1. Scope
The website does not currently take online payments. Orders for products, systems, spares, service visits and AMCs are confirmed and invoiced offline, and the cancellation and refund terms in your quotation, order confirmation or contract apply. This policy sets out TWG's general approach and will also govern online payments when they are introduced for Home RO services and consumables.
2. Service bookings (industrial and Home RO)
- You can cancel or reschedule a booked visit free of charge up to [X hours] before the scheduled slot by calling us or replying to your confirmation message.
- Cancellations after that, or if our technician cannot access the site, may attract a visit charge of [amount / as quoted].
- If TWG cancels a visit, any advance paid for it is refunded in full or the visit is rescheduled at your choice.
3. Annual maintenance contracts (AMC)
AMC cancellation and pro-rata refunds, if any, are as set out in the AMC contract. [TWG to confirm the standard AMC cancellation terms.]
4. Products and spares
- Report any item that is damaged in transit, defective or not as ordered within [X days] of delivery, with photos and the invoice number.
- Verified cases are repaired, replaced or refunded at TWG's option, in line with the manufacturer's warranty.
- Membranes, consumables, chemicals, custom-built systems and items that have been installed or used cannot be returned unless defective. [TWG to confirm.]
5. How refunds are paid
Approved refunds are paid to the original payment method, or by bank transfer for offline payments, within [7–10] working days of approval.
6. Contact
To cancel or request a refund, contact us at [email protected] or +91 XXXXX XXXXX, quoting your reference ID. Unresolved complaints can be raised with our Grievance Officer: [Grievance Officer name], Grievance Officer, [Registered legal entity name], [Registered office address]. Email: [grievance email]. Phone: [phone].