1. Scope of This Policy

This policy explains how the ₹5,000 pre-booking amount is treated, when cancellation may be requested and the limited circumstances in which a refund may be approved.

A purchase made directly from an authorised dealer under the dealer’s own invoice may also be subject to that dealer’s written terms.

2. Nature of the Pre-booking Amount

• The ₹5,000 payment reserves customer interest in a selected SOLVOLT scooter and initiates booking verification.
• It is not the full purchase price of the scooter.
• After booking confirmation, the amount will be adjusted against the final payable vehicle price.
• The final vehicle price depends on the selected model, battery configuration, colour, location, taxes and other applicable charges.
• Delivery, registration, insurance and other charges may be collected separately where applicable.

3. Payment Verification and Booking Confirmation

A booking is considered confirmed only after the payment status has been successfully verified and Suranya Global or its authorised representative has issued a booking confirmation or verified booking reference.

A payment screenshot, form submission, WhatsApp message or payment attempt without successful verification does not by itself constitute a confirmed booking.

Customers should retain their payment ID, receipt and booking reference for all future communication.

4. Non-refundable Booking Rule

Once a successful pre-booking payment has been verified, the ₹5,000 booking amount is non-refundable if the customer:

• Changes their mind after making the booking.
• Chooses not to proceed with the purchase for personal, financial or financing-related reasons.
• Fails to provide required customer, delivery or verification details within a reasonable period.
• Selects another vehicle, seller or brand after completing the pre-booking.
• Does not complete the balance payment within the agreed or communicated period.
• Requests cancellation for a reason not covered under the refund exceptions below.

5. Limited Refund Exceptions

A refund may be reviewed and approved in the following circumstances:

Refund eligibility is determined after verification of the payment ID, booking details and relevant circumstances. A refund request does not automatically guarantee approval.

6. Failed, Pending or Duplicate Payments

• If payment fails and no amount is debited, the customer may attempt payment again.
• If an amount is debited but the transaction shows as failed or pending, customers should share the payment reference with our support team.
• Payment-gateway and bank reconciliation may require additional processing time.
• If more than one successful payment is verified for the same intended booking, the duplicate payment may be refunded after review.

7. How to Submit a Cancellation or Refund Request

1. Email support@suranyaglobal.com or contact us through WhatsApp at +91 80819 83367 .
2. Provide the customer’s name, registered mobile number, payment ID and booking reference.
3. Clearly state the reason for cancellation or refund and attach relevant proof where required.
4. Await written acknowledgement and the outcome of the verification review.

8. Changing the Booking Instead of Cancelling

Before product allocation or dispatch, customers may request a change in model, battery configuration or colour. Changes are subject to availability, approval and any resulting price difference.

Approval of a change does not convert the pre-booking amount into a refundable payment.

9. If Suranya Global Cannot Fulfil the Booking

If we cannot fulfil the booking because the product is permanently unavailable, delivery cannot be supported, or another verified issue prevents fulfilment, we may:

• Offer an available alternative product or variant.
• Offer transfer of the booking to another option.
• Approve refund of the verified pre-booking amount where an acceptable alternative cannot be provided.

10. Approved Refund Processing

• Approved refunds are normally returned to the original payment method.
• Processing is initiated after verification and written approval.
• The refund may take approximately 7–15 working days after approval, depending on the payment gateway, customer’s bank and method of payment.
• Bank or payment-gateway processing time is outside Suranya Global’s direct control.

11. After Dispatch or Delivery

Once a vehicle has been dispatched, registered, delivered or prepared specifically against a confirmed order, cancellation and refund may not be available.

Visible damage should be reported at delivery. Product defects or performance issues identified after delivery are handled under the applicable Warranty & After-sales Policy , rather than as cancellation of the pre-booking.

12. Changes to This Policy

We may update this policy due to changes in products, services, booking processes or applicable requirements. The policy in force on the date of the relevant payment will ordinarily apply to that booking, subject to applicable law.