Refund, Cancellation & Service Policy

This Return, Refund, Cancellation & Service Policy (“Policy”) governs all purchases made through FreshMindWave Private Limited (FMW) (“Company”, “we”, “our”, “us”). By placing an order, you (“Customer”, “you”) agree to the terms stated herein.

1. Nature of Products & Services

The Company sells installation-based water ionizer systems and related products, which are delivered and installed by authorized personnel at the customer’s location. These products are custom-installed and non-resalable after installation.

2. No Return / No Refund Policy

• All products are non-returnable and non-refundable once installed.
• Due to the hygienic, customized installation and usage nature, no return, exchange, or refund shall be entertained after installation.
• By completing the purchase, the Customer acknowledges and agrees to this condition.

3. Cancellation Policy

• Orders may only be cancelled prior to installation.
• Any token amount / booking amount paid shall be strictly non-refundable, even in case of cancellation before installation.
• Once installation is completed, no cancellation requests shall be accepted.

4. Payment Terms

• 100% payment must be completed prior to installation of the product.
• Orders shall not be processed for installation unless full payment is received.
• The Company reserves the right to refuse or delay installation in case of incomplete payment.

5. EMI / Payment Gateway Terms (Razorpay / PayU / Stripe Compliance)

• The Company may offer EMI (Equated Monthly Installment) options through third-party payment partners, including but not limited to Razorpay, PayU, and Stripe.
• Approval of EMI is solely at the discretion of the issuing bank or financial institution.
• The Company:
  • Does not guarantee EMI approval
  • Is not responsible for EMI rejection, interest rates, processing fees, or charges applied by banks
• In case of order cancellation (before installation):
  • Processing fees, convenience fees, EMI conversion charges, or gateway charges are non-refundable
• In case of disputes related to EMI:
  • Customers must directly contact their bank or payment provider
• Once a transaction is successfully processed:
  • The Company shall not be liable for chargebacks or disputes raised without valid reason
• Fraudulent chargebacks or disputes may lead to:
  • Legal action
  • Blacklisting of the customer from future transactions

6. Delivery & Installation Policy

• The Company does not ship or courier products.
• Products are delivered and installed by authorized technicians / engineers at the Customer’s specified location.
• Installation is considered as final delivery and acceptance of the product.

See the detailed Shipping & Installation Policy.

7. Warranty & Service Policy

• Products are covered under manufacturer / company warranty, as communicated at the time of purchase.
• During warranty:
  • Repairs shall be carried out by authorized service personnel
  • Products may be taken to the service center for diagnosis / repair
• During the free service period:
  • No service or visit charges will be applied

8. Post-Warranty Service

• After expiry of the free service period:
  • All services, visits, repairs, and replacements shall be chargeable
• Charges shall be communicated prior to service

9. Service Request & Customer Support

• For service and warranty-related requests: WhatsApp +91 9315687943
• For general queries and support: Email contact@freshmindwave.com

10. Proof of Purchase Requirement

• Customers must provide:
  • Original invoice
  • Valid warranty card
• Failure to provide required documents may result in:
  • Denial of service or warranty claims

11. Buyback / Resale Policy

• Customers may request a buyback of the product.
• The Company:
  • May offer a price after inspection and evaluation
  • Is not obligated to accept buyback requests
• Accessories and consumables are not eligible for buyback

12. Limitation of Liability

• The Company shall not be liable for:
  • Indirect, incidental, or consequential damages
  • Misuse, mishandling, or unauthorized modifications
• Maximum liability shall not exceed the amount paid by the Customer for the product

13. Fraud Prevention & Transaction Security

• The Company reserves the right to:
  • Cancel any order suspected of fraud
  • Request additional KYC or verification before processing orders
• Suspicious transactions may be reported to relevant authorities

14. Governing Law & Jurisdiction

• This Policy shall be governed by the laws of India.
• All disputes shall be subject to the exclusive jurisdiction of courts in Noida, Uttar Pradesh.

15. Policy Updates

• The Company reserves the right to modify this Policy at any time without prior notice.
• Updated versions shall be published on the website.