Refund & Cancellation Policy

1. Overview

At Agent Croww, we strive to ensure customer satisfaction with every purchase. This Refund & Cancellation Policy outlines the terms and conditions for refunds on digital products purchased through our Platform, operated by Rookus.

This policy complies with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

2. Digital Product Nature

All products sold on Agent Croww are digital products including but not limited to:

• Online courses and educational content
• E-books and digital publications
• Templates, graphics, and digital assets
• Software and digital tools
• Membership access and subscriptions

Due to the intangible nature of digital products, our refund policy differs from physical goods.

3. Refund Eligibility

3.1 Full Refund Within 7 Days

You are eligible for a full refund if:

• Request is made within 7 days of purchase
• You have accessed less than 30% of the course/content (for courses)
• The product has not been downloaded (for downloadable products)
• The product is materially different from its description

3.2 Technical Issues

Full refund if:

• The product is technically defective and cannot be resolved
• Platform fails to provide access despite successful payment
• Content is corrupted or inaccessible due to our technical failure

3.3 Partial Refund Conditions

Partial refunds (up to 50%) may be considered within 7-14 days if:

• Course content is outdated or not as advertised
• Significant portions of content are missing
• Valid concerns about quality with supporting evidence

4. Non-Refundable Situations

Refunds will NOT be granted for:

• Change of mind after 7 days from purchase
• Completed courses where more than 70% content was accessed
• Products that have been fully downloaded and used
• Compatibility issues clearly mentioned in product requirements
• Products purchased during promotional sales (unless defective)
• Failure to cancel subscription before renewal date
• Circumventing technological access controls
• Refund requests without valid order details

5. Cooling-Off Period

As per Consumer Protection (E-Commerce) Rules, 2020, we provide a cooling-off period:

6. Refund Process

6.1 How to Request a Refund

1. Login to your Agent Croww account
2. Go to "My Orders" section
3. Select the order and click "Request Refund"
4. Fill the refund form with reason and evidence
5. Submit your request

Alternatively, email us at team@agentcroww.com with your order ID and refund reason.

6.2 Processing Timeline

• Initial Response: Within 48 hours
• Decision: Within 5-7 business days
• Refund Processing: Within 7-10 business days after approval
• Bank Credit: 3-5 additional business days depending on payment method

6.3 Refund Method

Refunds are processed to the original payment method:

• UPI payments: Credited to the same UPI ID
• Debit/Credit cards: Credited to the original card
• Net Banking: Credited to the source bank account
• Wallets: Credited to the original wallet

7. Commission & Payout Implications

7.1 For Vendors

If a refund is issued:

• The sale will be reversed from vendor records
• Commission retained by Platform will be returned to customer
• Vendor portion will be deducted from pending payouts
• If already paid out, vendor owes the amount back to Platform

7.2 For Sellers

If a sale facilitated by a seller is refunded:

• Seller commission will be reversed
• If commission was already paid, it will be deducted from future earnings
• Excessive refunds may result in account review

7.3 Cooling Period

A 15-day cooling period applies before commissions are released to vendors and sellers. This protects against:

• Potential refund requests within the 7-day window
• Payment verification and fraud checks
• Transaction settlement time

8. Order Cancellation

8.1 Before Delivery

Customers can cancel an order:

• Before downloading or accessing the digital content
• Within the 7-day cooling-off period
• Full refund will be processed automatically

8.2 Subscription Cancellation

For subscription-based products:

• Cancel anytime from Account Settings
• Access continues until the end of current billing period
• No prorated refunds for partial subscription periods
• Annual subscriptions: Refund within 7 days of renewal only

9. Dispute Resolution

If your refund request is denied and you believe it's unfair:

1. Escalate to our Grievance Officer at team@agentcroww.com
2. We will review within 15 days
3. If unresolved, you may approach consumer forums under Consumer Protection Act, 2019

10. Vendor-Specific Policies

Vendors may offer more generous refund policies than stated here. If a vendor advertises a specific refund policy:

• The vendor's stated policy will be honored
• Vendor is responsible for honoring their advertised terms
• Platform will facilitate processing as per vendor's policy

Vendor policies cannot be less favorable than this Platform policy.

11. Important Notes

• All refunds are processed in Indian Rupees (INR)
• Refund amount will be the price paid, excluding any platform fees absorbed
• We do not charge any refund processing fees
• Currency conversion losses (if any) are borne by the customer
• GST on refunds will be reversed as per GST law provisions