Refund & Cancellation Policy

This policy explains cancellations and refunds for credit-pack purchases on the Toolraw™ platform. It applies to prepaid credits used to send RFQs (buyers) and submit quotes (suppliers).

1. Prepaid credits

• Credits are a prepaid digital entitlement, consumed each time you send an RFQ or submit a quote, as described on the Pricing page.
• Prices and applicable GST are shown before you confirm any purchase.
• A tax invoice is issued once payment is confirmed.

2. Cancelling an order before payment

A pack you request but have not yet paid for can be cancelled at any time before payment — either by you (by not completing payment) or by our team — at no charge. No credits are added and no amount is due.

3. Refunds after payment

• Consumed credits are non-refundable. Credits that have already been used (spent on an RFQ or quote) cannot be refunded.
• Unused credits: because credits are a digital entitlement, they are generally non-refundable once granted. Where required by applicable law, or at our discretion, we may refund the value of unused credits on a case-by-case basis.
• Duplicate or failed payments: if you are charged more than once for the same order, or charged for a payment that did not result in credits being added, we will refund the excess/incorrect amount.
• Service failure: if credits were charged due to a proven technical error on our side, we will restore the credits or refund the amount.

4. How refunds are processed

Approved refunds are made to the original payment method via our payment gateway. Refunds are typically processed within 5–7 business days of approval; the time for the amount to reflect in your account depends on your bank or payment provider.

5. Requesting a refund

To request a refund or report a payment issue, email support@toolraw.com with your invoice number, the amount, and a description of the issue. We aim to acknowledge requests within 2 business days.

6. Orders between buyers and suppliers

This policy covers only credit-pack purchases made to us. Payments for the actual manufacturing, machining or material supply are made directly between the buyer and the supplier and are governed by their own commercial terms; Toolraw™ is not a party to those payments.

Contact

Toolraw™, 2nd Floor, MPD Tower, Golf Course Road, Sector 43, Gurugram, Haryana – 122002, India. Email: support@toolraw.com · Phone: +91 7303562111.