Refund Policy

1. Protocol Cancellation Window

You may cancel a Protocol (Order) for a full refund within 6 hours of initiation, provided our logistics team has not yet dispatched a courier (Signal Sent status). Once a courier is en route, the "Logistics Fee" is non-refundable.

2. Recipient Refusal

If the Recipient (The Target) explicitly refuses to verify their details or rejects the delivery:

• Logistics Service: If the logistics cycle (Pickup) has commenced, the delivery fees are non-refundable.
• Item Return (Giver-Owned): If the package contains your own item, we will arrange a return delivery to you. Reverse shipping charges will apply. We do not refund the value of items owned by you.
• Item Refund (Store-Bought): If SilentSurprise purchased the item on your behalf, refunds are subject to the vendor's return policy and a restocking fee.

3. Failed Delivery

If delivery fails due to an incorrect address provided by the verified Recipient, we will attempt re-delivery once at no cost. Subsequent attempts may incur a surcharge. If the error lies with our courier, a full refund or free re-execution is guaranteed.

4. Damaged Goods

Items damaged during transit under the "Hand-Over Protocol" are covered up to the declared value (insurance limit selected at checkout). Claims must be filed within 48 hours of delivery confirmation.

5. Contacting Support

For any billing disputes or cancellation requests, please initiate a ticket via your Account Dashboard or email silentsurprise.in@gmail.com with your Protocol ID.