Refund & Cancellation Policy

The short version

• Before we start — cancel any time before work begins and your deposit is refunded in full, less payment gateway charges.
• Once work has begun — the deposit is not refundable, because the research, design and build time it pays for has already been spent on you.
• After the store is delivered and approved — no refunds. The work is bespoke, it has been handed over, and you own it outright.
• If we get it wrong — we fix it. Revisions against the agreed brief are included and we keep going until the store matches what was specified.

1. What you are buying

A Rystella package is a custom service, not a product off a shelf. Each build is researched, designed and assembled specifically for your brand and niche, and the work cannot be resold or reused for another client. Payment is taken in two parts: a deposit that starts the work (Starter ₹5,000, Standard ₹10,000, Premium ₹15,000), and the balance once the store is finished and you have approved it.

The price shown is the total payable — no tax is added at checkout. See the pricing page for the current package prices and what each includes.

2. Cancelling before work begins

Work begins when we start niche and product research, usually within one working day of receiving your deposit and brief. Until that point you can cancel for any reason and receive a full refund of the deposit.

Payment gateway fees charged by Razorpay at the time of payment, and the tax Razorpay applies to those fees, are not returned to us when a refund is issued and are therefore deducted from the refunded amount. This is typically around 2–3% of the transaction.

To cancel, message us on WhatsApp or email from the address used on the order. A cancellation is effective when we confirm it in writing.

3. Cancelling once work has begun

The deposit is not refundable once work has started. It pays for time that has already been committed to your project — product research, supplier sourcing, brand direction and the initial build — and that time cannot be recovered or reassigned.

If you cancel mid-project, you owe nothing further. The balance is not payable, and we will send you whatever has been completed to that point: research documents, brand assets and access to the partially built store, so the money you have spent is not wasted.

4. After delivery — no refunds

Once the store has been delivered and you have approved it, the order is final and no refunds are issued. At that point the work is complete, the store and all accounts have been transferred into your name, and you own the result outright and permanently. There is nothing for us to take back.

This applies equally if you later decide not to run the store, change niche, close the business, or do not achieve the sales you hoped for. We build and hand over a working store; what happens commercially after that depends on your products, your pricing, your advertising and your market, none of which we control. Nothing on this site is a promise of sales, revenue or profit.

5. What we do instead: revisions

Because refunds are not available after delivery, the remedy for anything that is wrong is that we correct it. Every package includes revision rounds, and if the store does not match the brief that was agreed at the start, we will keep working on it until it does — at no additional cost, and regardless of how many rounds that takes.

Revisions cover the work as specified. A change of mind about the niche, the products or the overall direction after the build is complete is new work, and we will quote for it separately and honestly.

6. If we fail to deliver

Nothing in this policy removes your rights under the Consumer Protection Act, 2019. If we do not deliver the service we agreed to — if the store is never completed, or it is materially different from what was specified and we are unable to correct it — you are entitled to a refund of the amount paid for the undelivered part of the work, and we will issue it.

Raise it with us first, in writing, at the contact details below. We would far rather fix a problem than argue about one.

7. Delays

Delivery timelines are stated per package and start from the point we have your deposit and the information we need from you — niche, brand preferences, product direction and any content you want used. Delays caused by waiting on that information extend the timeline and are not grounds for a refund.

If we are late for reasons of our own, tell us. We will agree a revised date with you in writing, and if we miss that too, you may cancel and receive a refund of the balance not yet worked against.

8. How refunds are processed

• Refunds are approved or declined, with reasons, within 5 working days of your request.
• Approved refunds are initiated within 2 working days of approval.
• The money reaches the original payment method within 5 to 7 working days of being initiated, depending on your bank. This part is controlled by your bank and Razorpay, not by us.
• Refunds are always returned to the original payment method. We cannot refund to a different card, account or UPI ID.
• Refunds are made in the currency the payment was made in.

9. Chargebacks

If you believe a refund is owed, please contact us before raising a chargeback with your bank. A chargeback on a delivered custom build is disputed with evidence of the brief, the work and the handover, and it freezes any support we would otherwise be giving you while the bank investigates. Talking to us is faster for both of us.

10. Third-party costs

Some things bought for your store are paid to other companies and are governed by their refund terms, not ours: your Shopify subscription, your domain registration, paid themes, paid apps and any advertising spend. Where we purchase these on your behalf we pass the cost through at what we paid, and we cannot refund them once they have been bought.