Refund & Return Policy

1 Policy Scope

This Refund & Return Policy applies to all products and services purchased from AlifTech Secure — through our website aliftechsecure.in, direct quotation, walk-in purchases at our Indore office, or any other authorised channel.

It covers the following categories:

• Product sales — CCTV, networking, biometric, fire alarm, EPABX, IT hardware, GPS devices
• Installation services — site survey, deployment, configuration, handover
• Annual Maintenance Contracts (AMC) — comprehensive and non-comprehensive
• GPS tracking subscriptions — FleetNow GPS hardware and software plans
• FleetNow GPS dealer onboarding and channel programs

By placing an order or signing a quotation / AMC, you confirm that you have read and accepted this policy along with our Terms & Conditions and Privacy Policy.

2 General Refund Stance

We are committed to supplying only genuine, sealed, brand-authorised products in top condition. However, due to the nature of our business and the policies set by the manufacturers we represent, refunds are not offered as a general rule.

Once a product has been purchased, paid for, and dispatched (or self-picked from our Indore office), the sale is considered final, except under the specific scenarios listed in this policy.

3 Dead on Arrival (DOA) Products

While DOA cases are rare (typically less than 1% failure rate across the brands we sell), they do occasionally occur. If a product is found completely non-functional at the time of unboxing, the following process applies:

4 Returns – Not Accepted

We do not accept returns under the following conditions:

• Buyer changed their mind after delivery
• Wrong product ordered by the customer
• Product has been used, unboxed, or installed and is functioning normally
• Compatibility issues with existing systems — it is the customer's responsibility to confirm specifications, voltage, protocols, and integration requirements before placing the order
• Aesthetic preferences (colour shade, design impression) once accurate product images and specs were provided pre-sale
• Damage caused by improper handling, third-party installation, or environmental factors (power surge, water ingress, lightning)

5 Warranty Claims

Every product sold by AlifTech Secure is backed by the manufacturer's official warranty (typically 1–3 years depending on brand and model). For warranty service:

• Submit the defective product to our Indore office service centre with original invoice and accessories
• We will log the unit with the relevant brand's authorised service centre
• Turnaround time depends entirely on the OEM's process — typically 15 to 45 working days
• You will be informed when the repaired / replaced unit is ready for collection
• Door-step warranty pickup is generally not provided, except where the OEM's own service network offers it directly

6 Damage in Transit

While we pack every shipment carefully and use trusted courier partners, transit damage occasionally occurs. To protect your interests, please follow this process:

6.1 Visible Damage at Delivery

• Inspect the outer packaging in the courier's presence before signing the proof of delivery
• If you see clear damage (crushed box, tears, water marks, open seals), refuse the delivery and inform us within 24 hours
• If the courier refuses to wait, sign with the remark "Box damaged, contents unchecked" and inform us immediately

6.2 Concealed Damage (Inside the Box)

• Report within 48 hours of delivery via email or WhatsApp
• Share an unboxing video (recording from sealed box to unwrapping the product) along with photos of the damage
• Retain all original packaging, foam, and accessories until the case is resolved

Once the claim is filed, we coordinate with the courier and the OEM to arrange a repair, replacement, or credit — subject to their respective approval processes.

7 Order Cancellations

• Orders can be cancelled only before payment is received and processed.
• Once payment is received and the order is confirmed or dispatched, cancellation is not possible.
• For custom orders (brand-imported items, large quantities, configured-to-order devices), cancellation is not permitted after the order is placed with the OEM / distributor, even if payment was made within the last few hours.
• If we cancel an order from our side (due to stock unavailability, pricing error, or fraud suspicion), a full refund will be issued as per Section 13.

8 Refunds – Exceptional Cases

Refunds will only be considered in the following situations:

• The product is out of stock and cannot be sourced within a reasonable time
• A duplicate payment was made by the customer
• The product was not delivered due to logistic failure and returned to us undelivered
• The order was cancelled by AlifTech Secure due to pricing error, fraud detection, or unforeseen supply issues
• A specific written commitment from AlifTech Secure permitting a refund

Approved refunds are processed within 7 to 10 working days via the original payment method, as detailed in Section 13.

9 Installation Services Refunds

Installation services are quoted, scheduled, and delivered based on a signed quotation. Refund rules:

• Before site survey: If you cancel before the site survey is conducted, the advance paid is refundable in full, minus any third-party costs already incurred (such as confirmed travel for outstation surveys).
• After site survey, before installation start: Site survey charges (if mentioned in the quotation) are non-refundable. Balance amount is refundable, minus 5% as administrative cost.
• After installation start: Once material has been dispatched to site or technicians have begun work, the project is treated as in progress. Refunds are not available; instead, work is completed to handover stage and any disputes are addressed through service correction.
• If AlifTech Secure cancels: If we are unable to deliver the project for reasons within our control, you will receive a full refund of any amount paid for unfulfilled work.

Any additional work (extra cameras, cabling, brackets) not in the original quotation is billed separately and is non-refundable once executed.

10 AMC Contract Refunds

• AMC contracts are paid 100% in advance on an annual or half-yearly cycle.
• Once the AMC is activated, the contract is treated as a service commitment and is generally non-refundable.
• If AlifTech Secure terminates the AMC during the contract period for reasons not attributable to the customer (such as our inability to continue servicing the location), a pro-rata refund for the unused portion will be processed.
• If the customer terminates early (e.g., site closure, business shutdown, change of vendor), no refund is provided for the unused period.
• Preventive maintenance visits that were not availed by the customer due to site access issues or unresponsiveness do not qualify for refund.
• Renewals follow the same advance-payment, non-refundable structure.

11 GPS Hardware & Subscriptions

11.1 GPS Hardware

• GPS devices follow the same refund rules as other products (see Sections 2–6).
• Once a GPS device has been activated, registered on VAHAN / Parivahan, or paired with the tracking platform, it is treated as commissioned and is non-refundable.
• DOA cases must be reported within 24–48 hours of receipt, before installation on a vehicle.

11.2 GPS Software Subscription

• Software subscriptions are sold on an annual or multi-year basis and billed 100% in advance.
• Once a subscription is activated, it is non-refundable, including for unused months.
• No pro-rata refund is offered if a vehicle is sold, scrapped, or the tracking is discontinued mid-cycle.
• Subscription transfer to another vehicle owned by the same account holder may be permitted at our discretion, depending on the OEM platform.

12 FleetNow Dealer Onboarding

• Dealer onboarding fees, training charges, marketing kit fees, and channel program fees are strictly non-refundable once paid.
• Initial stock orders placed under a dealer program follow the standard product refund rules (no refund except DOA / damage in transit cases).
• If a Dealer Agreement is terminated by either side, any unpaid invoices remain due and any prepaid platform subscriptions for the dealer's customers continue till expiry as per their individual subscriptions.
• Specific dealer-level commercial terms in the signed Dealer Agreement will prevail over this section.

13 Refund Modes & Timelines

Approved refunds are processed via the original payment method wherever possible:

• Timelines start from the date of refund approval, not from the date of request.
• Refunds are issued only in Indian Rupees (INR).
• Card surcharges (the 2% payment gateway charge, where applicable) are non-refundable, as they are levied by the gateway and not retained by us.
• Shipping charges, where already paid, are non-refundable except where the entire order is cancelled by us.

14 B2B Credit Notes

For business customers, dealers, and recurring buyers, AlifTech Secure may issue a credit note in place of (or in addition to) a cash refund. Credit notes can be used towards future purchases under the same business account.

• Credit notes are issued in the customer's registered business name with their GSTIN
• Validity: 12 months from the date of issue, unless otherwise agreed
• Credit notes are non-transferable to other businesses or individuals
• Credit notes can be partially redeemed across multiple future orders within validity
• Unused credit notes after validity period lapse and are not refundable in cash
• GST adjustment on credit notes follows the rules in Section 15

To request a credit note instead of a refund, email info@aliftechsecure.in with your business name, GSTIN, and the relevant invoice details.

15 GST Adjustment on Refunds

• All refunds are processed in line with applicable GST credit note provisions under the GST Act and Rules.
• For GST-registered B2B customers, refunds and credit notes are issued net of GST, with a corresponding GST credit note reflecting in your GSTR returns.
• You may be required to reverse the input tax credit (ITC) claimed on the original invoice when a credit note is issued.
• For B2C customers, refunds are issued inclusive of GST as applicable.
• Reporting timelines for GST credit notes follow the deadlines set by GST law for the relevant financial year.

16 Dispute Resolution

If you are not satisfied with the outcome of a refund or return request, please follow this escalation path:

1. Level 1: Email info@aliftechsecure.in with subject "Refund Dispute" — response within 48 hours.
2. Level 2: If unresolved, escalate to our Grievance Officer (Mr. Usman Gani, Founder & Director) at info@aliftechsecure.in or +91 91091 06826.
3. Level 3: If still unresolved, disputes fall under the jurisdiction of the courts at Indore, Madhya Pradesh as per our Terms & Conditions.

We aim to resolve refund-related complaints within 30 days of receipt, in line with consumer protection norms.

17 Policy Updates

This Refund & Return Policy may be updated periodically to reflect changes in our practices, OEM policies, or applicable laws. The latest version will always be available at aliftechsecure.in/refund-return-policy with a revised "Last Updated" date. The policy that applies to your order is the version in effect on the date the order was placed.

18 Contact Us

For any refund-related questions, DOA reports, warranty claims, or transit damage cases, please reach us at:

AlifTech Secure
📍 112 Basement, Akbar Ali Complex, Mahatma Gandhi Road,
Below Hotel Kanchan Tilak, Near 56 Dukan, Palasia Square,
New Palasia, Indore, Madhya Pradesh – 452001, India

📞 +91 91091 06826
📧 info@aliftechsecure.in
🌐 www.aliftechsecure.in