Legal
Refund & Cancellation Policy
Last updated: 8 October 2026
This Refund & Cancellation Policy explains how eNeoteric Consultancy Services Private Limited (“ENCSE,” “we,” “us”) handles cancellations, returns and refunds for products and services bought from us, including payments made online through our payment gateway. It should be read together with our Terms & Conditions and Privacy Policy.
1. Cancellation of Orders
- Before work starts or goods are dispatched: An order may be cancelled in writing at any time before we begin delivery of a service or dispatch a product. Any amount paid will be refunded in full, less any non-recoverable costs already incurred on your behalf (for example, licences already activated with an OEM).
- After work has started: For prepaid professional-service engagements cancelled before completion, a pro-rata refund may be issued for the undelivered portion, less costs already incurred. Fees for services already rendered are non-refundable.
- Custom-ordered products: Hardware or software ordered specifically for you from an OEM or distributor cannot be cancelled once the order has been placed with the vendor, unless the vendor accepts the cancellation.
2. Refunds by Category
| Category | Refund / Return Terms |
|---|---|
| Professional services (VAPT, wireless site surveys, network design & deployment, consulting) | Services already delivered are non-refundable. Prepaid, undelivered portions of a cancelled engagement may be refunded pro-rata, less costs incurred. |
| Hardware products (firewalls, access points, survey kits, accessories) | Returns are accepted only where the OEM or distributor permits them, in unused condition with original packaging, and must be reported within 7 days of delivery. Items found defective on arrival (DOA) are repaired or replaced under the OEM warranty process. |
| Software licences & subscriptions (e.g. Ekahau, Fortinet, Tenable) | Licences are non-refundable once issued or activated. Unactivated licences may be cancelled only if the OEM accepts the return. |
| Training programmes & certifications | Cancelled at least 7 days before the scheduled start: full refund or free rescheduling. Cancelled within 7 days: a cancellation fee may apply; rescheduling to a later batch is offered where seats are available. OEM exam vouchers are non-refundable once issued. |
| Annual maintenance (AMC) & support contracts | Non-refundable once the contract period has started, unless the contract states otherwise. |
| SaaS subscriptions | Monthly subscriptions may be cancelled at any time and stop at the end of the paid month. Annual subscriptions are non-refundable unless otherwise stated in the subscription agreement. |
3. Failed, Duplicate or Excess Online Payments
If your account was debited but the payment failed, or you were charged twice or more than the invoiced amount, write to us with the transaction reference. After verification with the payment gateway, the excess or duplicate amount is refunded in full to the original payment method. Amounts debited for a failed transaction are normally reversed automatically by your bank or the gateway.
4. How to Request a Cancellation or Refund
- Email [email protected] with your name, company, invoice or order number, payment transaction reference and the reason for the request.
- We acknowledge your request within 2 working days and may ask for supporting details (for example, photographs of a damaged product).
- We confirm whether the request is approved, and the refund amount, within 7 working days of receiving complete information.
5. Refund Method and Timeline
- Approved refunds are made to the original payment method (card, UPI, net banking or bank account). Refunds of payments made by bank transfer are sent to the paying bank account.
- Refunds are initiated within 7 working days of approval. Depending on your bank or card issuer, the amount usually reflects in your account within 5–10 working days after it is initiated.
- Where GST has been charged, a credit note is issued for the refunded amount.
6. Return Shipping
For returns accepted because of our error or a product defect, ENCSE bears the return shipping cost. For any other accepted return, the return shipping cost is borne by the customer. Products must be returned with all accessories, manuals and original packaging.
7. Non-Refundable Items
- Services already delivered, including completed assessments and reports
- Activated or issued software licences, subscriptions and exam vouchers
- Hardware damaged after delivery through misuse, improper installation or unauthorised repair
- Custom-procured items that the OEM or distributor will not take back
8. Contact Us
For any question about this policy or the status of a refund, please contact:
eNeoteric Consultancy Services Private Limited
Office No. 422, Parsvnath Planet Plaza, Vibhuti Khand,
Gomti Nagar, Lucknow, Uttar Pradesh 226010, India
Email: [email protected]
Phone: +91 81151 74447