1. Company Information and Scope

This Refund & Returns Policy is issued by SuperKey Private Limited (“SuperKey”, “Company”, “we”, “us” or “our”). It applies to purchases made through our website, checkout pages and other authorised sales channels, subject to the terms applicable to each order.

Our offerings may include:

• Digital products, downloadable files, software and licences.
• Website, software, mobile application and other IT development services.
• Hosting, cloud, domain, maintenance, support and subscription services.
• Digital marketing, SEO, design, consulting and automation services.
• Electronics and other physical products, where offered.
• Bundles, promotional packages, bonus items, cashback and other special offers.

Not every category is necessarily available in every transaction. The actual product or service purchased and the terms disclosed at checkout will determine which provisions apply.

2. General Refund Principles

• Refund eligibility is assessed against the order details, product condition, delivery or service status, disclosed terms and applicable law.
• A request does not automatically constitute an approved refund.
• We may request reasonable information necessary to identify the order and investigate the issue.
• We will not reject a valid claim solely because a customer has not used a particular complaint format or has made an honest mistake in the initial request.
• Where a refund, replacement, repair, re-performance or other remedy is required by law, we will assess and provide the applicable remedy.
• We will not charge a cancellation fee contrary to applicable law or applicable e-commerce requirements.

3. Physical Products: Returns and Replacements

For eligible physical products, customers should submit a return or replacement request within the return window shown on the relevant product page, invoice, order confirmation or written sales terms.

Recommended default where no product-specific window is published: submit the request within 7 calendar days of delivery. This is a proposed operational window and must be confirmed against the actual product category and applicable law before publication.

3.1 Possible eligibility grounds

• The wrong item was delivered.
• The item arrived damaged or defective.
• The delivered product materially differs from its description.
• A component or item included in the confirmed order is missing.
• Another return or remedy is available under the product terms or applicable law.

3.2 Product condition and return checks

Where reasonably relevant, the product should be returned with its supplied accessories, manuals, packaging, serial number and proof of purchase. We may inspect the returned item to verify the reported issue and determine the appropriate remedy.

Missing packaging, ordinary handling or the absence of a non-essential accessory will not automatically defeat a claim where applicable law provides otherwise. We may consider evidence of misuse, unauthorised modification, accidental damage after delivery or material alteration when assessing eligibility.

3.3 Items that may not qualify for a change-of-mind return

Subject to applicable law and any more favourable commitment made at purchase, a product may be excluded from a voluntary change-of-mind return if it is:

• Custom-made, personalised or configured specifically for the customer.
• Used, damaged or altered after delivery for reasons not attributable to a pre-existing defect or delivery issue.
• Perishable, hygiene-sensitive, sealed or otherwise restricted by law or by clearly disclosed product-specific terms.
• Marked as non-returnable before purchase, where such restriction is lawful.

These exclusions do not override applicable rights relating to defective, misdescribed, wrong or otherwise non-conforming goods.

4. Damaged, Defective, Wrong or Missing Items

Please report a delivery issue as soon as reasonably possible after discovering it. If available, provide:

• Order or invoice number.
• Photographs or video showing the product and reported issue.
• Photographs of the parcel, shipping label and packaging, where relevant.
• A short description of the issue and the remedy requested.

Please retain the product and packaging until the issue is assessed. Do not send an item back before receiving return instructions, unless the applicable law or the circumstances require otherwise.

We will assess the evidence and may offer a replacement, repair, missing-item delivery, re-performance or refund, as appropriate under the order terms and applicable law. Failure to provide a photograph or video will not by itself extinguish a legally valid claim if other reasonable evidence is available.

5. Digital Products and Downloads

Digital products may include software, themes, templates, plugins, downloadable files, licences, online resources and other electronically supplied content.

• Before purchase, customers should review the product description, supported systems, licence scope, prerequisites, file formats and delivery method.
• Where lawful and clearly disclosed before purchase, a change-of-mind refund may be unavailable after a digital product has been delivered, downloaded, activated or accessed.
• A defective, corrupted, materially misdescribed or inaccessible product will be assessed for troubleshooting, correction, replacement, licence reissue or refund as appropriate.
• Compatibility issues caused by an undisclosed limitation will be assessed differently from issues caused by a customer’s unsupported environment, unauthorised modification or failure to meet clearly disclosed requirements.
• Where a licence is issued, its scope, number of permitted users or installations, duration, updates and support entitlements are governed by the relevant licence terms provided at purchase.

Nothing in this section excludes a remedy that is mandatory under applicable law.

6. Software Development and IT Services

Website development, app development, custom software, design, consulting, digital marketing and other professional services may be governed by a separate quotation, proposal, statement of work or service agreement.

• Project scope, deliverables, milestones, timelines, dependencies, revision limits, acceptance criteria and fees should be recorded in writing.
• Fees for work already completed, approved milestones, third-party purchases or committed resources may be non-refundable where this was clearly agreed in advance and the restriction is lawful.
• For work not started or for an unperformed portion of a service, any refund will be assessed against the agreement, work completed, recoverable costs and applicable law.
• If a deliverable materially fails to meet the agreed scope, we will review the evidence and determine an appropriate correction, re-performance, partial refund or other remedy under the agreement and applicable law.
• Customer delays, incomplete instructions, missing approvals, unavailable access credentials or third-party dependencies may affect delivery schedules where the relevant dependency was communicated.

We will not treat an entire service fee as automatically forfeited in every cancellation scenario. Any amount retained must be supported by the agreement, work performed, applicable costs and applicable law.

7. Subscriptions, Renewals and Recurring Payments

Subscription services may be offered for daily, weekly, monthly, yearly or other stated periods. The specific billing frequency, price, included features, renewal date and cancellation process will be disclosed at purchase.

• Where auto-renewal is offered, the renewal terms and recurring charge must be disclosed before the customer authorises the subscription.
• Customers may use the cancellation method stated in their account, checkout terms or subscription confirmation. If self-service cancellation is unavailable, customers may contact support@superkey.in.
• Cancellation generally prevents future renewals once it takes effect; it does not necessarily reverse a charge for a period already started or service already supplied, subject to applicable law and the disclosed terms.
• Where a renewal was unauthorised, incorrectly charged or otherwise refundable under applicable terms or law, we will investigate and provide the appropriate remedy.
• Access may continue until the end of the paid period unless the subscription terms state otherwise or immediate termination is necessary for legal, security or operational reasons.
• Suspension or termination for material misuse, fraud or security risks will be assessed under the applicable service terms and law.

8. Hosting, Domains and Third-Party Services

Domain registrations, hosting, cloud infrastructure, paid software licences, advertising spend and other third-party services may involve costs or commitments that cannot be reversed by us.

Before purchase, customers should review any disclosed renewal, transfer, cancellation, refund and service-provider restrictions. If a third-party service fails, we may coordinate with the provider or help the customer pursue the available remedy. Third-party restrictions do not remove any obligation that applicable law places directly on us.

9. Electronics, Warranty and After-Sales Support

Where electronics or other warrantied products are sold, the invoice, product listing and applicable manufacturer or seller warranty will describe the relevant warranty period and procedure.

• Customers should report defects and follow reasonable diagnostic or warranty instructions.
• Warranty assessment may require inspection, serial-number verification or testing by an authorised service provider.
• Damage caused by misuse, liquid ingress, unauthorised repairs or accidental impact may fall outside a stated warranty where that exclusion is lawful.
• Warranty exclusions do not remove statutory rights that apply to the product.

A warranty is not automatically the same as a return window or refund entitlement. The appropriate remedy depends on the circumstances, the warranty terms and applicable law.

10. Order Cancellation

A customer may request cancellation by contacting support@superkey.in as soon as possible and including the order number.

• Before dispatch, activation, download or commencement of work, cancellation may be easier to process, but approval depends on the order status and terms.
• After dispatch, activation, digital delivery or commencement of a project, the applicable return, service or digital-product rules will be considered.
• We may cancel an order where required because of an obvious pricing or listing error, suspected fraud, stock unavailability, a technical issue or legal restrictions. We will communicate the reason where reasonably possible and arrange any refund due.
• Any cancellation charge will be applied only where permitted by applicable law and the disclosed terms.

11. Promotional Offers, Bundles, Bonus Items and Cashback

Promotional offers may include bonus items, bundled products, discounted packages, cashback or other benefits. The offer page or written promotion terms determine the eligibility conditions, usage deadline and benefit calculation.

• Customers should retain the promotional terms applicable at the time of purchase.
• Where a bundle is partly returned and a partial refund is legally or contractually permitted, the refund may be calculated using the disclosed bundle terms and the value of retained items.
• If a promotional benefit was conditional on a minimum purchase or qualifying usage, the effect of a cancellation or return on that benefit will be assessed according to the clearly disclosed offer terms and applicable law.
• Cashback eligibility, crediting time, usage conditions and any expiry must be stated in the relevant offer terms.
• We may investigate suspected duplicate claims, manipulation or material misrepresentation before issuing a promotional benefit.

No bonus, cashback or discount will be clawed back, deducted or withheld in a way that violates applicable law or a binding offer commitment.

12. How to Request a Refund or Return

Email support@superkey.in with the subject line “Refund / Return Request”.

Include the following details where available:

1. Full name and order or invoice number.
2. Registered email address or phone number.
3. Product or service name and purchase date.
4. Reason for the request and the remedy sought.
5. Relevant photographs, screenshots, delivery information or other evidence.
6. For a payment issue, the transaction reference, date and amount.

Do not send full card numbers, PINs, passwords, CVVs or one-time passwords. We will not need your banking password or OTP to review an ordinary refund request.

If you cannot provide every detail, submit the information you have. We may ask for reasonable additional information to identify the transaction and assess the claim.

13. Review, Evidence and Decision

We may review order records, invoices, delivery scans, customer correspondence, digital delivery logs, service milestones, licence activation records and relevant product evidence to investigate a request.

Any evidence collected will be used for legitimate purposes such as verification, fraud prevention, dispute resolution and legal compliance, subject to our Privacy Policy and applicable law.

• We may request clarification where the information provided is incomplete or inconsistent.
• We may reject a request where the available evidence shows that it falls outside the applicable refund terms and no legal remedy is due.
• Where only part of an order or service qualifies, a partial refund or another proportionate remedy may be considered.
• We will communicate the decision and, where reasonably appropriate, explain the next steps.

14. Refund Method and Processing Time

Approved refunds will generally be initiated through the original payment method where supported by the payment provider. If that is not possible, we may request reasonable information to arrange a lawful alternative.

Operational target: where practical, we aim to initiate an approved refund within 7–10 business days after approval and completion of necessary verification. This is a target, not a guarantee of when funds will appear in the customer’s account.

Banks, card issuers, payment providers and other intermediaries may take additional time to post the credit. Mandatory statutory or payment-system timelines take precedence over this target.

We will not use the processing target to delay a refund beyond a period required by applicable law.

15. Failed, Pending, Duplicate or Unrecognised Payments

• Failed payment: if an amount was debited but an order was not confirmed, contact support with the transaction reference. The payment provider or bank may need to trace or reverse the transaction.
• Pending payment: a pending transaction may require confirmation from the bank or payment provider before its final status is known.
• Duplicate payment: provide both transaction references so that the duplicate charge can be verified.
• Unrecognised payment: contact us promptly and notify your bank or payment provider through its official channel if you suspect unauthorised use.

Payment-system reversal and compensation requirements, where applicable, are governed by the relevant rules and directions. The customer should not be required to waive a statutory remedy to obtain assistance with a failed payment.

16. Shipping and Return Logistics

For an approved physical return, we will provide instructions on the return address, packaging and shipping method, where applicable.

Responsibility for return shipping costs will depend on the reason for the return, the published product terms and applicable law. If an item is wrong, damaged, defective or materially misdescribed, we will assess the appropriate remedy and any shipping-cost responsibility under the applicable requirements.

Customers should retain the return tracking number and shipping receipt until the matter is resolved. We may request proof of dispatch if the returned parcel is delayed or cannot be located.

17. Chargebacks and Payment Disputes

If a customer believes a payment is incorrect, they are encouraged to contact us so we can investigate. Customers retain the right to contact their bank, card issuer, payment provider or the appropriate dispute-resolution body.

Where a chargeback or payment dispute is raised, we may provide relevant records to the payment provider, such as the order confirmation, transaction details, delivery evidence, service records and customer communications, in accordance with applicable law and the provider’s dispute process.

We will not threaten, penalise or unlawfully restrict a customer merely for raising a genuine dispute. If a refund and a chargeback both occur for the same transaction, we may coordinate with the payment provider to prevent an improper duplicate recovery, subject to applicable rules.

18. Suspected Fraud, Abuse and Misrepresentation

We may conduct proportionate verification where there is credible evidence of fraud, fabricated claims, repeated duplicate requests, material misrepresentation or manipulation of promotional benefits.

Any decision to decline a claim, suspend a transaction or refer suspected misconduct for further review will be based on the available evidence and applicable law. Legitimate complaints will not be treated as fraudulent merely because they are repeated or disputed.

19. Customer Responsibilities

• Provide accurate order and contact information.
• Review product specifications, subscription terms and service scope before purchase.
• Keep invoices, transaction references and relevant correspondence.
• Use products and services in accordance with the disclosed instructions and licence terms.
• Notify us promptly of suspected unauthorised transactions or delivery issues.
• Do not send passwords, CVVs, PINs or OTPs in a refund request.

A customer’s failure to follow a recommendation will be considered only to the extent relevant to the issue and permitted by applicable law; it does not automatically remove all refund or consumer rights.

20. Liability and Legal Rights

This policy describes the process for handling refund, return and cancellation requests. It does not create an unlimited warranty or guarantee that every requested refund will be approved.

To the extent permitted by applicable law, the Company is not responsible for delays caused solely by banks, payment providers, courier services or other independent third parties after we have completed the steps within our control. This does not exclude any duty or remedy that the law places on the Company.

Nothing in this policy excludes or limits liability where such exclusion or limitation is prohibited, including any applicable statutory consumer right, remedy for a defective or misdescribed product, or protection against an unfair trade practice.

21. Privacy and Information Security

Information submitted with a refund or return request will be handled in accordance with our Privacy Policy and applicable law. Access to complaint records should be limited to authorised personnel and service providers who reasonably need the information to process the request, investigate the issue or comply with legal obligations.

Please do not include sensitive payment credentials or unrelated personal information in complaint attachments. We will not ask you to share your password, card PIN, CVV or OTP to process a normal refund.

22. Grievance Redressal

If you are dissatisfied with a refund or return decision, please contact our grievance contact using the details below. Include your order number, previous correspondence and a clear description of the unresolved issue.

We aim to acknowledge consumer grievances within 48 hours and resolve them within one month of receipt, where the applicable e-commerce grievance rules require those timelines. If a shorter mandatory deadline applies, that deadline will take precedence.

23. Related Policies

• Terms of Service
• Privacy Policy
• About Us

24. Policy Updates

We may update this policy to reflect changes in our products, services, operational procedures or applicable law. The revised version will be published on this page with an updated effective date. Where required, changes will not retrospectively remove rights already accrued or terms that must remain binding for an existing order.

Customers should review the policy applicable to their transaction. Product-specific terms should be clearly presented before purchase and retained with the order records.

25. Governing Law

This policy is governed by the laws of India, subject to mandatory consumer protection provisions and the jurisdiction of forums or authorities that applicable law permits consumers to approach.