Refund Policy

1. Security Deposit Refund

1.1 The Security Deposit of ₹2,500 collected at the time of subscription is fully refundable upon cancellation of the subscription, provided the Device is returned in good working condition with no physical damage beyond normal wear and tear.

1.2 The refund process begins once our technician has collected the Device from your premises and completed a physical inspection.

1.3 If the Device is in good condition, the full ₹2,500 will be refunded within 7 working days to your original payment method.

1.4 SmartAqua will provide written confirmation of the refund initiation via email or SMS.

2. Subscription Fee Refund

2.1 Monthly Subscription Fees (₹399/month) are generally non-refundable once the billing cycle has commenced, as the service is available and active throughout the month.

2.2 Exceptions — Subscription fee refund IS applicable in the following cases:

• If you cancel your subscription within 48 hours of the first installation and the Device has not yet been used, a full refund of the first month's subscription fee will be issued.
• If the Device has a manufacturing defect and SmartAqua is unable to replace or repair it within 7 days, a pro-rated refund for the unused days will be provided.
• If the service is interrupted for more than 5 consecutive days due to SmartAqua's failure to service the Device after a reported malfunction, a pro-rated refund for those days will be provided.
• If SmartAqua discontinues service in your area with less than 30 days' notice, a full refund of the current month's subscription fee and full Security Deposit will be issued.

2.3 No refund will be provided for subscription fees if the service interruption is caused by the Subscriber (e.g., refusal to provide access for servicing, tampering with the Device, non-payment of fees).

3. Cancellation Process

3.1 To cancel your subscription and initiate the refund process, follow these steps:

1. Open the SmartAqua App and navigate to "My Subscription" → "Cancel Subscription".
2. Select your reason for cancellation (optional but helpful for us to improve).
3. Confirm the cancellation — you will receive a confirmation SMS and email with a cancellation reference number.
4. Schedule Device pickup — our team will contact you within 24 hours to schedule a pickup at a convenient time.
5. Device collection — our technician will visit, collect the Device, and provide a collection receipt.
6. Refund initiated — refund is processed within 7 working days of Device collection.

3.2 Alternatively, you can initiate cancellation by calling our helpline at +91 99999 99999 or emailing support@smartaquapurifiers.com.

3.3 You can cancel at any time — there is no minimum subscription period or cancellation fee.

4. Device Return Conditions

4.1 To receive a full Security Deposit refund, the Device must be returned in the following condition:

• No physical damage (cracks, dents, broken parts) beyond normal wear and tear
• All original components intact (no missing parts)
• Device must be accessible and ready for collection at the scheduled time
• Device should not have been tampered with or opened by unauthorised persons

4.2 Our technician will conduct a visual inspection at the time of collection and provide a condition report. Both you and the technician will sign the collection receipt.

4.3 If there is a dispute about the Device condition at the time of collection, the matter will be escalated to SmartAqua's resolution team within 48 hours.

5. Deductions from Security Deposit

5.1 SmartAqua may deduct amounts from the Security Deposit in the following circumstances:

5.2 SmartAqua will provide a detailed written breakdown of any deductions made before initiating the refund.

5.3 If the total deductions exceed the Security Deposit amount, SmartAqua may seek recovery of the excess amount through legal means.

6. Refund Timeline

6.1 SmartAqua commits to initiating the refund within 7 working days of Device collection. Actual credit to your account depends on your bank or payment processor (typically 3–5 additional working days).

6.2 If you have not received your refund within 15 working days of Device collection, please contact our support team immediately.

7. Refund Method

7.1 Refunds will be issued to the original payment method used for the Security Deposit:

• UPI / Bank Transfer: Credited directly to the source account within 3–5 working days
• Credit Card: Refunded to the same credit card within 5–7 working days
• Debit Card: Refunded to the same debit card within 3–5 working days
• Net Banking: Credited to the source bank account within 3–5 working days

7.2 If the original payment method is no longer available (e.g., closed bank account), please contact our support team to arrange an alternative refund method. Additional verification may be required.

7.3 SmartAqua does not offer cash refunds.

8. Disputes & Escalation

8.1 If you disagree with any deduction made from your Security Deposit, you have 14 days from the date of the deduction notice to raise a dispute.

8.2 To raise a dispute, contact us at support@smartaquapurifiers.com with your cancellation reference number, the disputed amount, and your reason for disputing.

8.3 SmartAqua's resolution team will review the dispute and provide a final decision within 7 working days.

8.4 If the dispute is not resolved to your satisfaction, you may escalate to the Consumer Forum under the Consumer Protection Act, 2019, or seek arbitration as per our Terms and Conditions.

9. Special Circumstances

Device Failure Within 48 Hours of Installation: If the Device fails within 48 hours of installation due to a manufacturing defect, you are entitled to a full refund of both the Security Deposit and first month's Subscription Fee, if you choose not to continue the service.

Service Not Available in Your Area: If SmartAqua is unable to service your area after subscription, a full refund of the Security Deposit and any advance subscription fees paid will be provided.

Death of Subscriber: In the unfortunate event of the subscriber's death, the Security Deposit will be refunded in full to the legal heir or nominee upon submission of appropriate documentation and Device return.

Medical Emergency: If you need to cancel due to a medical emergency requiring relocation, SmartAqua will waive any outstanding notices and process the refund on priority.

10. Contact for Refund Queries

For any questions about refunds, cancellations, or to initiate the cancellation process: