Refund and cancellation policy

What can be cancelled, what can be refunded, and what genuinely cannot — with the reason in each case, so you can tell in advance which one you are in.

Awaiting legal review

This document describes how this business actually operates and is drafted against Indian law as it applies to a business-to-business reseller. It is not legal advice, and it has not yet been reviewed by the company's own adviser.

Two commercial defaults here should be confirmed before publication: refunds are stated as being processed within 10 business days of approval, and cancellation before provisioning is stated as free of charge. Both are conservative and can be edited in the admin panel.

To remove this notice once the document has been approved, open the page in the admin panel and delete this block.

The principle

A software licence is not a product on a shelf. When we provision one, it is issued in your organisation's name — a key generated against your details, or a subscription created in your tenant — and it is registered with the publisher as yours. At that point it cannot be returned to stock, cannot be resold, and in most programmes cannot be cancelled by us at all.

So the dividing line for almost everything below is provisioning, not payment and not delivery of an invoice. Before we provision, cancelling is straightforward. After we provision, what is possible depends on the publisher's own rules, and we will tell you what those are for your specific order.

We would rather you did not order the wrong thing than have to unwind it afterwards. If you are unsure whether a licensing model fits, ask before the purchase order — that conversation costs nothing.

Cancelling before provisioning

This is the window in which cancellation is simple.

Before we accept your purchase order

Withdraw it at any time, for any reason, at no cost. No contract has been formed.

After acceptance but before provisioning

Tell us in writing and we will cancel free of charge, provided we have not yet placed the order with the publisher. Anything you have paid is refunded in full.

After we have placed it with the publisher

We will ask the publisher to cancel. Where they agree, you pay only any charge they levy on us. Where they do not, the order stands.

Where we cancel

If we decline or cannot fulfil an order — a publisher withdraws a product, eligibility cannot be verified — you are refunded in full, including anything already paid.

Subscription licences

Subscriptions are sold on the publisher's own commitment terms — typically an annual or monthly term, sometimes with a short cancellation window at the start.

Microsoft's CSP programme, for example, allows a subscription to be cancelled within a limited number of days of purchase; after that the term is committed for its full duration. Adobe, Autodesk and Zoho each have their own rules. The window that applies to your order is stated on your quotation, because it is the publisher's rule and not ours, and it changes.

Within a cancellation window that the publisher honours, we pass the refund through to you in full, less nothing.

Outside it, a subscription runs to the end of its committed term. You can usually stop it from renewing — tell us at least fifteen days before the renewal date and we will set it not to renew. Reducing seat count mid-term is possible in some programmes and not in others; the quotation says which.

Perpetual licences and licence keys

Once a key has been issued or a download made available against your details, a perpetual licence is not returnable. This is the publisher's rule, universally, and there is no version of it we can waive: the key exists, it is registered to you, and it cannot be un-issued.

If a key does not work, that is a fulfilment problem and not a refund question — tell us and we will get you a working one at our cost.

Cloud consumption

Consumption-based services — Azure, AWS and similar — are billed for what was actually used, in arrears. Usage that has occurred cannot be refunded, by us or by the provider.

If you believe consumption was caused by an error in a configuration we delivered, raise it with us. Where the fault is ours, we will pursue a credit with the provider and cover the shortfall.

We will help you set spending limits and budget alerts. Ask before, not after.

Hardware

Hardware is covered by the manufacturer's warranty, which is stated on the quotation along with its duration and whether it is on-site or return-to-base.

Dead on arrival or damaged in transit: tell us within 48 hours of delivery, with photographs of the packaging and the unit. We handle the replacement.
A fault within the warranty period: we will help you raise it with the manufacturer and chase it.
Change of mind: unopened, undamaged and in original packaging, we will ask the distributor to take it back. Where they agree, a restocking charge usually applies and is passed on at cost. Configured-to-order and custom-built items cannot be returned at all.

Professional and managed services

Before work starts: cancel with written notice and nothing is charged, unless the engagement letter says otherwise.
After work starts: work already performed is chargeable, at the rate or milestone value in the engagement. We will tell you what has been done and what it comes to.
Managed services on a term: cancellation and notice are set out in the service agreement, which governs over this page.
Where we have not delivered what was agreed: tell us. We will put it right at our cost, and where we cannot, we will refund the part not delivered.

When the mistake is ours

If we supply the wrong product, the wrong quantity, or a licence that does not match the quotation you accepted, that is our error and it costs you nothing to fix. We will correct it — replacing, re-provisioning or refunding as appropriate — and we will not ask you to bear a publisher charge caused by our mistake.

The same applies to a duplicate payment, or a payment taken against an invoice that was later cancelled: it is refunded in full without you having to argue for it.

How to request a cancellation or refund

Write to us with the order or quotation reference, what you want cancelled or refunded, and why. Use the contact form, or reply on the email thread the order was placed through.

We will acknowledge within two business days and tell you what is possible for your specific order, including any publisher charge, before anything is actioned.

Approved refunds are made to the bank account the original payment came from, and are processed within 10 business days of approval. We do not refund to a different account than the one that paid, which protects both of us.

If you are not satisfied with the outcome, escalate through the grievance process below.

Grievance redressal

If something has gone wrong and the team handling your account has not put it right, this is who to escalate to. We acknowledge a grievance within 48 hours of receiving it and aim to resolve it within one month, as required of an online seller under the Consumer Protection (E-Commerce) Rules 2020.

Details requiring configuration before launch. An online seller in India must publish a named grievance officer and their contact details. That appointment has not been configured for this deployment. Nothing here substitutes invented company information — unset values are simply omitted.

Postal address: 407, 4th Floor, Pearl Business Park, Netaji Subhash Place, Pitampura, New Delhi, Delhi 110034, India

Please include your quotation or order reference, the name of your organisation, and what outcome you are looking for. A grievance raised without a reference takes longer to trace.

A question about this document

If anything here is unclear, or conflicts with a quotation or agreement you already hold, tell us before you act on it. Where a signed agreement and this page disagree, the agreement governs.