1. Scope

This policy applies to orders and bookings placed through the Saugat Academy website, including physical goods (where offered), digital products or content, subscriptions, courses, programmes, events, registrations and other services. Where a specific product, service, booking or offer has additional cancellation or refund conditions, those conditions will be displayed before the order is placed and will be read together with this policy.

This policy does not reduce any right or remedy that a customer may have under applicable law. Any separately identified donation or voluntary contribution, if accepted on a website or affiliated platform, may be governed by the specific terms displayed for that contribution.

2. Order cancellation

A customer may submit a cancellation request by contacting us as soon as possible and quoting the relevant Order ID or booking reference. Whether cancellation can be accepted depends on the nature and status of the order.

• Before processing: A cancellation request received before an order is processed, prepared, dispatched, activated or scheduled will generally be considered, subject to any clearly disclosed product- or service-specific conditions.
• After processing or dispatch: Cancellation may no longer be possible. The customer may instead be required to follow the applicable return or service-cancellation process, where available.
• After access or service commencement: Digital content, subscriptions, bookings or services that have already been accessed, activated, substantially performed or commenced may not be eligible for a change-of-mind refund, except where the applicable offer or law provides otherwise.
• Cancellation by Saugat Academy: If we cancel an order or are unable to provide the confirmed product or service, we will inform the customer and offer an appropriate alternative, rescheduling or refund, as applicable.

3. Refund eligibility

Refund requests are assessed fairly on the facts of the order, the description and conditions shown at the time of purchase, the status of fulfilment and applicable law. A refund or other suitable remedy may be considered in situations such as:

• An order is cancelled by us or cannot be fulfilled.
• Payment is collected more than once for the same order.
• A product is not delivered, is materially different from its description, or is received damaged or defective, subject to verification and the applicable return conditions.
• A paid digital item, access or service is not made available or is materially not provided as confirmed.
• A booking, event or service is cancelled by us and no suitable alternative is accepted by the customer.
• A refund or other remedy is required under applicable law.

Change-of-mind requests, non-use, missed sessions, incorrect details supplied by the customer, or requests made after fulfilment has begun may not qualify for a refund where the applicable terms and law permit that outcome. Any exclusion will be interpreted subject to customers' statutory rights.

4. Returns, replacements and exchanges

Where physical products are offered, return, replacement or exchange eligibility will depend on the product category and the conditions displayed on the relevant product page or order confirmation. Customers should retain the original packaging, accessories, invoice and proof of purchase where reasonably possible.

Before sending an item back, please contact support and obtain return instructions. Unauthorised returns, items damaged due to misuse or items returned incomplete may require additional review. Nothing in this section limits remedies available under applicable consumer law.

5. Failed, pending, duplicate and unrecognised payments

• Failed or pending payment: If your account has been debited but the order shows failed, pending or incomplete, please do not immediately make another payment. Contact us with your Order ID and transaction reference so that the payment status can be checked.
• Duplicate payment: Where more than one payment is verified against the same order, the additional successful payment will be reviewed for refund.
• UPI or QR payment: A UTR/reference number or payment screenshot is not, by itself, confirmation that funds have been received. The payment is treated as received only after the credit is verified in the relevant account.
• Payment gateway transactions: A gateway success, failure or pending message will be reconciled with the payment provider's transaction record before the final order status or refund is confirmed.

6. How to submit a refund or cancellation request

Email support@saugatacademy.com with the subject Refund / Cancellation Request – [Order ID]. Please include:

• Order ID or booking reference, customer name and registered contact details;
• order date, item or service name and amount paid;
• payment method and transaction ID / UTR / reference number, if available; and
• the reason for the request and relevant supporting details or photographs, where applicable.

We may request reasonable additional information to locate the order, verify the transaction or assess the request. Please do not send full card details, CVV, OTP, passwords or UPI PIN.

7. Review and refund processing

We will review the request and may contact the customer for clarification. Once a refund is approved, we normally aim to initiate it within 7 business days, unless the nature of the case, verification requirements, payment provider or applicable law requires a different timeline. If additional time is needed, we will communicate the status where reasonably possible.

Approved refunds will ordinarily be sent to the original payment method. The time taken for the amount to appear in the customer's bank account, card statement or payment wallet depends on the bank, card issuer, UPI app and payment provider. Any refund reference or confirmation available to us will be shared with the customer.

Shipping charges, return costs, convenience fees or other third-party charges, if any, will be handled in accordance with the conditions disclosed at purchase and applicable law.

8. Contact and grievance assistance

For faster assistance, mention your Order ID in all communications. We will review and respond to customer concerns through the contact channels listed above.