Digital Goods Refund Policy

Digital Goods Refund & Resolution Policy

Effective Date: September 09, 2026
Platform: Rupam Tech Digital Commerce Marketplace

At Rupam Tech, we pride ourselves on delivering premium, thoroughly vetted software products, starter kits, and design templates. Because digital goods (including source code, downloadable archives, and cryptographic license keys) are delivered instantaneously and cannot be physically returned or revoked once downloaded, standard physical-goods return policies do not apply.

However, customer satisfaction is our top priority. We provide a fair, transparent refund policy to protect buyers in cases of genuine technical defects.

1. When You Are Eligible for a Full Refund

You are entitled to a full 100% refund under any of the following verified conditions:

1. Fatal Technical Defect / Non-Functional Product:
   • The purchased software has a critical defect, missing core files, or fails to execute as documented on a standard environment matching the product's stated requirements.
   • You submitted a support ticket within seven (7) calendar days of purchase, and our engineering support team / author was unable to resolve the issue or provide a working patch within 48 hours.
2. Substantial Discrepancy / Misrepresentation:
   • The delivered product differs fundamentally in core features or specifications from the catalog description.
3. Accidental Duplicate Transaction:
   • You were accidentally charged twice for the same product due to a gateway timeout or network glitch. (The duplicate charge is refunded immediately upon confirmation).
4. Undelivered Order / Gateway Failure:
   • Your payment was successfully deducted by Razorpay, but our automated fulfillment system failed to generate a download grant or license key within 6 hours.

2. When Refunds Cannot Be Granted

We cannot grant refunds under the following circumstances:

• Change of Mind or Buyer's Remorse: Requesting a refund simply because you decided not to use the product or no longer need it after the download link has already been accessed or the license key revealed.
• Server / Environment Incompatibility: The product does not run on your server because your hosting fails to meet the minimum PHP version, database version, or PHP extension requirements clearly stated on the product page.
• Lack of Technical Proficiency: Inability to operate standard software development tools (e.g., Composer, Node/NPM, Git, or Docker) when the product documentation assumes standard developer competency.
• Custom Code Modifications: The defect was caused by your own third-party modifications, custom scripts, or alterations to the original codebase.
• Refusal to Provide Troubleshooting Diagnostics: Refusing to share standard error logs, screenshots, or stack traces required by our support engineers to diagnose the defect.

3. Step-by-Step Refund Request Process

1. Submit a Ticket: Navigate to your customer portal and open a ticket under Create Support Ticket.
2. Select Category: Choose "Refund Request / Technical Defect" and select the relevant Order & Product.
3. Describe the Issue: Provide your environment details (PHP version, web server, database), exact error message or stack trace, and steps taken.
4. 48-Hour Technical Review: Our team will review the claim, verify with the author, and attempt an immediate resolution. If unresolvable, your refund is approved.

4. Settlement & Payout Timelines

• Approved refunds are credited directly back to the original payment method (UPI account, credit/debit card, or net banking account) through Razorpay.
• UPI Payments: Typically reflect within 2 to 24 hours.
• Credit / Debit Cards & Net Banking: Processed within 3 to 5 business days, depending on your issuing bank's settlement cycle.
• Once a refund is issued, all associated download grants and license keys are permanently deactivated.