Refund & Cancellation Policy

Operated by NeuroWings Private Limited  •  Last updated: October 2026  •  Effective immediately

1. Pre-Booking Token Advance

SafeOrbit is currently accepting priority reservations for its Founder Batch. When placing a reservation, customers pay a refundable Token Advance (₹499 per unit) via our payment partner, Razorpay. This advance confirms your spot in the production queue and locks in early-access benefits.

2. Cancellation Prior to Dispatch (100% Refund)

You can cancel your reservation at any time prior to product dispatch and receive a 100% full refund of the Token Advance paid:

• No Cancellation Fees: We do not deduct any administrative or gateway processing charges.
• How to Cancel: Simply email our customer support desk at contact@neurowings.co or reply directly to your booking confirmation email quoting your Reservation ID (format: SO-XXXXXX).
• You may also reach our customer support team directly at +91 81275 71994 (Mon–Sat, 9:00 AM – 6:00 PM IST).

3. Refund Processing Timeline

Once a cancellation request is submitted:

• Initiation: Our accounts team initiates the refund via Razorpay within 2 business days of verification.
• Gateway & Bank Credit: Razorpay processes the refund back to the customer's original payment method (bank account, UPI, debit/credit card). The banking network typically credits the funds within 5 to 7 business days.
• Total Estimated Turnaround: You will receive your funds within 5–7 business days from the date of your cancellation request. An automated email receipt with the Razorpay Refund Reference Number will be dispatched as soon as the refund is triggered.

4. Refund Method

In accordance with RBI regulations and Razorpay guidelines, all refunds are credited exclusively to the original source of payment used at the time of checkout. Under no circumstances can refunds be diverted to a third-party account, cash, or alternative payment instrument.

5. Failed or Incomplete Transactions

In case an amount is debited from your card, UPI app, or bank account but a reservation failure occurs (or no confirmation email is received):

• The banking partner automatically rolls back failed captures within 5 to 7 business days.
• If funds have not auto-reversed after 7 days, please email us at contact@neurowings.co with your payment transaction ID or bank reference (UTR). Our team will verify the payment state directly with Razorpay and resolve it within 24 hours.

6. Post-Dispatch Return & Replacement Policy

Once your SafeOrbit unit has been dispatched and delivered:

• 7-Day Replacement Window: In the rare event that a device arrives physically damaged, missing accessories, or with a hardware malfunction, you are entitled to a free replacement within 7 calendar days of delivery.
• How to Initiate Replacement: Contact support at contact@neurowings.co with photos/videos illustrating the defect and your order details.
• Warranty: Every SafeOrbit device is backed by a 1-Year Limited Manufacturer Warranty covering technical defects under normal usage.

7. Grievance & Customer Support