Refund & Cancellation Policy

Last updated: January 28, 2025

Overview

At Santhaagat Solution Private Limited, we strive to ensure customer satisfaction with all our products and services. This Refund and Cancellation Policy outlines the terms and conditions under which refunds and cancellations are processed for different types of products and services we offer.

Digital Products (Software & Games)

Refund Eligibility

Due to the digital nature of our software products and games, refunds are generally not available once the product key has been delivered or the software has been downloaded. However, we may consider refunds in the following exceptional circumstances:

  • Technical issues that prevent the software from functioning as described, and our support team is unable to resolve the issue within 7 days
  • The product key provided is invalid or already used (we will verify and provide a replacement or refund)
  • Duplicate purchase made by mistake (must be reported within 24 hours)
  • Unauthorized transaction (subject to verification)

Non-Refundable Cases

Refunds will NOT be provided in the following situations:

  • Change of mind or buyer's remorse
  • Incompatibility with your system (when minimum requirements are clearly stated)
  • Poor performance due to your system not meeting minimum requirements
  • Product key has been activated or used
  • Software has been downloaded (unless proven defective)

Custom Software Development Services

Cancellation Policy

For custom software development projects, cancellations and refunds are handled as follows:

  • Before Project Commencement: Full refund of any advance payment if cancelled before work begins
  • During Development (First 25% completion): Refund of 75% of the total project cost after deducting work completed
  • During Development (25-50% completion): Refund of 50% of the total project cost after deducting work completed
  • After 50% Completion: No refund available; client must pay for all work completed to receive project files
  • After Project Delivery: No refunds; only support and maintenance as per agreed terms

Refund Process & Timeline

If your refund request is approved, we will process it according to the following timeline:

Step 1: Request Submission

Submit your refund request through our contact form or email with order details and reason for refund.

Step 2: Review

Our team will review your request within 2-3 business days and may contact you for additional information.

Step 3: Approval

Once approved, you will receive a confirmation email with the expected refund timeline.

Step 4: Processing

Refund will be processed to your original payment method within 5-10 business days.

Payment Gateway Processing

Please note that after we initiate a refund:

  • Credit/Debit Cards: 5-10 business days for the amount to reflect in your account
  • UPI/Net Banking: 3-5 business days for the amount to reflect in your account
  • Digital Wallets: 2-4 business days for the amount to reflect in your wallet
  • The actual time may vary depending on your bank or payment provider

Exchange & Replacement Policy

For defective or invalid product keys, we offer:

  • Immediate replacement of the product key at no additional cost
  • Option to exchange for a different product of equal or lesser value
  • Store credit for future purchases if replacement is not available

Conditions & Important Notes

  • All refund requests must be made in writing via email or our contact form
  • We reserve the right to request proof of purchase and additional verification
  • Fraudulent refund requests may result in account suspension and legal action
  • This policy is subject to change; the version applicable is the one in effect at the time of purchase
  • For disputes, our decision shall be final and binding

Contact Us for Refund Requests

For any refund or cancellation requests, please contact our support team:

  • Email: santhaagatsolutions@gmail.com
  • Phone: +91 7289827953
  • Or visit our Contact Page

Please include the following in your refund request:
Order number, purchase date, product name, reason for refund, and any supporting documentation (screenshots, error messages, etc.)