Refund & Cancellation Policy

1. Scope and nature of supply

This Policy applies to all Goods and Services supplied by AQUASTAG Technologies LLP (“the Company”) and forms part of our Terms & Conditions. In the event of conflict, the accepted written quotation prevails, followed by the Terms & Conditions, followed by this Policy.

The Website does not operate an online store and does not accept online payments. All supply arises from a written quotation issued by the Company and accepted by the Client. Accordingly, this Policy governs contractual cancellation rather than consumer-facing e-commerce returns.

Clients should note that the majority of our supply consists of custom-engineered plant sized against a specific water analysis and duty. Such equipment is manufactured to order, is not held in stock, and generally cannot be resold to another client. The cancellation terms below reflect that commercial reality.

2. Cancellation by the Client

A request to cancel must be made in writing to info@aquastag.com and is effective only upon written acknowledgement by the Company. Cancellation charges are applied by reference to the stage reached at the date of acknowledgement:

• Before commencement of design or procurement — cancellation is accepted with a deduction limited to documented administrative and engineering costs actually incurred, not exceeding ten percent (10%) of the order value.
• After commencement of design or procurement, before manufacture — the Company shall be entitled to recover all costs actually incurred, including design effort, engineering hours, cancellation charges levied by suppliers, and non-returnable materials procured, together with a reasonable contribution to overheads.
• After commencement of manufacture or fabrication — cancellation is at the sole discretion of the Company. Where accepted, the Client remains liable for the full cost of work performed and materials committed, and for restocking or scrap charges.
• After despatch from our works — orders cannot be cancelled. Any return is governed by Clause 4 below.

Advance payments are non-refundable to the extent that costs have been incurred or commitments entered into by the Company against them. Any balance remaining after such deduction will be refunded in accordance with Clause 6.

3. Cancellation by the Company

The Company may cancel or suspend an order by written notice where: (a) the Client fails to make payment when due; (b) site conditions or feed water characteristics are found to differ materially from those disclosed, rendering the agreed design unsuitable; (c) the Client fails to provide access, utilities or statutory approvals within a reasonable period; or (d) performance is prevented by a Force Majeure Event continuing beyond ninety (90) days.

Where the Company cancels for a reason not attributable to the Client and not arising from Force Majeure, amounts paid by the Client in respect of undelivered Goods and unperformed Services will be refunded in full, without interest, and this shall be the Client’s sole and exclusive remedy in respect of such cancellation.

4. Returns

Goods will be accepted for return only where all of the following conditions are met:

• The return is notified in writing within seven (7) days of delivery;
• The Company has issued a written return authorisation prior to despatch of the Goods back to us;
• The Goods are standard catalogue items, unused, uninstalled, and in original condition with all packaging, accessories and documentation intact; and
• The Goods are received by the Company in a resaleable state.

Approved returns are subject to a restocking charge of up to twenty-five percent (25%) of the invoice value. Return freight, insurance and transit risk are borne by the Client.

The following are not returnable under any circumstances:

• Custom-engineered or made-to-order plant, skids, vessels and assemblies built to a Client-specific design;
• Consumables, including filter media, ion exchange resin, membranes, cartridges, chemicals, gaskets and seals;
• Goods that have been installed, commissioned, wetted, charged with media, or otherwise put into service; and
• Goods damaged after delivery or as a result of improper storage or handling.

5. Damaged, defective or short supply

Goods must be inspected on delivery. Shortage, visible damage or discrepancy must be recorded on the carrier’s delivery documentation at the time of receipt and notified to the Company in writing within forty-eight (48) hours of delivery, with photographic evidence.

Latent defects must be notified within seven (7) days of discovery and in any event within the warranty period stated in our Terms & Conditions. Verified defective Goods will be repaired or replaced at the Company’s option. Refund is offered only where repair and replacement are both impracticable, and is limited to the price attributable to the defective item.

6. Refund processing

• Approved refunds are processed within fifteen (15) to thirty (30) working days of written approval.
• Refunds are made only to the original remitting bank account of the Client. Refunds to third-party accounts will not be entertained.
• Refunds are made in Indian Rupees. For international transactions, the Client bears all bank charges, intermediary charges and any loss arising from exchange rate movement between payment and refund.
• Applicable taxes are refunded only to the extent the Company is able to recover or adjust them under prevailing Goods and Services Tax legislation. Credit notes will be issued where required.
• No interest is payable on any refunded amount.

7. Services, maintenance contracts and rentals

• Site visits and health checks: Charges become due once the engineer has been deputed. Cancellation with less than twenty-four (24) hours’ notice, or non-availability of site access on arrival, attracts the full visit charge.
• Annual Maintenance Contracts: AMC fees are non-refundable once the contract has commenced. Where a contract is terminated early by the Client, no refund of the unexpired portion is due unless expressly agreed in writing.
• Rental systems: Rentals are governed by the rental agreement. Rental already accrued is non-refundable. Security deposits, where taken, are refunded after collection and inspection of the unit, net of deductions for loss, damage beyond fair wear and tear, or arrears.

8. Circumstances in which no refund is due

No refund shall be payable where:

• The Goods have performed in accordance with the specification set out in the accepted quotation, but the Client is dissatisfied with an outcome not covered by that specification;
• Underperformance is attributable to feed water characteristics differing from those disclosed by the Client at design stage;
• The Goods have been operated outside design parameters, poorly maintained, serviced with non-specified consumables, or interfered with by unauthorised persons; or
• The claim relates to indirect or consequential loss, which is excluded under Clause 9 of our Terms & Conditions.

9. Grievances and disputes

Any grievance relating to cancellation or refund should be addressed to info@aquastag.com, marked for the attention of the Grievance Officer. We will acknowledge and seek to resolve grievances promptly.

Disputes not resolved amicably shall be referred to arbitration in accordance with Clause 17 of our Terms & Conditions, seated at Hyderabad, Telangana. The courts at Hyderabad, Telangana, India shall have exclusive jurisdiction. Nothing in this Policy affects any non-excludable right available to a consumer under the Consumer Protection Act, 2019.