Cancellation
Policy

2. Legal Framework & Definitions

This Policy is framed under the Indian Contract Act, 1872 (offer, acceptance, consideration and obligations), the Consumer Protection Act, 2019 (where applicable in B2C contexts), the Information Technology Act, 2000 (validity of electronic records and communications), and the GST framework (tax treatment, credit/debit notes). All references to statutes include amendments and re-enactments. Nothing herein restricts statutory rights that cannot be waived, but all cancellations must comply with the procedures and cost-recovery rules in this Policy.

Key terms: “Cancellation” means a Client-initiated request to call off an order-fully or partially-before completion; “Partial Cancellation” means reducing scope, quantity, modules, or eliminating specific visits within a larger service; “Committed Costs” include engineering time, surveys, materials, fabrication, vendor bookings, logistics, storage and manpower allocation already incurred or irrevocably committed prior to cancellation; “Work Commencement” includes any of survey scheduling, engineering kickoff, procurement/fabrication, dispatch planning, or site mobilization.

3. General Rules for Cancellations

• Written Only: We accept cancellation requests only in writing from the Client’s registered email or on official letterhead to contact@rolan.in, quoting PO/invoice details.
• Subject to Approval: A request is not deemed accepted until the Company issues a written acknowledgement outlining applicable deductions and the effective date.
• Cost Recovery: All cancellations are subject to recovery of Committed Costs, administrative fees and, where applicable, overheads for allocation/opportunity loss.
• No automatic refunds: This Policy governs cancellations only. Refunds (if any) are processed under the Refund Policy and GST rules via credit/debit notes as allowed by law.
• Timelines matter: Deductions increase as a project advances from survey to mobilization and commissioning.

4. Full Project Cancellations (Installation Projects)

Before Work Commencement: If you request a full cancellation within 48 hours of order confirmation and before any survey/engineering/procurement action, we may consider acceptance subject to administrative charges (typically up to 10% of project value) and any third-party bookings already made. Evidence of no commitment is required.

After Work Commencement: Once survey/engineering begins or materials are indented/fabricated, cancellation is generally disfavored. If accepted, we will deduct all Committed Costs (materials at actuals, fabrication, vendor cancellation charges, logistics, storage), plus 15–25% overhead of the net project value to cover allocation and opportunity cost. If site mobilization or commissioning has started, cancellation requests are typically rejected; in rare cases, demobilization and restoration charges will also apply.

Custom/Non-standard items: Where the project includes bespoke tanks, skids, panels, or membranes, cancellations are ordinarily not permitted after fabrication/indent. If allowed, custom items remain billable at 100%.

5. Partial Cancellations (Components/Scope)

We recognize operational realities may require trimming scope-e.g., removing certain accessories, downgrading capacity, or deleting optional modules. Partial cancellations follow these principles:

• Like-for-like deduction is not guaranteed: Scope reduction does not imply linear cost reduction; integrated designs and procurement economics may limit credit.
• Committed Costs first: Any credit is computed after recovering Committed Costs tied to the cancelled portion (including design hours).
• Minimum administrative fee: 10–15% on the cancelled portion may apply to cover re-engineering, documentation and vendor rework.
• Schedule impact: Partial cancellations often require re-approval of drawings and timelines; delays arising therefrom are not Company default.

6. Rental Service Cancellations (RO on Rent)

Lock-in & Notice: Rental agreements typically carry a lock-in period (e.g., 24 months) and a notice period (e.g., 3 months) post lock-in. A cancellation inside the lock-in is ordinarily disallowed; if accepted at our discretion, Client remains liable for rentals for the shorter of (i) remaining lock-in or (ii) agreed liquidated amount, plus demobilization, retrieval and restoration.

Mid-cycle cancellations: The current month’s rental is fully payable once the cycle starts. Future cycle cancellations will be aligned to the end of a billing period, subject to notice and clearance of dues.

Assets & condition: On cancellation approval, the Client must allow access to retrieve equipment. Damages, missing parts or extraordinary wear are chargeable at actuals (to be adjusted against any deposit).

7. AMC & Scheduled Visit Cancellations

Full AMC cancellations: Once an AMC term begins (first visit scheduled/reserved), cancellation is ordinarily not accepted. If allowed before any visit/spares reservation, administrative fees and cost of mobilization planning will apply; any advance adjustments are governed by the Refund Policy.

Partial cancellations (specific visits): A visit cancelled with ≥ 72 hours written notice may be rescheduled once without charge (subject to engineer availability). < 72 hours notice will attract a visit cancellation charge (up to 50–100% of the visit fee) including any non-refundable travel bookings.

Emergency/priority slots: Cancellations after dispatch of the team or issuance of priority tokens are fully chargeable.

8. Consumables, Spares & Custom Fabrications

Orders for membranes, filters, chemicals, and standard spares may be cancelled only before procurement/dispatch. Once procured or shipped, cancellations are not accepted. Custom-fabricated items and made-to-order components are non-cancellable after approval/indent.

9. Notice Periods & Effective Dates

Cancellations take effect on the date the Company issues a written acknowledgement, not the date the Client sends the request. Where the contract specifies a longer notice, that prevails. If multiple parties are involved (landlord, facility, contractor), the Client remains responsible for coordination and timely access to allow safe demobilization.

10. Charges, Deductions & Cost Recovery

On any accepted cancellation, the Company will compute deductions including: (i) Committed Costs at actuals (supported by POs/invoices), (ii) administrative fee (10–20%) to cover project control, documentation and vendor management, (iii) overhead (15–25%) in installation projects where significant allocation/opportunity loss occurs, and (iv) demobilization, site restoration and logistics if mobilized. Taxes are handled per Section 10 of the Refund Policy and prevailing GST rules.

11. Process: Request, Documents, Approvals

1. Submit Written Request: Email contact@rolan.in with PO/invoice references, scope you wish to cancel (full/partial), and reasons.
2. Attach Evidence: Site photos (if relevant), schedule constraints, internal approvals, and any change orders.
3. Company Review: We verify stage of work, vendor bookings, materials, and manpower allocation; clarifications may be sought.
4. Decision Letter: If accepted, we send an approval letter setting the effective date, deductions, and next steps (demobilization, retrieval, etc.).

Field supervisors cannot authorize cancellations. Only written decisions from official Company email domains or letterhead are valid.

12. Rescheduling vs. Cancellation

If your constraints are temporary, we encourage rescheduling rather than cancellation. Rescheduling is generally more economical and helps preserve continuity. Reschedules are subject to engineer availability and may carry a nominal fee if repeated or if < 72 hours notice is given.

13. Company-Initiated Cancellations

We may cancel an engagement where: (i) the Client fails to provide safe access, utilities, or essential prerequisites; (ii) repeated non-payment/default occurs; (iii) fraudulent or unlawful use is suspected; or (iv) regulatory/environmental risks arise. In such cases, we may demobilize and compute dues under cost recovery rules. Any advance handling follows the Refund Policy and governing contract.

14. Force Majeure & External Constraints

Events beyond reasonable control (natural disasters, strikes, government restrictions, supply-chain shocks) do not create free cancellation rights. Parties shall cooperate to adjust schedules and mitigate impact. If continuation becomes impossible, a fair close-out will be performed with documentation of Committed Costs.

15. Fraud, Abuse & Misuse

Misrepresentation, chargeback abuse, tampering with records, or willful obstruction of retrieval will lead to immediate rejection of cancellation, blacklisting, recovery actions, and legal remedies including damages and costs as permitted under Indian law.

16. Disputes, Arbitration & Jurisdiction

Parties shall first attempt resolution by good-faith negotiation within 30 days of written notice. Failing that, disputes shall be referred to arbitration under the Arbitration and Conciliation Act, 1996, with a sole arbitrator mutually appointed; seat/venue Pune, Maharashtra; language English. Subject to arbitration, courts at Pune shall have exclusive jurisdiction.

17. Contact & Grievance Redressal

Address cancellation-related concerns to the Grievance Officer at the email above. We acknowledge within 7 working days and aim to resolve within 30 working days, subject to cooperation and documentation.