Legal
Cancellation and refund policy
This policy explains how cancellations and refunds work for projects with Thy Dark Hour Systems OPC Pvt. Ltd. ("TDH Systems", "we", "us"). Most of our work is made to order, so refunds are worked out against the work done, as set out below. Where your accepted quote or a signed agreement says something different, that applies.
In short
- You can cancel a project at any time, in writing.
- You pay for the work done and the costs committed up to that point. We refund anything you paid beyond that.
- Unopened, unused devices can be returned within 7 days of delivery.
- Refunds go back the way you paid. Payment gateway refunds are processed within 5 to 7 business days of approval.
This summary is here to help. The full policy below is what applies.
How projects are billed
Each project is priced in a written quote before work starts. If your quote asks for a deposit, it is invoiced when you accept the quote. The rest is invoiced as set out in your quote.
Estimated items are billed at the quoted rate on actual use. Change orders are billed as set out in each change order.
Cancelling a project
You can cancel a project at any time by writing to info@thydarkhour.com. You remain responsible for the work done, and for costs we have committed on your behalf, up to the point you cancel. Those costs include devices ordered for your project and licences bought for it.
What is refundable
Whether a refund is due depends on how far the work has gone when you cancel.
- Before work starts
- We refund what you have paid in full, less any third-party costs already committed and any non-refundable transaction fees.
- After work starts
- We refund anything you have paid beyond the value of the work done and the costs committed up to that point.
- Deposits
- A deposit reserves time in our schedule for your project. It is refundable only to the extent that it exceeds the value of the work done and the costs committed.
- Accepted deliverables
- Deliverables that have been accepted are not refundable.
When a deliverable counts as accepted
A deliverable counts as accepted 7 days after we deliver it, unless you ask for a revision before then, within the revision rounds included in your quote. When we deliver a revised version, the 7 days start again.
Devices we supply
- Unopened devices
- You can return unopened, unused devices within 7 days of delivery. We refund the price of the device, less the shipping costs.
- Opened or installed
- Devices that have been opened or installed, and custom hardware made for your project, cannot be returned.
- Faulty devices
- Faulty devices are covered by the manufacturer's warranty. We help you make the claim.
How devices are delivered and checked is covered in our delivery policy.
Cancellation by us
If we cannot continue a project, we will tell you, stop billing, and refund anything you have paid beyond the value of the work done up to that point.
How refunds are paid
We confirm every approved refund in writing, then pay it back the way you paid.
- Card or gateway payment
- Refunded to the original payment method through our payment gateway, within 5 to 7 business days of approval. Your bank or card provider then takes its usual time to show it.
- Bank transfer or UPI
- Refunded to the account that paid, in INR. Bank charges may apply, and the time it takes to arrive depends on the banks involved.
- International wire
- Refunded by wire to the account that paid, in USD. Bank charges may apply, and the time it takes to arrive depends on the banks involved.
How to ask for a refund
Email info@thydarkhour.com with your invoice or quote reference and the reason for the request. We review it, talk it through with you, and confirm in writing what, if anything, is due before we pay any refund.
Refund requests
Send refund requests and any questions about this policy to the address below. We reply within one to two business days.