Cancellation and Refund Policy

1. Overview

This Cancellation and Refund Policy outlines the terms and conditions for cancellations and refunds on the Vira Diamonds platform operated by Superneural Technologies Private Limited.

2. Service Categories

2.1 Diamond Purchases

• Physical diamonds purchased through our marketplace
• Certified and verified diamond inventory
• High-value transactions with escrow services

2.2 Digital Services

• ViraSight AI grading and analysis reports
• Digital certificates and documentation
• Subscription-based tools and services

2.3 Physical Products

• ViraSight hardware kits and equipment
• Grading tools and accessories
• Educational materials and resources

3. Cancellation Policy

3.1 Diamond Purchases

Conditions for Cancellation:

• Order must be cancelled within 24 hours of confirmation
• Diamond must not have been shipped or transferred
• Seller must agree to the cancellation (for marketplace transactions)
• Cancellation request must be submitted through our platform

3.2 Digital Services

• AI Grading Reports: No cancellations once report is generated
• Subscriptions: Can be cancelled anytime with effect from next billing cycle
• One-time Services: Must be cancelled within 2 hours of purchase

3.3 Physical Products

• Can be cancelled before shipment
• Shipped products can be returned within 15 days
• Return shipping costs may apply
• Products must be unopened and in original condition

4. Refund Policy

4.1 Refund Processing

All refunds are processed through Razorpay back to the original payment method used for the transaction.

4.2 Refund Amounts

• Full Refund: Available for cancellations within specified timeframes
• Partial Refund: May apply for used services or returned products
• Processing Fees: Razorpay processing fees (if any) may be deducted
• Currency Conversion: Exchange rate fluctuations may affect international refunds

4.3 Non-Refundable Items

• Completed AI grading reports and analyses
• Downloaded digital certificates
• Used subscription periods
• Custom or personalized services
• Services consumed in part or full

5. High-Value Transactions

5.1 Escrow Protection

For transactions above ₹10,00,000, funds are held in escrow through our secure payment system:

• Funds are released only after buyer confirmation
• 60-day dispute resolution period
• Independent verification available
• Cooling-off period for large purchases

5.2 Special Conditions

• Enhanced verification requirements
• Mandatory insurance for shipments
• Extended return/exchange periods
• Professional appraisal rights

6. Marketplace Transactions

6.1 Buyer-Seller Disputes

For transactions between buyers and sellers on our marketplace:

• Both parties must agree to cancellations
• Vira Diamonds provides mediation services
• Funds may be held pending dispute resolution
• Professional arbitration available for high-value disputes

6.2 Platform Fees

Our platform operates on a zero-commission model. Only payment processing fees (charged by Razorpay) may apply and are non-refundable.

7. Cancellation and Refund Process

7.1 How to Request

1. Log into your Vira Diamonds account
2. Navigate to 'Orders' or 'Purchase History'
3. Select the transaction to cancel/refund
4. Click 'Request Cancellation' or 'Request Refund'
5. Provide reason and supporting documentation
6. Submit the request for review

7.2 Review Process

• Initial Review: 24-48 hours
• Verification: 2-5 business days
• Decision: Communicated via email
• Processing: 3-10 business days after approval

7.3 Required Information

• Order number and transaction ID
• Reason for cancellation/refund
• Supporting documentation (if applicable)
• Product condition (for returns)

8. Exceptions and Special Cases

8.1 Force Majeure

In cases of natural disasters, government actions, or other unforeseeable circumstances, special refund terms may apply at our discretion.

8.2 Fraudulent Transactions

Transactions identified as fraudulent will be cancelled immediately with full refunds processed after investigation completion.

8.3 Technical Issues

Service disruptions or technical failures may result in automatic refunds or service credits at our discretion.

9. Contact and Support

For cancellation and refund requests, or if you have questions about this policy:

10. Policy Updates

This policy may be updated from time to time. Users will be notified of significant changes via email or platform notifications. Continued use of our services constitutes acceptance of the updated policy.