Refund Policy

01

Scope

This Refund Policy applies to Citual Technologies (OPC) Pvt. Ltd. websites, products, subscriptions, assessments, consulting engagements, implementation work, and digital services unless a signed proposal, order form, or product-specific agreement states different terms.

02

Cancellations

• A cancellation request should be sent from the registered email address or submitted through the appropriate website, dashboard, or support channel.
• Where no work has started and no digital product or service has been used, Citual may approve cancellation without a fee within 10 days of purchase.
• Once a scoped assessment, consulting engagement, implementation sprint, report preparation, onboarding activity, or subscription service has started, fees for consumed work, reserved capacity, third-party costs, and used services are not normally refundable.
• If the service has a separate proposal, subscription term, or statement of work, that document will control any cancellation window, minimum commitment, or early termination charge.

03

Digital products and online services

No refund is normally issued where a product, report, subscription, dashboard, downloadable asset, online service, or real-time service has already been accessed, downloaded, activated, delivered, or used through Citual systems.

Trials, pilot access, and limited free tiers may be offered separately. Paid renewal, subscription, or service fees become subject to this policy and the applicable order terms once charged.

04

When refunds may be considered

• Non-delivery of a paid product or service where Citual is responsible for the failure and the service cannot reasonably be re-delivered.
• Duplicate payment or billing error after verification by Citual accounts or support teams.
• A material defect or severe service issue that prevents use and cannot be resolved within a reasonable support period.
• A product or service materially different from the agreed written scope, evaluated case by case against the proposal, invoice, subscription terms, or published product description.
• Cancellation or substitution by Citual due to circumstances outside normal delivery, where the purchased service has not been consumed.

05

Refund requests and timelines

Refund requests should be made within 5 days of the order or payment, unless applicable law or a signed agreement requires a different period. Please include the order reference, registered email, company name, service name, payment date, and the reason for the request.

Citual will acknowledge eligible requests within 2 working days where possible. Approved refunds are processed within 10 working days after approval, subject to payment gateway, bank, tax, and reconciliation timelines.

06

Non-refundable items

• Government fees, payment gateway charges, taxes already remitted, third-party platform charges, ad spend, cloud spend, software licences, domain or hosting fees, and external vendor costs.
• Completed reports, audits, implementation work, consulting hours, meetings, strategy work, custom development, migration work, and other professional services already delivered or partly consumed.
• Services paused or delayed because the customer did not provide access, content, approvals, credentials, DNS changes, platform permissions, or required information on time.

07

Contact

For refund or cancellation support, contact compliance@citual.in or use the Citual contact page. Citual will review each request against this policy, the applicable service agreement, and the evidence available in our systems.