Smartsoochi – Refund and Cancellation Policy

Effective Date, 01 January 2020
Last Updated, 22 November 2025

This Refund and Cancellation Policy (“Policy”) describes the terms and conditions under which Smartsoochi, a unit of Smart 24×7 Response Private Limited(“Smartsoochi,” “we,” “our,” or “us”) manages refund and cancellation requests for subscriptions, implementation services, and related digital offerings made available through the Smartsoochi Platform (“Platform”).

Smartsoochi operates as a subscription-based SaaS solution providing intelligent checklist management, compliance tracking, and operational automation. Since our services are digital, cloud-hosted, and customized for each client, certain refund and cancellation limitations apply. By subscribing to or using Smartsoochi services, you acknowledge and agree to the terms of this Policy.

1. Purpose of This Policy

1.1 This Policy aims to clearly communicate,

• The conditions under which customers may request refunds or cancel services.
  
  
• The timelines and processes involved in refund or cancellation handling.
  
  
• The rights and obligations of both Smartsoochi and its customers.
  
  

1.2 This Policy ensures fairness, transparency, and consistency for all our enterprise, institutional, and government clients.

2. Applicability

2.1 This Policy applies to all paid subscription plans, implementation charges, onboarding fees, or add-on modules purchased from Smartsoochi.
2.2 The Policy does not apply to,

• Free trials or promotional subscriptions.
  
  
• Third-party services or integrations procured through external vendors.
  
  
• Custom development, consultancy, or bespoke deployments.
  
  

3. Subscription Model Overview

3.1 Smartsoochi follows a Software-as-a-Service (SaaS) subscription model with periodic billing (monthly, quarterly, or annually).
3.2 Subscriptions include,

• Access to the Smartsoochi Platform via mobile and web apps.
  
  
• Hosting, maintenance, and feature updates during the subscription term.
  
  
• Technical and operational support as per the Service Level Agreement (SLA).

3.3 Subscriptions are prepaid and non-transferable. Each plan is activated immediately upon payment confirmation.

4. General Refund Principles

4.1 All payments made to Smartsoochi are generally non-refundable once the subscription or implementation has commenced, except in specific cases detailed below.
4.2 Refunds may be granted only under the following circumstances,

• Duplicate payments due to a technical or billing error.
  
  
• Service unavailability exceeding seventy-two (72) consecutive hours, not caused by user actions or third-party dependency.
  
  
• Cancellation of an unused subscription within the first seven (7) calendar days of initial payment, provided no platform usage has occurred.

4.3 Refund eligibility is determined at Smartsoochi’s discretion after verifying transaction records, usage data, and service logs.

5. Non-Refundable Services

The following charges are non-refundable under all circumstances,

• One-time setup and onboarding fees.
  
  
• Custom integrations, workflow development, or third-party connector costs.
  
  
• Training and consultancy services already delivered.
  
  
• API access fees or data migration services.
  
  
• Charges incurred for data storage, extended backups, or additional users already provisioned.
  
  

These costs reflect the resources and configurations allocated exclusively for the client’s account and cannot be recovered.

6. Duplicate or Erroneous Transactions

6.1 If you believe a payment was charged more than once, please contact Smartsoochi’s billing team immediately at billing@smartsoochi.com with transaction details.
6.2 Upon verification of the duplicate or erroneous charge, Smartsoochi will process a refund for the excess amount within fifteen (15) working days.
6.3 Refunds will be made using the same payment method originally used for the transaction.

7. Refunds for Service Unavailability

7.1 In rare cases where the Smartsoochi Platform experiences continuous downtime or inaccessibility exceeding seventy-two (72) hours, clients may request a pro-rata refund or credit adjustment.
7.2 Such refunds are applicable only if the downtime is directly attributable to Smartsoochi’s infrastructure and not caused by,

• Customer’s internet or network issues.
  
  
• Misconfigured third-party integrations.
  
  
• Scheduled maintenance or emergency updates.

7.3 Refunds or credits for such cases will be limited to the affected period and service scope.

8. Cancellation Policy

8.1 Customers may cancel their active subscription at any time by submitting a written request to support@smartsoochi.com from the registered email address.
8.2 Cancellations become effective at the end of the current billing cycle. The account will remain active until the last day of the paid period.
8.3 There will be no refunds for partial months or unused subscription days after the cancellation request.
8.4 Post-cancellation, customers may request data export (in CSV, Excel, or PDF format) within thirty (30) days. After this window, all account data will be securely deleted as per Smartsoochi’s Data Retention Policy.

9. Automatic Renewal and Termination

9.1 Subscriptions automatically renew at the end of each billing cycle unless cancelled in writing before renewal.
9.2 Automated renewal ensures uninterrupted access to Smartsoochi services and retention of operational data.
9.3 Customers who do not wish to renew must disable auto-renewal through the account management panel or by written notice at least seven (7) days before renewal.
9.4 Smartsoochi reserves the right to suspend or terminate access for non-payment or repeated defaults.

10. Refund Processing Timelines

10.1 Refund requests must be raised within fifteen (15) calendar days of the original payment date.
10.2 Approved refunds will be processed within fifteen (15) working days from the date of approval.
10.3 Refunds will appear on your bank or credit card statement depending on your financial institution’s processing time.
10.4 Smartsoochi is not liable for delays caused by payment gateways or intermediary banks.

11. Method of Refund

11.1 All refunds are processed via the same payment method used for the original transaction unless otherwise agreed upon.
11.2 Refunds cannot be issued in cash or through third-party accounts.
11.3 In cases of institutional billing or purchase orders, refunds will be made to the officially registered account under the organization’s name.

12. Changes to Subscription Plans

12.1 Customers may upgrade or downgrade their plan at any time.
12.2 When upgrading,

• The new plan charges are prorated for the remaining billing period.
  
  
• The upgrade becomes effective immediately upon payment.
  12.3 When downgrading,
  
  
• The current plan remains active until the end of the billing period.
  
  
• Downgrades do not qualify for refunds or credits.
  
  

13. Termination by Smartsoochi

13.1 Smartsoochi may suspend or terminate a customer’s access if,

• There is a breach of Terms of Use or applicable law.
  
  
• The customer engages in fraudulent activity or misuse of the Platform.
  
  
• Non-payment continues beyond thirty (30) days from the due date.
  13.2 In such cases, Smartsoochi is not obligated to issue refunds.
  13.3 However, customers may export their operational data prior to account closure.
  
  

14. Force Majeure

14.1 Refunds will not be granted for service interruptions or cancellations caused by events beyond Smartsoochi’s reasonable control, including natural disasters, cyberattacks, strikes, internet failures, or government restrictions.
14.2 Service credits may be considered at the company’s discretion depending on the impact and duration of the event.

15. Dispute Resolution

15.1 In the event of a billing dispute, customers must notify Smartsoochi in writing within seven (7) days of receiving the invoice.
15.2 Disputes will be investigated and resolved amicably within thirty (30) days.
15.3 If unresolved, the matter shall be referred to arbitration in accordance with the Arbitration and Conciliation Act 1996. The venue shall be New Delhi, India, and proceedings shall be conducted in English.

16. Contact Information

For any billing or refund-related queries, please contact,
Billing and Accounts Department
Smartsoochi Technologies Private Limited
New Delhi, India
Email, billing@smartsoochi.com

17. Amendments to This Policy

17.1 Smartsoochi reserves the right to modify this Refund and Cancellation Policy to comply with new regulations, improve clarity, or reflect business changes.
17.2 Updated versions will be published on our website with a revised “Last Updated” date.
17.3 Continued use of Smartsoochi services after an update constitutes acceptance of the revised Policy.

18. Governing Law

18.1 This Policy shall be governed by and construed in accordance with the laws of India.
18.2 All disputes or claims shall be subject to the exclusive jurisdiction of the courts in New Delhi, India.