1. When we refund you in full

• You were charged more than once for the same order.
• The file is damaged or cannot be opened, and we cannot send you a working copy within 5 working days.
• You could not download the report and we cannot fix the problem within 5 working days.
• You ask us to cancel within 7 days of buying, and you have not downloaded the report.
• We cancel your order, for example because of a pricing error.

2. When we cannot give a refund

Once a report has been downloaded we cannot take it back, so we do not give refunds for a change of mind after download. This does not affect your rights if the report is faulty or not as described.

3. Cancelling an order

• You can cancel an order at any time before you download the report, within 7 days of buying, by emailing us with your order number.
• If a payment fails or you leave the checkout before paying, no order is placed and you are not charged.
• If money left your account but the order did not go through, the payment is usually reversed automatically. If it is not back within 7 working days, email us and we will chase it.

4. How refunds are paid

• Refunds go back to the card or account you paid with, in the currency you paid in, through our payment provider, Razorpay.
• We start an approved refund within 2 working days. Banks usually take 5–7 working days to show it, and sometimes longer for cards issued outside India.
• Your bank may convert the refund at a different exchange rate from the one used when you paid, and we cannot refund any fees your bank charged.

5. Bundles

If you bought the Bundle with results scorecard and have downloaded the report but the scorecard has not yet been delivered, you can cancel the scorecard and we refund the price difference between the bundle and Single user. If we do not publish the scorecard, we refund that difference automatically.

6. Contact

Email team@entelera.com or call +91 90355 55959 with your order number and the email address on your account. We reply within 2 working days.

Entelera
Sector 76, Gurugram, Haryana 122004, India
Phone: +91 90355 55959
Email: team@entelera.com
Website: entelera.com