Cancellation & Refund Policy

This Cancellation & Refund Policy (“Policy”) outlines the terms governing cancellation of services and the applicable refund procedures for customers of Ashva Pure. Please read this Policy carefully before booking any service.

Ashva Pure offers two categories of services, each with distinct cancellation and refund rules:

• Rental Subscription: A recurring monthly arrangement under which Ashva Pure provides a branded water purifier on rent, together with installation, maintenance, inspections, filter replacements, parts replacement, and customer support. A refundable security deposit of ₹3,600 per device applies.
• External One-Time Service: A single, non-recurring service engagement for inspection, repair, or maintenance of an external-brand (non-Ashva Pure) water purifier or home appliance, billed on actuals based on a technician's assessment and quote.

You may cancel your Rental Subscription at any time by providing at least 7 days' advance notice before your next billing date.

There is no minimum commitment period and no early termination fee. You are free to cancel without penalty, regardless of how long you have held the subscription.

Subscription charges that have already been billed and paid are NOT refundable. No pro-rata or partial-month refunds are issued for subscription fees already paid.

To initiate a cancellation, you may:

• Submit a cancellation request through your customer portal or theAshva Pure app.
• Email us at [email protected] with the subject line “Subscription Cancellation Request”.
• Call our support team at +91 84959 98156.

Upon confirmation of your cancellation request, Ashva Pure will:

1. Confirm the effective cancellation date (aligned with the end of the current billing period or the notice period, whichever is later).
2. Schedule a pickup of the Equipment at a mutually agreed date and time.
3. Process any applicable deposit refund after Equipment inspection (see Section 3).

Your subscription will remain active and service will continue until the effective cancellation date. After cancellation, you will no longer be billed for subsequent months.

3.1 Subscription Charges

Subscription charges that have already been billed and paid are non-refundable. Since the billing model is monthly prepaid, you have use of the service for the full month that has been paid for. No pro-rata refunds are issued for partial months.

3.2 Security Deposit

The security deposit of ₹3,600 per device is refundable. The refund will be processed within 14 days from the date of successful pickup or return of the Equipment and completion of inspection by a Ashva Pure technician. No deductions will be made unless the Equipment is damaged or parts or accessories are missing.

Deductions are made only where (a) there is physical damage to the Equipment beyond normal wear and tear (including cracks, water damage from misuse, broken components, or tampering), or (b) parts, accessories, or components supplied at installation (e.g. filters, remote, mounting kit) are not returned. Where a deduction is proposed, Ashva Pure will assess the Equipment, document the basis (including photographic or other evidence where applicable), and send you a written notice specifying the amount to be deducted and the reason. You may dispute the deduction in writing to [email protected] within seven (7) days of receiving the notice. Ashva Pure will review the dispute and respond within seven (7) business days. If the dispute is upheld, the disputed amount will be refunded.

For external (non-Ashva Pure brand) one-time services, the inspection or visit fee is set dynamically per service type in our system and is shown to you at the time of booking. The final invoice is generated after the technician adds line items (service and parts) on-site.

4.1 Inspection / Visit Fee

• If the appointment is cancelled before the technician is dispatched (e.g. you cancel with reasonable notice before the scheduled visit): The inspection / visit fee may be refunded. Please contact support to request a refund; we will process it where the cancellation is within our stated cutoff (at least 24 hours before the scheduled slot, or as shown at the time of booking, whichever is communicated to you).
• If the visit has been completed or the technician has already been dispatched: The inspection / visit fee is non-refundable, except where the failure is attributable to Ashva Pure (e.g. technician did not arrive, incorrect service performed).

4.2 Parts Procured Specifically for Your Order

If parts have been ordered or procured specifically for your service request, they are non-refundable once ordered, unless the parts can be returned to the vendor in unused condition and the vendor accepts the return.

4.3 Repairs and Parts Already Billed

Charges for repairs, parts, or services that have already been completed and billed are non-refundable, except for duplicate charges or erroneous charges verified by Ashva Pure after you contact support with the transaction or invoice details. If the repair does not resolve the issue or the same problem recurs within the rectification window stated in the service completion report (default: seven (7) days), Ashva Pure will re-examine at no additional inspection charge and, where possible, perform a rectification. If a rectification requires additional parts, a revised quote will be shared for your approval before proceeding.

All eligible refunds are processed to the original payment method used at the time of the transaction. If the original payment method is no longer available (e.g., closed bank account or expired card), Ashva Pure will coordinate with you to arrange an alternative refund method, such as NEFT/IMPS bank transfer.

Refunds are initiated to the original payment method where possible. Processing timelines are subject to the payment gateway and your bank or card issuer; we do not control these timelines. In many cases refunds are reflected within 7–10 business days from initiation. For status or to provide required details (e.g. alternate bank account if the original method is unavailable), please contact us at [email protected] with your transaction reference and registered phone number.

How to request a cancellation or refund: You may submit a cancellation request through the customer portal or app (where available), or email us at [email protected] with your registered phone number and booking or ticket reference. We will process eligible requests in accordance with this Policy.

Refunds are processed to the original payment method (e.g. UPI, card, net banking). We do not offer cash refunds unless required by applicable law or mandated by a competent authority.

If you believe a charge is incorrect or unauthorised, we strongly encourage you to contact Ashva Pure support before initiating a chargeback with your bank or card issuer. Filing a chargeback without first contacting us may delay resolution and may result in temporary suspension of your account pending investigation.

To raise a payment dispute:

1. Email [email protected] with the subject line “Payment Dispute” and include your transaction reference number, date, amount, and a description of the issue.
2. Our finance team will investigate the dispute and respond within five (5) business days.
3. If the dispute is valid, a refund or credit will be processed as per the timelines in Section 5.
4. If the dispute is found to be invalid, we will provide you with a detailed explanation.

Ashva Pure reserves the right to contest chargebacks that it believes to be fraudulent or unwarranted and to provide relevant transaction documentation to the acquiring bank.

Ashva Pure may initiate the cancellation of your subscription or service under the following circumstances:

• Unserviceable area: If your location is determined to be outside the current Service Area, or if Ashva Purediscontinues service in your area.
• Safety concerns: If our technician identifies conditions at the installation site that pose a safety risk to the Equipment, the technician, or the occupants (e.g., faulty wiring, hazardous water supply, structural issues).
• Force majeure: Events beyond Ashva Pure's reasonable control, as described in our Terms of Service.
• Account termination: If your account is suspended or terminated for breach of our Terms of Service (e.g., non-payment, fraud, misuse).

In the case of company-initiated cancellation, the following refund rules apply:

• Security deposit: Fully refundable (subject to standard Equipment inspection and any applicable damage deductions) within 14 days of Equipment pickup.
• Inspection / visit fee (external service): Refundable if the cancellation occurs before the technician is dispatched or if the cancellation is due to a Ashva Pure-side issue (e.g., technician unavailability, service area withdrawal).
• Subscription charges already billed: Non-refundable, except where Ashva Pure cancels before the start of a paid period, in which case that period's charge will be refunded.

Ashva Pure will provide you with reasonable advance notice (wherever possible) of any company-initiated cancellation and will assist with the transition, including scheduling Equipment pickup and processing refunds promptly.

We may update this Cancellation & Refund Policy from time to time. Material changes will be posted on the Platform with an updated “Last Updated” date. Your continued use of our services after such updates constitutes acceptance of the revised Policy.

For any questions, cancellation requests, or refund requests, contact us at [email protected] or +91 84959 98156.