Cancellation & Refund Policy

We sincerely thank you and appreciate your service or product purchase with us. Kindly read this policy along with the Cruzen Terms and Conditions carefully, as they contain important information and guidelines about your rights and obligations as our customer, with respect to any purchase or service we provide you.

We strive to deliver all the services and products to you as per the specifications and timelines indicated for each service or product purchased by you from Cruzen. However, in the event, we are unable, for any reason, to provide the service or product you purchased from us, then you may be entitled to a refund in accordance with the applicable terms.

A. Onboarding Deliverables. For Duration-Based (Category A) engagements, upon execution of this Agreement and receipt of the first month's payment, Cruzen commences the following onboarding deliverables within the first three (3) calendar days: account and catalogue audit, strategy note, credential onboarding, and kick-off report ("Onboarding Deliverables"). A sum equal to thirty-five per cent (35%) of the total invoice value is allocated as consideration for the Onboarding Deliverables and stands earned by Cruzen upon their delivery, being consideration for work actually rendered rather than a cancellation penalty.

B. Cooling-Off Window. The Customer may submit a written cancellation request within three (3) calendar days of the date of initial payment. On a timely cancellation, Cruzen shall refund the invoice value after deducting the fee for the Onboarding Deliverables under sub-clause (A) above. After the lapse of three (3) calendar days, or upon delivery of the Onboarding Deliverables, whichever occurs first, the amount attributable to work performed or scheduled to be performed for that billing cycle stands earned; the Customer's right to discontinue the engagement prospectively for future billing cycles remains available under Clause 14 (Term and Termination of the Terms & Conditions).

C. Deficiency-Based Refunds. After the cooling-off window, a refund shall be considered only where there is a clear and demonstrable deficiency in the Services rendered by Cruzen subject strictly to the mandatory notice, tracking validation, and rectification framework detailed comprehensively under the Cure Period & Rectification clause of the Grievance Policy. The Customer must notify Cruzen in writing within seven (7) days of becoming aware of the alleged deficiency, with supporting evidence. Subjective dissatisfaction, or the non-achievement of sales, ranking, or revenue outcomes that are not guaranteed under the Disclaimer of Liability clause of the Terms & Conditions, shall not, by itself, constitute a deficiency.

Exclusion

Under the following exclusions the Customer is contractually barred from assertion of any claim on the pretext of deficiency, visible deficiency, discrepancy, non-performance, breach of contract:

I. Customer's failure or delay in providing access in respect of any portal of any marketplace or any real-time OTP verifications.

II. Listing suppressions, brand registry denials, or structural rejections executed by third-party platforms.

III. Invalid, Unregistered, Missing, Deficient, expired regulatory documentation.

IV. Under-utilization, delivery of minimum deliverables, failure of requests made by Customer during the course of active service plan, change of mind etc.

D. In the event a customer has paid for a service and then requests for a refund only because there was a change in mind, the refund shall not be considered as there is no fault, defect, or onus on Cruzen.

E. Refund requests shall not be entertained after the work has been shared with you in the event of change of mind. However, we shall give you the option of using the amount paid for by you, for an alternative service in Cruzen amounting to the same value and the said amount could be applied in part or whole towards the said new service; and

F. If the request for a refund has been raised 45 days after the purchase of a service or product has been completed and the same has been intimated and indicated via email or through any form of communication stating that the work has been initiated, then, such refund request shall be deemed invalid and shall not be considered.

G. If the request for the refund has been approved by Cruzen, the same shall be processed and intimated to you via email. This refund process could take a minimum of 30 (thirty) business days to process and shall be credited to your bank account accordingly. We shall handle the refund process with care and ensure that the money spent by you is returned to you at the earliest.

H. Project-Based (Category B) Engagements. The advance/sign-up fee at Milestone 1 is consideration for project initiation, requirement-gathering, and resource booking, and is non-refundable once work under that milestone has commenced. Payments corresponding to Milestone 2 and Milestone 3 are earned upon delivery and deemed acceptance of the relevant phase under Clause 8(C) of the Terms & Conditions.

I. Pro-Rata Refund Adjustments and Reversion to Standard Rack Pricing. The Customer explicitly acknowledges and agrees that all multi-month billing cycles, strategic long-term bundles, and promotional pricing combinations (including but not limited to campaigns such as 'Pay for 2 Months, get 1 Month Free') are offered by the Company strictly conditional upon the Customer completing the entire baseline contract term specified in Schedule II. If the Customer terminates the contract mid-term, all applied discounts stand revoked ab initio, and all utilized phases shall be retrospectively re-calculated and charged at the Company's standard web-hosted monthly rack price, in accordance with the mechanics set out below. In the event that the Customer executes a mid-term termination or files for a pro rata refund prior to the natural expiration of the locked contract tenure:

(a) All marketing promotional incentives, complimentary free months, and discounted price tiers shall stand automatically revoked, canceled, and declared null and void ab initio (from the date of contract inception).

(b) The actual value of the services already deployed by the Company up to the effective date of termination shall be completely recalculated and invoiced based strictly on the Standard Rack Rate (Actual Web Price — e.g., INR 5,931 per month baseline for Amazon standard service) as published on the Company's official website (cruzendigital.com) at the time of execution.

(c) The maximum available refund balance, if any, shall be calculated via the following absolute mathematical formula: [Total Net Commercial Consideration Paid by Client] MINUS [Number of Months Actually Rendered × Standard Website Monthly Rack Price] MINUS [Onboarding and Administrative Expenses Allocated under sub-clause (A) above]. Any statutory taxes (18% GST) remitted to governmental fiscal authorities shall remain entirely non-refundable and non-creditable.

No Refund and Compensation in Case of Business Loss and Business Shutdown

The Customer acknowledges and agrees that all payments made to the Company under this Agreement are final, non-cancellable, and non-refundable under the circumstances that includes suspension, interruption, slowdown, restructuring, discontinuation, temporary closure, permanent shutdown, insolvency, operational losses, financial distress, force majeure events, change in business model, regulatory actions, market conditions, technical failures, third-party service disruptions, or cessation of business operations by the Company.

The Customer further agrees that the services rendered, resources allocated, proprietary strategies shared, manpower engaged, consultations provided, time invested, and operational costs incurred by the Company constitute sufficient consideration against the payments received, irrespective of the commercial outcome, profitability, continuity, or future existence of the Company's business operations.

Under no circumstances shall the Company, its directors, employees, affiliates, agents, successors, or representatives be liable to refund, reimburse, compensate, or return any amount paid by the Client, whether partially or wholly, on account of:

(a) shutdown or closure of the business;

(b) financial losses suffered by the Company;

(c) inability to continue operations;

(d) decline in revenue or profitability;

(e) external market conditions;

(f) technical, operational, banking, legal, governmental, or regulatory impediments; or

(g) any event beyond the reasonable control of the Company.

The Customer expressly waives any right to initiate any claim, dispute, chargeback, recovery proceeding, consumer complaint, civil action, or legal proceeding seeking refund or reimbursement of the amounts paid under this Agreement on the above-mentioned grounds.

This clause shall survive termination, expiration, suspension, cancellation, or closure of the Agreement and/or the business operations of the Company.

Non-refundability will be applicable in case of immediate allocation of technical creative team, graphic designers, account managers upon onboarding, the amount paid by the Customer shall be considered and deemed to be earned for the respective service plan cycle by Cruzen upon the receipt and are strictly non-refundable.