Returns & Refunds Policy

1. Introduction & Scope

This Returns & Refunds Policy ("Policy") governs all purchases made through www.astoundingbi.com (the "Website"), including Digital Products (software, downloads, license keys, and digital files) and Event Tickets (including pre-orders and reservations for events such as the Kandy Esala Perahera 2026 and other listed events).

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

2. Definitions

3. General Policy — All Sales Are Final

Under the Electronic Transactions Act, No. 19 of 2006, Section 11, contracts formed electronically are legally valid and enforceable. Your completed checkout and payment constitutes an electronic contract that is binding on both parties. Under Section 14 of the same Act, delivery of a digital communication (including a download link, license key, or access credential) is deemed to have occurred at the time it enters the information system designated by the addressee (i.e., your registered email inbox or account dashboard).

Once delivery is deemed complete under these provisions, the transaction is considered fulfilled. AstoundingBI's "all sales final" policy applies from this point forward.

4. Digital Products & Software

4.1 When Delivery Is Considered Complete

For all Digital Products, delivery and access are considered legally complete at the earliest of the following events:

• The moment a download link or license key is dispatched to your registered email address (deemed delivered per Electronic Transactions Act, No. 19 of 2006, Section 14(2)(a)(i));
• The moment the product becomes accessible through your AstoundingBI account dashboard;
• The moment a software license is activated or first used; or
• The moment a download is initiated, regardless of whether it is completed.

4.2 Non-Refundable Grounds — Digital Products

No refund will be issued for Digital Products on any of the following grounds:

• Non-use: You purchased a product but have not used or accessed it.
• Change of mind: You no longer require or want the product after purchase.
• Incompatibility: The product is incompatible with your device, operating system, software environment, or hardware configuration. It is your sole responsibility to verify system requirements and compatibility before completing any purchase.
• Expired download link: You failed to download the product within the provided link validity period.
• Accidental purchase: A purchase made in error by you or any person with access to your account.
• Dissatisfaction with features: The product functions as described but does not meet your personal expectations.
• Pricing disputes: A perceived change in price after your purchase was completed.

4.3 Defective or Non-Functional Digital Products

If a Digital Product you have purchased is materially defective — meaning the product is fundamentally unable to perform its core described function through no fault of your device or environment — you may submit a claim within 7 calendar days of the date of delivery by contacting [email protected].

Your claim must include:

• Your order number and registered email address;
• A detailed written description of the defect;
• Screenshots, screen recordings, or error logs demonstrating the issue; and
• Confirmation of your device specifications and operating environment.

AstoundingBI will investigate and respond within 5 business days. Where a genuine material defect is confirmed and cannot be remedied by an updated version or patch, AstoundingBI may, at its sole discretion, offer:

• A replacement or corrected version of the product; or
• A store credit of equivalent value; or
• In exceptional circumstances, a full or partial refund.

AstoundingBI's determination on defect claims shall be final, subject only to any rights you may have under mandatory applicable law.

5. Event Tickets & Pre-Orders

5.1 General Rule

All Event Ticket purchases and pre-orders — including those for the Kandy Esala Perahera 2026 and any other event listed on the Website — are strictly non-refundable and non-transferable once payment is confirmed. This applies regardless of:

• Whether you are able to attend the event;
• Changes to your personal schedule or travel arrangements;
• Changes to the event date, time, or venue that do not constitute a full cancellation by the event organizer; or
• Any other personal circumstance.

5.2 Pre-Orders

If you have placed a pre-order for an event ticket, you acknowledge that:

• Estimated delivery dates and event dates are subject to change at the discretion of the event organizer;
• Changes to estimated dates do not entitle you to a refund or cancellation; and
• Your pre-order remains binding and non-refundable from the moment payment is confirmed.

5.3 Event Cancellation or Postponement by Organizer

In the event that an event is cancelled in full by the official event organizer (not merely postponed or rescheduled):

• AstoundingBI will assess each case in accordance with the applicable Event-Specific Ticket Terms & Conditions;
• Any remedy offered — including a refund, credit, or exchange — is entirely at AstoundingBI's sole discretion, subject to amounts recoverable by AstoundingBI from the event organizer; and
• AstoundingBI is not liable for losses arising from cancellations or postponements caused by third-party event organizers, government directives, force majeure events, or circumstances beyond AstoundingBI's control.

5.4 Lost, Stolen, or Damaged Tickets

If your event ticket is lost, stolen, or becomes inaccessible:

• You must report this to AstoundingBI immediately at [email protected] with your order number and registered email address;
• AstoundingBI will make reasonable efforts to reissue your ticket to your registered email or account, subject to verification of identity and purchase;
• AstoundingBI cannot guarantee replacement of tickets lost due to your own negligence (e.g., accessing your ticket on a compromised device or sharing your ticket code with third parties); and
• No refund will be issued in lieu of a replacement where a ticket has been lost or stolen.

6. Billing Errors & Duplicate Charges

Payment transactions on the AstoundingBI Website are processed through regulated payment systems governed by the Payment and Settlement Systems Act, No. 28 of 2005. Under this Act, settled payment obligations are legally binding and final once cleared.

If you believe you have been charged more than once for the same order, or that a billing error has occurred, you must:

• Contact AstoundingBI at [email protected] within 14 calendar days of the transaction date;
• Include your order number, registered email address, transaction date(s), and a description of the suspected error; and
• Attach any supporting documentation (e.g., bank statements, payment receipts) where available.

AstoundingBI will investigate and respond within 2 business days. Where a verified billing error is confirmed on our end, we will issue a correction or credit at our discretion. Claims submitted after 14 calendar days from the transaction date may not be eligible for investigation.

7. Chargebacks & Payment Disputes

7.1 Contact Us First

AstoundingBI strongly encourages you to contact us directly at [email protected] before initiating any chargeback or payment dispute with your bank or card issuer. The vast majority of billing concerns can be resolved quickly and amicably through direct communication.

7.2 Consequences of an Unauthorized or Premature Chargeback

If you initiate a chargeback or payment dispute with your bank or payment provider without first contacting AstoundingBI and allowing a reasonable opportunity (at minimum 5 business days) to investigate and respond, AstoundingBI reserves the right to take any or all of the following actions:

• Immediate suspension or permanent termination of your AstoundingBI account;
• Revocation of access to all Digital Products associated with your account, without refund;
• Voiding of all Event Tickets associated with the disputed transaction, rendering them invalid for entry; and/or
• Reporting the activity to relevant fraud-prevention services, payment networks, or regulatory bodies where the chargeback is deemed to constitute misuse of payment dispute processes under the Payment Devices Frauds Act, No. 30 of 2006.

7.3 Legal Position on Chargebacks

Under the Payment and Settlement Systems Act, No. 28 of 2005, Section 24, settlement of a payment obligation through a designated payment system is final and irrevocable once processed. Filing a chargeback after a legitimate, fulfilled transaction may constitute misrepresentation to a financial institution.

Furthermore, 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 constitutes a criminal offence in Sri Lanka, punishable by imprisonment of up to ten years and/or a fine of up to Sri Lanka Rupees 500,000. AstoundingBI reserves all rights to pursue legal remedies where fraudulent chargeback activity is identified.

8. Statutory Rights & Mandatory Consumer Protections

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 are a consumer in Sri Lanka or another jurisdiction and you believe you are entitled to a statutory remedy that overrides the terms of this Policy, please contact us at [email protected] with full details of your claim, including:

• Your order number and transaction date;
• The specific statutory right or law you are relying on; and
• A description of the remedy you are seeking.

AstoundingBI will assess all such claims in good faith and in compliance with applicable law. AstoundingBI will not use this Policy to override any statutory consumer right that cannot lawfully be excluded.

9. Cancellation Before Delivery

Given the instant or near-instant nature of digital delivery, cancellation requests are not guaranteed and are subject to the following conditions:

10. Refund Processing

Where AstoundingBI has confirmed that a refund is applicable — whether for a verified billing error, a confirmed material product defect, or a mandatory statutory remedy — the following processing timelines and methods apply:

Refunds are processed in the original transaction currency. AstoundingBI is not responsible for any exchange rate differences, bank processing delays, or fees charged by your financial institution in connection with a refund. Payment clearing and settlement timelines are governed by the Payment and Settlement Systems Act, No. 28 of 2005 and the policies of the relevant payment network.

11. Record Retention & Evidence

AstoundingBI maintains comprehensive electronic transaction records in accordance with the Financial Transactions Reporting Act, No. 6 of 2006 and the Electronic Transactions Act, No. 19 of 2006. These records include:

• Order confirmation and payment settlement data;
• Delivery timestamps (email dispatch logs, download initiation records, license activation logs);
• Account access logs, IP addresses, and device identifiers;
• Customer communications relating to the transaction; and
• Any acknowledgements of receipt generated by your email system or account.

Under the Electronic Transactions Act, No. 19 of 2006, Section 21(3), courts shall presume the truth of information contained in electronic records unless the contrary is proved. These records may be used as evidence in any dispute, chargeback proceeding, or legal action.

12. Limitation of Liability

To the maximum extent permitted by applicable law, AstoundingBI's total liability to you in connection with any refund claim or billing dispute shall not exceed the actual amount paid by you for the specific order in question. AstoundingBI shall not be liable for:

• Indirect, incidental, consequential, or special losses;
• Loss of profits, data, business opportunity, or goodwill;
• Losses arising from your failure to verify compatibility before purchase;
• Losses caused by third-party event organizer decisions (cancellation, postponement, format changes); or
• Losses arising from your failure to notify AstoundingBI of a billing concern within the timeframes specified in this Policy.

13. Governing Law & Dispute Resolution

This Policy and all transactions conducted through the Website are governed by the laws of the Democratic Socialist Republic of Sri Lanka.

Any dispute arising out of or relating to a refund claim, billing error, or chargeback that cannot be resolved through direct communication shall be subject to the exclusive jurisdiction of the competent courts of Sri Lanka.

Before commencing any legal proceedings, both parties agree to make a good-faith effort to resolve the dispute through direct negotiation, with a minimum notice period of 30 calendar days given to AstoundingBI to respond and resolve the matter.

14. Policy Amendments

AstoundingBI reserves the right to amend this Policy at any time. Any changes will be published on this page with an updated "Last Updated" date. Your continued use of the Website and/or purchase of products after such changes constitutes acceptance of the revised Policy.

For purchases made prior to a Policy update, the version of the Policy in effect at the time of your purchase shall apply to that transaction.

15. Contact Information

For all refund requests, billing queries, chargeback concerns, or statutory remedy claims, please contact us using the details below. We aim to respond to all enquiries within 2 business days.

© 2026 Astoun Ding Bi (Pvt) Ltd. All rights reserved. This Returns & Refunds Policy was last reviewed on March 3, 2026 and complies with the laws of the Democratic Socialist Republic of Sri Lanka.