This Refund & Cancellation Policy ("Policy") is issued by Perisync Technologies Pvt Ltd, operating under the brand nameTheWaterFirm ("TWF"), and applies to all products and services offered by TWF, including but not limited to smart water meter hardware, IoT communication gateways, software platforms, and subscription-based services.

Customers with queries or concerns are encouraged to contact our support team atsupport@thewaterfirm.combefore making a purchase or entering into a subscription agreement.

This Policy applies to all TWF customers across all models of engagement, including:

• One-time purchase of smart water metering hardware;
• Subscription-based deployments (SYM — Subscribe Your Meter, or equivalent models);
• Annual Maintenance Contracts (AMC);
• Software platform access, cloud storage, and data services;
• Installation, commissioning, plumbing, electrical, and civil works carried out by TWF or its authorised partners;
• Any other product, service, or deliverable supplied by TWF under a purchase order, invoice, or service agreement.

All payments made to TWF are non-refundable. This applies to:

• Hardware purchase amounts, including partial or full payments made against a purchase order or invoice;
• Installation, commissioning, plumbing, and civil work charges — once work has commenced, the associated charges are non-refundable regardless of project status;
• Subscription fees — monthly, quarterly, or annual — once a billing cycle has commenced;
• AMC charges once the AMC period has been activated;
• Platform setup, onboarding, and configuration charges;
• Any complimentary or discounted items included as part of a project package — these carry no independent monetary value and are not refundable in cash under any circumstances.

TWF does not accept cancellation of orders, subscriptions, or service agreements once they have been executed, unless expressly permitted in the applicable Service Contract.

• Hardware orders cannot be cancelled once the purchase order has been confirmed and accepted by TWF;
• Subscription agreements cannot be unilaterally cancelled by the Customer before the agreed contractual term. Early exit terms, where applicable, are governed by the relevant Service Contract;
• Installation or site work orders cannot be cancelled once TWF has mobilised resources, procured materials, or commenced work at the site;
• Requests to discontinue services mid-subscription do not entitle the Customer to a refund of fees already paid or fees due for the remainder of the contracted term.

Under the subscription model, all hardware supplied by TWF — including water meters, gateways, communication hubs, and associated components — remains the exclusive property of Perisync Technologies Pvt Ltd at all times during the subscription period. The Customer does not acquire ownership of the hardware through subscription payments.

• The Customer shall not pledge, mortgage, sell, transfer, or encumber the hardware in any manner;
• The Customer shall not permit any third party to remove, relocate, or tamper with the hardware without TWF's prior written consent;
• In the event of cancellation or early termination of the subscription, TWF retains the right to repossess the hardware. Detailed terms on ownership transfer upon full contract completion and repossession upon early exit are governed by the applicable Service Contract.

Early cancellation or termination of a subscription or service agreement before the end of the agreed contractual term may attract a cancellation fee. The applicable cancellation fee, if any, will be as specified in the Customer's Service Contract. Where a Service Contract specifies a cancellation fee, that fee is payable by the Customer regardless of the reason for early termination, and is in addition to any outstanding subscription dues. Customers are advised to review their Service Contract for the specific terms applicable to their arrangement before initiating a cancellation request.

Refunds or partial credits may be considered solely at TWF's discretion in the following narrow circumstances:

In the unlikely event that TWF is unable to procure or supply the smart water meter or system due to circumstances genuinely beyond its control (force majeure, legal restrictions, supply chain failure), TWF shall refund 100% of the amount paid specifically for the hardware cost. This refund is limited to the hardware value only and does not include installation charges, service fees, or any other costs.

If a Customer has been charged an incorrect amount due to a verified billing error on TWF's part, the excess amount will be adjusted in the next billing cycle or refunded, at TWF's discretion, following verification of the error.

Except as stated in Sections 5.1 and 5.2, no refunds or credits will be issued under any other circumstances, including dissatisfaction with service, change of business plans, property sale or handover, disputes between residents and associations, or any other commercial reason.

Nothing in this Policy limits or excludes any rights that Customers may have under applicable Indian law, including the Consumer Protection Act, 2019. Customers who believe they have a valid statutory claim may approach the appropriate Consumer Disputes Redressal Commission.

For any queries related to this Policy, billing, or your account: