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Refund Policy

Last updated: 19 May 2026

We want every customer to be satisfied. This policy explains when refunds are issued and how the process works.

1. Maintenance services

  • Maintenance services are paid after delivery, so refunds rarely apply.
  • If you are dissatisfied with a maintenance visit, contact us within 48 hours and we will either re-perform the service free of charge or issue a partial/full refund at our reasonable discretion.

2. New tank setup — milestone payments

New setups follow a 50 / 40 / 10 milestone payment plan. Refund eligibility depends on which stage you cancel at:

Booking deposit (50%)

  • Refundable if you cancel before any equipment has been ordered or any work has begun on your behalf.
  • Non-refundable once equipment has been ordered or custom tank fabrication has begun (typically within 2-3 working days of receiving your deposit). Custom tank fabrication uses cut-to-spec materials that cannot be repurposed.
  • You will be informed by email or WhatsApp when equipment ordering / fabrication begins, giving you a final window to cancel without forfeit.

Installation payment (40%)

  • Charged immediately before installation begins.
  • Refundable in full only if installation is demonstrably defective and we are unable or unwilling to remediate.
  • Workmanship issues are first addressed by re-doing the affected work at no additional cost (see Warranty).

Completion payment (10%)

  • Charged after the cycling phase, when the tank is verified healthy.
  • If cycling fails due to demonstrable workmanship error on our part, we will not invoice this milestone and will work with you toward a fair resolution.
  • Cycling failures caused by customer factors (overfeeding, equipment switched off, environmental changes outside our control) are not eligible for refund.
  • For non-payment of the completion balance, see our Terms of Service, Section 5.

3. How to request a refund

Email hello@aquozy.com with the subject line "Refund Request — <your booking reference>" and a brief description of the reason. We will acknowledge within 2 working days.

4. How refunds are processed

  • All approved refunds are processed via UPI transfer, regardless of how the original payment was made (UPI or cash).
  • You will need to provide your UPI ID when requesting a refund. We will initiate the transfer within 3–5 working days of approval.
  • Once initiated, UPI refunds typically reflect instantly or within 1 working day.

5. Disputes

If you disagree with our refund decision, you may escalate to our Grievance Officer (see our Privacy Policy for contact). We aim to resolve all disputes within 30 days. If unresolved, you retain your rights under the Consumer Protection Act, 2019.

For any refund question, write to us at hello@aquozy.com.