Refund & Cancellation

Your first design consultation is free, whether it is online or at your home. There is no charge to book it, and no obligation to proceed afterwards.

You can reschedule or cancel a consultation at any time, at no cost, by messaging us on WhatsApp or replying to your booking confirmation. We only ask for reasonable notice so we can offer the slot to someone else.

DesignLens runs on credits. If a run fails for a technical reason on our side, the credits for that run are returned to your balance automatically, usually within a few minutes. You do not need to raise a request.

Purchased credits stay valid for 12 months from the date of purchase. Once a credit pack has been opened or partly used, unused credits are not exchangeable for cash, except where the law requires it.

Some DesignLens plans are billed as a monthly or annual subscription. Subscriptions renew automatically at the end of each billing period using your saved payment method.

You can cancel at any time from your billing settings. Cancelling stops the next renewal, and you keep access until the end of the period you have already paid for. We do not pro-rate a part-used period, except where the law requires it.

An annual plan cancelled within 7 days of the first charge is fully refundable, provided no credits from that term have been used.

Where a paid design package applies (for example a detailed 3D design and drawing set beyond the free consultation), the fee is collected before that stage begins. What is refundable depends on how far the work has progressed.

Execution projects are paid in stages against your locked Bill of Quantities (BOQ). Each milestone payment funds the work and materials for that stage.

If you cancel, what is recoverable depends on the stage reached. Amounts already spent on completed work, materials procured or ordered for your project, and non-cancellable supplier commitments are deducted. The unspent balance of your advance is refunded.

Any change to the locked scope is handled through a signed, costed change order that you approve before the work happens. This is what protects your Quote-Lock.

A change order can add to or reduce your project cost. If it reduces scope, the reduction is credited against your next milestone, or refunded if no further milestones remain. Materials already procured for the original scope follow the milestone rules above.

To request a refund, contact us through any channel below. Our team acknowledges every request within 2 working days. For DesignLens credit and subscription matters, you can also raise the request directly from your billing dashboard.

• Your order or project reference
• The payment date and amount
• A short note on the reason for the request
• Your preferred refund method (defaults to the original method)

Approved refunds are processed back to your original payment method through our payment partner, Razorpay. We initiate an eligible refund within 5 to 7 working days of approval.

Once initiated, the time for the amount to reflect in your account depends on your bank or card issuer, typically 5 to 10 working days. UPI refunds are usually faster.

For clarity, the following are not refundable. There are no hidden carve-outs beyond these.

• Credits already consumed by successful DesignLens runs
• Design fees once the final design set has been delivered and approved
• Completed execution work and materials already procured or installed
• Third-party charges, government fees and taxes already paid on your behalf
• Part-used subscription periods, except where the law requires otherwise

If you are not satisfied with how a refund was handled, you can escalate to our Grievance Officer. We aim to resolve every grievance within 30 days of receipt, in line with applicable consumer and data-protection law.

Reach the Grievance Officer at the contact in the next section. Please include your earlier request reference so we can pick up the history quickly.

For any refund, cancellation or grievance, reach us at the details below. We respond on working days, usually within hours on WhatsApp.