Refund & Cancellation Policy

1. Policy Overview

This Refund and Cancellation Policy outlines the terms and conditions for refunds and cancellations of services provided by Sand-Hut India Private Limited. This policy complies with Indian consumer protection laws, payment gateway requirements (including Razorpay), and app store policies (Google Play Store and Apple App Store).

Different refund terms apply to different service categories. Please read the relevant section carefully based on the service you have purchased.

2. Software Development Services

2.1 Custom Software Development

For custom software development projects:

• Before Project Commencement: Full refund available within 7 days of payment
• During Requirements Phase (0-25% completion): 90% refund available
• During Development Phase (26-75% completion): 50% refund available
• During Testing Phase (76-99% completion): 25% refund available
• After Project Completion: No refund available unless critical bugs are not resolved within 30 days

2.2 AI & Business Automation Services

• Consultation Phase: Full refund if cancelled within 24 hours
• Implementation Phase: Partial refunds based on work completed
• Post-Implementation: No refunds, but free bug fixes for 60 days

2.3 Software Products (AdminSuite, Droket, True Ledger)

• Free Trial: 14-day free trial available for all software products
• Subscription Refunds: Pro-rated refunds for annual subscriptions if cancelled within 30 days
• Monthly Subscriptions: No refunds, but cancellation takes effect at next billing cycle
• Technical Issues: Full refund if software is unusable for more than 72 hours

3. Creative Services

3.1 Video Production Services

• Pre-Production Phase: Full refund if cancelled before shoot date (minimum 48 hours notice)
• Production Phase: 50% refund if cancelled during production
• Post-Production Phase: No refund once editing begins
• Final Delivery: Revisions included as per agreement, no refunds post-delivery

3.2 Animation Services

• Concept Development: Full refund if cancelled within 7 days of project start
• Storyboard Phase: 75% refund available
• Animation Production: Partial refunds based on work completed
• Final Rendering: No refunds once final files are delivered

3.3 Creative Workshops

• Online Workshops: Full refund if cancelled 24 hours before start time
• In-Person Workshops: Full refund if cancelled 7 days before event
• Corporate Training: Custom cancellation terms as per agreement
• Materials Provided: No refunds for digital materials once accessed

4. Sports Club Services

4.1 Membership Fees

• Monthly Membership: No refunds, but membership can be paused for medical reasons
• Quarterly Membership: Pro-rated refund available within first 15 days
• Annual Membership: Pro-rated refund available within first 30 days
• Lifetime Membership: Refund available within 30 days, subject to 10% processing fee

4.2 Sports Coaching Programs

• Individual Coaching: 48-hour cancellation notice required for session refunds
• Group Coaching: No individual session refunds, but makeup sessions available
• Intensive Programs: Partial refunds available before 25% completion
• Equipment Rental: Full refund if cancelled before pickup

4.3 Events and Tournaments

• Registration Fees: 90% refund if cancelled 15 days before event
• Late Cancellations: 50% refund if cancelled 7-14 days before event
• Last-Minute Cancellations: 25% refund if cancelled 1-6 days before event
• No-Show: No refund for unattended events

5. Mobile Applications and Digital Products

5.1 App Store Purchases

For purchases made through Google Play Store or Apple App Store:

• Google Play Store: Refund requests must be made within 48 hours through Google Play
• Apple App Store: Refund requests processed according to Apple's refund policy
• In-App Purchases: Subject to respective app store refund policies
• Subscription Services: Managed through app store subscription settings

5.2 Direct Purchases

• Digital Downloads: 7-day refund period if product is defective
• Software Licenses: 30-day money-back guarantee for individual licenses
• Enterprise Licenses: Custom refund terms as per enterprise agreement

6. Refund Process

6.1 How to Request a Refund

1. Contact Support: Email refunds@sandhut.in with your request
2. Provide Information: Include order number, reason for refund, and relevant details
3. Documentation: Provide any required supporting documents
4. Review Process: Allow 3-5 business days for refund request review
5. Refund Processing: Approved refunds processed within 5-7 business days

6.2 Required Information

• Full name and registered email address
• Order/Transaction ID
• Service name and purchase date
• Reason for refund request
• Bank account details for refund processing
• Any relevant screenshots or documentation

6.3 Refund Methods

• Original Payment Method: Refunds processed to original payment source when possible
• Bank Transfer: NEFT/RTGS to provided bank account
• Digital Wallet: Refund to UPI ID or digital wallet
• Credit Note: Store credit for future purchases (when requested)

7. Cancellation Terms

7.1 Customer-Initiated Cancellations

• Written Notice: All cancellations must be in writing (email acceptable)
• Effective Date: Cancellation becomes effective as per specific service terms
• Work Product: Access to work products may be revoked upon cancellation
• Data Retention: Personal data handled as per our Privacy Policy

7.2 Sand-Hut Initiated Cancellations

We may cancel services in the following situations:

• Non-Payment: Services cancelled after 15 days of payment default
• Terms Violation: Immediate cancellation for serious violations
• Technical Issues: Service discontinuation with 30 days' notice
• Force Majeure: Cancellation due to circumstances beyond our control

7.3 Subscription Cancellations

• Auto-Renewal: Cancel at least 24 hours before next billing cycle
• Immediate Cancellation: Account remains active until current period ends
• Data Export: 30 days to export your data before account deletion
• Reactivation: Cancelled subscriptions can be reactivated within 90 days

8. Payment Gateway Specific Terms

8.1 Razorpay Payments

• Processing Time: Refunds processed within 5-7 business days
• Transaction Fees: Payment gateway fees are non-refundable
• Failed Transactions: Auto-refunded within 7-10 business days
• Dispute Resolution: Follow Razorpay's dispute resolution process

8.2 UPI and Digital Wallet Refunds

• UPI Refunds: Instant to 24 hours processing time
• Wallet Refunds: Processed according to wallet provider policies
• Bank Verification: May require bank account verification

8.3 International Payments

• Currency Conversion: Refunds subject to exchange rate fluctuations
• Processing Time: 10-15 business days for international refunds
• Additional Fees: Bank charges may apply for international transfers

9. Special Circumstances

9.1 Medical/Emergency Situations

• Medical Certificate: Required for medical emergency refunds
• Sports Club: Membership freeze option available for medical reasons
• Family Emergency: Case-by-case evaluation for compassionate refunds

9.2 Technical Failures

• Service Outages: Pro-rated refunds for extended outages
• Data Loss: Full refund if we cannot recover your data
• Performance Issues: Refund or service credit for poor performance

9.3 Fraudulent Transactions

• Fraud Reporting: Report fraudulent transactions within 48 hours
• Investigation Process: Full cooperation required during investigation
• Resolution: Refunds processed upon fraud confirmation

10. Exclusions and Limitations

10.1 Non-Refundable Items

• Setup fees and one-time charges
• Domain registration and renewal fees
• Third-party service fees (hosting, SMS, etc.)
• Completed custom work products
• Expired memberships and subscriptions
• Services consumed in full

10.2 Refund Limitations

• Time Limits: All refund requests must be made within specified timeframes
• Usage Restrictions: Excessive usage may disqualify refund eligibility
• Partial Services: No refunds for partially used services unless specified
• Change of Mind: Personal preference changes do not qualify for refunds

11. Dispute Resolution

11.1 Internal Resolution

1. Customer Support: First level resolution through customer support
2. Escalation: Unresolved issues escalated to management
3. Review Committee: Complex cases reviewed by internal committee
4. Final Decision: Management decision on disputed refunds

11.2 External Resolution

• Consumer Forum: Approach consumer protection forums for unresolved disputes
• Banking Ombudsman: For payment-related disputes
• Legal Proceedings: As per Terms of Service

12. Contact Information

For all refund and cancellation requests, please contact us: