1) Scope of this Policy
This policy applies to services and deliverables offered by Naysa Infotech India Pvt. Ltd., including SaaS subscriptions, platform licensing, API plans, implementation/onboarding services, add-on modules, white-label partnerships, and custom development.
For enterprise procurement, refund/termination clauses are typically finalized in the executed contract. This page provides baseline, transparent rules for consistent governance.
2) Subscription Plans
- • Cancel before the next billing cycle to avoid renewal.
- • No partial-month refunds after billing.
- • Access continues until the end of the paid cycle.
- • Typically non-refundable after activation/provisioning.
- • Pro-rated refund may apply only if service not provisioned and onboarding not initiated.
- • Processing/admin deductions may apply where permitted.
- • Governed strictly by executed MSA/SLA/SOW.
- • Notice period may apply (e.g., 30–90 days).
- • Early termination fees may apply as per contract.
Subscription fees may be treated as deferred revenue and allocated across the service period, consistent with enterprise SaaS accounting and audit practices.
3) Service Credits (in lieu of refunds)
Where applicable, SLA-linked performance issues are generally addressed via service credits rather than cash refunds, unless an executed agreement states otherwise.
- • Triggered by SLA breach/downtime thresholds (as defined in contract).
- • Applied as adjustment in the next invoice cycle.
- • Non-transferable; no cash conversion by default.
- • Credits may be capped (e.g., % of monthly fees), per SLA.
- • Credits do not cover consequential losses or third-party penalties.
- • Exceptions require written approval and contract reference.
4) Implementation & Onboarding Fees
Implementation/onboarding fees cover resource allocation, project planning, environment provisioning, and configuration work.
- • Non-refundable after kickoff meeting, sandbox deployment, or resource allocation.
- • Partial refund may be considered only if cancellation occurs before kickoff and provisioning.
- • Integrations, third-party connectors, and custom reports are billed separately unless included in SOW.
5) Custom Development (Milestone Based)
Custom development work (features, integrations, bespoke workflows, data pipelines, migrations) is billed against milestones as per the Statement of Work (SOW).
- • Completed milestones are non-refundable.
- • Refund, if any, applies only to unexecuted milestones.
- • Acceptance criteria and sign-offs follow SOW.
- • IP and usage rights governed by executed agreement.
- • Reusable platform components remain platform IP unless agreed.
- • Client-specific deliverables follow SOW terms.
6) White-Label & Partner Program
White-label/partner engagements often involve branding, domain mapping, tenant provisioning, security controls, and operational governance.
- • Setup and infrastructure provisioning charges are non-refundable once provisioned.
- • Branding/domain setup is non-refundable after execution.
- • Exit procedure follows contract notice period.
- • Data migration/export assistance is billed separately.
- • Misuse, fraud, or policy breach may trigger immediate termination without refund.
- • Reporting to authorities may apply where required by law.
7) Module-Specific Rules (Examples)
Module provisioning and compliance requirements can vary. The below examples are indicative and may be superseded by contract terms.
- • Agency setups, accounting mappings, and integrations are non-refundable after execution.
- • Data import/migration billed separately unless included.
- • Workflow configuration and compliance reports non-refundable post-deployment.
- • Third-party API costs (if any) are pass-through.
- • Compliance features may require retention of logs and records.
- • Regulatory directives may affect service availability without refund obligation.
- • Bank/partner dependencies can impact provisioning timelines.
- • Service credits may apply per SLA; chargebacks may trigger suspension.
8) Billing, Auto-Renewal & Payment Failures
- • Plans may auto-renew unless written cancellation is received before renewal date.
- • Renewal reminders may be issued as per your plan/contract.
- • GST invoices may be generated automatically for paid renewals.
- • A grace period may apply for payment failures.
- • Service may be suspended after the grace period.
- • Reactivation charges may apply where applicable.
9) Chargeback Protection
Unauthorized payment chargebacks may be treated as breach of contract and can trigger immediate suspension while the matter is reviewed.
- • Access may be suspended during chargeback investigation.
- • If the chargeback is found unauthorized or abusive, recovery costs may be payable by the customer.
- • Enterprises should route billing disputes via the escalation matrix in this policy.
10) Data Retention, Export & Exit
A standard export window (e.g., 30 days) may apply post-cancellation, subject to contract.
Exports may be provided in CSV/JSON/SQL formats. Custom formats and migration support may be billable.
Audit logs and certain records may be retained to meet statutory, tax, or regulatory requirements.
Even after account closure, logs required for compliance or dispute resolution may be preserved, consistent with applicable law and contractual obligations.
11) Regulatory Override
If regulatory directives, government orders, or third-party partner constraints (banks, payment networks, regulated intermediaries) require suspension or changes to service delivery, refund obligations do not arise unless explicitly stated in writing in the executed agreement.
- • Regulatory policy changes are not grounds for cash refunds by default.
- • Service credits may apply if your SLA defines thresholds and remedies.
- • Compliance-first response and documentation will be maintained for audits.
12) Limitation of Liability
To the extent permitted by applicable law, total liability is limited and excludes indirect and consequential damages. Specific caps may be defined in your contract.
Liability may be capped to fees paid in the last 3–6 months (or as defined in MSA/SLA).
No liability for indirect loss, loss of profits, consequential damages, or third-party penalties beyond contract terms.
13) Refund Review & Processing Timeline
7–14 working days (subject to documentation and contract checks).
15–30 days after approval, via original payment method.
Adjustments follow invoice structure and applicable tax rules.
- • Invoice number / subscription ID / contract reference
- • Billing contact details
- • Reason for cancellation and relevant documentation
- • Any supporting SLA incident references (if applicable)
14) Escalation, Disputes & Jurisdiction
- Support / Helpdesk
- Billing Department
- Compliance / Governance Review
- Arbitration (if defined in contract)
- • Governing law: India
- • Jurisdiction: Delhi courts (unless contract states otherwise)
- • Enterprise arbitration may apply as per MSA/SLA
15) Corporate Entity Clarification
This policy applies exclusively to services contracted with Naysa Infotech India Pvt. Ltd. and does not extend to any other group entity unless expressly stated in writing.
16) Amendments & Version Control
We may update this policy periodically. Continued use of the services after updates may be treated as acceptance, unless your executed agreement specifies otherwise. Archived versions may be maintained for governance.
Enterprise customers may negotiate refund/termination clauses via executed MSAs and SOWs. Such executed documents override website terms.
FAQs
Quick answers for procurement and billing teams.
Contact & Billing Requests
To request cancellation, raise a refund review, or inquire about service credits, email our billing/support teams with your contract/invoice references.
Invoice/Subscription ID, contract reference, and billing contact details.
This framework supports predictable SaaS revenue governance, procurement clarity, and compliance-aligned operations.
This policy is provided for general transparency and does not constitute legal advice. Specific rights and obligations depend on executed agreements and applicable law. Where there is a conflict, the executed contract prevails.