1. Quick Summary

• Assessment & recommendation stage: Digital assessments and recommendations are non-refundable once delivered.
• Before execution commencement: 100% refund of advance payment if materials have not been procured and execution resources have not been scheduled.
• After procurement or scheduling (but before execution): Refund equals the amount paid minus actual non-recoverable costs.
• After execution commencement: Refund is limited to the unexecuted portion of the approved scope only.
• After completion: No cash refunds. Quality-related concerns are addressed through rectification or rework under the applicable warranty.
• For clarity, execution commencement includes mobilization, surface preparation, or material opening/mixing—not only final application.

2. Definitions

• Advance Payment: Amount paid after acceptance of a system recommendation to confirm execution governed through the Platform.
• Execution Commencement: The point at which any of the following occur: Mobilization of execution resources to site, Surface preparation begins, Materials are opened, mixed, issued, or applied.
• Unexecuted Portion: The remaining scope not yet executed and materials not yet used, calculated based on the approved recommendation, BOQ, or agreed stage-wise pricing.
• Non-Recoverable Costs: Costs incurred that cannot reasonably be reversed, including but not limited to: Tinted or custom-colour materials, Special-order or non-returnable materials, Materials already mixed or issued, Delivery and logistics charges, Scaffolding or equipment rentals, Special tools hired, Payment gateway / UPI charges not refunded by the payment partner.

3. Cancellations

4. Non-Refundable Items

• Once incurred, the following are non-refundable:
• Custom-coloured or special-order materials
• Materials already opened, mixed, or applied
• Execution already completed
• Surface preparation already carried out
• Equipment or scaffolding rentals already billed
• Losses due to third-party interference or customer intervention after execution commencement
• Payment gateway charges not refunded by the payment provider

5. Pro-Rata Refund Calculation

• Refunds are calculated transparently as: Refund = Amount Paid − (Value of Executed Scope + Non-Recoverable Costs)
• Example: Amount paid: ₹50,000; Executed value: ₹18,000; Non-recoverable costs: ₹7,000; Refund: ₹25,000.
• A detailed breakup will be shared upon request.
• Taxes are refunded only to the extent permitted under applicable law and subject to issuance of a credit note where required.

6. Quality Issues & Warranty (No Cash Refunds)

• After execution completion, no cash refunds are provided.
• Quality-related concerns (e.g., dampness, leakage recurrence, coating failure) are addressed through rectification or rework under the applicable workmanship or material warranty.
• Subjective dissatisfaction (e.g., colour preference or aesthetic expectations) does not qualify for cash refunds after completion.

7. How to Request Cancellation or Refund

• To request a cancellation or refund, email: 📧 support@membrainapp.in (CC: help@membrainapp.in)
• Include: Subject: Refund Request – [Reference ID], Reference / Project ID, Registered mobile number, Reason for request, Supporting photos or videos (if applicable).
• Response timelines: Acknowledgement: within 2 business days; Eligibility & refund confirmation: within 7 business days; Refund processing: 5–7 business days from approval (maximum 10 business days).
• Bank processing timelines may vary.

8. Rescheduling

One reschedule is permitted at no additional charge if requested at least 24 hours before the scheduled start. Additional reschedules or late requests may attract actual costs related to mobilization or logistics.

9. Abuse, Fraud & Safety

Membrain reserves the right to refuse refunds or execution in cases of: Fraud or abuse, Unsafe site conditions, Harassment of personnel, Violation of Terms & Conditions. Site documentation (photos/videos) may be retained to support such decisions.

10. Contact & Grievance Redressal (India)

• Refunds & Support: support@membrainapp.in
• General Help: help@membrainapp.in
• Postal Location: Vadodara, Gujarat, India
• We aim to resolve refund-related queries within 7–10 business days of receiving complete information.

11. Legal

This policy does not limit statutory rights under applicable Indian laws, including the Consumer Protection Act, 2019. Membrain reserves the right to amend this policy at any time. The latest version will be indicated by the “Last updated” date.