Refund & cancellation policy

Status of this document

Sutron is currently in staging (pre-release). Commerce is not open to the public, no live payment has been taken, and the refund and payout machinery is not yet executable. This policy is published so that early Creators and reviewers can read the rules we intend to operate under.

It is not yet in force and has not yet been reviewed by external counsel. A dated, versioned final edition will replace it before commerce opens.

1. What this policy covers

This policy explains when you can cancel a purchase on Sutron and when you can get your money back. It applies to everything bought through the Platform and should be read with the Terms of Service.

Read §2 first. Who owes you a refund depends on who sold you the item, and that distinction runs through the whole of this policy.

2. Who is refunding you

For Creator sales, Golden Peacock acts as an intermediary — we operate the checkout and move the money, but the contract of sale is between you and the Creator. We nonetheless set a baseline that every Creator must honour (§4), and we will step in and refund you directly where a Creator does not (§4.5).

3. Cancelling before delivery

You may cancel any order at no cost at any point before it is fulfilled:

• Digital content — before the entitlement is granted. Because digital delivery is usually instantaneous, this window is typically very short.
• Bookings and consultations — up to 24 hours before the scheduled start, for a full refund. Inside 24 hours, the Creator's stated cancellation terms apply.
• Event tickets and live classes — up to 48 hours before the event, for a full refund, unless the listing states a different window.
• Physical goods, where offered — before dispatch.

Cancel from Orders → the order → Cancel, or by writing to support@sutron.io.

4. Refunds on Creator sales — the baseline every Creator must honour

A Creator may offer terms more generous than this baseline. A Creator may not offer terms less generous, and a listing that tries to is unenforceable to that extent.

4.1 Courses and structured learning

You are entitled to a full refund within 7 days of purchase, provided you have consumed no more than 20% of the course content.

Consumption is measured on lessons completed or video watched, whichever is greater, and is shown to you in the refund request so you can see the basis for the decision.

4.2 Digital products and downloads

Digital goods are, by their nature, not returnable once delivered. You are nonetheless entitled to a full refund where:

• the file is corrupt, incomplete, or will not open;
• the content is materially different from what the listing described;
• you were charged more than once for the same item;
• delivery failed and the Creator cannot deliver within a reasonable time.

Simply changing your mind after successfully downloading a working file is not a ground for refund.

4.3 Subscriptions and memberships

• Cancel any time. Cancellation takes effect at the end of the current billing period and you keep access until then. We do not pro-rate a period you have already used.
• Accidental renewal. If you cancel within 48 hours of a renewal charge and have not used the service in that period, you get a full refund of that renewal.
• First-time subscribers are entitled to a full refund within 7 days of the first charge if they have not materially used the service.
• We will always notify you before a renewal price increases, and give you the chance to cancel first.

4.4 Bookings, consultations, and live sessions

• Creator cancels or does not attend → full refund, automatically.
• You cancel more than 24 hours ahead → full refund.
• You cancel inside 24 hours, or do not attend → the Creator's stated terms apply; if the listing states none, no refund is due.
• Technical failure on our side that prevents the session going ahead → full refund.

4.5 When a Creator will not refund you

If a Creator refuses a refund that this baseline requires, or does not respond within 5 business days, escalate to grievance@sutron.io. We will review the order, the consumption data, and the listing. If the baseline applies, we will refund you directly and recover the amount from the Creator's settlement.

4.6 When a refund will not be given

• The consumption threshold in §4.1 has been exceeded.
• The refund window has passed and none of the fault-based grounds in §4.2 apply.
• The item is explicitly non-refundable and was clearly labelled as such at checkout — permitted only for tips, donations, and made-to-order or personalised work.
• You breached the Terms of Service in relation to the purchase — in particular by attempting to strip or bypass DRM (Terms §6.2), which forfeits both the entitlement and any refund claim.
• The request is part of a pattern of refund abuse.

5. Refunds on Platform Products — sold by Golden Peacock

Where we fail to deliver a Platform Product, or it does not work as described, you get a full refund regardless of any window above.

6. How to request a refund

1. Open Orders, select the order, and tap Request refund.
2. Choose a reason and add any supporting detail — a screenshot of a corrupt file or an error message helps.
3. For a Creator sale, the request goes to the Creator, who has 5 business days to respond. For a Platform Product, it comes to us.
4. You will be notified of the decision, with reasons.
5. If you disagree, escalate to grievance@sutron.io under §8.

You can also start a request by emailing support@sutron.io with your @handle and the order reference.

7. How refunds are paid

• Refunds go back to the original payment method. We do not refund to a different instrument, and we do not refund in cash.

• Where the original method can no longer accept a refund (an expired card, a closed account), we credit your Sutron wallet, from which you can spend or, once payouts are live, withdraw.

• Timelines after approval:

  Method	Typical time to reach you
  UPI	1–3 business days
  Debit / credit card	5–7 business days
  Net banking	3–5 business days
  Sutron wallet	Immediate

  These are the timelines of the banks and payment networks, not ours. We initiate the refund within 2 business days of approval and will give you the reference number.

• What you get back. A full refund returns the entire amount you paid, including taxes and the platform fee. We do not retain our fee on a refunded order. Payment-gateway charges are absorbed by us or the Creator, not deducted from you.

• Effect on your access. The entitlement is revoked when the refund is approved. Any certificate issued for the refunded course is invalidated.

8. Disputes and grievances

If you are unhappy with a refund decision:

1. Write to grievance@sutron.io with the order reference and why you disagree.
2. We acknowledge within 24 hours and resolve within 15 days, as required by the Consumer Protection (E-Commerce) Rules, 2020 and the IT Rules, 2021.
3. The review is carried out by someone who did not make the original decision, wherever practicable.

Grievance Officer

• Name: [TO BE COMPLETED BEFORE LAUNCH]
• Email: grievance@sutron.io
• Address: [REGISTERED OFFICE — TO BE COMPLETED BEFORE LAUNCH]

Nothing in this policy limits your rights under the Consumer Protection Act, 2019. You may approach the National Consumer Helpline (1915), the e-Daakhil portal, or a consumer commission at any time.

Chargebacks. Please raise a dispute with us before asking your bank to reverse a charge. A chargeback raised without first contacting us may result in the associated entitlement being suspended while the dispute is investigated.

9. Information for Creators

• Refunds are debited from your wallet balance. If your balance is insufficient, the amount is recovered from your next settlement.
• The platform fee is reversed on a refunded order — you are not charged our fee on a sale that was refunded.
• Taxes collected and remitted on a refunded order are adjusted in the tax period in which the refund is processed, and reflected in your settlement statement.
• A high refund rate is a trust signal. Sustained refund rates well above the category norm affect your Trust Score, your tier, and your fee rate, and may trigger a review of your listings.
• You may set a more generous refund policy on any listing. Do so in the listing itself, so that it is visible before purchase.
• You may mark an item non-refundable only where §4.6 permits, and only with a clear label at checkout.

10. Changes to this policy

We may update this policy. Material changes take effect 30 days after we notify you. The policy in force at the moment of your purchase is the one that governs that purchase — a later change never applies retroactively to an order already placed.

11. Contact us

Golden Peacock Fintech Private Limited [REGISTERED OFFICE ADDRESS — TO BE COMPLETED BEFORE LAUNCH] CIN: [TO BE COMPLETED BEFORE LAUNCH]

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