Return & Refund Policy

1. Overview

This Return & Refund Policy outlines the conditions under which SGSM PRO TOOL may issue refunds for credit purchases and service charges. By using our services, you agree to the terms described below.

2. No Refund for Device-Side Failures

We do NOT provide refunds for any service failure caused by issues on the user's end. This includes but is not limited to the following situations:

If the device is disconnected from the PC during the authentication or service process.

USB cable issues such as loose connection, faulty cable, or incompatible cable.

Power cut or power failure during the service operation.

Device battery dying or device shutting down during the process.

User unplugging or restarting the device before the operation is complete.

Any form of device disconnection — whether intentional or accidental — during an active service.

Once a service operation has been initiated and credits have been deducted, we cannot reverse the charge if the failure was caused by hardware, connectivity, or power issues on the user's side.

3. When Refund IS Applicable

Refunds are ONLY applicable in the following specific scenario:

If the server-side credit price for a service is set at a certain amount (e.g., 4 credits) but the software incorrectly deducts a higher amount (e.g., 5 credits), the excess/wrong amount will be refunded.

In other words, refunds are only processed when there is a verified mismatch between the actual service cost and the amount deducted from your account due to a system error.

4. How to Request a Refund

• Contact our support team with your username, order/job ID, and a description of the issue.
• Our team will verify the credit deduction against the server-side service pricing.
• If a pricing mismatch is confirmed, the excess credits will be refunded to your account within 3-5 business days.
• Refunds will be credited back to your user account balance — not to the original payment method.

5. Non-Refundable Scenarios Summary

• Device disconnected from PC during service
• USB cable failure or loose connection
• Power cut or sudden shutdown
• Device restart during active operation
• User error in submitting wrong device details (wrong IMEI, model, etc.)
• Successfully completed operations (even if the result was not as expected)
• Credits already consumed for any service attempt
• Partially completed operations due to user-side interruptions

6. Refund Mode

All approved refunds are processed as account credit balance only. We do not refund to original payment methods (UPI, bank, card, etc.) unless required by applicable law.

7. Contact

For refund queries, contact our support team with your job ID and account details. We aim to resolve all refund requests within 3-5 business days.