Refund & Cancellation Policy
- This Refund & Cancellation Policy is reviewed periodically and complies with international certification norms, IAS accreditation expectations, and TNV's internal compliance framework.
TNV System Certification Pvt. Ltd. (TNV) is dedicated to delivering transparent, reliable, and fair certification services to its clients worldwide. This Refund & Cancellation Policy defines the framework through which refund requests and application cancellations are managed. It ensures consistency, accountability, and alignment with industry best practices, international accreditation standards, and TNV’s internal operating procedures.
1. Policy Objectives
TNV System Certification Pvt. Ltd. (TNV) has established this Refund & Cancellation Policy to ensure that clients have a clear understanding of the conditions under which refunds or cancellations may be requested. The objective is to maintain transparency, uphold client trust, prevent unnecessary disputes, and align with the organization's commitment to service integrity. The policy serves as a structured guide for processing requests, protecting the interests of all parties involved while ensuring compliance with IAS accreditation requirements and ISO 17021 guidelines.
2. General Principles
TNV's approach to refunds and cancellations is governed by principles of fairness, contractual clarity, and procedural accountability. This policy applies specifically to certification services, including surveillance and recertification audits. Clients are required to enter into a binding agreement that outlines the scope of services and associated financial obligations. All refund-related decisions are made only after formal review by the compliance department. Written communication is mandatory for any cancellation or refund request, and timelines defined in the contractual agreement must be respected.
1. Refund and cancellation provisions apply only to certification, surveillance, and recertification services.
2. All clients must sign a valid agreement before audit initiation, outlining financial terms, audit scope, and cancellation policy.
3. Refund requests are evaluated on a case-by-case basis and require written approval from TNV’s senior compliance team.
4. Requests will be accepted only if they are submitted in writing within the relevant period as defined in the contract.3. Cancellation Policy
Clients may initiate cancellation of their certification application at any stage of the process. Refund eligibility will vary based on the certification progress stage:
3.1. Pre-Audit Stage: If cancellation is requested before audit planning begins (including team allocation)
3.2. Partial refund: is issued after deducting non-recoverable admin fees.
3.3 Audit Planning Stage: If scheduling, documentation, or auditor coordination has begun proportional refund may apply for services not yet consumed.
3.4. Audit Execution Stage: Once either Stage 1 or Stage 2 audit is initiated or conducted, no refund will be processed.
3.5. Post-Certification Stage: If certification has already been granted, no refund is allowed regardless of client withdrawal.4. Refund Eligibility and Timelines
A refund request is initiated when a client submits a formal application to withdraw from the certification process. Upon receipt of the request, TNV evaluates the stage at which the service stands. If the request is made before audit resource deployment or administrative processing, clients may be eligible for a partial refund. TNV processes approved refunds within 15 business days. Refunds are made using the original mode of payment unless otherwise specified and agreed. However, certain components of the fee—such as government taxes, administrative overheads, and processing fees—are not subject to refund.
5. Non-Refundable Scenarios
There are specific cases where TNV cannot issue refunds. These include cancellations made after audit team assignment or once travel has been booked. Refunds are also not granted when delays, rescheduling without notice, or non-submission of required documentation come from the client side. Dissatisfaction with audit results, failure to comply with ISO standards, or situations where a certificate has already been generated or uploaded to public directories also fall under non-refundable scenarios. Refunds are strictly not provided under the following circumstances:
1.Cancellation post allocation of auditor/travel booking
2.Failure to provide required documents after repeated reminders
3.Client delays or no-show on the agreed audit date
4.Unwillingness to comply with ISO standard requirements
5.Certificate already issued or uploaded to public directory (e.g., IAF CertSearch)6. Scope Adjustment, Rescheduling, and Transfer
TNV recognizes that clients may occasionally need to modify the scope of certification or change audit schedules. In such cases, if a scope reduction is requested, there is no guarantee of a proportional refund. Conversely, an increase in scope may lead to additional charges and a revised service agreement. Audit rescheduling is permitted once with a notice period of at least seven working days. Any subsequent change will incur administrative charges. For clients transferring certification from another certification body, TNV applies this refund policy only if internal processes have not yet begun.
7. Force Majeure Clause
In the event of circumstances beyond the control of TNV or the client, such as natural disasters, civil unrest, legal restrictions, or digital infrastructure failure, refunds are not issued. These events, categorized under force majeure, affect service deliverability and fall outside TNV’s liability. TNV endeavors to reschedule services or provide appropriate alternatives in such cases but is not obligated to offer monetary refunds. Refunds are not processed in events classified under force majeure, including:
1.Natural calamities: flood, earthquake, epidemic, pandemic
2.Political unrest, law changes, or international sanctions
3.Major IT outages or cyber breaches beyond TNV’s control8. Client Responsibilities
Clients engaging with TNV must review this refund policy before signing a certification contract. They are responsible for timely communication regarding any scope changes or service adjustments and must provide all required documentation in a prompt manner. Responsiveness to auditor communication is essential. Misuse or misinterpretation of this policy may lead to loss of refund rights or administrative penalties. TNV expects clients to adhere to professional conduct and maintain transparency throughout the certification process.
9. Dispute Resolution
If a client believes a refund decision is unjustified, they have the right to escalate the issue by submitting a written appeal to TNV’s Grievance Redressal Committee. The appeal must be filed within ten working days of the refund denial notice. TNV guarantees an impartial review of all cases. The committee will provide a final written decision within 15 working days of appeal submission. This process ensures fairness and reinforces TNV’s commitment to ethical governance. Clients have the right to appeal against any refund-related decision:1. Appeals must be submitted in writing to the Grievance Redressal Committee
2. Appeal must be submitted within 10 working days of refund rejection
3. A final impartial review will be conducted and closed within 15 working days.This policy is governed by TNV’s Quality Assurance Division and is subject to review and amendment at TNV’s discretion based on:
1. Changes in accreditation or legal requirements
2. Feedback received from clients, auditors, and regulators
3. Periodic internal policy audits and best practices review11. Contact for Refund or Cancellation Queries
To raise a refund-related query or to submit a cancellation request, please contact:
Email: info@tnvgroup.org
Phone: +91-9415037680
Website: www.tnvgroup.orgThis Refund & Cancellation Policy is reviewed periodically and complies with international certification norms, IAS accreditation expectations, and TNV's internal compliance framework.
