1. Founder Reserve deposit and deadline
The Founder Reserve plan costs ₹9,599 in total: a ₹999 reservation payment now and ₹8,600 after launch, before dispatch. We will email a secure payment link and confirm the balance deadline. No fixed calendar deadline is currently announced. We will not forfeit a reservation before a payment deadline has been communicated to the customer. If the complete balance is not received by that deadline, the deposit may be forfeited and the unit released. The deposit is not refundable for change of mind or a missed communicated balance deadline, subject to rights that cannot legally be excluded.
Dispatch is currently estimated for October–November 2026 and may change as production progresses. We will email customers if that estimate changes. If a revised dispatch estimate does not work for you, contact support to discuss your order under the cancellation terms below. If Presence Labs cancels the order or cannot supply the unit, all amounts collected for that order, including the deposit, will be refunded. A payment captured after a unit has been validly released will be reviewed and refunded where we cannot safely restore that allocation.
2. No change-of-mind returns
Sudo is produced in limited quantities. We do not accept voluntary returns, exchanges, or refunds because you changed your mind, no longer want the product, ordered the wrong product, or no longer have a use for it. Please review the selected plan, product information, delivery estimate, and order details carefully before paying.
3. Cancellation before dispatch
You may request cancellation before dispatch by emailing support@presencelabs.in with your order number and a clear reason. Cancellation is not automatic and requires our written approval, taking into account production commitments, allocation of limited units, payment status, and whether packing or dispatch has begun. Approval does not create a change-of-mind refund right for a Founder deposit.
Once an order has been dispatched, it cannot be cancelled. Refusing delivery does not create a right to a refund and may result in actual return or re-dispatch costs being deducted or charged, to the extent permitted by law.
4. Incorrect, missing, damaged, or defective delivery
Contact us within 48 hours of delivery if the product is incorrect, materially incomplete, visibly damaged, damaged in transit, or defective on arrival. Keep the product and all original packaging until we complete our review.
Your claim should include:
- your order number and the email used for the order;
- a clear explanation of the problem;
- clear photographs and, where useful, an unedited video showing the product, packaging, shipping label, serial number, and issue; and
- any reasonable troubleshooting information requested by support.
Failure to report delivery-related damage or discrepancies within 48 hours may affect our ability to verify the claim with the carrier. This reporting period does not remove a six-month manufacturing warranty claim for a defect that could not reasonably have been identified at delivery, or any right that cannot legally be limited.
5. Six-month limited warranty
Sudo is covered by a six-month limited warranty from the date of delivery for manufacturing defects under normal and intended use. The warranty excludes accidental or liquid damage, misuse, neglect, normal wear, cosmetic damage, unsuitable power supplies, unauthorized repair or modification, and problems caused by third-party hardware, software, APIs, networks, or services.
Proof of purchase, serial number, photographs, video, diagnostic information, and reasonable troubleshooting may be required. For an approved warranty claim, we will bear reasonable authorized shipping costs. Do not ship a product to us until support provides written return instructions.
6. Available remedies
After inspecting an eligible claim, Presence Labs may, at its discretion and subject to applicable law, repair the product, replace it with the same or an equivalent product, or refund the eligible amount to the original payment method. The selected remedy may depend on the issue, repairability, replacement availability, and legal requirements.
Products returned without authorization, without reasonable evidence, or with damage outside this policy may be rejected and returned at the customer’s cost.
7. If we cannot fulfil your order
If we cancel an accepted order or determine that we cannot supply it, you will receive a full refund of every amount collected for that order. This includes cases where production is discontinued or stock cannot be allocated. We will notify you using the contact information associated with the order.
8. Approved refunds
Approved refunds are initiated to the original payment method through Razorpay or the payment provider used for the transaction. We generally initiate the refund within 7–10 working days after approval. Your bank or payment provider may require additional time to display it.
Original shipping, return shipping, handling, convenience charges, or duties actually incurred are non-refundable unless the refund results from our inability to fulfil the order, the amount is included in an approved remedy, or applicable law requires otherwise. Standard initial shipping within India is currently offered free of charge.
9. Payment failures, partial refunds, and duplicate charges
A failed payment may be automatically reversed by Razorpay or your bank. Partial refunds and refunds of one stage of a Reserve plan do not by themselves mean that every amount collected for the order has been refunded. We reconcile each provider transaction before treating an order as fully refunded. If you believe you were charged more than once, contact us with the transaction reference and order details so we can verify and reverse any confirmed duplicate collection.
10. Statutory rights
This policy does not exclude rights or remedies that cannot be excluded under applicable Indian consumer law. Our no-return rule applies to voluntary change-of-mind requests and does not eliminate remedies for goods that are defective, incorrectly supplied, materially misdescribed, or not supplied.
11. How to make a request
Email support@presencelabs.in with the subject “Cancellation Request”, “Delivery Issue”, or “Warranty Claim”, as appropriate. Include your order number and the supporting information described above.