Cancellation & Refund Policy

How to make a request

Email hello@thalirone.com or message our WhatsApp number with your name, quote or invoice reference, payment date, transaction reference and the reason for the request. Include your account email for EKANI, or the agreed date for a service visit. The time we receive your message is the request time.

We acknowledge requests within 48 hours and normally confirm eligibility and the refund calculation within 7 business days of receiving the information needed to assess them. If inspection is required, we explain the steps and expected date. Complaints are resolved within one month of receipt.

A business day in this policy means Monday to Friday, excluding public holidays in Karnataka. The time limits for making a request are calendar days unless stated otherwise.

Cancelling home and cinema work

Before we begin any agreed work or place an equipment order with your approval, you may cancel for a full refund of the amount paid. We do not charge a separate cancellation or payment-processing fee.

If work has started, you pay only for satisfactorily completed work at the agreed rates and equipment you have received or choose to retain. We provide an itemised statement and refund the unused balance of your advance.

Customised, made-to-order or specially procured equipment may not be cancellable for a change of mind once production or an irrevocable supplier order has begun. Any such restriction and maximum non-recoverable commitment must be disclosed and accepted in writing before procurement. We first seek cancellation or recovery from the supplier, credit any recovered amount to you and provide supporting records. Equipment you pay for remains available for delivery to you. A generic statement that every advance is non-refundable is not part of this policy.

These provisions do not allow deductions for defective or incorrect goods, deficient work or our failure to deliver. No cancellation charge is imposed contrary to applicable law.

Rescheduling surveys and service visits

Please give at least 24 hours notice when possible. We reschedule subject to availability and do not charge a separate rescheduling fee. Only services or travel already carried out at previously agreed rates may be payable; we explain any such amount before collecting it.

If we cancel a visit or cannot carry out the agreed service for reasons within our control, you may choose a new date or a full refund for the undelivered service. We bear the costs of our cancellation.

Equipment returns and faults

For standard equipment, request a change-of-mind return within 7 days of delivery. It must be unused, uninstalled and complete with its original packaging and accessories. Contact us for return instructions; you pay only the actual return transport cost agreed with you in advance. There is no separate restocking fee.

Change-of-mind returns do not apply to equipment that has been installed, used, customised or specially ordered under a restriction you accepted before purchase. This does not exclude returns or refunds for faults, damage, incorrect supply, misdescription or non-delivery.

Report damaged, missing or incorrect items promptly, preferably within 7 days, with the invoice and photographs where practical. This reporting request does not shorten your statutory or warranty rights. An unboxing video is not a condition for a valid claim.

Where goods or services are defective, deficient, not as agreed or not delivered as promised, you may request the applicable return, refund or other remedy. Repair or replacement is available with your agreement and does not remove a right to a refund. We bear reasonable return or collection costs for our incorrect or defective supply and refund the affected amount, including taxes and delivery charges paid for it where applicable.

EKANI subscriptions

Your first paid EKANI subscription, whether monthly or annual, has a 7-day refund window starting when paid access is first made available. Request cancellation within that period for a full refund of that first subscription charge. This is a paid-purchase refund policy, not a free trial.

Separately agreed setup, migration or training work already completed, and separately billed usage or third-party charges already consumed, are excluded from a change-of-mind subscription refund only if disclosed and accepted before payment. Unused refundable balances are returned, and any deduction is itemised.

After the first-purchase refund window, and for subsequent renewals, subscription fees are not refunded solely because you change your mind or stop using the service. Cancel future renewal before it is processed; access remains available until the end of the paid period. This applies to both monthly and annual billing. Refunds for non-provision, defects, incorrect billing or other legal entitlements remain available.

A renewal processed after we received your cancellation request, a duplicate charge or an unauthorised excess charge is refunded in full once verified. If we discontinue paid access without a breach by you, we refund the unused prepaid period. If paid access cannot be provided, you may request a refund for the undelivered subscription.

Refund method and timing

We initiate an approved refund within 5 business days of approval and send the amount and refund reference to you. Refunds go back to the original payment method; we do not substitute store credit unless you choose it. We do not deduct a payment-gateway or refund-processing fee from the refundable amount.

Banks and payment providers commonly take a further 5–10 business days to display the credit after initiation. This is an estimate, not a guaranteed bank settlement time. Any shorter timeline required by applicable law or payment rules takes precedence. Contact us with the refund reference if the credit has not appeared after 10 business days.

If the original method cannot receive the refund, we verify the issue with the provider and agree an alternative payment to the verified original payer. We never ask for a PIN, CVV, password or one-time password to issue a refund.

For a failed or pending payment, a bank reversal may follow a different schedule. We help trace the transaction and refund any confirmed duplicate or excess payment we received; a pending transaction is not treated as a completed order.

Your rights and complaints

This policy does not limit rights or remedies under applicable consumer law. More favourable terms expressly agreed for your order continue to apply. Contact us if you disagree with a refund decision; we provide the reason and calculation in writing.

• Complaints and grievance contact
• Shipping & Service Delivery Policy