1. Personalised digital service
Naqsh invitations are customised for a specific customer and event. The checkout payment reserves production time and covers the selected invitation theme, its included personalisation and any add-ons shown in the order summary.
The service is digital and custom, but that does not remove any mandatory remedy available under applicable consumer law.
2. When work is considered started
Work is considered started when Naqsh begins planning, designing, customising or developing the booked invitation after receiving enough customer information to proceed. Preparing or sending a personalised preview is clear evidence that work has started.
Automated booking administration, payment verification or receipt of details alone does not necessarily mean that personalised creative work has started.
3. Cancellation before work begins
If you cancel before personalised work has started, the amount paid for the booking will be refunded in full. Please contact us promptly with the booking and payment details listed below.
4. Cancellation after work begins
Once personalised work has started, Naqsh may retain the reasonable value of production time and work already performed specifically for the booking. Any approved refund will take account of the work completed and the part of the service not yet delivered.
If exceptional circumstances apply, Naqsh may agree to a larger partial refund or service credit at its discretion. This does not reduce any remedy required by applicable consumer law.
5. Preview, customisation and change of mind
After a personalised preview has been provided, a change of mind, event cancellation, selected-theme change or decision not to use the invitation does not ordinarily qualify for a full refund because custom work has already been performed.
Unless the booking is cancelled, Naqsh will continue to provide the revision rounds included in the agreed scope. A genuine defect or material difference from the agreed service will be assessed separately and may qualify for correction or another remedy.
6. Delay or inability to deliver
Naqsh usually aims to provide an initial preview within 2–3 days after booking confirmation and receipt of complete information. If Naqsh is unable to provide an initial preview within five days for reasons within Naqsh’s control, you may request cancellation and a full refund of amounts paid for undelivered work.
This does not apply where delay results from incomplete information, unsuitable or inaccessible files, delayed customer responses, newly requested features, an agreed extension, or events outside Naqsh’s reasonable control.
7. Undelivered portions
If Naqsh receives payment but fails to provide an agreed final invitation or paid add-on for reasons within Naqsh’s control, Naqsh will provide an appropriate refund for the undelivered portion.
Once the completed invitation and selected service have been delivered as agreed, payments are ordinarily non-refundable, without limiting remedies for a genuine defect or service that materially differs from what was agreed.
8. Duplicate payments and technical errors
A verified duplicate payment, amount paid in error or payment captured despite a confirmed technical failure to create the booking will be investigated promptly. Where a refund is due, it will normally be sent through Razorpay to the original payment method. We may request the Booking ID, Razorpay Payment ID or other limited transaction reference needed to locate the payment.
A pending bank debit is not always a completed payment. If Razorpay or the bank shows that no payment was captured, the bank may reverse the pending amount automatically.
9. Requesting and receiving a refund
Email contact.naqshdigital@gmail.com with your Booking ID, payment date, amount, Razorpay Payment ID if available, and the reason for the request. Do not email passwords, PINs, one-time passwords or complete bank statements.
We will review the booking status and work completed and communicate the decision. Approved online-payment refunds will normally be initiated through Razorpay to the original payment method within 7–10 business days. Banks and payment providers may require additional processing time after initiation.
10. Consumer rights and related terms
This policy should be read with the Terms of Service and Shipping & Delivery Policy. Nothing in these policies excludes a refund, replacement, correction or other remedy that cannot lawfully be excluded under applicable consumer law.