Refund & Cancellation Policy

Effective from: 30 September 2026

1. Scope

This Refund & Cancellation Policy explains when an Order may be cancelled, when a refund is available, how to ask for one, how the decision is made, and what happens to what you bought afterwards.

It forms part of, and must be read together with, our Terms of Service, Licence Agreement and Delivery Policy. It is issued by DELTRIG, a sole proprietorship owned and operated by Rahul Chouhan, of Dakra, Khalari, Ranchi, Jharkhand, India – 829210.

DELTRIG supplies licensed digital products — themes, plugins, scripts, applications, source-code packages and extensions — and undertakes bespoke development work. Those two things are treated differently here, and Clause 11 sets out why.

Nothing in this Policy excludes or limits any right you have under applicable consumer protection law that cannot lawfully be excluded.

2. Why a Digital Product Is Not a Returnable Parcel

We will be straightforward about this, because it is the honest basis for everything below.

When you buy a physical item, returning it means we get it back and you no longer have it. When you download a file, nothing comes back. Revoking your access to our servers does not remove the copy already on your disk. A refund on a downloaded product is therefore us returning your money while you retain the thing you paid for.

That is not a reason to refuse refunds, and we do not use it as one. It is the reason a refund is reviewed rather than automatic, and the reason the window is short rather than open-ended. Where the problem is ours — we did not deliver, or the product is not what its page described — none of this applies and Clauses 7 and 8 govern instead.

3. Order Statuses

• Pending — the Order exists but payment has not been confirmed by us.
• Paid — payment confirmed; access is being granted.
• Completed — access has been granted and the Order counts as a sale.
• Delivery failed — payment succeeded but we were unable to give you access. See Clause 7.
• Cancelled — stopped before access was granted, by you or by us.
• Refunded — the Order has been refunded and access revoked.

The current status of every Order is visible in your orders at any time. It is the authoritative record, not the email.

4. The Refund Window

You may request a refund within 72 hours of the moment your payment was confirmed. After 72 hours the window is closed and the Order is final.

Two exceptions, and they are not time-limited:

• We never delivered the Order. A failure on our side does not start a clock against you. See Clause 7.
• The product does not materially match its description. See Clause 8.

The window is measured from payment confirmation, not from download, not from when you got round to opening the file, and not from when you first tried to install it. If you need longer than 72 hours to evaluate something before committing, ask us before you buy — that is a conversation we would much rather have than a refund argument afterwards.

5. How to Request a Refund

Open the Order in your orders and use the refund option there. That is the fastest route and it attaches your request to the Order automatically.

Tell us what went wrong. A sentence of context genuinely changes the outcome, because a person reads it. “The installer errors on PHP 8.3 with this message” is actionable. A blank request is decided on the file alone.

If you checked out as a guest and cannot reach the Order, email [email protected] from the address you used at checkout, quoting your Order reference.

You will receive an email when the decision is made, whichever way it goes.

We may ask you to verify your identity or your ownership of the payment method before issuing a refund. This is not obstruction: it is what stops someone else claiming a refund against your Order and your card.

6. How the Decision Is Made

A request opens a review. It does not issue the money. We are not going to describe that as an automatic refund, because it is not one. The 72 hours is the window in which to ask, not a guarantee of the answer.

A person — in practice, the proprietor — reads the request and decides. What weighs in your favour:

• The product is faulty, or does not do what its Product page said it does.
• You have not downloaded it, or downloaded it once and stopped.
• You bought the wrong item by mistake and said so plainly.
• You asked a pre-sales question, we answered it, and the answer turned out to be wrong.
• You hit a compatibility problem in an environment the Product page listed as supported.

What weighs against:

• The product works as described and the difficulty is with your own environment, your own code, or your own modifications.
• The incompatibility is with an environment the Product page never claimed to support.
• The request looks like a pattern rather than a problem — repeated buy-and-refund across products, or a request made after the product has evidently been put into production.
• You are asking us to refund bespoke work that was delivered to the agreed specification.

If you think a decision is wrong, say so. Reply to the decision email and ask for it to be looked at again, and it will be — by the same person, with your reply in front of them. If you are still not satisfied, escalate to [email protected] under Clause 15.

7. Where We Failed to Deliver

If payment succeeded and we did not give you access to what you bought, you are entitled to a refund and there is no time limit and no review. That is our failure and it is not a discretionary matter.

This covers: an Order that never left the delivery stage; a download that is not present on our storage; a licence key that was never issued for a licensed product; and a file that is corrupt on our side rather than damaged in transit.

Before you ask, give it a few minutes. Payment confirmation sometimes lags the money leaving your account, and our systems keep checking on their own rather than relying on your browser. An Order that looks stuck for two minutes is usually just an Order that is about to complete.

If it has not moved after that, contact us with the Order reference. Do not place a second Order for the same thing — that ordinarily produces two Orders to untangle instead of one problem to fix.

Where delivery of part of a multi-item Order failed, the undelivered part is refunded under this Clause and the delivered part is treated under Clauses 4 to 6.

8. Where the Product Does Not Match Its Description

A Product that does not materially do what its Product page says it does is our problem to fix, and a refund in that case is not a discretionary decision.

Tell us what the page promised and what you actually received. We will correct the Product, replace it, or refund it. Which of the three we offer depends on what you would prefer and on whether a fix is available quickly; we will ask rather than assume.

Two boundaries, so this Clause is not read wider than it is. A Product is not mis-described because it does not work in an environment it never claimed to support, and it is not mis-described because it does not include a feature that was never listed. Clause 7 of the Terms of Service explains that the Product page is the description of record, and Clause 9 of the Licence Agreement explains why demonstration content is usually not part of what you receive.

9. Cancellation

Because access is granted within seconds of payment confirmation, there is no practical interval between paying and receiving in which an Order could be intercepted. We therefore do not operate a cancellation window. What exists instead is the refund review in Clauses 4 to 6.

If you realise immediately that you have ordered the wrong thing, request a refund straight away and say so. An untouched Order reported within minutes is the easiest decision we make.

We may cancel an Order ourselves before access is granted, for the reasons set out in the Terms of Service — suspected fraud, a manifest pricing error, unavailability, or a payment we cannot verify. Where we cancel a paid Order, we refund it in full. We do not charge a cancellation fee in any circumstance.

10. What Happens to Your Licence and Downloads

When a refund is approved:

• The licence is revoked. Your right to use the Product ends, as set out in Clause 15 of the Licence Agreement.
• Download access is removed. The Product disappears from your downloads and any outstanding download link stops working.
• The licence key stops activating and stops receiving updates. Installations already running are not remotely disabled — we do not build kill switches — but you no longer have the right to use them, and you must delete every copy, including on staging and backup systems.
• Extensions go with the parent. An add-on rides its parent Product's licence, so refunding the parent removes the add-on's entitlement too.

We retain a record that the purchase and the refund happened. That is accounting and tax compliance, not access, and our Privacy Policy explains the retention periods.

11. Bespoke Development Work

The 72-hour window does not apply to bespoke development, configuration, integration or design work. Custom work is performed to your specification, it cannot be un-performed, and there is nothing to return.

Such an engagement is governed by the written statement of work agreed for it, which sets out the scope, the fee, the payment schedule and the revision allowance. In summary:

• Deposits are not refundable once work has begun, because they are consideration for work commenced. They are refundable if we have not started.
• Where we fail to deliver what was agreed, your remedies are those in the statement of work and at law. That is a genuine remedy, not a formality.
• Work outside the agreed scope is a change requiring a written variation. A dispute about scope is resolved against the statement of work, which is why we write one.
• A change of mind after delivery is not a ground for refund, in the same way that a completed building cannot be returned.

An estimate produced by a configurator or calculator on the Service is indicative only and is not a quotation. See Clause 13 of the Terms of Service.

12. Refund Method, Currency and Timing

• To the original payment method, always. We cannot refund to a different card, account or person. That constraint exists to protect you: it is what prevents a refund being diverted by someone who has obtained access to your Order.
• In the currency in which payment was taken. We do not convert at refund time, so you are not exposed to a rate movement between purchase and refund.
• Your bank's own conversion or foreign-transaction fee is outside our control. If your card was charged in a currency other than its own, your issuer may have applied a fee. That fee is theirs; we never receive it and cannot return it.
• Timing. Once approved, we submit the refund to our payment partner immediately. How long it then takes to appear depends on your bank or card issuer, and is typically 5–7 business days after approval. We have no ability to accelerate that.
• No deduction. We do not deduct an administrative, processing or restocking charge from a refund. An approved refund is the full amount you paid.
• Notification. We tell you by email and in your Account when a refund is approved and when it has been submitted.

Where our payment partner acts as merchant of record for your purchase, the refund is issued through it and may appear on your statement in its name. That does not change who decided the refund or who is responsible to you: that is DELTRIG. See Clause 9 of the Terms of Service.

13. Duplicate and Erroneous Charges

If you were charged twice for the same Order because of a technical fault, or charged for an Order that was never created, write to [email protected] with the Order references, the payment references and the dates. Where we confirm a duplicate for which nothing was separately delivered, we refund it in full, and the 72-hour window does not apply — a duplicate charge is a fault, not a purchase.

Two separate Orders that were each delivered are not duplicates, even if placed moments apart.

14. Chargebacks and Payment Disputes

Please come to us first. We can almost always resolve an Order problem faster and more completely than a bank dispute can. A dispute typically freezes the amount while it runs, which delays your own remedy, and it costs both of us a fee that achieves nothing.

Where a chargeback, dispute or payment reversal is raised in relation to an Order that was delivered, or that has already been refunded, we may:

• suspend your Account and any pending Orders while the dispute is determined;
• revoke the licence and download access for the affected Order under Clause 10 and Clause 15 of the Licence Agreement;
• submit our delivery, licence-activation and consent records to the payment partner, the acquirer and the card network in defence of the dispute;
• recover from you the value of anything delivered and any fee levied on us; and
• decline to supply you in future.

None of that is a threat. It is what a documented dispute process looks like from our side, and we would rather you knew it in advance than discovered it during one.

15. If You Are Not Satisfied With the Outcome

Reply to the decision email first and ask for a second look, explaining why you think it was wrong. That resolves most of them.

If it does not, escalate to [email protected]. We acknowledge an escalation within a reasonable period and aim to resolve it within one month. Clause 26 of the Terms of Service sets out the dispute process beyond that, and nothing in this Policy prevents you from using a statutory consumer redress mechanism available where you live.

16. What Is Not Refundable

For clarity, and subject always to Clauses 7, 8 and 13 and to your statutory rights:

• an Order for which the 72-hour window has closed;
• a Product that works as described, where the difficulty lies in your own environment, your own code, or your own modifications;
• a Product that does not work in an environment its Product page never claimed to support;
• bespoke development work delivered to the agreed specification, and deposits once work has begun (Clause 11);
• a licence that has been revoked for breach of the Licence Agreement or the Acceptable Use Policy, including redistribution or resale;
• loss or cost arising from your failure to take a backup before installing or updating; and
• a demonstration asset, font, image or third-party component that was never part of what your Order included (Clause 9 of the Licence Agreement).

17. Your Statutory Rights

Nothing in this Policy restricts a right under applicable consumer protection law that cannot lawfully be restricted. In particular, where digital content is not supplied at all, or is not of the description sold, this Policy neither intends nor purports to limit your remedy.

Some jurisdictions give consumers a statutory right to withdraw from a distance contract within a cooling-off period, and also provide that the right is lost once supply of digital content has begun with the consumer's express consent and acknowledgement. Because delivery here is immediate, that acknowledgement is part of checkout. Where such a right applies to you and has not been lost, it operates alongside this Policy and is not reduced by it.

18. Changes to This Policy

We may update this Policy. The version in force is published on this page with its effective date.

A change is not retroactive. The version published when you placed an Order governs the refund position for that Order. Where a change is material we will give notice through the Service and, where we hold your email address, by email.

Superseded versions are retained and available on request from [email protected].

19. Governing Law

This Policy is governed by the laws of India, and the courts at Ranchi, Jharkhand, India have exclusive jurisdiction, consistent with Clause 27 of our Terms of Service. Nothing here deprives a consumer of the protection of a mandatory provision of the law of their place of residence.

20. Contact

• Refunds, Orders, downloads and licences: [email protected]
• Disputes, chargebacks and escalations: [email protected]

Include your Order reference and, where relevant, the payment reference from your bank. Never send a password or a card number; we never need either.

DELTRIG
Sole proprietorship — Proprietor: Rahul Chouhan
Dakra, Khalari, Ranchi, Jharkhand, India – 829210
Website: https://deltrig.com