Exchanges Policy

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1. Introduction & Scope

This Exchanges Policy ("Policy") governs all requests for product exchanges made in connection with purchases on www.astoundingbi.com (the "Website"), operated by Astoun Ding Bi (Pvt) Ltd ("AstoundingBI", "we", "us", "our").

This Policy applies to all product categories available on the Website, including:

• Digital Products — software, downloadable files, license keys, activation codes, digital assets, templates, datasets, reports, and other electronically delivered products; and
• Event Tickets — electronic tickets, e-tickets, reservations, and pre-orders for events listed on the Website, including the Kandy Esala Perahera 2026 and all other AstoundingBI-listed events.

This Policy is legally binding and forms part of AstoundingBI's Terms & Conditions, and must be read together with our Returns & Refunds Policy. By completing a purchase on the Website, you confirm that you have read, understood, and agreed to this Policy in its entirety.

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2. Definitions

Term	Definition
"Exchange"	The replacement of a purchased Digital Product or Event Ticket with an alternative product, upgraded version, corrected version, or a different product of equal or lesser value, as determined and authorized solely by AstoundingBI.
"Like-for-Like Exchange"	The replacement of a defective or incorrectly delivered product with an identical, corrected, or updated version of the same product originally purchased.
"Product Upgrade Exchange"	The replacement of a purchased product with a higher-tier or updated version of the same product, subject to payment of any applicable price difference.
"Digital Product"	Any software, downloadable file, license key, activation code, digital asset, template, dataset, report, or other electronically delivered product sold through the Website.
"Event Ticket"	Any electronic ticket, e-ticket, reservation, or pre-order for events listed on the Website.
"Delivery"	Deemed complete at the earliest of: dispatch of a download link or license key to your registered email; product becoming accessible in your account; or license activation — as determined under Electronic Transactions Act, No. 19 of 2006, Section 14.
"Eligible Exchange Reason"	A specific, qualifying circumstance expressly listed in Section 4 of this Policy that makes a product eligible for an exchange request.
"Business Day"	Any weekday (Monday to Friday) that is not a public holiday in Sri Lanka.

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3. General Exchange Policy

Under the Electronic Transactions Act, No. 19 of 2006, Section 11, a completed electronic purchase forms a legally binding contract. Once that contract is performed — i.e., once delivery has occurred under Section 14 of that Act — the contractual obligations of both parties are fulfilled. No right of exchange arises merely from a change of mind, preference for a different product, or post-purchase dissatisfaction with a product that performs as described.

Furthermore, under the Intellectual Property Act, No. 36 of 2003, Section 16(2), any assignment or transfer of an economic right in a copyright-protected Digital Product — including software — must be in writing and signed by both parties. AstoundingBI's Digital Product licenses are personal, non-transferable, and non-assignable by the customer except as expressly permitted under Section 5 of this Policy. This means that customers cannot independently "exchange" a purchased license by transferring it to a different account, a different product, or a different person without AstoundingBI's explicit written authorization.

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4. Eligible Exchange Circumstances

Limited Eligibility

An exchange request will only be considered where one or more of the following specific circumstances apply:

4.1 Wrong Product Delivered (Delivery Error)

If AstoundingBI delivers a Digital Product that is materially different from the product you ordered — for example, a different software title, wrong license tier, or wrong edition — you may submit an exchange request within 7 calendar days of the date of delivery.

A "wrong product" means the product that was delivered does not match the specific product listed in your confirmed order. It does not include situations where:

• The product is the one you ordered but you have since decided you wanted a different product;
• The product matches your order but you made an error in selecting it at checkout; or
• The product matches your order but has features you did not expect or did not read about before purchasing.

4.2 Materially Defective Digital Product

If a Digital Product is materially defective — meaning it is fundamentally unable to perform its core described function through no fault of your device or software environment — and AstoundingBI is unable to resolve the defect by issuing a patch or updated version within a reasonable time, AstoundingBI may, at its discretion, offer a like-for-like exchange of the defective product for a corrected version.

A defect claim must be submitted within 7 calendar days of delivery and must include:

• Your order number and registered email address;
• A detailed written description of the defect and how it prevents the product from functioning as described;
• Screenshots, screen recordings, or error logs demonstrating the issue; and
• Your device specifications and operating environment details.

4.3 Duplicate Purchase (Same Product)

If you have been charged for and received the same product more than once in a single order session due to a verified payment system error on AstoundingBI's side (as distinct from your own decision to purchase multiple licenses), you may request an exchange of the duplicate for a different product of equal value within 14 calendar days of the duplicate transaction date.

Duplicate purchase exchange requests must be submitted to [email protected] with your order number, the duplicate transaction reference, and your registered email address.

4.4 Product Upgrade Exchange (Discretionary)

AstoundingBI may, at its absolute discretion, offer a product upgrade exchange programme from time to time, allowing customers who hold a valid license for a lower-tier product to upgrade to a higher-tier version of the same product family by paying only the price difference.

Upgrade exchange offers are:

• Subject to availability and AstoundingBI's discretion;
• Not guaranteed and may be withdrawn or modified at any time;
• Only available where expressly advertised or communicated in writing by AstoundingBI; and
• Subject to the customer's existing license being valid, active, and in good standing at the time of the upgrade request.

4.5 Event Ticket — Rescheduled Attendance (Same Event)

If an event for which you hold a valid ticket offers multiple seating sessions, dates, or time slots and the event organizer officially makes available a date/session swap option, AstoundingBI may, at its sole discretion and subject to organizer approval, facilitate a within-event ticket exchange to a different available session of the same event.

This is subject to:

• Availability of alternative sessions or seats;
• The event organizer's express permission for ticket swaps;
• The request being submitted at least 7 calendar days before the originally ticketed event date; and
• Any applicable seat category or pricing differences being settled prior to confirmation of the exchange.

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5. Non-Eligible Exchange Circumstances

Not Eligible

The following circumstances do not qualify for an exchange under any circumstances:

Situation	Reason Not Eligible
Change of mind after purchase	The electronic contract is binding once formed and performed under Electronic Transactions Act, No. 19 of 2006, Section 11.
Product incompatibility with your device or OS	System requirements are published pre-purchase. Compatibility verification is your responsibility.
Non-use of the purchased product	Delivery is complete regardless of whether the product is used.
Accidental or mistaken purchase by you	You are responsible for reviewing your order before completing checkout.
Preference for a different product after delivery	Post-purchase preference changes are not grounds for exchange.
Expired download link or access not accessed in time	Delivery is deemed complete when the link is dispatched, not when you access it.
Event Ticket for a different event (cross-event swap)	Tickets are event-specific and non-transferable.
Transfer of a license to another person or account	Digital Product licenses are personal and non-transferable under the Intellectual Property Act, No. 36 of 2003, Section 16(2) — transfer requires written authorization from AstoundingBI.
Request submitted after the applicable claim window	Claims submitted outside the stated time windows are not eligible for investigation or approval.
Products purchased under a promotional, discounted, or bundle offer	Promotional purchases are final unless expressly stated otherwise in the relevant promotional terms.

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6. License Transfer & Assignment Rules for Digital Products

Legal Notice

Under the Intellectual Property Act, No. 36 of 2003, Section 16(2), any assignment or transfer of an economic right in a copyright-protected work — including software and digital files — must be in writing, signed by both the assignor and the assignee. This means that a Digital Product license purchased by you is personal to you as the registered account holder and cannot be:

• Transferred to a different AstoundingBI account;
• Assigned to another person or entity;
• Re-sold, sub-licensed, or redistributed; or
• Used to access or activate the product on behalf of an unauthorized third party.

Under Section 53 of the same Act, in the absence of a contrary provision in the license contract, a licensee is not entitled to assign or transmit their rights under the license or grant sub-licenses to third parties. AstoundingBI's Digital Product licenses do not include such permission unless explicitly stated in the specific product's license agreement.

Any unauthorized transfer, assignment, or sharing of a Digital Product license may constitute:

• A breach of AstoundingBI's Terms & Conditions and this Exchanges Policy;
• An infringement of AstoundingBI's intellectual property rights under Intellectual Property Act, No. 36 of 2003, Part II; and/or
• An offence under the Computer Crime Act, No. 24 of 2007 if it involves the unauthorized sharing of access credentials or circumvention of digital access controls.

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7. How to Request an Exchange

Step-by-Step Process

To submit an exchange request, please follow the steps below. Incomplete submissions may not be processed.

7.1 Required Information in Your Exchange Request Email

Your exchange request email must include:

• Your full name as registered on your AstoundingBI account;
• Your registered email address;
• Your order number;
• Date of purchase;
• Name of the product or event for which you are requesting an exchange;
• The specific Eligible Exchange Reason from Section 4 that applies to your request;
• A detailed description of the issue or circumstance; and
• Supporting evidence — screenshots, error logs, screen recordings, or other documentation as applicable.

7.2 Response & Communication

AstoundingBI will communicate all exchange decisions exclusively via the registered email address associated with your account. Under the Electronic Transactions Act, No. 19 of 2006, Section 13, an electronic communication sent to your designated information system (i.e., your registered email inbox) is deemed received and acknowledged once it enters that system. You are responsible for monitoring your registered email address for correspondence related to your exchange request.

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8. Exchange Outcomes & Fulfillment

AstoundingBI's assessment of each exchange request is final, subject only to any rights you may have under mandatory applicable law. The following outcomes may apply depending on the nature and approval of the request:

Scenario	Eligible Outcome
Wrong product delivered	Like-for-like exchange — delivery of the correct product to your registered email / account within 3 business days of approval.
Materially defective product (unresolvable)	Like-for-like exchange — replacement with a corrected or updated version of the same product; or, at AstoundingBI's discretion, a store credit of equivalent value.
Duplicate purchase (system error confirmed)	Exchange of the duplicate license for a different product of equal value, subject to availability.
Product upgrade exchange (where programme is active)	Issuance of an upgraded license upon payment of the applicable price difference. Original license is voided upon upgrade issuance.
Event ticket session swap (same event)	Reissuance of an e-ticket for the alternative approved session. Original ticket is voided upon reissuance.
Request not eligible or not approved	Written notification of the decision with reasons provided to your registered email address within 5 business days.

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9. Exchanges & Payment Obligations

Unless an exchange involves a product of higher value than the original purchase (i.e., a product upgrade exchange under Section 4.4), no additional payment is required from the customer for an approved like-for-like exchange.

Where an approved exchange results in a product of lower value than the original purchase, the price difference will be issued as a store credit to your AstoundingBI account — not as a cash refund — unless required otherwise by applicable mandatory law.

Where an approved exchange results in a product of higher value (e.g., a product upgrade), the customer must pay the price difference before the exchange is fulfilled. Payment for upgrade differences is processed through the same payment methods available on the Website and is governed by the Payment and Settlement Systems Act, No. 28 of 2005. Once the upgrade payment is settled, the transaction is final and irrevocable under Section 24(1)(iii) of that Act.

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10. Fraudulent Exchange Requests

AstoundingBI maintains comprehensive electronic records of all transactions, including delivery timestamps, download logs, license activation records, account access history, and IP addresses. Under the Electronic Transactions Act, No. 19 of 2006, Section 21(2), such electronic records are admissible as evidence in legal proceedings and are presumed accurate unless proven otherwise.

Any attempt to obtain an exchange through false, misleading, or fraudulent representations — including falsely claiming a product was not delivered, misrepresenting a defect, or submitting fabricated evidence — may constitute:

• A criminal offence under the Computer Crime Act, No. 24 of 2007, Section 5 (unauthorized modification or damage to computer systems or data) and/or Section 7 (dealing with data unlawfully obtained from a computer);
• Fraud under the Payment Devices Frauds Act, No. 30 of 2006, Section 3(r) — obtaining money or goods through a payment device with intent to defraud, punishable by up to ten years' imprisonment and/or a fine of up to Sri Lanka Rupees 500,000; and/or
• An infringement of AstoundingBI's intellectual property rights and a breach of contract, giving rise to civil liability under the Intellectual Property Act, No. 36 of 2003, Section 22.

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11. Relationship to Returns & Refunds Policy

This Exchanges Policy operates alongside and is subordinate to AstoundingBI's Returns & Refunds Policy. Where a remedy sought by a customer involves a refund (cash or payment reversal) rather than a product exchange, the Returns & Refunds Policy governs and takes precedence.

The existence of this Exchanges Policy does not create or imply any entitlement to a refund, cash credit, or payment reversal. An exchange is a distinct remedy involving the replacement of a product — it is not a financial remedy and does not constitute a reversal of the original transaction.

Where a customer requests an exchange but AstoundingBI determines that an exchange is not available or appropriate, AstoundingBI may, at its sole discretion, consider whether any alternative remedy (such as a store credit) is warranted under the Returns & Refunds Policy. No such consideration creates a legal obligation to offer any remedy beyond what is expressly provided in these policies.

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12. Statutory Rights

Nothing in this Policy limits or excludes any rights you may have under mandatory applicable consumer protection laws in your jurisdiction that cannot be excluded or waived by private agreement. If you believe you have a statutory entitlement to a remedy that is not addressed by this Policy, please contact us at [email protected] with the details of your claim and the specific law you are relying upon.

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13. Policy Amendments

AstoundingBI reserves the right to amend, update, or replace this Exchanges Policy at any time. Any amendments will be effective from the date they are published on the Website. Under the Electronic Transactions Act, No. 19 of 2006, Section 3, a published electronic document carries full legal recognition and effect. Your continued use of the Website following any amendment constitutes your acceptance of the updated Policy.

Where an amendment materially affects an existing exchange request that is already under review at the time of the amendment, the version of this Policy in force at the time the request was submitted will govern that specific request.

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14. Governing Law & Jurisdiction

This Policy is governed by and construed in accordance with the laws of the Democratic Socialist Republic of Sri Lanka. Any dispute arising from or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of Sri Lanka.

Electronic records maintained by AstoundingBI in connection with any exchange request or transaction — including delivery logs, access records, email communications, and payment records — are admissible as evidence in any Sri Lankan court proceeding under the Electronic Transactions Act, No. 19 of 2006, Section 21.

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15. Contact Us

For all exchange-related enquiries, please contact AstoundingBI at: