Cancellation & Refund Policy

This policy explains how cancellations and refunds work for purchases made from Faaya Astu Pvt Ltd ("Faaya", "We", "Us"). It applies to subscription plans, one-time onboarding or setup fees, and fabric scanner hardware purchased through our website or Razorpay payment links.

1. Subscription Plans (SaaS)

• Subscription fees are non-refundable once the plan has been activated. We offer a free trial so You can evaluate the Service before purchase.
• You may cancel renewal at any time from Your account or by contacting support. Cancellation stops future billing; access continues until the end of the current billing period.
• Partial-period refunds are not provided for mid-cycle cancellations, downgrades, or unused features.

2. Onboarding & Setup Fees

• Onboarding and setup fees are refundable only if cancellation is requested before onboarding has started.
• Once onboarding activities (kickoff call, account configuration, data migration, training, or similar) have begun, the fee is non-refundable.

3. Hardware (Fabric Scanner & LED Display)

"Hardware" refers to Faaya's fabric scanner and LED display, available either standalone or as part of a bundle. Both devices follow the same policy below.

• Hardware is covered by a Dead-on-Arrival (DOA) replacement policy. If the device arrives damaged or non-functional, report it within 48 hours of delivery with photographs and the unboxing video. We will arrange a free replacement after verification.
• Manufacturing defects outside the DOA window are covered under the manufacturer's warranty terms shared with the device. For the LED display, the applicable warranty duration and terms vary by the brand and model shipped, and are disclosed on the invoice and in the warranty card packed with the device.
• We do not accept change-of-mind returns. Hardware once delivered and in working condition is not refundable or exchangeable.

4. EMI Transactions

Where a payment was made via EMI (Standard or No-Cost) on a credit card:

• Approved refunds are credited back to the same card used for the original transaction.
• The EMI schedule continues or is reversed by Your issuing bank according to their policy. Faaya does not control the bank's EMI closure or interest-reversal process.
• Faaya does not refund interest, processing fees, or other charges levied directly by the bank on EMI transactions.

5. Refund Timeline

Once a refund is approved, it is initiated from our side within 5 business days. Depending on Your bank or payment method, the amount typically reflects in the source account within 7–10 business days of initiation.

6. How to Request a Cancellation or Refund

Email info@faaya.io with Your order or invoice number and the reason for the request. You can also reach us via the Contact Us page.