Refunds & Cancellations

1. What this policy covers

This policy applies to purchases of Steer software and hardware from Alchemilla Ventures Private Limited. It forms part of our Terms of Service. Any expressly agreed written order terms and mandatory legal rights also apply. A purchase through an independent reseller may need to be handled by that seller under its terms.

2. SaaS & software: no refunds

We do not offer refunds for SaaS or software subscriptions. This includes monthly and annual plans, unused time, partial periods, reduced vehicle counts, early cancellation and a decision not to use the service. There is no software money-back trial unless a separate written agreement expressly provides one.

Review the features, vehicle requirements, billing period and order before paying, and ask for a demonstration if you need to assess suitability. A hardware return does not also refund the accompanying software fees. This restriction does not override a refund required by law or prevent correction of a confirmed erroneous charge.

3. Hardware eligibility: 14 days

A hardware device qualifies for review under our voluntary refund policy only if:

• The request reaches info@steer.ae within 14 calendar days of the date of purchase, as shown by your order or invoice.
• You can provide proof of purchase and identify the device being returned.
• The device is returned and verified to be in working condition.

The window starts on the purchase date, not the installation or delivery date. Eligibility is measured when we receive your request; our review time does not shorten a timely request's eligibility. Contact us before purchase if an agreed delivery schedule would affect your ability to assess the device within that window.

A device that is not in working condition will be rejected under this voluntary refund policy. A fault, transit-damage or warranty claim is assessed separately under the applicable order, warranty and mandatory law. The working-condition rule does not remove a statutory remedy for defective or misdescribed goods.

4. How to request a hardware refund

1. Email info@steer.ae with the subject "Hardware refund request".
2. Include your name, company/workspace, order or invoice reference, purchase date, device identifier or serial number, and reason for the request.
3. Attach proof of purchase and describe the device's condition. Include the payment reference if you have it.
4. Wait for our written return instructions before sending the device. Do not ship to the business address without confirming the receiving location.

Never include a full card number, CVV, password or payment OTP. We may verify that you are the purchaser or authorised to act for it. Refund requests are handled by our team, not an automatic button or a promise made by the payment gateway.

5. Return, inspection & refund amount

Our return instructions confirm the destination, packing requirements and shipping arrangements. Return the identified device with its supplied accessories, or tell us before shipping if something is missing. We check the device's identity and working condition and explain the decision in writing. A return authorisation is not final refund approval.

An approved refund covers the eligible hardware amount paid, taking account of any applicable discount. Software fees and separately charged installation, configuration or delivery services are not hardware refunds. If an order bundles hardware and installation, obtain the written price breakdown before purchase; only the identified hardware portion is eligible under this policy. Applicable tax adjustments are handled with the refund documentation.

6. Review & payment timelines

• Request review: we respond to a refund request within seven business days of receipt. Where inspection is needed, we communicate the final decision within seven business days after receiving the device and the necessary purchase information.
• Approved refund initiation: we initiate the refund within seven business days after approval and completion of the required return/inspection.
• Bank crediting: after initiation, Razorpay normal refunds typically take another 5–7 working days to reach the original payment method. The provider, bank, payment type and cross-border processing can affect that time; it is not a guaranteed arrival date.

For our review and initiation timelines, business days mean Monday to Friday, excluding public holidays in Tamil Nadu, India. We refund to the original payment method where supported, not to an unrelated account. We send confirmation and an available refund reference so you can follow up if the credit is delayed. Currency-conversion differences or charges imposed independently by your bank are outside our control.

7. Cancelling future service

An authorised workspace representative can email us to cancel future service or an agreed recurring-payment arrangement. Include the workspace, requested effective date and relevant order reference. We confirm the cancellation in writing. Disconnecting a device or stopping use alone does not cancel a billing arrangement.

Cancellation does not produce a software refund. Ordinary cancellation normally leaves access available for the purchased period unless earlier closure is requested or another applicable term requires restriction. Export information you need before closure. If you also want data deleted, make that explicit and follow our Data Deletion Instructions; cancellation and deletion are separate requests.

8. Payment errors & legal rights

Report a duplicate charge, an incorrect amount or a debited payment without confirmed activation promptly with the order and payment references. We investigate and correct confirmed billing errors. A failed payment can also be reversed by the bank or gateway under its own process; that is different from a refund of a correctly purchased subscription.

Nothing in this policy limits a mandatory consumer remedy, a valid warranty claim, a lawful chargeback or another right that applicable law does not allow us to exclude. Where those rights require a different outcome, they take precedence over this voluntary refund policy. Contact our legal email if you disagree with a decision so we can review the issue.