Refund and Cancellation Policy

Cancel before acceptance

You may withdraw an enquiry or decline a quote before ITS INFRA INDIA accepts an order. No cancellation fee applies if no payment was taken and no work, reservation or supplier commitment was authorised.

Eligible refunds

A refund may be approved for a verified duplicate or excess payment, an amount paid for an order that ITS INFRA INDIA did not accept, a product or service that ITS INFRA INDIA cancels and cannot provide, or the undelivered and uncommitted part of an order that the parties agree to cancel.

For an eligible wrong, damaged or defective physical item, the available resolution is stated in the Return and Replacement Policy.

Customer cancellation after acceptance

Email a cancellation request as soon as possible. If work, procurement, configuration, reserved capacity, licence activation, mobilisation or shipping has not started, we will normally approve cancellation and refund the amount received for that unstarted scope.

If performance or a non-recoverable commitment has started, any refund is limited to the amount for the unperformed and recoverable part of the order. We will give a written calculation. There is no separate cancellation fee unless the accepted order disclosed one before payment.

Items that are not refundable

Except where the accepted order or applicable law requires otherwise, the following are not refundable after delivery, use or commitment:

• Completed consulting, design, configuration, installation or support work
• Compute capacity already consumed or reserved for the customer
• Activated software, cloud services or licences
• Custom-built, configured or special-order equipment after supplier commitment
• Non-recoverable freight, mobilisation or third-party charges disclosed for the order
• A product or service accepted and used without a reported defect

How to request cancellation or refund

Email info@itsinfraindia.com with the subject "Cancellation/Refund - [order reference]". Include your name, organisation, quote or invoice number, payment transaction reference, payment date, amount, reason, requested outcome and supporting evidence. Do not send a UPI PIN, card PIN, CVV or complete payment credential.

For a duplicate or incorrect payment, send the request within 30 calendar days after the transaction. For a cancellation, send the request before the next delivery, reservation or procurement step whenever possible.

Decision and refund timeline

We will acknowledge a complete request within 2 business days and communicate the eligibility decision within 7 business days. If supplier confirmation or technical inspection is required, we will explain the reason and give an updated decision date.

For an approved refund, ITS INFRA INDIA will initiate the refund within 7 business days after approval. The refund will go to the original payment method unless the customer expressly agrees to another lawful method. A bank or payment provider may take a further 5 to 10 business days to show the credit.

Merchant cancellation and disputes

If ITS INFRA INDIA cancels an accepted order because it cannot supply the agreed product or service, it will refund the amount received for the cancelled and undelivered part within the timeline above.

If you disagree with the outcome, reply to the decision or email info@itsinfraindia.com with the subject "Refund Escalation". The Grievance and Support Policy states the review timeline.