Legal
Refund & Cancellation Policy
Last updated
TerraSetu delivers site work, not products off a shelf, so most of what you pay for is materials ordered and work done for your site. This policy explains when you can cancel, what is refunded and how long it takes. The quotation or work order for your project may set different terms; where it does, those apply.
1. Free site visits
The first site visit and consultation are free, so there is nothing to refund or cancel.
2. Cancelling before work starts
- Within 7 days of paying an advance, and before materials are ordered or the team is sent to site: full refund of the advance.
- After materials are ordered or fabrication has begun: refund of the advance less the cost of materials bought for your site that the supplier will not take back, and any design or survey work already delivered.
- Materials we cannot return, such as cut pipes, custom filters, precast rings or tanks, are handed over to you if you prefer them to a deduction.
3. Cancelling after work has started
If you cancel once work is underway, we stop work, measure what has been done and share the measurement with you. You pay for work completed, materials delivered to site, and mobilisation and demobilisation costs. Any advance above that amount is refunded. Work completed is valued at the rates in the quotation.
4. Surveys, tests, drawings and reports
Percolation tests, water quality tests, topographic surveys, design drawings, structural designs, BOQs and detailed project reports are not refundable once the visit or test has been carried out or the document has been delivered, because the cost is incurred in producing them. If you cancel before the survey or test date, the fee is refunded in full.
5. If we cannot do the work
If we cancel, or cannot start within the agreed time for reasons in our control, you get a full refund of any amount paid for work not done. If the site turns out to be unsuitable, for example a recharge well is not permitted or the soil cannot take recharge, we refund the advance less the cost of any survey or test already done, which we will have told you about before doing it.
6. Defects and complaints
If something we built is not to the agreed specification or develops a defect in our workmanship during the defect liability period, we repair or redo it at no cost, as our Terms & Conditions explain. This is the remedy for defects rather than a refund, unless we are unable to fix it.
7. CSR and institutional projects
For CSR, government and institutional projects, cancellation and refunds follow the agreement or memorandum of understanding signed for the project, including its milestone and utilisation certificate terms.
8. How to request a refund
Email vivek@terrasetu.com or WhatsApp +91 97119 61946 with your name, site address and quotation or invoice number. We will confirm the amount in writing within 7 working days, with the measurement or material costs that support it. Approved refunds are paid by bank transfer to the account the payment came from within 10 working days of confirmation. GST is adjusted with a credit note as the law requires.
9. Contact
For any question about a cancellation or refund, reach us at:
Email: vivek@terrasetu.com · Phone or WhatsApp: +91 97119 61946 · Office: Satyam Plaza Shopping Complex, Fountain Chowk, Police Lines, Gurugram, Haryana 122001, India. We are available Monday to Saturday, 8 am to 6 pm IST.