Refund Policy
1. Overview
At Soilo, we stand behind the quality of our products and services. This policy describes the conditions under which refunds, replacements, and cancellations are available for Soilo Device purchases, Dashboard subscriptions, and field service engagements.
2. Soilo Device -- Hardware
2.1 Damaged on Arrival: If your Soilo device arrives physically damaged or non-functional, you must notify us within 48 hours of delivery with photographic evidence at soilo@ddverse.in. We will arrange a replacement at no additional cost.
2.2 Device Malfunction: If the device malfunctions within 90 days of purchase due to a manufacturing defect (not physical damage, water damage, or misuse), Soilo will repair or replace the unit at our discretion.
2.3 Change of Mind: We do not accept returns or issue refunds for change of mind once a device has been dispatched.
2.4 Sensor Replacement: Sensor modules that have completed 1,000 tests are not eligible for refund or replacement as this is normal and expected end-of-life for the sensor.
3. Annual Recalibration Service
3.1 If you have paid for the annual recalibration service and Soilo is unable to deliver it within the agreed timeframe due to our own operational failure, a full refund of the recalibration fee will be issued.
3.2 No refund is available once the recalibration service has been delivered.
4. Soil Intelligence Dashboard -- Subscription
4.1 Dashboard subscriptions are billed monthly. You may cancel your subscription at any time by contacting soilo@ddverse.in.
4.2 Cancellations take effect at the end of the current billing month. No partial-month refunds are issued.
4.3 If Soilo's platform experiences an extended outage (more than 72 continuous hours) due to our technical failure, affected customers will receive a pro-rated credit for the downtime period.
5. Field Services
5.1 Organic Field Trial Management and other multi-week engagements are governed by a separate service agreement signed at the time of engagement. Refund and cancellation terms in that agreement take precedence over this general policy.
5.2 As a general guide:
Cancellation before site visit and baseline testing: Full refund of advance paid minus any incurred travel or material costs.
Cancellation after baseline testing has been completed: 50 percent of the total engagement fee is non-refundable to cover work already delivered.
Cancellation mid-trial: Fees are charged on a pro-rated basis for work completed. No refund for completed stages.
5.3 One-time services such as Organic Input Protocol Design and Compliance Documentation are non-refundable once the deliverable has been shared with the client.
5.4 Soil to Quality Correlation Reports are non-refundable once data collection for the season has commenced.
6. Cluster Soil Monitoring Retainer
6.1 Monthly retainers can be cancelled with 30 days written notice to soilo@ddverse.in.
6.2 The final month's fee is payable in full regardless of cancellation date within that month.
6.3 Retainer fees already paid for future months beyond the notice period will be refunded within 15 working days.
7. How to Raise a Refund Request
To raise a refund or replacement request, email soilo@ddverse.in with the following:
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Your name and contact number
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Order reference or invoice number
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Description of the issue
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Supporting photographs or documentation where applicable.
We aim to respond to all refund requests within 3 working days and resolve them within 15 working days.
8. Contact
Divyansh Dwivedi, Co-founder and CEO
+91 90450 87852
19th Floor, WeWork Berger Delhi One, Sector 16B, Noida, Uttar Pradesh, India