Refund & Cancellation Policy

1. SCOPE OF THIS POLICY

This Policy applies, where relevant, to:

• Laptop rentals;
• Desktop rentals;
• Server rentals;
• IT hardware rentals;
• Equipment deployment;
• IT support services;
• On-site engineer services;
• IT infrastructure services;
• Installation and configuration services;
• Advance rental payments;
• Security deposits;
• Service payments;
• Duplicate payments;
• Overpayments; and
• Other transactions with Hyphenet Enterprises.

2. IMPORTANT PRINCIPLE

Because Hyphenet Enterprises provides equipment and services primarily to corporate customers, cancellation and refund eligibility may depend on the stage of the transaction.

For example, different terms may apply where:

• Only an enquiry has been submitted;
• A quotation has been issued;
• A quotation has been accepted;
• Payment has been received;
• Equipment has been reserved;
• Equipment has been prepared or configured;
• Equipment has been dispatched;
• Equipment has been delivered;
• Equipment has been deployed;
• IT support has commenced; or
• A rental period has already started.

Accordingly, a refund is not automatically available merely because a customer requests cancellation.

3. ENQUIRIES

Submitting an enquiry through:

• Website;
• Email;
• Telephone;
• WhatsApp;
• Contact form; or
• Other communication channel

does not create a financial obligation unless the Customer subsequently accepts a quotation, places an order, makes payment or enters into a contractual arrangement.

No cancellation charge normally applies to a simple enquiry where no order or payment has been made.

4. QUOTATION CANCELLATION

A quotation issued by Hyphenet Enterprises may be cancelled or withdrawn before acceptance, subject to its stated validity period.

A quotation does not automatically create a confirmed rental booking until accepted in accordance with the applicable commercial terms.

5. ORDER CONFIRMATION

Once a Customer:

• Accepts a quotation;
• Issues a purchase order;
• Makes an advance payment;
• Signs a rental agreement; or
• Otherwise confirms the order,

Hyphenet Enterprises may begin preparing, reserving, configuring or arranging the Equipment or services.

Cancellation terms may therefore apply from that point onward.

6. CANCELLATION BEFORE PAYMENT

Where no payment has been made and Equipment has not been specially procured, configured or dispatched, the Customer may generally request cancellation without a refund issue arising.

However, Hyphenet Enterprises may recover any separately agreed costs already incurred for:

• Special procurement;
• Custom configuration;
• Software/licensing;
• Logistics;
• Installation;
• Special accessories; or
• Other Customer-requested services.

7. CANCELLATION AFTER ADVANCE PAYMENT

Where the Customer has paid an advance amount, refund eligibility depends on:

• The applicable quotation;
• Rental agreement;
• Order status;
• Equipment availability;
• Whether Equipment has been reserved;
• Whether Equipment has been configured;
• Whether Equipment has been dispatched;
• Whether services have commenced; and
• Costs already incurred by Hyphenet Enterprises.

The advance payment does not automatically become refundable upon cancellation.

8. CANCELLATION BEFORE EQUIPMENT DISPATCH

Where a Customer requests cancellation before Equipment has been dispatched, Hyphenet Enterprises may consider a refund after deducting applicable costs already incurred.

Such costs may include:

• Procurement costs;
• Equipment reservation costs;
• Configuration;
• Imaging;
• Software/licensing;
• Asset tagging;
• Packaging;
• Logistics;
• Administrative costs;
• Installation preparation; and
• Other non-recoverable costs.

The actual refund will depend on the applicable commercial agreement.

9. CANCELLATION AFTER EQUIPMENT DISPATCH

Once Equipment has been dispatched for delivery, cancellation may result in charges relating to:

• Transportation;
• Logistics;
• Reverse logistics;
• Packaging;
• Handling;
• Configuration;
• Installation;
• Manpower;
• Equipment reservation; and
• Other costs already incurred.

Any refund, if applicable, will be determined after deduction of such applicable charges.

10. CANCELLATION AFTER DELIVERY

Once Equipment has been delivered to the Customer, cancellation will generally be treated as a return or early termination of the rental arrangement rather than a simple order cancellation.

The Customer may therefore remain responsible for:

• Applicable rental charges;
• Minimum rental commitment;
• Delivery charges;
• Collection charges;
• Configuration charges;
• Installation charges;
• Damage charges;
• Missing accessory charges; and
• Other applicable contractual amounts.

11. CANCELLATION AFTER DEPLOYMENT

Once Equipment has been installed, configured or deployed, cancellation may be subject to the terms of the applicable rental agreement.

Costs already incurred may not be refundable.

Where a minimum rental period has been agreed, early cancellation may not eliminate the Customer's payment obligations for that minimum period.

12. RENTAL PERIOD CANCELLATION

Once the Rental Period has commenced, the Customer may request early termination or return of Equipment.

Early return does not automatically result in a refund of unused rental charges.

The applicable:

• Minimum rental period;
• Lock-in period;
• Notice period;
• Early termination charge; and
• Commercial terms

shall apply.

13. MINIMUM RENTAL COMMITMENT

Where a minimum Rental Period or minimum commercial commitment has been agreed, the Customer remains responsible for the applicable charges for that minimum period unless the parties agree otherwise in writing.

Returning Equipment early does not automatically cancel the minimum commitment.

14. MONTHLY RENTAL PAID IN ADVANCE

Where monthly rental is paid in advance, cancellation during an active rental month will generally not result in a pro-rata refund unless:

• The applicable agreement specifically permits it;
• Hyphenet Enterprises agrees otherwise in writing; or
• A refund is required by applicable law.

15. UNUSED RENTAL PERIOD

Unused rental time is not automatically refundable.

Any adjustment for unused rental period shall depend on:

• The applicable rental agreement;
• Billing cycle;
• Minimum commitment;
• Termination provisions; and
• Commercial approval.

16. SECURITY DEPOSIT

A Security Deposit is generally different from Rental Charges.

The Security Deposit may be:

• Refundable;
• Adjustable;
• Held against contractual obligations; or
• Used to recover permitted amounts,

depending on the applicable rental agreement.

17. SECURITY DEPOSIT REFUND

Subject to the applicable agreement, the Security Deposit may be processed for refund after:

• All Equipment has been returned;
• All Accessories have been returned;
• Equipment inspection is completed;
• Damage assessment is completed;
• Outstanding rental is paid;
• Other outstanding invoices are settled; and
• Asset reconciliation is completed.

The refund amount may be reduced by legitimate amounts payable by the Customer under the applicable agreement.

18. SECURITY DEPOSIT DEDUCTIONS

Hyphenet Enterprises may deduct applicable amounts from the Security Deposit for:

• Unpaid rental;
• Damage beyond normal wear and tear;
• Lost Equipment;
• Stolen Equipment;
• Missing Accessories;
• Repair charges;
• Replacement charges;
• Late-return charges;
• Collection/recovery charges where applicable;
• Other unpaid contractual charges; or
• Other legally recoverable amounts.

19. DAMAGE-RELATED REFUNDS

Where Equipment is returned with damage, the Security Deposit refund may be held until the damage assessment is completed.

If repair or replacement costs exceed the available Security Deposit, the Customer may remain responsible for the balance.

20. LOST OR STOLEN EQUIPMENT

No refund of rental charges will normally be provided merely because Equipment is lost or stolen.

The Customer remains responsible for its contractual obligations relating to the Equipment, subject to the applicable rental agreement and law.

21. MISSING ACCESSORIES

Where Equipment is returned without supplied Accessories, applicable replacement charges may be deducted from the Security Deposit or invoiced separately.

Examples include:

• Laptop charger;
• Power adapter;
• Bag;
• Mouse;
• Keyboard;
• Cable;
• Docking station;
• Monitor; or
• Other supplied Accessories.

22. IT SUPPORT SERVICE CANCELLATION

Cancellation of IT support services will be governed by the applicable quotation, service agreement or SLA.

Where a support service has already been provided, the amount attributable to services already performed may not be refundable.

23. ON-SITE ENGINEER CANCELLATION

Where an on-site engineer has been assigned or deployed, cancellation may be subject to:

• Notice requirements;
• Agreed minimum service period;
• Engineer mobilisation costs;
• Travel expenses;
• Resource allocation costs; and
• Other agreed commercial terms.

24. PREPAID SUPPORT SERVICES

Where IT support or engineering services are prepaid, refunds may be considered only for the portion of services that has not been delivered, subject to the applicable agreement and any non-refundable costs.

25. CUSTOM CONFIGURATION

Amounts paid for custom configuration may be non-refundable where Hyphenet Enterprises has already incurred costs for:

• RAM upgrade;
• SSD/storage upgrade;
• Operating system configuration;
• Software installation;
• Custom imaging;
• Asset tagging;
• Security configuration;
• Special accessories; or
• Other Customer-specific preparation.

26. SPECIAL PROCUREMENT

Where Equipment has been specially procured, reserved or sourced specifically for a Customer, cancellation may result in non-refundable costs or cancellation charges.

The applicable quotation or agreement may specify such charges.

27. SOFTWARE AND LICENCE COSTS

Software licences or subscriptions procured specifically for a Customer may be non-refundable where:

• The licence has already been activated;
• The licence is non-transferable;
• The licence cannot be cancelled;
• The vendor does not provide a refund; or
• The applicable agreement makes the licence cost non-refundable.

28. DELIVERY AND LOGISTICS CHARGES

Delivery charges already incurred may not be refundable where:

• Equipment has already been dispatched;
• Delivery has been attempted;
• Equipment has been delivered;
• Reverse logistics has been initiated; or
• Special transportation has been arranged.

29. INSTALLATION CHARGES

Where installation or deployment services have already been performed, the related charges will generally not be refundable.

30. CUSTOMER-REQUESTED CANCELLATION

Where cancellation is requested by the Customer for reasons unrelated to a failure by Hyphenet Enterprises to provide the agreed service, the applicable cancellation and refund terms shall be determined by the relevant quotation or agreement.

31. CANCELLATION DUE TO NON-AVAILABILITY

If Hyphenet Enterprises is unable to provide the agreed Equipment or service and no reasonable alternative is mutually agreed, Hyphenet Enterprises may provide a refund of amounts received for the undelivered portion of the transaction, subject to the applicable agreement and law.

32. CANCELLATION DUE TO CUSTOMER NON-COMPLIANCE

Where a transaction is cancelled or terminated because the Customer:

• Fails to make payment;
• Fails to provide required documents;
• Provides materially incorrect information;
• Fails to provide access;
• Breaches the rental agreement;
• Misuses Equipment; or
• Violates applicable law,

any refund will be subject to the applicable agreement and amounts properly recoverable by Hyphenet Enterprises.

33. CANCELLATION DUE TO HYPHENET ENTERPRISES

Where Hyphenet Enterprises cancels a confirmed order before delivery for reasons within its control and cannot provide a reasonable alternative, Hyphenet Enterprises will, subject to the applicable agreement, consider refunding amounts received for the undelivered portion of the transaction.

34. REFUND REQUEST

A Customer requesting a refund should submit a request through:

Email: sales@hyphenet.net

The request should include:

• Customer/company name;
• Contact person;
• Invoice number;
• Quotation/order number;
• Payment reference;
• Equipment details, where applicable;
• Reason for refund;
• Amount claimed; and
• Bank/payment details where required.

35. REFUND VERIFICATION

Hyphenet Enterprises may verify a refund request before processing it.

Verification may include:

• Invoice review;
• Payment confirmation;
• Equipment return;
• Asset reconciliation;
• Damage inspection;
• Service records;
• Contract review; and
• Customer identity or authorisation verification.

36. REFUND PROCESSING

Once a refund is approved, Hyphenet Enterprises will process the eligible amount using an appropriate payment method.

Where reasonably possible, refunds will be made to the original payment source.

For corporate customers, refunds may be processed to the verified bank account associated with the relevant business transaction.

37. REFUND TIMELINE

Approved refunds will generally be initiated within a reasonable business period after completion of all required verification and reconciliation.

The actual time taken for the amount to appear in the Customer's bank account may depend on:

• Bank processing;
• Payment gateway;
• Financial institution;
• Payment method;
• Internal verification; and
• Other third-party processing.

Where a specific refund timeline is agreed in the applicable contract, that contractual timeline will apply.

38. BANK DETAILS FOR REFUNDS

For bank-transfer refunds, the Customer may be required to provide:

• Account holder name;
• Bank name;
• Account number;
• IFSC;
• Branch details; and
• Supporting documentation where reasonably required.

Hyphenet Enterprises may verify the bank account before processing a refund.

39. REFUND TO THIRD PARTIES

Refunds will normally be made to the original Customer or original payment source.

Hyphenet Enterprises may refuse to refund a third party unless appropriate authority and documentation are provided.

40. DUPLICATE PAYMENTS

If a Customer accidentally makes a duplicate payment for the same invoice or transaction, the Customer should notify Hyphenet Enterprises promptly.

After verification, the duplicate amount may be:

• Refunded;
• Adjusted against another outstanding invoice; or
• Carried forward as a credit,

subject to mutual agreement.

41. OVERPAYMENTS

Where a Customer pays more than the amount due, the excess amount may be:

• Refunded;
• Adjusted against future invoices; or
• Applied against another outstanding amount,

subject to Customer and Hyphenet Enterprises' agreement.

42. CREDIT ADJUSTMENT

Instead of a cash refund, Hyphenet Enterprises may offer a credit adjustment where commercially appropriate and agreed with the Customer.

A credit may be applied against:

• Future rental;
• Support charges;
• Service invoices; or
• Other outstanding amounts.

43. TAX AND GST ADJUSTMENTS

Where a refund relates to an invoice on which GST or another statutory tax has been charged, the refund and any corresponding tax adjustment will be handled in accordance with applicable tax laws and accounting requirements.

Appropriate credit notes or other documentation may be issued where required.

44. REFUNDS AFTER INVOICE ISSUANCE

Where an invoice has already been issued, any refund or adjustment may require:

• Credit note;
• Debit note;
• Revised invoice;
• Accounting adjustment; or
• Other documentation required under applicable law.

45. NON-REFUNDABLE AMOUNTS

Unless otherwise agreed in writing, the following may be non-refundable where already incurred or performed:

• Custom configuration charges;
• Installation charges;
• Deployment charges;
• Special procurement costs;
• Software licence costs;
• Non-refundable third-party charges;
• Delivery charges already incurred;
• Collection or reverse-logistics charges;
• Services already provided;
• Engineer mobilisation charges; and
• Other costs expressly identified as non-refundable in the applicable quotation or agreement.

46. RENTAL DAMAGE CHARGES

Damage charges are not considered a "refund" and may be separately invoiced or deducted from the Security Deposit.

47. EARLY TERMINATION

Early termination of a rental agreement does not automatically create a right to a refund.

The applicable rental agreement will determine:

• Notice period;
• Minimum rental period;
• Lock-in period;
• Early termination charges;
• Outstanding rental;
• Equipment return obligations; and
• Security Deposit adjustment.

48. CANCELLATION OF EQUIPMENT RESERVATION

If Equipment has been specifically reserved for a Customer, cancellation may result in charges where the reservation has prevented Hyphenet Enterprises from allocating the Equipment to another customer.

49. CANCELLATION OF LARGE OR BULK ORDERS

For bulk requirements, such as large numbers of laptops, desktops or servers, cancellation terms may be specifically negotiated.

Bulk orders may involve:

• Special procurement;
• Inventory reservation;
• Configuration;
• Imaging;
• Logistics planning;
• Staffing;
• Site preparation; and
• Other costs.

The applicable quotation or agreement will determine cancellation and refund obligations.

50. PROJECT-BASED RENTALS

For project-based rentals, cancellation may be subject to the project-specific commercial agreement.

Project cancellation may involve charges for:

• Equipment reservation;
• Procurement;
• Deployment;
• Logistics;
• Engineer allocation;
• Configuration;
• Installation; and
• Other committed resources.

51. SERVER AND DATA-CENTRE EQUIPMENT

For server or data-centre equipment, cancellation may involve additional charges relating to:

• Rack allocation;
• Data-centre charges;
• Installation;
• Transportation;
• Configuration;
• Network setup;
• IP resources;
• Third-party services; and
• Other infrastructure commitments.

Such charges may be non-refundable where already incurred.

52. REFUND FOR SERVICE INTERRUPTION

A service interruption does not automatically create a refund entitlement.

Where an SLA provides service credits, adjustments or compensation for service downtime, those provisions shall apply.

Any service credit under an SLA shall be treated separately from a general refund.

53. EQUIPMENT FAILURE

Where rented Equipment fails due to a covered hardware issue, Hyphenet Enterprises may first attempt:

• Troubleshooting;
• Repair;
• Component replacement; or
• Equipment replacement.

A hardware failure does not automatically entitle the Customer to cancellation or a full rental refund.

Where an SLA provides specific credits or adjustments, those terms shall apply.

54. CUSTOMER APPLICATION OR SOFTWARE ISSUES

No refund will normally be provided merely because the Customer's:

• Software;
• Application;
• Operating system configuration;
• Network;
• Internet;
• Third-party service; or
• Business application

does not function as expected, where the rented Equipment itself meets the agreed specification.

55. CUSTOMER DATA

Before requesting cancellation, return or refund, Customers should ensure that all required data has been backed up.

Hyphenet Enterprises is not responsible for Customer data lost due to:

• Return;
• Repair;
• Replacement;
• Reinstallation;
• Reformatting;
• Data sanitisation; or
• Other authorised technical activity,

except where expressly agreed otherwise.

56. REFUND EXCLUSIONS

A refund may be denied or limited where:

• The Customer has materially breached the applicable agreement;
• Equipment has not been returned;
• Equipment is lost or stolen;
• Equipment has been damaged beyond normal wear and tear;
• Outstanding amounts remain unpaid;
• The refund request relates to services already delivered;
• The amount represents a non-refundable cost;
• The Customer has provided materially incorrect information;
• The transaction involved fraud or unauthorised payment; or
• The applicable agreement excludes the requested refund.

57. FRAUDULENT OR UNAUTHORISED TRANSACTIONS

If a transaction appears fraudulent, unauthorised or suspicious, Hyphenet Enterprises may delay or suspend refund processing while the transaction is investigated.

Where necessary, information may be shared with relevant payment providers, banks or authorities in accordance with applicable law.

58. PAYMENT GATEWAY REFUNDS

Where payment was made through a third-party payment gateway, the refund may be subject to the gateway's processing procedures.

Third-party processing times are outside Hyphenet Enterprises' direct control.

59. BANKING DELAYS

Hyphenet Enterprises is not responsible for delays caused solely by:

• Banks;
• Payment gateways;
• Financial institutions;
• Payment networks; or
• Other third-party financial processors.

60. REFUND COMMUNICATION

Hyphenet Enterprises may communicate refund status through:

• Email;
• Telephone;
• WhatsApp;
• Customer portal; or
• Other agreed communication channels.

Customers should ensure that their contact information is current.

61. CUSTOMER RESPONSIBILITY FOR ACCURATE INFORMATION

Customers are responsible for providing accurate:

• Bank details;
• Invoice details;
• Contact details;
• Payment information;
• Company information; and
• Other information required to process the refund.

Hyphenet Enterprises is not responsible for delays caused by incorrect information supplied by the Customer.

62. NO CASH REFUNDS

Unless specifically agreed otherwise, refunds will generally be processed through:

• Bank transfer;
• Original payment method;
• Payment gateway;
• Credit adjustment; or
• Another traceable payment method.

63. SECURITY DEPOSIT AND OUTSTANDING DUES

A Security Deposit will not be refunded while there are unresolved contractual amounts unless Hyphenet Enterprises determines that sufficient funds remain after adjustment.

64. REFUND AFTER EQUIPMENT COLLECTION

Where Equipment has been collected but the final condition has not yet been assessed, any refundable Security Deposit may remain pending until:

• Equipment inspection;
• Asset reconciliation;
• Damage assessment; and
• Final account reconciliation

are completed.

65. REFUND DISPUTES

If a Customer disputes a refund calculation or deduction, the Customer should contact:

sales@hyphenet.net

The Customer should provide the relevant:

• Invoice;
• Rental agreement;
• Payment reference;
• Equipment details;
• Return documentation; and
• Reason for dispute.

Hyphenet Enterprises will review the matter based on the applicable commercial documents and records.

66. NO AUTOMATIC REFUND FOR CHANGE OF MIND

For corporate rental transactions, a Customer's change of business requirement, reduction in headcount, project cancellation or change of plans does not automatically create a right to a refund.

The applicable rental agreement and commercial terms shall govern.

67. CANCELLATION DUE TO CHANGE IN BUSINESS REQUIREMENT

Where a Customer's requirement changes after confirmation, Hyphenet Enterprises may, where commercially feasible, offer:

• Quantity reduction;
• Equipment substitution;
• Rental extension;
• Equipment upgrade;
• Credit adjustment; or
• Another mutually agreed solution.

Any such adjustment is subject to commercial approval.

68. PARTIAL CANCELLATION

Where only part of an order is cancelled, the refund or adjustment will be calculated based on:

• Equipment already delivered;
• Equipment already configured;
• Equipment reserved;
• Services already provided;
• Minimum rental commitment;
• Cancellation charges; and
• Other applicable terms.

69. MULTI-CITY DEPLOYMENTS

For customers receiving Equipment or services across multiple cities, cancellation may be assessed separately for each deployment location.

Additional logistics or collection costs may apply.

70. CANCELLATION OF ON-SITE SUPPORT

Cancellation of an on-site support visit may be subject to notice requirements specified in the applicable SLA or service agreement.

Where an engineer has already been dispatched, applicable mobilisation or travel costs may be charged.

71. NO REFUND FOR CUSTOMER-CAUSED DELAYS

Where service or delivery is delayed because the Customer fails to provide:

• Access;
• Information;
• Payment;
• Documents;
• Site readiness;
• Security clearance;
• Approvals; or
• Other required cooperation,

the Customer may not be entitled to a refund for the resulting delay.

72. REFUND AND CREDIT APPROVAL

Any refund, credit or commercial adjustment must be approved by an authorised representative of Hyphenet Enterprises.

Sales personnel or support personnel may not automatically have authority to approve refunds outside approved commercial procedures.

73. REFUND RECORDS

Hyphenet Enterprises may maintain records relating to:

• Refund requests;
• Approval;
• Payment;
• Credit notes;
• Security Deposit;
• Equipment return;
• Damage assessment; and
• Customer communications.

Such records may be retained in accordance with applicable law and our Privacy Policy.

74. CHANGES TO THIS POLICY

Hyphenet Enterprises may update this Refund & Cancellation Policy from time to time.

The version applicable to a particular transaction may be determined by:

• The applicable quotation;
• Rental agreement;
• Service agreement;
• Purchase order;
• Order confirmation; or
• Other written contractual document.

75. GOVERNING LAW

This Policy shall be governed by the laws of India.

Subject to any specific dispute-resolution or jurisdiction provision contained in the applicable agreement, disputes shall be subject to the jurisdiction of the appropriate courts having jurisdiction over Hyphenet Enterprises.

76. DISPUTE RESOLUTION

Customers should first attempt to resolve refund or cancellation disputes by contacting Hyphenet Enterprises.

Where the applicable agreement provides for:

• Negotiation;
• Mediation;
• Arbitration; or
• Other dispute-resolution procedures,

those procedures shall apply.

77. GRIEVANCE REDRESSAL

For complaints or disputes relating to refunds or cancellations, customers may contact:

Grievance Officer: Rahul KumarDesignation: Sr. ManagerEmail: sales@hyphenet.netPhone: +91 93540 45878

Working Hours: Monday to Saturday, during normal business hours

78. CONTACT INFORMATION

Hyphenet Enterprises

Sales / Privacy Email: sales@hyphenet.net

Support Email: support@hyphenet.net

Phone: +91 93540 45878

Registered / Principal Office:

7th Floor, Devika Tower,Lala Lajpat Rai Road,Nehru Place, New Delhi,Delhi – 110019, India

Grievance Officer: Rahul Kumar

Designation: Sr. Manager

Grievance Email: sales@hyphenet.net

Grievance Phone: +91 93540 45878

Working Hours: Monday to Saturday, during normal business hours

79. CUSTOMER ACKNOWLEDGEMENT

By submitting an order, accepting a quotation, making a payment, entering into a rental agreement, receiving Equipment or using Hyphenet Enterprises' services, the Customer acknowledges that it has read and understood this Refund & Cancellation Policy.

Where a specific quotation, rental agreement, service agreement or other written contract contains different refund or cancellation provisions, those specific provisions shall prevail for that transaction.

80. FINAL NOTICE

Nothing in this Policy is intended to limit any mandatory rights or remedies available to a Customer under applicable law.

Any refund or cancellation arrangement agreed in a signed written agreement shall take precedence over this general Policy to the extent of any inconsistency.

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