PAYMENT TERMS & CONDITIONS, REFUND AND CANCELLATION POLICY

1. Introduction

These Payment Terms & Conditions, Refund Policy and Cancellation Policy (“Policy”) govern payments, cancellations, refunds and related financial matters concerning services provided by Ingrain Global Standard Private Limited (“IGSPL”, “we”, “our” or “us”).

This Policy applies to customers, applicants, certified clients, training participants and other individuals or organizations purchasing services through our website, official communication channels, quotations, agreements or other authorized arrangements.

Our services may include:

• ISO management system certification.
• Initial certification, surveillance audits and recertification.
• Certification transfer services.
• Applicable compliance certification services, including GMP, HALAL and HACCP.
• Lead Auditor training and related professional training programmes.
• Other services expressly offered by IGSPL.

By accepting a quotation, signing a client agreement, registering for a training programme or making a payment, you agree to the applicable terms of this Policy, together with the relevant quotation, agreement and service-specific conditions.

Where a signed agreement or accepted quotation contains specific payment or cancellation terms, those terms will apply to the relevant transaction to the extent they are consistent with applicable law.

2. Service Fees and Quotations

2.1. All service fees will be communicated through an official quotation, invoice, fee schedule or other authorized written communication.

2.2. Certification fees may depend on the applicable standard, scope of certification, number of sites, employee count, audit duration, complexity of operations, applicable accreditation requirements and other relevant factors.

2.3. Training fees may vary depending on the course, delivery method, batch schedule, examination arrangements, participant requirements and applicable programme conditions.

2.4. Unless expressly stated otherwise, quoted fees do not include additional expenses such as travel, accommodation, special logistics, applicable examination charges or other separately identified costs.

2.5. Any additional charges must be communicated and agreed upon where required before they are incurred.

2.6. Quotations are valid for the period specified in the quotation. If no validity period is specified, IGSPL may confirm the applicable price before accepting the order or application.

3. Payment Terms

3.1. Payments must be made according to the due dates and payment schedule specified in the quotation, invoice, client agreement or training registration confirmation.

3.2. Unless otherwise agreed in writing, payment is due within the period stated on the invoice.

3.3. Accepted payment methods and official payment instructions will be communicated by IGSPL through authorized channels.

3.4. Clients must verify the beneficiary name, account details and payment instructions before transferring funds. Payments should be made only to accounts or payment channels officially authorized by IGSPL.

3.5. Clients are responsible for providing accurate payment references and transaction details where required to identify their payments.

3.6. Any applicable taxes, including GST where chargeable, will be stated in the relevant quotation or invoice. Tax treatment will be determined in accordance with applicable law.

3.7. Bank transfer charges, international remittance fees, currency conversion charges and similar transaction costs will be handled as specified in the quotation or applicable payment instructions.

3.8. If a payment fails, is reversed, is disputed or is not received by IGSPL, the corresponding amount may remain outstanding until the transaction is resolved.

3.9. IGSPL may issue a receipt or payment confirmation after the payment has been verified.

4. Certification Service Payment Conditions

4.1. Certification services are subject to the applicable application review, audit arrangements, evaluation, certification decision and other requirements of the relevant certification scheme.

4.2. Payment of certification fees does not guarantee that certification will be granted, renewed, transferred or maintained.

4.3. Certification decisions will be made in accordance with applicable certification requirements and shall not be determined solely by whether a client has made a payment.

4.4. Audit activities may be scheduled after the applicable contractual, administrative and payment requirements have been satisfied.

4.5. Any advance payment, instalment or balance payment arrangement will be governed by the accepted quotation or agreement.

4.6. Where payment is overdue, IGSPL may issue a payment reminder and take proportionate steps permitted by the agreement and applicable law. Any effect on scheduling or service delivery will be communicated to the client.

4.7. Certification suspension, withdrawal, refusal, expiry or other certification-status changes will be governed by the applicable certification requirements and procedures, not by this Policy alone.

4.8. Any applicable charges for additional audit time, special audits, scope changes, additional sites or other changes to the agreed service will be communicated in accordance with the quotation, agreement and applicable requirements.

5. Lead Auditor Training Payment Conditions

5.1. Registration for a training programme is subject to the availability of seats and confirmation by IGSPL.

5.2. A participant's registration may be confirmed after the applicable registration and payment requirements have been met.

5.3. Training fees, payment deadlines, examination charges, certificate-related charges and other applicable costs will be communicated before registration is finalized.

5.4. Where instalment payments are permitted, participants must follow the agreed payment schedule.

5.5. Payment of a training fee does not guarantee a passing examination result, qualification, accreditation or professional authorization. These outcomes depend on the applicable assessment and programme requirements.

5.6. Training certificates will be issued only where the participant satisfies the applicable attendance, assessment, completion and other programme requirements.

5.7. Any course-specific payment or refund conditions communicated before registration will apply to that course, subject to applicable law.

6. Cancellation by the Client

Clients who wish to cancel a certification service, audit arrangement or training registration must submit a written request to IGSPL using the official contact details provided on our website or in the relevant quotation or confirmation.

The request should include:

• Client or participant name.
• Relevant quotation, invoice, application or registration reference.
• Service or training programme concerned.
• Requested cancellation date.
• Reason for cancellation, where appropriate.

Cancellation will be acknowledged through an appropriate communication channel.

6.1. Certification Services

A client may request cancellation of a certification application, audit or other agreed service before completion.

Upon receiving the request, IGSPL will review the work already performed, the stage of the service, any costs already incurred, any third-party commitments and the applicable contractual conditions.

Charges for services already performed and reasonable, documented, non-recoverable costs incurred for the client may be deducted from any eligible refund, subject to the agreed terms and applicable law.

Where services have not been performed and no applicable costs or other lawful charges are payable, the corresponding unearned amount will be considered for refund.

6.2. Training Registrations

A participant who wishes to cancel a training registration must notify IGSPL in writing before the relevant programme begins.

Any refund will be assessed according to the course-specific cancellation terms communicated before registration, the timing of the cancellation, services already provided and any reasonable, documented, non-recoverable costs permitted under the applicable agreement and law.

Where no specific cancellation schedule has been communicated, IGSPL will assess the request fairly based on the circumstances and applicable legal requirements.

7. Cancellation Charges and Non-Refundable Costs

Where permitted by applicable law and agreed terms, a cancellation may result in charges for:

• Audit or training services already performed.
• Auditor, trainer, examination or other resources already committed.
• Travel, accommodation or logistics expenses that cannot reasonably be recovered.
• Third-party charges already incurred.
• Other reasonable, documented costs arising directly from the cancellation.

Any cancellation charge will be assessed in a proportionate manner and will not exceed what is permitted by the applicable agreement and law.

A payment will not be treated as automatically non-refundable merely because it has been made. The refund assessment will consider the services performed, costs incurred, applicable contractual terms and the circumstances of the cancellation.

8. Cancellation or Rescheduling by IGSPL

IGSPL may need to cancel or reschedule an audit, training programme or other service because of circumstances such as:

• Auditor, trainer or technical expert unavailability.
• Insufficient enrolment for a training batch.
• Operational or scheduling difficulties.
• Safety concerns or access restrictions.
• Technical failures affecting programme delivery.
• Force majeure or other circumstances beyond reasonable control.

Where reasonably practicable, IGSPL will notify the affected client or participant and communicate the available options.

Depending on the service and applicable agreement, options may include rescheduling, transferring the registration to another available batch, or refunding eligible fees for services that will not be provided.

Any refund due because IGSPL cancels a service will be assessed in accordance with the relevant agreement and applicable law. Charges for services already performed or costs lawfully payable may be considered where appropriate.

IGSPL will not retain payment for services that have not been provided where a refund is required by applicable law or the relevant agreement.

9. Refund Policy

Refund requests will be reviewed individually according to the service concerned, the payment received, the work completed, costs incurred, the applicable quotation or agreement and relevant legal requirements.

9.1. Eligible Refunds

A refund may be considered in circumstances including:

• Duplicate payment for the same service.
• An excess payment or verified payment error.
• Cancellation of a service before it is performed, where a refund is due.
• Cancellation of a training programme or service by IGSPL, where a refund is due.
• An agreed cancellation or refund arrangement.
• Any other circumstance in which a refund is required under applicable law.

9.2. Refund Assessment

When reviewing a refund request, IGSPL may consider:

• The amount paid and the date of payment.
• The service or programme purchased.
• The stage of service delivery.
• Audit, training, examination or administrative work already performed.
• Reasonable, documented costs already incurred.
• Any applicable cancellation schedule or contractual condition.
• The reason for the refund request.
• Applicable statutory rights and obligations.

9.3. Services Already Completed

Fees for services fully performed will generally not be refundable solely because the client changes its mind or is dissatisfied with an outcome, subject to the applicable agreement and legal rights.

This provision does not limit any refund, remedy or other right that a client may have under applicable law.

9.4. Certification Decisions

Certification fees do not guarantee a successful certification outcome.

Where an organization does not achieve certification because applicable requirements have not been met, the refund eligibility of any fee will depend on the services performed, the agreed fee structure and the applicable contractual and legal requirements.

A certification decision will not be altered merely because a refund has been requested or granted.

9.5. Training Assessments

Failure to pass an examination, meet attendance requirements or satisfy programme completion criteria does not automatically entitle a participant to a refund for training services already provided.

Any applicable resit, reassessment or additional training charges will be communicated under the relevant programme terms.

9.6. Incorrect or Unauthorized Transactions

If you believe that a payment has been duplicated, incorrectly charged or made through an unauthorized transaction, contact IGSPL promptly with the relevant transaction details.

We will review the available records and take appropriate action in accordance with applicable law and payment-provider procedures.

10. Refund Request Procedure

To request a refund, please contact IGSPL using the official contact details provided below.

Please include:

• Your name or organization name.
• Invoice or receipt number.
• Service or training programme details.
• Payment date and amount.
• Transaction reference, where available.
• Reason for requesting the refund.
• Relevant supporting documents, where necessary.

IGSPL may request additional information reasonably required to verify the payment and assess the request.

We will acknowledge the request and communicate the outcome or any additional information required within a reasonable period.

11. Refund Processing

Once a refund has been approved, it will ordinarily be processed through the original payment method where practicable and legally permitted.

If the original payment method cannot be used, IGSPL may request appropriate verified alternative payment details.

The time taken for the refund to appear in the customer's account may depend on the bank, payment gateway, card issuer or other financial institution.

Any applicable refund timeline will be communicated when the refund is approved. Where a statutory deadline applies, that deadline will be followed.

IGSPL will not request passwords, PINs, one-time passwords or other authentication credentials as a condition of processing a legitimate refund.

12. Non-Refundable Situations and Exceptions

Subject to applicable law and the specific agreement, a refund may not be payable for:

• Services already fully delivered.
• Audit or training work already performed.
• Reasonable, documented and non-recoverable expenses lawfully payable by the client.
• A participant's failure to attend a confirmed programme without an applicable refund entitlement.
• A change of mind after a service has been delivered.
• An unsuccessful certification or training assessment, where the agreed service was properly delivered.

These examples do not create an unconditional right for IGSPL to retain every payment. Each request remains subject to the actual circumstances, the applicable contract and any mandatory legal rights.

13. Postponement, Rescheduling and Transfer of Registration

Requests to postpone an audit, reschedule a training programme or transfer a training seat to another participant or batch must be submitted in writing.

Approval will depend on availability, programme requirements, the notice provided and any reasonable, documented costs already incurred.

A rescheduling or transfer fee may apply only where the fee has been appropriately communicated, agreed where required and is permitted by applicable law.

For certification activities, any change to an audit date, auditor assignment, site arrangement or scope remains subject to the relevant audit-planning and certification requirements.

14. Chargebacks and Payment Disputes

If you believe that a payment is incorrect, please contact IGSPL first where practicable so that the matter can be reviewed.

This does not prevent you from exercising any applicable rights through your bank, card issuer, payment provider or competent authority.

IGSPL may provide relevant transaction records, invoices, service confirmations and other appropriate evidence to a payment provider when responding to a disputed transaction, subject to applicable law.

Any outstanding amount or dispute will be handled in accordance with the relevant agreement and applicable law.

15. Force Majeure

Neither party will be treated as having breached an obligation solely because performance is prevented or materially delayed by circumstances beyond its reasonable control, to the extent permitted by applicable law.

Such circumstances may include natural disasters, public emergencies, government restrictions, significant infrastructure failures or other events that could not reasonably have been prevented.

The affected party should notify the other party as soon as reasonably practicable.

Where a service cannot be delivered, IGSPL will communicate the available options, which may include rescheduling, alternative delivery arrangements or a refund for services not provided, as applicable under the agreement and law.

16. Fraud Prevention and Payment Security

Clients and participants should make payments only through payment methods and accounts officially authorized by IGSPL.

IGSPL will not be responsible for payments made to an unauthorized individual or account because the payer failed to verify the payment instructions, subject to applicable law and the circumstances of the transaction.

If you receive suspicious payment instructions claiming to originate from IGSPL, verify them through our established official contact channels before transferring funds.

Please report suspected payment fraud or unauthorized payment requests to IGSPL promptly.

17. Amendments to This Policy

IGSPL may revise this Policy to reflect changes in its services, payment methods, business procedures or applicable legal requirements.

The updated version will be published on our website with a revised “Last Updated” date.

Any change will apply in accordance with applicable law and the terms governing the relevant transaction. Where required, existing clients or participants will be notified of material changes.

18. Governing Law and Dispute Resolution

This Policy will be interpreted in accordance with the laws applicable to the relevant transaction and the services provided by IGSPL.

Any dispute relating to payment, cancellation or refund should first be raised with IGSPL so that the parties may attempt to resolve it amicably.

Nothing in this Policy limits any non-waivable rights or remedies available to a consumer or other person under applicable law, including any applicable dispute-resolution or jurisdictional requirements.