Refund &
Cancellation

The key points of this policy are:

• You can cancel an order before delivery, and the refund depends on how far along the order is.
• Once Equipment is delivered, a cancellation is treated as an early termination of the rental or lease.
• Security deposits are refundable after the Equipment is returned and inspected, less any lawful deductions.
• Rent for a period already used, and any minimum commitment, is generally not refundable.
• Approved refunds are paid to the original payment method or bank account wherever possible.

To cancel, send a written request (email is sufficient) to sales@trinexinfotech.com with your quotation or order reference. The cancellation takes effect when we acknowledge it in writing.

Cancellation Stages

• Before we confirm the order or begin preparing Equipment: full refund of any advance paid.
• After confirmation but before dispatch: refund of advance paid, less any costs we have already incurred, such as procurement, configuration, imaging, or non-recoverable third-party charges.
• After dispatch but before delivery: refund of advance paid, less actual logistics charges for both directions and any preparation costs incurred.
• Custom-configured, specially procured, or made-to-order Equipment: cancellation charges up to the full cost we have incurred, which will be shown on request.

Quotation Validity

An unaccepted quotation simply lapses at the end of its validity period. No payment is due and no refund is needed unless you have paid an advance.

Once Equipment has been delivered, the order can no longer be cancelled as a normal order. It is treated as a rental or lease already in progress, and the early termination rules below apply.

Delivery Inspection Window

If you notify us in writing within forty-eight (48) hours of delivery that the Equipment is damaged, defective, incomplete, or materially different from what was ordered, and we are unable to promptly repair or replace it, we will cancel the affected item and refund the related advance rent and deposit in full, including reasonable return logistics at our cost.

Notices received after this window are handled under the maintenance and support provisions of the Terms & Conditions.

You may end a rental or lease before the end of its Term by giving written notice as specified in your Agreement. The following applies unless your Agreement states otherwise:

• Rent is payable up to the date the Equipment is actually returned and accepted by us.
• If your Agreement has a minimum commitment period, rent for the remaining minimum period remains payable.
• Any early-termination charges stated in your Agreement will apply.
• Rent already paid for a period that has been used is not refundable.
• Rent paid in advance for a future period after the return date, and not covered by a minimum commitment, will be refunded or adjusted against amounts you owe.

Charges continue to accrue until the Equipment has been returned and accepted, so please arrange return promptly after giving notice.

Your security deposit is refunded after the Equipment has been returned to us and inspected, and all Charges have been settled.

Permitted Deductions

• Unpaid rent, taxes, late fees, or other Charges
• Repair or replacement cost for damage beyond normal wear and tear
• Cost of lost, stolen, or unreturned Equipment, accessories, adapters, or cables
• Early-termination or recovery costs, where applicable
• Any other amount you owe us under the Agreement

Timeline

We will complete the inspection and process the deposit refund within the period stated in your Agreement. If none is stated, we aim to refund within fifteen (15) working days of the Equipment being returned and accepted. If any amount is deducted, we will share a written breakdown with you.

The deposit does not earn interest unless your Agreement says so.

Advance rent and booking amounts are adjusted against your first invoice unless the order is cancelled under this policy.

• Delivery, installation, and return logistics charges are refundable only if we cancel the order, or if the cancellation is due to our error or delay.
• Taxes (including GST) paid on amounts that are refunded will be refunded, and credit notes will be issued as required by law.
• Payment gateway or bank charges deducted by third parties may not be recoverable where they are not refunded to us.

If Equipment is faulty during the Term, or if we delivered an incorrect item, we will first repair or replace it as described in the Terms & Conditions.

Where we cannot provide a repair or suitable replacement within a reasonable time, we will, at your option, either end the affected rental for that item or credit the rent for the period the item was unusable, as agreed in writing.

Faults caused by misuse, liquid or physical damage, unauthorised repair, or breach of the Terms are not eligible for refunds or credits.

How to Request a Refund

Email sales@trinexinfotech.com with your name, company, order or invoice reference, and the reason for your request.

Review & Payout

• We acknowledge refund requests within three (3) working days.
• Once a refund is approved, it is processed within seven (7) to ten (10) working days.
• Refunds are made to the original payment method or the bank account used for payment. Bank, UPI, or card networks may take additional days to show the credit.
• For payments by cheque or bank transfer, we may ask for bank account details and a cancelled cheque or proof of account ownership.
• Refunds are issued in Indian Rupees (INR).

The following are generally not refundable:

• Rent for any period during which the Equipment was delivered and available to you
• Rent for the unexpired part of a minimum commitment period
• Costs of custom configuration, special procurement, or software licences already purchased for your order
• Charges for damage, loss, theft, or misuse of Equipment
• Late fees and interest charged for delayed payments
• Delivery or logistics charges already incurred, unless the cancellation is due to our error

If money has been debited from your account but the payment failed or was not reflected against your order, please contact us with the transaction reference or screenshot. After verification, we will either apply the amount to your order or refund it.

If you have paid twice for the same invoice, the duplicate amount will be refunded or adjusted against your next invoice, at your choice.

Online payments are processed by third-party payment providers. Some failed-payment reversals are handled by your bank or the provider and follow their timelines.

If you disagree with a refund decision or a deduction, please write to us within seven (7) days of receiving our decision or breakdown, giving your reasons and supporting documents. We will review the matter and respond in writing.

Unresolved disputes are handled under the dispute resolution provisions of our Terms & Conditions, governed by the laws of India.

We may update this policy from time to time. When we do, we will revise the "Last Updated" date at the top of this page. Updated terms will not change the cancellation or refund terms of an Agreement already in force unless you agree in writing or the change is required by law.

For cancellations, refunds, or questions about this policy, contact us using the details below.