. Please include:

• Your order number or invoice number
• What you bought and when
• The reason for the request
• For hardware, photographs of the item and its packaging

You will get an enquiry reference immediately, and you can follow the status at any time on the tracking page. We acknowledge every request within 1 business day and aim to reach a decision within 5.

7. Refund processing times

Approved refunds go back to the original payment method through Razorpay. We cannot refund to a different card, account or method.

We initiate the refund within 2 business days of approving it. The times above are how long your bank or provider then takes, which is outside our control. GST charged on a refunded order is refunded with it, and we issue a credit note for your records.

8. Exceptions

The following are not refundable:

• Licences where the template has been downloaded, except where defective as described in section 2
• Deployment services that have been completed and handed over
• Subscription periods that have already elapsed, except as described in section 4
• Third-party costs we paid on your behalf, such as domain registrations, once they are non-reversible
• Purchases where we find evidence of licence redistribution or other breach of the Terms of Service

9. Disputes

If you disagree with a refund decision, reply on your enquiry reference and ask for it to be escalated. A second reviewer who was not involved in the original decision will look at it and respond within 7 business days.

We would much rather resolve a dispute directly than have you raise a chargeback, which is slower for you and costlier for both of us. Nothing in this policy limits rights you have under the Consumer Protection Act, 2019 or other applicable Indian law.