Refund Policy

2. Scope, Definitions & Interpretation

Scope. This Policy applies to all monetary considerations received by the Company in India for RO plant installation projects, rentals with O&M, AMCs, emergency services, consumables, spares, and lab testing rendered by or through the Company. It covers advances, security deposits, milestone payments, monthly rentals, AMC fees, call-out charges, and taxes collected on behalf of the Government.

Key Definitions. For clarity, “Advance” means money paid prior to the start of engineering/procurement/dispatch; “Security Deposit” means a refundable collateral to secure performance or asset safety, subject to deductions; “Committed Costs” means actual or reasonably encumbered costs for engineering, site survey, fabrication, procurement, logistics, manpower scheduling, third-party services, and statutory fees; “Work Commencement” includes any of: survey/engineering kickoff, purchase of materials, workshop fabrication, dispatch planning, site mobilization, or allocation of dedicated manpower; “Written Communication” means emails from official Company domains or letters on Company letterhead countersigned by an authorized signatory.

Interpretation. Headings are for convenience only and do not affect interpretation. Singular includes plural and vice versa. References to statutes include amendments and re-enactments. Any discretion reserved to the Company shall be exercised in good faith, applying reasonableness while prioritizing contractual certainty and cost recovery.

3. Legal Basis Under Indian Law

This Policy is framed under the principles of the Indian Contract Act, 1872 (offer, acceptance, consideration, and consequences of breach); the Consumer Protection Act, 2019 (as applicable to B2C contexts; B2B transactions are usually outside its scope); the Information Technology Act, 2000 and relevant Rules (validity of electronic communications and records), and the Goods and Services Tax (GST) framework (treatment of taxes, credit/debit notes, and adjustments). Where a signed contract specifies a different refund stance, that document governs, subject to mandatory legal requirements.

Nothing in this Policy restricts any statutory rights that cannot be waived by agreement. However, refunds remain subject to objective verification of facts, evidentiary documentation, and satisfaction of conditions specified herein.

4. Core Refund Principles

• Strict Default: Payments are non-refundable once Work Commencement occurs.
• Partial Refunds by Communication: Limited, discretionary partial refunds may be considered if and only if the Client requests in writing and the Company acknowledges in writing that a partial refund is appropriate after deducting Committed Costs, administrative charges, and statutory levies.
• Evidence-Driven: Decisions rely on timestamps, purchase logs, service reports, timesheets, and third-party invoices to quantify Committed Costs.
• Proportionality: Any approved refund reflects the difference between Client payments received and the Company’s Committed Costs plus a reasonable overhead for allocation and opportunity cost.
• Taxes: GST components are refunded or adjusted only as per GST law via credit/debit notes where permissible; otherwise GST paid remains non-refundable.
• No Cash: Refunds, if approved, are processed via bank transfer to the original payer’s account after KYC verification.

5. Eligibility Matrix by Service Model

5.1 Installation (Supply, Erection & Commissioning)

Before Work Commencement and within 48 hours of order confirmation: subject to written request, up to 80% of the Advance may be considered for refund, less administrative charges (up to 10%) if no engineering slot or material has been blocked. If engineering slot is booked or survey is scheduled, deductions for planning time apply. Once materials are indented or procured, corresponding deductions become substantial.

After Work Commencement: refund is ordinarily not permissible. In rare cases, the Company may approve a partial refund after (i) recovery of all Committed Costs (materials, fabrication, logistics, survey man-hours, design, storage), (ii) 15–25% overhead on the net project value for allocation/opportunity loss, and (iii) demobilization charges where applicable.

5.2 Rental with Operations & Maintenance (O&M)

Monthly rentals and deposits are structured to cover equipment ownership risk, uptime commitments, and regular consumables. Rentals already billed or the current month’s cycle are non-refundable. Advance rentals for future months may be reviewed if the Company has not yet mobilized consumables or manpower schedules; any approval is subject to deductions for (i) manpower allocation, (ii) logistics, (iii) preventive kits reserved, and (iv) administrative costs. Security Deposits remain refundable (see Section 6) post asset inspection and adjustment of dues/damages.

5.3 Annual Maintenance Contracts (AMC)

AMC fees are priced assuming a full-term service plan. Once AMC starts (first scheduled visit or spares reservation), fees are non-refundable. If a Client prepays for multiple months and seeks discontinuation prior to first service activity, the Company may consider partial refund after deducting (i) onboarding/admin charges, (ii) travel planning, (iii) spares reservation, and (iv) notional overhead (up to 20%) to cover capacity blocking.

5.4 Emergency Visits, Call-outs & Testing

Call-out charges, emergency fees, and lab/testing fees are non-refundable once a slot is confirmed or a sample is collected. If the Client cancels after dispatch of the team or couriering of kits, the full charge remains payable.

5.5 Consumables & Spares

Consumables and spares invoiced for a specific site are procured against that requirement. As a rule, they are non-refundable post procurement/dispatch. In exceptional cases where unopened items can be re-stocked, a restocking deduction (15–35%) plus logistics will apply, subject to inspection and shelf-life checks. Custom-fabricated parts are strictly non-returnable and non-refundable.

6. Advances, Security Deposits & Non-Refundables

Advances enable engineering kick-off, scheduling and procurement. They are typically non-refundable after Work Commencement. Prior to commencement, partial considerations may be reviewed per Section 5.1.

Security Deposits (primarily for rentals) are refundable after (i) complete settlement of outstanding invoices, (ii) physical inspection of equipment and accessories, and (iii) deduction for damages/losses, missing parts, cleaning, or extraordinary wear. Assessment is documented in a handback report. If recovery exceeds deposit, the Client shall pay the difference within 7 working days.

Non-Refundables. The following are always non-refundable: site surveys already performed; engineering time; drawings delivered; third-party statutory fees; special-order/custom parts; perishable consumables opened; logistics already incurred; expediting fees; emergency premiums; and administrative charges communicated in the quotation/contract.

7. Stages of Work & Cost Recovery Rules

To ensure a fair and consistent approach, the Company maps requests to objective stages. Illustratively:

• Stage A – Pre-survey: minimal costs; admin fee up to 10% may apply.
• Stage B – Survey/Design Booked: survey man-hours and travel retained; admin 10–15% plus any third-party bookings.
• Stage C – Procurement/Fabrication: material at actuals (with evidence) + storage/handling + 15–25% overhead for allocation/opportunity cost.
• Stage D – Dispatch/Mobilization: logistics at actuals + manpower allocation + demobilization; refund typically not feasible.
• Stage E – On-Site/Commissioning: strictly non-refundable save for Company default (Section 12).

8. Request Process, Documents & Approvals

1. Written Request: Email contact@rolan.in from the registered address with PO/invoice reference, site details, reason, and desired outcome.
2. Supporting Evidence: Attach order documents, payment proofs, and any site correspondence.
3. Internal Review: Company compiles Committed Costs (material, labor, logistics, third-parties) and prepares a cost sheet.
4. Clarifications: Additional data may be requested; non-response for 10 working days may pause evaluation.
5. Decision: A written decision is shared. If approved, a refund note is issued outlining deductions and the net refundable amount.

Only decisions issued on Company letterhead or from official domains are valid. Field staff or technicians cannot authorize refunds.

9. Assessment Timelines & Communication

Acknowledgement within 7 working days; evaluation typically within 15–30 working days, depending on document completeness and third-party reconciliations. Complex fabrication or multi-vendor projects may require additional time; you will be kept informed through email updates.

Silence or delay shall not be deemed acceptance. Approved refunds are processed per Section 10 after KYC verification.

10. Mode of Refund, Banking & GST Treatment

Mode: NEFT/RTGS to the original payer’s bank account; no cash refunds. KYC may be requested. Third-party transfers are not permitted.

GST: If GST has been paid and the underlying supply is reversed/partially reversed per law, a credit note may be issued and tax adjusted in subsequent returns, subject to statutory timelines. If reversal is not permissible, the GST component is non-refundable. The refund note will clearly distinguish taxable value and tax components.

Processing Time: Upon approval, banking completion typically within 7–15 working days, subject to banking networks and compliance checks.

11. Price Revisions, Partial Credits & Set-Offs

In lieu of cash refund, the Company may, at its discretion, offer service credits adjustable against future AMC visits, consumables, or rentals within a specified validity (typically 6 months). Credits cannot be encashed and lapse if unused. Where the Client has other overdue invoices, the Company may set-off approved refund amounts against those dues first.

12. Exceptions, Force Majeure & Company Default

Force Majeure: Delays or non-performance due to events beyond reasonable control (natural disasters, strikes, government actions, supply chain disruptions) do not create refund entitlement. Schedules will be reasonably adjusted.

Company Default: If the Company is in clear material default (e.g., complete non-performance without lawful excuse) and fails to cure within a reasonable period after written notice, a pro-rata refund may be considered for the unexecuted portion, net of Committed Costs demonstrably incurred before notice and subject to the limitations and procedures herein.

13. Fraud, Bad Faith & Abuse of Policy

Misrepresentation, chargeback abuse, or tampering with evidence will result in immediate rejection, potential blacklisting, recovery actions, and legal remedies including costs and damages as permitted under Indian law.

14. Dispute Resolution & Jurisdiction

Parties shall first attempt amicable resolution through written correspondence. Failing resolution within 30 days, disputes shall be referred to arbitration under the Arbitration and Conciliation Act, 1996, with a sole arbitrator mutually appointed; venue Pune, Maharashtra; proceedings in English. Subject to arbitration, courts at Pune shall have exclusive jurisdiction.

15. Privacy, Confidentiality & Records

Refund requests may involve processing personal data (KYC, bank details, contact persons). Such data is handled per our Privacy Policy and the Information Technology (Reasonable Security Practices and Procedures) Rules, 2011. Communications and decisions are archived to ensure auditability, fraud prevention, and statutory compliance.

16. Changes to this Refund Policy

We may revise this Policy to reflect operational, legal or regulatory changes. The latest version will be posted on this page with an updated “Last updated” date. Continued engagement after changes constitutes acceptance.

17. Contact & Grievance Redressal

For refund-related concerns, write 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.