Ongrid Design LLP · LLPIN ADC-2788 · Registered office: Office No 212, 1st Floor, Fortaleza Society, Kalyani Nagar, Yerwada, Pune 411006, Maharashtra, India · Registered with limited liability
Effective: 30 September 2026 · Last updated: 30 September 2026
This policy explains what happens to your money if you cancel, if we cancel, or if something goes wrong. It applies to everything you buy from Ongrid Design on ongrid.design or through a quotation we issue. If your signed quotation or service agreement says something different for your project, that document applies to that project.
1. Design services (architecture and interior design)
How our fee is paid
You choose one payment option before work starts:
- Standard: four instalments of 40%, 30%, 20% and 10% of the professional fee, each due at the milestone stated in your quotation.
- Full upfront: the whole fee in one payment, with 15% off the professional fee.
If GST applies to your purchase, we add it at the applicable rate and show it separately on your quotation and invoice.
If you cancel
Tell us in writing by email to hello@ongrid.design, from the email address or phone number registered for your project. We treat the time your email reaches us as the time of cancellation, even if it arrives outside working hours.
Exactly one of the following applies. The deductions are never added together.
- Before your first design meeting has been completed — What we keep: Nothing; What we refund: Everything you have paid
- After the first design meeting, but before design development has started — What we keep: ₹10,000 (or the amount you have paid, if less); What we refund: The rest of what you have paid
- After design development has started, but before you have received your first design concept — What we keep: 50% of the amount you have paid (this replaces the ₹10,000; it is not added to it); What we refund: The other 50%
- After you have received your first design concept — What we keep: What you have paid; What we refund: Nothing, except under section 3
What these terms mean:
- First design meeting: the scheduled briefing meeting with our design team, held and completed. A free sales call, a missed meeting or an interrupted meeting does not count.
- Design development has started: our team has actually begun work on your project after the design meeting, and we have told you so. Receiving your payment is not, by itself, the start of development.
- Received your first design concept: we have sent you the first planning concept set agreed in your quotation, to your registered email or your account.
How the deductions work:
- Deductions apply only to money you have actually paid. We will never ask you to pay more because you cancelled.
- Unpaid instalments are not brought forward. If you cancel, you do not owe the instalments that were not yet due.
- If you chose full upfront payment, the deductions are calculated on the discounted amount you actually paid. We do not take back the 15% discount.
- GST is refunded or adjusted as the law requires, separately from these amounts.
Files: if you cancel after we have delivered design files and you have paid for them, you keep the right to use those delivered files for your property, as set out in our Terms of Use.
If we cancel
If we cancel your project for a reason that is not your fault, we will refund everything you have paid. In addition, we pay you the same amount we would have kept under the table above if you had cancelled at that point.
Example
A Complete package, standard option, first instalment of ₹70,000 paid:
- You cancel after the design meeting and after development has started, but before you receive the first concept.
- We keep 50% (₹35,000) and refund ₹35,000.
- We do not also keep ₹10,000.
2. Digital resources (sample sets, ebooks and other downloads)
- Digital resources are available to you immediately after payment. Because of this, we do not give change-of-mind refunds once you have bought a digital resource. We show you this before you pay.
- We always refund a duplicate or mistaken charge.
- If a file is faulty, will not open, or is not what we described, we will replace it. If we cannot fix it, we refund you.
- Paid sample sets: if you hire Ongrid Design for a design service within 3 months of buying a paid sample set, we deduct the price of the sample set (currently ₹650) from your design-service invoice.
3. When the fault is ours
None of the deductions in section 1 apply if the problem is ours. That includes when:
- we did not deliver what your quotation promised;
- what we delivered was materially deficient;
- we were materially late, and not because of you or events beyond anyone's control.
In those cases we will put the work right or refund you for the undelivered or deficient part. You also keep every remedy the law gives you. If a refund is due for a deficient service, we pay it within 30 days of agreeing it, or sooner as set out below.
4. Printed drawing sets
Where your package includes printed sets, we courier them free within India, and outside India at cost (see our Shipping and Delivery Policy). If a set arrives damaged, tell us within 7 days of delivery, with a photo, and we will reprint it free.
5. How refunds are paid
- Where: We do not take payments on this website at launch. When online payment is offered it will be processed by Razorpay, and we will not see or store your full card or bank details. Refunds for online purchases, when offered, go back through the payment provider to the original payment method.
- When: we process an approved refund within 7 working days of approving it. Your bank or card issuer may take a few more days to show it.
- Working days: Monday to Friday, excluding national holidays, Diwali, Holi and Ganpati Visarjan. Timelines that the law sets are never extended by our holidays.
6. Questions and complaints
- Questions: write to hello@ongrid.design.
- Complaints: follow the grievance route on our Contact and Grievance page. We acknowledge complaints within 48 hours and resolve them within one month.
This policy does not take away any right you have under the Consumer Protection Act, 2019.