Refund & Cancellation Policy

1. Scope and Applicable Law

This Refund & Cancellation Policy applies to all Subscription payments made to Squadkin Technologies Pvt Ltd for access to the myKutir platform. It is published in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and applicable Reserve Bank of India (RBI) guidelines on digital payments and merchant refunds.

All payments are processed in Indian Rupees (INR) through Razorpay (a PCI-DSS compliant payment aggregator authorised by RBI). We do not store card numbers, CVVs, or net banking credentials — all sensitive payment data is handled directly by Razorpay.

2. Subscription Plans

myKutir offers the following subscription types to residential societies:

Free Trial: Time-limited access with no payment required. No refund is applicable as no charge is made.
Monthly Subscription: Billed monthly in advance. Access runs until the end of the current calendar month.
Annual Subscription: Billed annually in advance. Access runs for 12 months from the billing date.
Custom / Enterprise Plans: Governed by a separate written agreement; refund terms in that agreement apply.

3. General Non-Refund Policy

Subscription fees are non-refundable once the billing period has commenced and access to the Platform has been provided. This is consistent with standard SaaS (Software-as-a-Service) industry practice and the Consumer Protection (E-Commerce) Rules, 2020 provisions for digital subscription services. Specifically:

Monthly subscriptions: no refund for the current month once payment is processed and access is activated.
Annual subscriptions: no pro-rata refund for unused months if you cancel mid-year.
Add-on features or premium modules purchased within the Platform.
Setup, onboarding assistance, or professional services fees (if any) once delivered.

4. Eligible Refund Scenarios

Notwithstanding the general non-refund policy, we will process a full refund in the following circumstances:

Duplicate / Double Charge

You were charged more than once for the same billing period due to a technical error (e.g., double click, gateway timeout causing a retry). You must raise the claim within 7 days of the duplicate charge, with both Razorpay payment IDs.

Account Not Activated

Payment was successfully processed but your Society account was not activated within 48 hours and you were unable to access the Platform. Claim must be raised within 7 days of payment.

Extended Service Unavailability

The Platform was completely inaccessible (not individual feature degradation) for a continuous period of more than 72 hours in a billing month due to our infrastructure fault. In this case, a proportionate credit or refund will be issued for the affected period.

Incorrect Billing Amount

You were billed at a rate higher than the rate confirmed at the time of your purchase or renewal, and the difference was not disclosed in advance.

Payment Gateway Error

Amount was debited from your bank account but the payment was not confirmed by Razorpay and the Subscription was not activated. This is a payment failure scenario — the amount will be automatically reversed by Razorpay within 5–7 working days as per RBI guidelines. If not received within this window, contact us immediately.

5. Cancellation of Subscription

You may cancel your Subscription at any time by:

Writing to [email protected] from your registered email address; or
Via the Platform: Society Settings → Billing → Cancel Subscription.

Cancellation terms by plan type:

Monthly plan: Cancellation takes effect at the end of the current billing month. No further charges will be made. No refund for remaining days of the current paid month.
Annual plan: Cancellation takes effect at the end of the current annual period already paid for. Access continues until the annual period expires. No refund for remaining months.
Free trial: Cancel at any time with immediate effect. No charge is made.

Upon cancellation, your Society data is retained on our servers for 90 days to allow data export. After 90 days, all data is permanently and irreversibly deleted. We strongly recommend exporting your Society data before cancellation via Society Settings → Export Data.

6. How to Request a Refund

To request a refund for an eligible scenario (Section 4), please follow these steps:

Email [email protected] with subject line: "Refund Request — [Your Society Name]"
Include the following details: registered email address; Society name; payment date; Razorpay payment ID (available in your payment confirmation email or Razorpay receipt); and reason for the refund request with any supporting evidence (screenshots, bank statement).
We will acknowledge your request within 2 business days.
We will review and communicate our decision (approval or rejection with reasons) within 7 business days of receiving complete information.
If approved, the refund will be credited to the original payment method (bank account, UPI, or card) within 5–7 working days from the date of approval, in accordance with RBI guidelines on merchant refunds. The exact credit timeline also depends on your bank's processing cycle.

7. Chargebacks

If you initiate a chargeback with your bank or card issuer for a payment made to myKutir, we reserve the right to:

Suspend your Society's Platform access pending resolution of the chargeback.
Provide transaction evidence to Razorpay and your bank to contest the chargeback if we believe it is invalid.
Pursue recovery of the amount if the chargeback is found to be fraudulent.

We encourage you to contact us directly at [email protected] before initiating a chargeback, as we can typically resolve billing disputes faster than the bank chargeback process.

8. Resident Maintenance Fee Payments

myKutir also enables residents to pay maintenance fees and other Society charges online via Razorpay. These are payments made from a Resident to their Society — myKutir acts purely as a technology intermediary.

Refunds of maintenance fees must be requested from and approved by the Society Committee (Society Admin), not myKutir. We have no authority to refund resident payments to the Society.
myKutir does not hold Society funds. Payments are settled directly to the Society's registered bank account by Razorpay, typically within 2 working days.
If your bank account was debited but the payment shows as failed or pending on the Platform, the amount will be auto-reversed by Razorpay within 5–7 working days per RBI guidelines. Contact [email protected] immediately with your payment details if the reversal does not occur.
For disputes about the maintenance amount itself (e.g., wrong amount charged by your Society), please contact your Society Admin directly.

9. GST on Refunds

Subscription invoices include GST at the applicable rate (currently 18%). Where a refund is approved and processed, the GST component will be refunded along with the base amount, subject to compliance with the GST Act 2017 and any applicable CBIC guidelines in force at the time of the refund. A credit note or revised invoice will be issued where required.

10. Disputes and Escalation

If you are not satisfied with our response to a refund or billing complaint:

Escalate to our Grievance Officer at [email protected] — response within 30 days.
You may approach the Razorpay Support Centre for payment-level issues: razorpay.com/support
You may file a complaint with the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
For online complaints: use the National Consumer Helpline at consumerhelpline.gov.in or call 1915.

11. Changes to This Policy

We reserve the right to modify this policy at any time. Changes will be communicated via email to the registered Society Admin at least 14 days before taking effect. Continued use of the Service after the notice period constitutes acceptance of the revised policy.

12. Contact for Billing Queries

Squadkin Technologies Pvt Ltd

Email: [email protected]

Phone: +91 96347 85585 (Mon–Sat, 10 AM – 6 PM IST)

Grievance Officer: [email protected]

Payment issues: razorpay.com/support