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Legal

Refund & cancellation policy

Last updated: 14 August 2026 · noctrodex-hq.com · NOCTRODEX (OPC) PRIVATE LIMITED

This policy applies to all orders placed with NOCTRODEX (OPC) PRIVATE LIMITED (“Noctrodex”, “we”, “us”), CIN U62010WB2026OPC288993, whether paid online through our payment gateway or against invoice. It covers our software products, our hardware and systems, and the services supplied with them.

All prices are in Indian Rupees (INR) and, where applicable, inclusive of taxes as stated at checkout or on the invoice.

// 1. Software and licences

Our software is delivered electronically — as a download, a licence key, or both — and delivery is treated as complete once the download link or key has been issued to you.

  • Before delivery. You may cancel at any time before the download link or licence key is issued, for a full refund.
  • After delivery. Because the product is delivered instantly and cannot be returned, we do not offer refunds simply on change of mind.
  • If it does not work. If the software fails to install, fails to activate, or does not perform as described on this site, contact us within 7 days of purchase. We will attempt a fix or replacement first; if we cannot resolve it, you receive a full refund.
  • Never delivered. If payment succeeded but no key or download reached you, we will deliver it or refund in full.

// 2. Hardware and systems

Our hardware is built or configured to order and is commissioned at the customer's premises.

  • Before build or dispatch. Cancel for a full refund of everything paid.
  • After build has begun on a made-to-order system. We refund the balance after deducting components already purchased and work already done, itemised for you in writing. We do not retain more than our actual committed cost.
  • Damaged, defective, or not as described on arrival. Tell us within 7 days of delivery, with photographs where relevant. We arrange repair, replacement, or a full refund including return shipping, at your choice.
  • Change of mind after delivery. Unused equipment in its original condition and packaging may be returned within 7 days of delivery. Return shipping is at your cost and we deduct any loss in value from missing items or damage.
  • Warranty and support are separate from this policy and are set out in the applicable quotation or agreement.

// 3. Services

For integration, deployment, support, consultancy or custom development, you may cancel unstarted work for a full refund. Where work has begun, we refund amounts paid for work not yet performed, and invoice or retain only what has actually been delivered up to the date of cancellation. Recurring fees may be cancelled with 30 days notice; we do not refund the current period once it has run.

// 4. How to request a refund or cancellation

Email admin@noctrodex-hq.com from the address used to place the order, with your order or invoice reference, the date of payment, and the reason. A phone request must be followed by email so there is a written record for both sides.

// 5. Timelines

  • We acknowledge every request within 2 business days.
  • We decide, and tell you the outcome with reasons, within 7 business days.
  • Approved refunds are initiated within 3 business days of that decision and are credited to the original payment method. Your bank or card issuer typically takes a further 5 to 10 business days to post the credit, which is outside our control.
  • We do not refund to a different account, card, or person than the one that paid.

// 6. Failed and duplicate payments

If a payment is debited but the order does not complete, or you are charged twice for the same order, you do not need to claim it — the excess is reversed automatically. Reversals ordinarily reach your account within 7 to 10 business days. If it has not arrived by then, write to us with the transaction reference and we will trace it with the payment gateway.

// 7. What is not refundable

  • Statutory fees, duties or third-party charges we have already paid on your behalf and cannot recover.
  • Software where the licence has been used in breach of our Terms.
  • Hardware damaged by misuse, unauthorised opening or modification, rather than by a defect.

// 8. Your statutory rights

Nothing in this policy limits your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, or any other law of India that applies to you. Where this policy gives you less than the law does, the law prevails.

// 9. Disputes and contact

Please raise any dispute with us first — we would rather resolve it than have it become a chargeback. Refund queries: admin@noctrodex-hq.com.

Registered office: 59C Lalgarh, Dum Dum, Ghugudanga, Kolkata - 700030, West Bengal, India.

This policy is governed by the laws of India. Courts at Kolkata, West Bengal, shall have jurisdiction, subject to mandatory consumer protections where applicable.