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Refund & Cancellation Policy

Effective date: 13 October 2026 · Last updated: 13 October 2026

This policy explains how cancellations and refunds work for digital products sold on sustrades.in: free PDF resources and paid online courses. It forms part of our Terms & Conditions. Nothing in this policy limits your rights under applicable Indian consumer protection law.

1. Free PDF resources and failed downloads

Free resources involve no payment, so no refund applies. If a download fails or a file appears broken, try again from a different browser or network. If the problem continues, contact us with the name of the resource and we will fix the file or send you a working copy.

2. Payment succeeded but course access was not delivered

Access is added automatically once Razorpay confirms the payment. If money was deducted but the course does not appear in your account:

  • open the order from your account — the order page re-checks the payment status with Razorpay;
  • if access still does not appear, contact us with your order number and the time of payment;
  • once we confirm that the payment was successfully captured for your order, we will either grant the access you paid for or, if you prefer, refund the payment in full.

3. Duplicate charges

If you were charged more than once for the same order or for a course you already own, contact us with the payment references (Razorpay payment IDs or bank/UPI transaction details). Our system flags duplicate payments for review. After verification, the duplicate amount will be refunded in full to the original payment method.

4. Failed or pending transactions

  • Failed payment: no access is granted. If money was debited for a failed payment, it is usually reversed automatically by your bank or by Razorpay according to their timelines. If it is not, contact us with the transaction details and we will help trace it.
  • Pending payment: some payments (often UPI or net banking) take time to be confirmed. Access is granted automatically if the payment is later confirmed as successful. Please wait before paying again, or contact us if you are unsure.
  • Cancelled checkout: if you close the payment window without paying, the order is cancelled and nothing is charged. If a payment does complete afterwards, the order will be completed and access granted.

5. Course materially inaccessible or defective

If a purchased course is materially inaccessible or defective — for example, lessons will not play, content described on the course page is missing, or the course is withdrawn — and we cannot fix the problem within a reasonable time after you report it, you are entitled to an appropriate remedy, which may include a full or partial refund.

6. Other refund requests

Because courses are digital content made available immediately after purchase, refunds for other reasons (such as a change of mind) are not automatic. You may still submit a request with your order number and reason, and each request will be reviewed fairly on its own facts. This does not affect your rights in sections 2–5 or under applicable law.

7. How to submit a refund request

  • Email sustrades.fx@gmail.com or WhatsApp +91 8016215407, or use the Contact page and choose “Refund request”.
  • Include your order number, the email address on your account and the reason for the request.
  • Never share your card number, CVV, UPI PIN, OTP or passwords — we will never ask for them.

8. Review process and response

We will acknowledge your request, review the order and payment records, and may ask for further information. We aim to respond as promptly as reasonably possible and will inform you of the outcome by email. If a refund is approved, we will share the refund reference once it has been initiated.

9. Effect of a refund on course access

When an order is fully refunded, access to the courses in that order is removed from your account. A refund of a duplicate payment does not affect access granted by the original, valid payment.

10. How Razorpay refunds are processed

Approved refunds are initiated through Razorpay to the original payment method used for the purchase. After a refund is initiated, the time it takes for the money to appear in your account depends on Razorpay, your bank and the payment method, and is outside our direct control. If a refund does not arrive, contact us with the refund reference and we will follow up with Razorpay.

11. Statutory consumer rights

This policy does not exclude or limit any rights or remedies you have under applicable Indian law, including consumer protection law. If any part of this policy conflicts with those rights, your statutory rights prevail.

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