Last updated: June 1, 2025 | Effective: June 1, 2025
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.
Summary: Monthly subscriptions can be cancelled anytime with effect at the end of the billing period. Annual subscriptions are eligible for pro-rated refunds within 30 days of purchase under qualifying conditions.
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.
- Billing Email: billing@kynex.in
- Support: support@kynex.in
- Phone: +91 88888 88888 (Mon–Fri, 9 AM–6 PM IST)