CANCELLATION POLICY

1. General Cancellation Policy

Customers should submit cancellation requests as soon as possible after placing an order.

A cancellation request does not automatically mean that an order is cancelled.

Cancellation is subject to:

• Order status
• Product type
• Procurement status
• OEM/distributor terms
• Product customization
• License activation status
• Shipment status
• Service/project commencement
• Applicable quotation or contract
• Costs already incurred by ExosysNetworks

Cancellation will be considered only after verification by our authorized team.

2. Cancellation Before Order Processing

An order may generally be considered for cancellation without significant cancellation charges if:

• Procurement has not started
• The product has not been ordered from the supplier/OEM/distributor
• The product has not been allocated
• The product has not been dispatched
• No software license has been generated or activated
• No customization has started
• No service resources have been deployed

Approval remains subject to the specific commercial arrangement.

3. Cancellation After Order Confirmation

Once an order has been formally confirmed through:

• Purchase Order
• Advance payment
• Signed quotation
• Written confirmation
• Work order
• Signed agreement

ExosysNetworks may begin procurement or resource allocation.

If cancellation is requested after this stage, applicable cancellation charges may be deducted based on actual commitments and costs incurred.

4. Cancellation After Procurement

Orders may become non-cancellable once products have been procured specifically against a confirmed customer requirement.

This is particularly applicable to:

• Enterprise IT hardware
• Servers
• Storage systems
• Firewalls
• Network switches
• Wireless equipment
• Specialized laptops/workstations
• CCTV systems
• Network racks
• UPS systems
• Special configurations
• Back-to-back orders
• Project-specific equipment
• Bulk procurement orders

If our OEM, distributor or supplier accepts cancellation, ExosysNetworks may process the cancellation subject to applicable charges.

5. Back-to-Back / Special Procurement Orders

Products specifically purchased by ExosysNetworks against a customer's confirmed PO may be classified as Back-to-Back (B2B) Procurement Orders.

Such orders may be non-cancellable once the upstream order has been placed.

If cancellation is exceptionally accepted, the customer may be responsible for applicable:

• OEM cancellation charges
• Distributor cancellation charges
• Restocking charges
• Logistics charges
• Administrative charges
• Foreign-exchange losses
• Other actual costs already incurred

6. Cancellation After Dispatch

Once a product has been dispatched, cancellation will normally not be permitted.

Where cancellation is exceptionally approved after dispatch, the customer may be responsible for:

• Forward freight
• Return freight
• Insurance charges
• Handling charges
• Restocking charges
• Logistics partner charges
• OEM/distributor charges

The product must generally remain unused, unopened and in its original condition where return is permitted.

7. Delivered Products

Once a correctly supplied product has been successfully delivered and accepted, it cannot ordinarily be cancelled merely because:

• The customer changed their mind
• The requirement changed
• The customer no longer needs the product
• Another supplier offered a lower price
• Internal purchase approval changed

Cases involving an incorrect, damaged or eligible DOA product will be handled separately under our Return/ Replacement and applicable OEM policies.

8. Customized Products

Orders involving customized or specially configured products may be non-cancellable once customization begins.

Examples may include:

• Customized servers
• CTO/BTO systems
• Custom storage configurations
• Pre-configured networking equipment
• Special rack configurations
• Custom cables
• Custom labeling
• Pre-installed software
• Customer-specific imaging
• Custom project materials

Any cancellation will depend on the OEM/supplier's acceptance and recoverable value of the product.

9. Software License Cancellation

Software licenses are generally non-cancellable once:

• License keys have been generated
• Subscription has been activated
• License has been assigned
• License has been registered
• Tenant provisioning has begun
• OEM/vendor order has been processed

This may apply to productivity, cybersecurity, backup, operating-system, virtualization and other commercial software licenses.

Specific cancellation rights will remain subject to the relevant software publisher's terms.

10. Cloud & Subscription Services

Cloud and subscription services may become non-cancellable once activated or provisioned.

This may include:

• Cloud subscriptions
• SaaS subscriptions
• Email solutions
• Backup subscriptions
• Security subscriptions
• Firewall subscriptions
• Endpoint-security subscriptions
• Managed cloud services

Cancellation and any available refund will be subject to the applicable provider's terms and the commercial agreement with ExosysNetworks.

11. OEM Support & Warranty Packages

OEM warranty extensions, support contracts and subscriptions may be non-cancellable once registered or activated against a device or serial number.

This may include:

• Extended warranty
• OEM support packs
• Firewall subscriptions
• Server support contracts
• Network support subscriptions
• Security subscriptions

12. Bulk & Enterprise Orders

Bulk or enterprise procurement orders may involve advance stock allocation and supplier commitments.

Accordingly, confirmed bulk orders may not be cancellable after procurement has commenced.

For partial cancellation, ExosysNetworks may revise:

• Unit pricing
• Volume discounts
• Freight charges
• Project pricing
• Credit terms
• Delivery schedules

because the original commercial terms may have been based on the total committed quantity.

13. Project Orders

Projects involving procurement plus installation, configuration or deployment may have separate cancellation conditions.

Examples include:

• Network deployment
• Structured cabling
• Wi-Fi deployment
• Firewall implementation
• CCTV installation
• Data centre deployment
• Server/storage implementation
• Branch rollout
• Office IT setup

If a project is cancelled after commencement, the customer may be responsible for products procured, work completed, manpower deployed, travel, logistics and other committed costs.

14. Service Cancellation

For one-time professional services, cancellation should preferably be requested before engineer or resource deployment.

If an engineer has already:

• Been assigned
• Started travelling
• Reached the customer site
• Begun remote support
• Started configuration
• Started implementation

the applicable service charges may become payable.

15. Onsite Engineer Call Cancellation

For scheduled onsite technical support, customers should cancel or reschedule before engineer dispatch wherever possible.

Where an engineer has already travelled to the customer site, visit/travel charges may be applicable even if work cannot be performed because of customer-side circumstances.

16. AMC Cancellation

Annual Maintenance Contracts are governed by the applicable AMC agreement.

Cancellation may be subject to:

• Minimum contract period
• Notice period
• Services already delivered
• Preventive maintenance completed
• Spare parts supplied
• Manpower commitments
• Outstanding payments

Unless otherwise stated in the signed AMC agreement, fees for services already rendered will not be refundable.

17. FMS / Managed Services Cancellation

Facility Management Services and Managed IT Services normally involve dedicated resources and ongoing operational commitments.

Cancellation may therefore require a notice period as specified in the applicable agreement.

The customer remains responsible for charges up to the effective termination date and other committed costs specified in the agreement.

18. Customer-Initiated Cancellation

To request cancellation, customers should contact ExosysNetworks through an authorized business channel.

The request should include:

• Customer/company name
• Purchase Order number
• ExosysNetworks quotation number
• Invoice/order number, if available
• Product/service description
• Quantity
• Reason for cancellation
• Authorized contact person's details

Cancellation requests should preferably be submitted from the customer's registered or authorized business email address.

19. Cancellation Confirmation

An order should not be considered cancelled until ExosysNetworks provides written confirmation of cancellation.

Customers should not rely solely on:

• Telephone conversations
• Informal messages
• Verbal discussions

for confirmation of cancellation.

20. Cancellation Charges

Where applicable, cancellation charges may include actual or reasonable costs relating to:

• OEM cancellation
• Distributor cancellation
• Restocking
• Logistics
• Transportation
• Insurance
• Packaging
• Banking/payment gateway charges
• License activation
• Customization
• Engineering
• Manpower
• Travel
• Administrative processing

Any applicable deductions should be communicated as part of the cancellation settlement.

21. Refund After Approved Cancellation

Where a cancellation is approved and the customer is eligible for a refund, the refundable amount will be calculated after applicable deductions.

The refund may exclude:

• Non-refundable OEM charges
• Distributor charges
• Freight
• Payment processing charges where legally permissible
• License charges
• Customization costs
• Services already delivered
• Other mutually agreed non-refundable costs

Refunds will ordinarily be made using an appropriate banking/payment method after the cancellation has been approved and required reconciliation completed.

22. Refund Processing Timeline

Approved refunds will generally be initiated within 7–15 business days after:

• Cancellation approval
• Required product return, where applicable
• Inspection/verification
• Receipt of required documents
• Commercial reconciliation

Banking/payment-provider processing times may be additional.

For B2B transactions, credit notes and GST-related adjustments may also be required before settlement.

23. ExosysNetworks-Initiated Cancellation

ExosysNetworks may cancel an order where reasonably necessary due to circumstances such as:

• Product discontinuation
• Stock unavailability
• OEM inability to supply
• Pricing or listing error
• Suspected fraudulent transaction
• Payment failure
• Regulatory restrictions
• Customer credit issues
• Force majeure
• Technical or commercial infeasibility

Where ExosysNetworks cancels an order before supply and the customer has already paid, the eligible amount will ordinarily be refunded or adjusted, subject to the circumstances and applicable agreement.

24. Alternative Product Option

If an ordered product becomes unavailable, ExosysNetworks may offer:

• Equivalent model
• Higher model
• Alternative OEM
• Revised configuration
• Revised delivery timeline

The customer may accept or reject a material substitution.

No materially different product will be treated as accepted without appropriate customer confirmation.

25. Price Changes

After an order is formally accepted, ExosysNetworks will generally honour the agreed commercial terms subject to the quotation/contract.

However, where an order has not yet been accepted or where pricing was based on an obvious error, expired quotation, changed tax/duty, or customer-requested change in scope, revised commercial terms may be issued before proceeding.

26. Non-Cancellable Items

Subject to applicable law and the specific transaction, the following may be non-cancellable once processed:

• Activated software licenses
• Cloud subscriptions
• OEM support subscriptions
• Customized hardware
• CTO/BTO systems
• Special-order products
• Imported products
• Project-specific equipment
• Custom cables/materials
• Activated security licenses
• Registered warranty packs
• Opened consumables
• Customer-specific configured products
• Products procured specifically against a confirmed B2B Purchase Order

27. Force Majeure

Cancellation or delay caused by circumstances reasonably beyond the control of ExosysNetworks will be handled according to applicable contractual terms.

Such circumstances may include:

• Natural disasters
• War
• Pandemic
• Government restrictions
• Import restrictions
• Supply-chain disruptions
• OEM shortages
• Transportation disruptions
• Other force majeure events

28. Conflict With Purchase Order or Agreement

Where a signed agreement, accepted quotation, Purchase Order acknowledgment, SOW, SLA, AMC agreement or other commercial contract contains specific cancellation terms, those specific agreed terms will take precedence over this general website Cancellation Policy for that transaction.

29. Contact for Cancellation Requests

For cancellation-related requests, please contact:

Please mention “Order Cancellation Request – [Order/PO Number]” when sending an email so that the request can be routed appropriately.