Refund & Cancellation Policy

Audita sells digital deliverables — editable .docx and .xlsx ISO toolkits that you download immediately after purchase. This page explains when a refund is available, how to request one, what we'll do first to try to resolve the underlying issue, and how long the refund takes.

1. Before you buy — we want you to be sure

Audita toolkits are professional digital products. To help you decide before you commit:

• Every toolkit's product page lists exactly what's inside — clause coverage, file inventory, the standard edition, the licence terms.
• Every product page has an FAQ section covering the most common pre-purchase questions ("Will this pass audit?", "Can I customise it?", "What if the standard revises?").
• Have a question we haven't answered? Write to hello@audita.in before you buy and we'll answer within 1 working day. We strongly prefer this over you buying, downloading, and discovering a mismatch.
• At checkout you confirm — via the Audita Licence Agreement consent — that the named legal entity is the only organisation entitled to use the documents and that the licence is non-transferable.

By completing your purchase you confirm you have reviewed the toolkit's description, FAQ, and licence terms, and accept this Refund Policy.

2. We'll try to fix it first

Most "refund" requests we receive are really support requests — a file someone can't find, a clause that needs adapting to a specific context, an authentication issue. So before we process a refund, we ask for the chance to resolve the underlying issue. It's almost always faster than waiting for the refund to clear.

The process:

• Step 1. Email hello@audita.in with your order ID (ORD-YYYY-AUDITA-XXXXXX) and a description of what's wrong.
• Step 2. Within 1 working day we'll respond — either with a fix, a workaround, or (if we genuinely can't resolve it) confirmation that we'll proceed to refund.
• Step 3. If a refund is the right outcome, we initiate it within 2 working days. See timing below for when it lands in your account.

3. When refunds are available

Before any file has been downloaded.

If you have not downloaded any file from your purchase, you can request a refund within 7 days of the order date. We ask only that you complete Step 1 above first — often a quick email exchange surfaces a fixable problem, and refunds that prove necessary are then processed without friction.

After at least one file has been downloaded.

Once any file from the toolkit has been downloaded, the licence is considered used and the order is no longer refundable as a matter of default policy — a digital deliverable, once delivered, cannot meaningfully be "returned". We do still issue refunds at our discretion in the specific cases below.

4. Always-eligible cases

These warrant a refund regardless of download status, after the fix-first step above:

• Files don't function as described and we're unable to resolve the issue within 3 working days.
• Promised content is missing from the toolkit and we can't substitute equivalent material.
• Download access genuinely fails — signed-URL routing problems, account-recovery failure, and we can't deliver via an alternative method (email attachment, support session) within 3 working days.
• Duplicate charges (same toolkit, same hour) — refunded in full on request, no questions.
• Razorpay payment captured but no order created — usually Razorpay's auto-reversal catches this within 5–7 days; if it doesn't, write to us with the Razorpay payment ID (starts pay_) and we'll trace it.

5. Not eligible

After at least one file has been downloaded, the following are not grounds for refund:

• Change of mind. If you've decided you don't want the toolkit any more, the licence remains valid and yours to keep — but the purchase price isn't recoverable.
• Wrong toolkit selection. If you bought ISO 9001 and meant to buy ISO 27001, write to us before downloading either and we'll swap. Once a download has happened the licence is locked to that toolkit.
• Lack of time, capacity, or expertise to implement. Audita provides the documentation; implementing it inside your organisation is on your side. Many buyers engage a consultant from our directory for hands-on implementation help.
• Customisation that's outside scope of the toolkit's description — e.g. an industry-specific overlay we didn't claim to cover.
• Third-party issues — auditor disagreements with documentation that meets the standard, certification body delays, your organisation's internal policy conflicts.

6. Subscription add-on (update access)

The optional annual update subscription is sold separately from the toolkit. If you cancel within 7 days AND haven't downloaded any newer-than-purchase version during that window, the subscription is refundable in full. After 7 days the subscription is non-refundable but can be cancelled at any time (no further charges, current period continues until expiry).

7. How long the refund takes to reach you

Once we initiate the refund:

• UPI / netbanking: usually instant, up to 1 business day
• Credit cards: 5–7 business days, depending on issuer
• Debit cards: 5–10 business days
• International cards (USD): 7–14 business days

The refund appears as a credit on your original payment method's statement. If you don't see it after the windows above, check with your bank first (refund reference IDs are in our notification email), then write back to us and we'll trace it via Razorpay.

8. What happens to your licence after a refund

When a full refund is issued, the associated licence is automatically revoked. Further attempts to download any version of the toolkit will be declined. Files you already downloaded continue to exist on your computer, but per the Audita Licence Agreement you are no longer entitled to use them once a refund has been issued.

9. Chargebacks & disputes

We strongly prefer that you contact us before initiating a chargeback with your bank — most issues resolve faster directly, and the fix-first process above almost always sorts the actual problem. If you do raise a chargeback, the matching licence is automatically revoked pending resolution.

10. Contact

Email: hello@audita.in
Response time: 1 working day (Mon–Fri, IST)
Please include your order ID (format ORD-YYYY-AUDITA-XXXXXX) in the subject line.