Refund & Cancellation Policy

1. Overview

We aim to be clear about cancellations before work or digital access is delivered, and about the limited situations in which refunds apply after delivery. Razorpay facilitates payment collection; refund decisions and initiation are handled by MGPVR Technologies Private Limited.

2. One-time Digital Products

• Before delivery / access: If payment succeeded but the digital product has not yet been delivered or access has not been granted, you may cancel within 24 hours of payment by emailing business@sunraylabsai.com. We will issue a full refund.
• After delivery / access: Once download links, licence keys, or account access have been provided, one-time digital products are non-refundable, because the product can be copied or used immediately.
• Defective or undelivered product: If you do not receive access within the stated delivery window (default 24 hours), or the product is materially different from the description or technically unusable, contact us within 7 days of payment. After verification we will either re-deliver the product or issue a full or partial refund within the timelines in Section 5.
• Duplicate payment: Accidental duplicate charges for the same order are refunded in full after verification.

3. Custom / Project Fees

• Before work starts: If you cancel a custom engagement before we have started work and before any kickoff materials are delivered, you may receive a full refund of amounts paid for that unused phase, requested within 48 hours of payment (or before the scheduled start date, whichever is earlier).
• After work starts: Deposits and fees for work already performed are non-refundable. For multi-milestone projects, you may cancel future unstarted milestones; fees for completed milestones remain payable and are not refunded.
• Our cancellation: If we cancel an engagement for reasons other than your breach of contract, we will refund fees paid for undelivered work, after deducting payment gateway charges already incurred where applicable.
• Change of scope: Scope reductions may result in a credit toward future work or a partial refund of unused prepaid amounts, as agreed in writing.

4. How to Request a Cancellation or Refund

Email business@sunraylabsai.com with:

• Full name and billing email used at payment
• Order ID / invoice number / Razorpay payment ID
• Date and amount paid
• Reason for cancellation or refund, with supporting detail

You may also call +91 99889 91715. We acknowledge refund requests within 2 business days and aim to decide within 5 business days of receiving complete information.

5. Refund Timelines

Refunds are processed to the original payment method only (source refund). We do not issue cash refunds. International cards or certain instruments may take longer depending on the issuing bank.

6. Non-refundable Situations

• Digital products after access or download has been provided (except Section 2 defects).
• Fees for custom work already performed or milestones already delivered.
• Change of mind after you have downloaded, copied, or commercially used the product.
• Failure to meet your own internal deadlines or preference changes unrelated to our delivery.
• Chargebacks filed without first contacting us (see Section 7).

7. Chargebacks & Disputes

Please contact us at business@sunraylabsai.com or +91 99889 91715 before raising a chargeback with your bank. We will work to resolve legitimate issues under this policy. Unwarranted chargebacks may lead to suspension of access and recovery of fees, gateway penalties, and costs where permitted by law.

Registered office: 109/62, GST Road, Maduranthakam, Kanchipuram - 603306, Tamil Nadu, India. Governing law: Laws of India.