At Turnkey Inc., we understand that business requirements can change, and sometimes cancellations become necessary. This Cancellation Policy outlines our fair and transparent approach to handling order and service cancellations while maintaining the sustainability of our operations. With 29 years of experience serving Nagpur’s business community, we’ve developed these policies to balance customer flexibility with responsible business practices, ensuring we can continue providing excellent service to all our clients.

Our Philosophy on Cancellations: We believe in building long-term relationships with our customers, which means being flexible and understanding when circumstances change. However, as a business dealing with physical products and scheduled services, we must also protect ourselves from losses that could impact our ability to serve all customers effectively. This policy reflects our commitment to fairness while maintaining operational efficiency.

Product Order Cancellations

Standard Product Cancellation Window: For most standard IT hardware products in our regular inventory, you can cancel orders within 24 hours of order confirmation without any penalty charges. This window allows you time to reconsider your purchase while giving us sufficient notice to halt processing and avoid unnecessary costs. We recognize that quick decision-making is often required in business environments, and this policy provides reasonable flexibility for changing requirements.

Custom and Special Order Products: Products that require custom configuration, special ordering from manufacturers, or personalization have more restrictive cancellation terms due to their specialized nature. Custom-configured systems can typically be cancelled within 2 hours of order confirmation, while imported or special-order items cannot be cancelled once manufacturer confirmation is received. These restrictions reflect the additional costs and commitments involved in sourcing specialized products.

Cancellation Process and Communication: To cancel any order, contact us immediately at +91 712-255-1676 or email murale@turnkeyinc.in with your order number and reason for cancellation. For orders exceeding ₹50,000, written confirmation is required to protect both parties and ensure clear documentation. We will acknowledge your cancellation request and provide confirmation within 24 hours, along with information about any applicable charges or refund processing timelines.

Cancellation Charges Structure: While we avoid cancellation charges whenever possible, certain situations may require modest fees to cover administrative costs and prevent losses. Orders cancelled within 24 hours of confirmation typically incur no charges for standard products. After 24 hours, a 5% cancellation charge may apply to cover processing costs. If products have already been dispatched, applicable shipping and handling charges will be deducted from any refund. Custom products may incur a 15% restocking fee after production confirmation to cover specialized preparation costs.

Service Cancellations and Modifications

Installation Service Cancellations: Installation services can be cancelled without charges if notice is provided before scheduling occurs. Once service appointments are scheduled, we require 24 hours advance notice to avoid charges, as our technicians’ time has been allocated to your project. Cancellations on the scheduled service day will incur minimum service charges to compensate for technician availability and travel costs. If installation work has been partially completed, charges will apply only for the work actually performed.

AMC Service Agreement Cancellations: Annual Maintenance Contract cancellations require appropriate notice periods to ensure smooth transition of your equipment support. Annual contracts require 30 days written notice, while monthly contracts need 15 days advance notice. Immediate cancellation is available in special circumstances but may involve penalty charges depending on the remaining contract term. Pro-rata refunds are available for unused service periods when contracts are cancelled with proper notice.

Consultation and Support Service Changes: Professional consultation services can be cancelled without charges if 24 hours advance notice is provided. Same-day cancellations incur 50% of the consultation fee to cover preparation time and lost opportunity costs. No-show situations result in full consultation fee charges, as our experts’ time has been fully allocated to your appointment. We encourage rescheduling rather than cancellation whenever possible to avoid these charges.

Refund Processing and Timeline

Comprehensive Refund Processing: We process refunds promptly using the same payment method as the original transaction whenever possible. Cash payments receive immediate refunds upon product return and verification. Cheque payments are refunded within 3-5 working days after cancellation processing. Bank transfers require 5-7 working days for complete processing through banking systems. UPI payments typically see refunds credited within 2-3 working days.

Refund Calculation and Deductions: Refund amounts are calculated after deducting applicable cancellation charges, payment processing fees, shipping and handling costs for dispatched items, and restocking fees for special-order products. We provide detailed breakdowns of all deductions so you understand exactly how refund amounts are determined. Our goal is transparency in all financial transactions, ensuring you know what to expect throughout the refund process.

Special Circumstances and Exceptions

Force Majeure and Exceptional Situations: During natural disasters, government restrictions, supply chain disruptions, or other circumstances beyond anyone’s control, we may modify cancellation terms on a case-by-case basis. We prioritize customer relationships and will work with you to find reasonable solutions during extraordinary circumstances. Our experience serving Nagpur through various challenges over 29 years has taught us the importance of flexibility during difficult times.

Product Defect and Quality Issues: If products are found defective upon delivery or fail to meet specified requirements through no fault of the customer, immediate replacement or full refund is available without any cancellation charges. Return shipping costs are borne by Turnkey Inc. in such cases, and we often provide temporary replacement equipment to minimize business disruption while defects are resolved.

Supplier and Vendor Issues: When suppliers fail to deliver as committed or products don’t meet our quality standards, we provide full refunds without any deductions. We may also offer alternative product options or compensation for urgent requirements that cannot be met due to supplier failures. Our strong vendor relationships and experience help minimize such situations, but when they occur, we ensure customers are not disadvantaged.

Non-Cancellable Items and Services

Items That Cannot Be Cancelled: Software licenses cannot be cancelled after activation due to licensing restrictions. Custom-built servers and workstations cannot be cancelled once production begins, as they are specifically configured for your requirements. Personalized or engraved products, items with broken seals or opened packaging, and products that have been used or installed typically cannot be returned unless genuinely defective.

Non-Cancellable Services: Completed installation work, data recovery services after process initiation, on-site support that has already been provided, and emergency repair services cannot be cancelled as the value has already been delivered. However, we work with customers to ensure satisfaction even with completed services, often providing additional support or adjustments when reasonable.

Customer Responsibilities and Dispute Resolution

Customer Obligations: Customers must communicate cancellation requests promptly and clearly to minimize complications and charges. Products being returned must be in original condition with all accessories, packaging, and documentation intact. Necessary documentation including order confirmations and payment receipts must be provided to process cancellations efficiently.

Fair Dispute Resolution: We strive to resolve cancellation disputes through direct communication with our experienced management team. Unresolved issues may be escalated through senior management review, third-party mediation, or legal resolution as appropriate. All disputes are subject to the jurisdiction of courts in Nagpur, Maharashtra, reflecting our local business presence and commitment to the community.

Policy Updates and Communication: This cancellation policy may be updated periodically to reflect changes in business practices, legal requirements, or market conditions. Customers will be notified of significant changes through our website and direct communication. Policy changes will not affect orders placed before the effective date of changes, ensuring fairness for existing commitments.

Contact Information for Cancellations: For all cancellation requests and related queries, contact our dedicated team at +91 712-255-1676, +91 712-295-0676, mobile +91 98222 25416, or email murale@turnkeyinc.in. Our business hours are Monday to Saturday, 10:00 AM to 7:00 PM, with emergency contact available for AMC customers. We’re located at 103, Jeevan Chaaya, Soni Gali, Tekdi Road, Sitabuldi, Nagpur – 440 012 for in-person discussions when needed.