Refunds, without the runaround.

1. What this policy covers

This policy applies to purchases of The Interview English Kit from sayline.shop. It should be read with our Terms of Service. It does not limit any mandatory right you have under the Consumer Protection Act, 2019 or other applicable law.

The kit is digital. There is no physical item to ship back, and we do not ask you to return anything. For that reason, the refund test is about whether we delivered a working product — not whether you enjoyed it.

2. When we will refund

We will approve a refund in these situations:

• You paid, but never got access. Your payment was captured, but no download page or confirmation link reached you, and our support team cannot restore access within a reasonable time.
• The files are corrupt, incomplete or cannot be opened. One or more packs fail to download or open, and we cannot provide a working copy or a practical fix within 7 calendar days.
• A listed part of the kit is missing. A pack described on the product page is absent or materially different, and we cannot supply the missing content.
• You were charged twice. The same order was charged more than once, or a duplicate payment was captured in error.
• The charge was not authorised by you. Someone used your payment method without permission. We will investigate with Razorpay and may ask for a written statement or a police complaint reference.

3. When we will not refund

We do not refund for:

• Change of mind after purchase or after downloading the files.
• Buying the wrong product or buying twice by mistake where access was already delivered and the files were downloaded.
• Not using the kit, not having time, or deciding the format is not for you after you have accessed it.
• Not getting a job, interview call or salary increase. The kit is preparation material, not an employment guarantee.
• Device or format incompatibility that can be resolved with our help, or that involves a device which does not support the standard PDF, MP3 or MP4 formats listed on the site.
• Requests made after 7 calendar days from the payment date, unless a longer period is required by law.
• Files that were shared, resold or redistributed in breach of the licence.
• A chargeback raised after delivery without first contacting us, or a claim we reasonably believe is fraudulent.

This is a digital product. Once the files have been delivered and downloaded, they cannot be taken back. That is why change-of-mind refunds are excluded, and why the eligible cases above focus on non-delivery and defects.

4. The 7-day window

You must contact us within 7 calendar days of the payment date. The date of the Razorpay payment is the start date. If you report a problem inside the window, we will keep your request open while we investigate, even if the investigation takes longer than seven days.

Reporting early matters: it gives us a chance to fix the download or replace a corrupt file before you lose time.

5. How to request a refund

Email support@sayline.shop with the subject "Refund — [your payment ID]" and include:

• your Razorpay payment ID and order ID;
• the email address or phone number used at checkout;
• the date and amount of the payment;
• what went wrong, and which pack is affected; and
• a screenshot of the error, if you have one.

Never send your full card number, CVV, UPI PIN, OTP or netbanking password. We do not need them and will never ask for them.

6. What happens next

We acknowledge refund requests within 2 business days. We may ask you to try a different browser, a different network or a fresh download so we can identify the problem. If we can fix it, we will fix it first — that is usually faster than a refund and gets you the product you paid for.

If the request qualifies, we approve it and process the refund through Razorpay Software Private Limited to the original payment method. Approved refunds are normally credited within 5–7 business days after approval. Your bank or card issuer may take longer to post the credit. We cannot refund to a different card, UPI ID or bank account, and we cannot pay a refund in cash.

7. Duplicate and unauthorised charges

If you see two charges for one order, send us both payment IDs. We will verify the orders with Razorpay and refund the duplicate. If you do not recognise a charge, contact us immediately and also inform your bank. We may suspend the associated download access while an unauthorised-charge investigation is open.

8. Chargebacks

Please contact us before raising a chargeback. Most problems can be solved faster by email. A chargeback raised without contacting us can delay resolution and may lead to access being suspended while the bank investigates. If a chargeback is found to be fraudulent, we may recover the amount and any associated fees to the extent the law allows.

9. Abuse of the refund process

We may refuse a refund and close the associated access if we reasonably believe there is repeated abuse, a false claim, redistribution of the files, or an attempt to obtain the kit and a refund at the same time. We keep records of orders, downloads and support conversations for this purpose.

10. Your statutory rights

Nothing in this policy excludes or limits a right you have under mandatory Indian consumer law. If a statute or a competent authority requires a refund in a situation not listed above, we will comply with that requirement. If you are not satisfied with our decision, you may contact the National Consumer Helpline or the appropriate consumer commission.

11. Contact

Refund questions: support@sayline.shop
Grievance Officer, Sayline
Sayline, India

This policy is effective from 21 October 2026.