Refund and cancellation policy

This policy is published by Durrani Lab Private Limited, whose registered office is at #1-2 Jamadar Hospital Bldg., Khori Galli, Latur, Maharashtra, India. It was last updated on 11 November 2026 and applies from that date.

1. What this policy covers

This policy covers every payment made to Durrani Lab Private Limited through this website or through a payment link we send you. That includes:

• fees for project work and services
• software subscriptions
• digital products and software licences
• physical goods

It forms part of our terms and conditions. Where a time on this page is counted in working days, a working day is Monday to Friday, except public holidays in Maharashtra.

2. Our approach

A purchase from us can be cancelled, and money paid to us can be refunded. We do not apply a fixed formula. Each request is reviewed individually, on its facts, by a person at Durrani Lab Private Limited.

We do not promise an automatic refund or a fixed percentage. We also do not refuse a request without a reason. Every decision is made against the criteria in the next section, requests of the same kind are treated in the same way, and you receive the decision in writing with the reasons for it.

3. What the review looks at

The review considers:

• what you ordered, and what the description, proposal or agreement said you would receive
• how much of the work has been done, and which stages you have accepted
• whether a digital product has been delivered or downloaded, or a licence key has been issued or activated
• for a subscription, how much of the paid period has passed and whether the service was available during it
• for goods, whether they have been dispatched, and their condition if they are returned
• costs we have already paid to others for your order and cannot recover, such as a domain name, hosting, a licence or shipping
• whether the problem came from our side, from yours or from an event outside the control of both
• how soon after delivery the request was made
• the terms of any signed agreement, which apply first

The outcome is a full refund, a part refund or no refund. The written decision says which, and explains how the points above led to it.

4. When we do not refuse a refund

We do not refuse to take back goods, to stop a service or to refund the price paid where the goods or services are:

• defective or deficient
• not genuine
• not as advertised or not as agreed
• delivered later than the schedule we stated, unless the delay was caused by an event outside our reasonable control

In these cases the review only establishes whether one of them applies.

We also return in full any amount that was charged twice or charged by mistake.

5. How to send a request

Email contact@durranilab.com, or contact us through the form on this website. Please include:

• your name, and the email address or phone number used for the purchase
• the order, invoice or payment reference
• the date and the amount of the payment
• what you are asking for: a cancellation, a refund or both
• the reason, with photographs or screenshots where they help

There is no fixed deadline for sending a request. Please send it as soon as you know of the problem, because a request is easier to assess while the facts are recent.

6. How long each step takes

If we need more information to decide, we ask for it in writing. In every case you have our decision within one month of the day we received your request.

After we initiate a refund, the time it takes to show in your account depends on your bank, your card issuer or your UPI app. We send you the refund reference when we initiate it. If the money has not arrived 10 working days after that, write to us and we will trace it with the payment gateway.

7. How a refund is paid

An approved refund is paid to the original payment method, through the payment gateway: the same card, UPI ID or bank account that made the payment.

If the original method cannot receive the money, for example because the card has been closed, we pay by bank transfer to an account in the name of the person who paid, and only with your written agreement.

We do not pay refunds in cash. We do not give store credit or vouchers in place of a refund.

8. Cancelling a project or service

To cancel project work or a service, write to us. Work stops when we confirm the cancellation in writing. If a signed agreement covers the project, its terms on cancellation apply first.

The review then compares the fees paid with the work done up to that day, the stages you have accepted and the costs already committed to others for your project. As a guide, payment for work that has been done and delivered is normally kept, and payment for work that has not started is normally returned.

If we cancel an order because we cannot supply it, we return the full amount paid for whatever has not been delivered.

9. Cancelling a subscription

You can cancel a subscription at any time. Write to contact@durranilab.com or use the contact form, or cancel the e-mandate in your bank or UPI app. Cancelling takes one message. We do not ask you to call us or to give a reason.

• We confirm the cancellation in writing within 48 hours of receiving it, and no renewal is charged after that confirmation.
• Access continues until the end of the period you have already paid for.
• A request to refund the current period is reviewed like any other request. The review looks at how much of the period has passed and whether the service was available during it.
• If a renewal is debited after we have confirmed your cancellation, that amount is returned in full.

10. Digital products and licences

Before delivery, that is before the download link or the licence key has been sent, a request to cancel is normally accepted and the payment returned.

After delivery or activation, a digital item cannot be handed back, so the outcome depends on the review. Tell us what is wrong. We first try to fix the problem or to replace the item. If the item does not work as described and we cannot put that right, the refund is not refused.

11. Physical goods

Before dispatch. Tell us as soon as you can. A request to cancel before dispatch is normally accepted and the payment returned.

Damaged, defective, wrong or missing items. Please report the problem within 7 days of delivery, with the order reference and photographs of the item and its packaging. We arrange a replacement or a refund, and we pay the cost of sending them back. A report made after 7 days is still reviewed. An early report matters because it lets us raise the matter with the carrier.

Any other return. A request to return goods for another reason is reviewed case by case. If we agree to it, the goods must come back unused and in their original packaging, and you pay the cost of sending them back. We tell you this before you send anything.

12. Cancellation charges and deductions

We do not charge a fee for cancelling. We do not deduct payment gateway charges or bank charges from an approved refund.

Money kept for work already done, for goods already delivered or for costs already paid to others is assessed in the review and explained in the written decision. It is not a charge for cancelling.

13. Failed and duplicate payments

If money leaves your account and the payment fails or does not reach us, your bank or the payment gateway reverses it. You do not need to send a request. The time this takes is set by your bank and by the rules of the Reserve Bank of India for failed transactions, not by us.

If the money is not back in your account within 7 working days, write to us with the transaction reference, the date and the amount. We will trace it with the payment gateway and tell you what we find.

If you are charged twice for the same order, tell us. Once we have confirmed the second charge, we return it in full within the time for an approved refund given under How long each step takes.

14. Payments from outside India

A refund is paid in the currency that was charged, to the same payment method. The amount you see in your own currency may differ from the amount you first paid, because exchange rates change and because your bank or card issuer may apply its own charges. Those are outside our control.

15. If you disagree with a decision

If you do not agree with a decision, write to the grievance officer named in the next section and say why. The request is then looked at again. Nothing in this policy removes a right that consumer law gives you.

16. Contact and grievances

Refund and cancellation requests, and complaints about how one was handled, go to the details below. Each one receives a ticket number.

Questions, requests and complaints go to the company at the details below. You can also contact us through the form on this site.

Grievance officer

If you are not satisfied with an answer, or you want to make a complaint, write to the Grievance Officer of Durrani Lab Private Limited.

We acknowledge every complaint within 48 hours and give it a ticket number, so that you can follow its progress. We resolve it within one month of the day we receive it, and we tell you the outcome in writing.