Refund & Cancellation Policy

1. Overview

This Refund and Cancellation Policy governs all subscription services, professional services, and one-time purchases provided by Kynex Technologies India Private Limited. We aim to be transparent and fair in our billing practices.

2. Subscription Plans

Kynex offers subscription services on the following billing cycles:

• Monthly Plans: Billed every 30 days in advance. Access provided immediately upon payment.
• Annual Plans: Billed once per year in advance. Annual plans receive a discounted rate and include additional benefits.
• Custom Enterprise Plans: Billed as per the signed service agreement.

All subscriptions auto-renew at the end of each billing period unless cancelled before the renewal date.

3. Cancellation Policy

Monthly Subscriptions:

• You may cancel your monthly subscription at any time.
• Cancellation takes effect at the end of the current billing period.
• You will continue to have full access to the service until the end of the paid period.
• No partial refunds are issued for unused days in a monthly subscription.

Annual Subscriptions:

• Cancellation requests must be submitted in writing to billing@kynex.in.
• Cancellations within 30 days of the annual renewal date may be eligible for a pro-rated refund (see Section 4).
• Cancellations after 30 days will take effect at the end of the annual period with no refund.

How to Cancel: Submit your cancellation request via email to billing@kynex.in with your account ID and reason for cancellation. Cancellations requested verbally or through chat will not be processed.

4. Refund Eligibility

Refunds are considered under the following conditions:

• Service Outage Refund: If Kynex fails to meet the contractual SLA uptime (99.9%) in a given month, a pro-rated service credit will be applied to the next invoice — not a cash refund.
• Annual Plan Early Cancellation (within 30 days): A pro-rated refund for unused months may be issued, minus a 10% early termination fee and any applicable setup costs.
• Duplicate Payment: If you are charged twice for the same invoice due to a system error, the duplicate charge will be refunded within 7 business days.
• Technical Non-Delivery: If a purchased feature or service is not delivered within the agreed timeline due to Kynex's fault, a full or partial refund may be considered at Kynex's discretion.

5. Non-Refundable Items

• Monthly subscription fees once the billing period has commenced
• One-time setup and onboarding fees
• Professional services, consulting, and training fees
• Hardware purchases (if any)
• BBPS registration and compliance fees (as these are paid to NPCI on your behalf)
• Customization and development fees

6. Refund Process

• Submit refund requests to billing@kynex.in with your account details, invoice number, and reason.
• Kynex will acknowledge your request within 2 business days.
• Approved refunds will be processed within 7–14 business days.
• Refunds are issued to the original payment method (bank account/UPI for NEFT/UPI payments, original card for card payments).
• GST refunds will be processed in accordance with applicable GST regulations.

7. Billing Disputes

If you believe you have been incorrectly charged:

• Raise the dispute within 10 business days of receiving the invoice.
• Email billing@kynex.in with the invoice number and description of the discrepancy.
• Disputed amounts will be placed on hold while the dispute is investigated.
• Resolution will be communicated within 15 business days.

8. Setup & Onboarding Fees

One-time setup fees cover the cost of technical onboarding, server configuration, data migration, training, and go-live support. These fees are non-refundable once onboarding has commenced, regardless of subscription status.

9. Contact for Billing

• Billing Email: billing@kynex.in
• Support: support@kynex.in
• Phone: +91 88888 88888 (Mon–Fri, 9 AM–6 PM IST)