Refund and Cancellation Policy

Purpose

The purpose of this Refund and Cancellation Policy is to define the conditions under which customers may cancel subscriptions, terminate services, and request refunds for services provided by Zenitude Technology Solutions Pvt Ltd (“Zenitude”). This policy ensures transparency, compliance with applicable laws, and fair treatment of customers while protecting business interests.

Scope

This policy applies to:

  • All customers subscribing to Zenitude’s software, AI/XR platforms, cloud services, APIs, and related offerings
  • Free and paid subscription plans
  • Enterprise agreements unless otherwise governed by a separate written contract

This policy applies globally, subject to mandatory consumer protection laws in the customer’s jurisdiction.

Policy

1. Subscription Cancellation

Customers may cancel their subscription at any time through:

  • Their account dashboard; or
  • Written notice to support@zenitude.ai

Cancellation will:

  • Take effect at the end of the current billing cycle;
  • Not result in retroactive refunds unless explicitly stated in this policy;
  • Terminate access to paid features upon expiration of the billing period.

For enterprise customers, cancellation terms are governed by the executed Master Services Agreement (MSA) or Order Form.

2. Refund Eligibility

Refunds may be granted under the following circumstances:

a. Duplicate Charges

Verified duplicate payments will be refunded within 7–14 business days after validation.

b. Billing Errors

Incorrect charges due to system or administrative error will be corrected and refunded.

c. Service Unavailability

If a critical service outage exceeds defined Service Level Agreement (SLA) commitments and materially impacts service delivery, service credits or partial refunds may be provided in accordance with the applicable SLA.

d. Consumer Protection Requirements

Where applicable law mandates a refund (e.g., statutory withdrawal rights in certain jurisdictions), Zenitude will comply with such legal obligations.

3. Non-Refundable Circumstances

Unless required by applicable law, the following are non-refundable:

  • Change of mind after subscription activation
  • Partial use of subscription period
  • Failure to cancel prior to automatic renewal
  • Downtime within SLA limits
  • Custom development or implementation fees
  • Professional services, onboarding, consulting, or integration services already delivered

4. Free Trials

If Zenitude offers a free trial:

  • No charges will apply during the trial period;
  • Customers must cancel before trial expiration to avoid billing;
  • Failure to cancel results in automatic conversion to a paid plan.

Refunds will not be issued for failure to cancel before trial conversion.

5. Automatic Renewal

Subscriptions automatically renew unless canceled prior to the renewal date.

Customers are responsible for:

  • Monitoring renewal dates;
  • Maintaining accurate billing information;
  • Canceling in advance if they do not wish to renew.

Refunds will not be provided for charges incurred after automatic renewal unless legally required.

6. Enterprise Agreements

Enterprise agreements, annual contracts, and customized pricing plans are governed by executed contracts.

Unless explicitly stated in the agreement:

  • Early termination does not entitle the customer to a refund;
  • Termination fees may apply;
  • Prepaid fees remain non-refundable.

7. Refund Processing

Approved refunds:

  • Will be issued to the original payment method;
  • May take 7–21 business days depending on payment processor timelines;
  • May exclude transaction fees where permitted by law.

Zenitude reserves the right to verify identity and investigate suspected fraudulent refund claims.

8. Data Retention After Cancellation

Upon cancellation:

  • Customer access will cease at the end of the billing period;
  • Data will be retained in accordance with Zenitude’s Data Retention Policy;
  • Customers are responsible for exporting data prior to termination;
  • Data may be deleted after the retention window expires unless legally required to preserve it.

9. Chargebacks and Disputes

Customers are encouraged to contact Zenitude prior to initiating payment disputes.

Improper or fraudulent chargebacks may result in:

  • Immediate suspension of services;
  • Termination of account access;
  • Recovery of costs incurred in dispute handling.

10. Compliance and Legal Considerations

This policy is governed by:

  • The Digital Personal Data Protection Act, 2023 (India)
  • Applicable consumer protection laws
  • Contractual agreements
  • Applicable international regulations where Zenitude operates

If a conflict arises between this policy and mandatory local law, the local law shall prevail.

Procedure

Refund Request Process

  1. Submit a refund request to billing@zenitude.ai
  2. Provide invoice number, payment reference, and reason for request
  3. Zenitude will review within 7 business days
  4. Decision will be communicated via email

Responsibility

The Finance Department, in coordination with Legal and Compliance, is responsible for administering and enforcing this policy.

The Information Security Officer shall ensure refund-related processes align with data retention and access control policies.

Violations

Abuse of refund mechanisms, fraudulent claims, or policy circumvention may result in:

  • Account suspension
  • Termination of services
  • Legal action where applicable