1. Overview
Because our house plans are digital, non-tangible, and instantly delivered once payment is confirmed, refunds are handled differently to physical goods. We want you to be delighted with your purchase, so we offer a fair, transparent policy that balances your protection with the reality that our plans are copyrighted intellectual property.
2. Refund window & conditions
2.1 Pre-download / pre-delivery cancellations
If you have not yet downloaded the plan files and you request a refund within 24 hours of purchase, we will refund 100% of the purchase price, minus any non-refundable payment-processor fees.
2.2 Post-download refunds
Once you have downloaded the plan files (or accessed the download link), the digital delivery is considered complete and the plan is generally non-refundable. We may still consider a refund in the following cases:
- Duplicate purchase — you accidentally paid twice for the same plan.
- Wrong plan — you purchased a different plan by mistake and have not shared the files with a third party. We may offer a plan-swap credit instead of a cash refund.
- Materially inaccurate plan — you can demonstrate that the delivered plan differs substantially from the marketed specification (sq ft, bedroom count, primary elevation) in a way that could not reasonably be resolved by a minor revision.
- Non-delivery — payment succeeded but files were not delivered and cannot be delivered within 5 business days.
2.3 Non-refundable items
- Custom-design deliverables that have progressed beyond the first-milestone approval.
- Plans downloaded and used to obtain a building permit or start construction.
- Any plan file that has been shared, published, or forwarded to a third party in violation of our Terms of Service.
3. How to request a refund
- Email nagesh@dreamhomeengineers.com from the address on your order.
- Include your order number / DHE reference number and a brief description of the reason.
- Attach any supporting evidence (e.g. screenshots of the discrepancy or duplicate charges).
- We will respond within 2 business days and, where refunds are approved, initiate the refund within 5 business days of approval.
4. Refund methods & timing
- Refunds are issued to the original payment method.
- Cards typically show the refund in 5–10 business days depending on your bank.
- PayPal refunds are usually visible within 1–3 business days.
- Razorpay UPI/net-banking refunds are typically settled in 3–7 business days.
- Refunds are issued in the currency of your original payment; foreign-exchange differences are not compensated.
5. Custom Design engagements
For paid custom-design engagements the refund policy is set out in your engagement letter and typically follows these principles:
- Design deposits become non-refundable once the initial concept has been shared with you.
- Subsequent milestones become non-refundable once you approve them.
- If we materially fail to deliver a milestone by the agreed deadline (excluding delays caused by you), you may cancel the remaining work and receive a pro-rata refund of the unstarted portion.
6. Chargebacks & disputes
If you experience a payment issue we ask you to contact us before initiating a chargeback. Filing a chargeback without first requesting a refund from us may result in account suspension and legal recovery of the disputed amount. We share order and delivery evidence with payment processors as part of chargeback defence.
7. Fraudulent orders
We reserve the right to cancel and refund any order we reasonably believe to be fraudulent, and to report the transaction to the relevant authorities and payment processors.
8. Changes to this policy
We may update this Refund & Cancellation Policy from time to time. The current version is always available at /refund. Changes apply only to purchases made after the effective date shown at the top of this page.
9. Contact
Refund requests & questions: nagesh@dreamhomeengineers.com
Phone: +91 95508 99555 · Landline: +91 40 4850 2772