Refund policy

HUMSAFARSETU REFUND AND CANCELLATION POLICY Effective date: 18 August 2026 Last updated: 18 August 2026 1. SCOPE This Policy applies only to fees paid directly to HumsafarSetu for HumsafarSetu software subscriptions, setup, onboarding, data migration, customisation or related platform services. It does not govern airline tickets, hotels, tours, visas, insurance, transport, payment links or other travel products sold by a subscribing agency or third-party supplier. Refunds for those products are controlled by the agency, supplier rules and applicable law. HumsafarSetu is not responsible for a travel supplier’s refund decision merely because the transaction or record was managed through our software. 2. BEFORE PURCHASE The checkout or written order identifies the plan, monthly or annual term, included limits, trial if any, setup fee, taxes and total amount. Please review these details before payment. Ask questions at support@humsafarsetu.com before purchasing if a feature or limit is material to your decision. Subscriptions do not automatically renew unless automatic renewal is clearly disclosed and separately authorised. Manual subscriptions end or become restricted after the purchased term unless renewed. 3. CANCELLING A SUBSCRIPTION You may request cancellation at any time by emailing support@humsafarsetu.com from an authorised account email. Cancellation stops future manual renewals and, where automatic renewal has been expressly enabled, will stop future renewal charges if received before the processor’s cut-off. Unless a refund right below applies, cancellation takes effect at the end of the paid term and access continues until then. Deleting the app, ceasing use or failing to log in does not by itself cancel a subscription or create a refund. 4. REFUND ELIGIBILITY We will provide a full refund where: • the same HumsafarSetu order was charged more than once; • payment was debited but no order or subscription was created and the payment is confirmed as settled to us; • we reject the order or cannot legally provide the purchased Service; • a mandatory cooling-off, refund or consumer remedy applies; or • we expressly agree in writing before purchase. For a first paid subscription, you may request cancellation within seven calendar days after initial activation. We will refund the subscription fee if the account has not been materially used, no live customer or traveller data has been processed, no paid integration or custom work has been consumed, and no misuse is suspected. Properly completed setup, onboarding, migration, customisation and third-party charges are not refundable once work has begun, but we will disclose and deduct them only to the extent permitted by law. For a material, reproducible defect in a paid core feature, notify us with reasonable evidence. If the defect is attributable to HumsafarSetu and we do not provide a workaround or cure within seven business days after confirmation, you may terminate the affected Service and receive a reasonable pro-rata refund for the unusable remaining prepaid period. This does not apply to third-party outages, unsupported configurations, beta features, incorrect Customer Data, user error, or suspension caused by breach or non-payment. Renewal payments are refundable within seven calendar days only if requested promptly and there has been no material use after renewal. If an automatic renewal was processed after a timely and verifiable cancellation request, the renewal amount will be refunded. 5. NON-REFUNDABLE AMOUNTS Except where applicable law requires otherwise, refunds are not available for: • elapsed or materially used subscription periods; • change of mind after the seven-day first-subscription window; • unused features where the purchased plan remained available; • failure to cancel before a clearly authorised renewal; • suspension or termination for fraud, unlawful use, security abuse or material breach; • customisation, migration, training, onboarding or setup already performed; • third-party gateway, messaging, hosting or integration costs already consumed and not recoverable by us; or • taxes already deposited where the law does not permit reversal, except through an appropriate credit note or adjustment. Nothing in this section limits a mandatory remedy for deficiency in service, unfair trade practice, unauthorised payment or other right that cannot legally be waived. 6. HOW TO REQUEST A REFUND Email support@humsafarsetu.com with the subject “Refund Request” and provide: • account and business name; • registered email and mobile number; • HumsafarSetu order, invoice and gateway payment reference; • payment date and amount; • reason and relevant screenshots or evidence; and • bank or gateway confirmation if a debit is not visible in our records. Do not send a card number, CVV, UPI PIN, OTP, password or online-banking credential. We may verify the requester’s authority and ask for limited additional information needed to investigate. 7. PROCESSING TIME AND METHOD We aim to acknowledge a refund request within 48 hours and decide a complete request within seven business days. Approved refunds are initiated to the original payment method within seven business days after approval unless law or the payment network requires another method. Banks and gateways may take an additional five to ten business days to display the credit. If a payment is only authorised, pending or failed, the bank or gateway may release it automatically rather than process it as a refund. We will provide an available transaction reference so you can follow up with the payment provider. Any GST credit note, invoice adjustment or withholding will be handled according to applicable tax law. A refund does not transfer to a different person or unrelated bank account unless required by law and verified. 8. CHARGEBACKS AND DISPUTES Please contact us before initiating a chargeback so that duplicate, failed or unauthorised transactions can be investigated quickly. This does not prevent you from using lawful bank, gateway, consumer or regulatory remedies. Fraudulent or knowingly false chargebacks may result in account suspension and recovery of amounts lawfully due. Disputes under this Policy follow the good-faith negotiation, Ahmedabad-seated arbitration and statutory-rights provisions in the Terms of Service. Consumer Commission and other non-waivable remedies remain unaffected. 9. CONTACT HumsafarSetu Principal place of business: Ahmedabad, Gujarat, India Email and grievance contact: support@humsafarsetu.com Website: https://humsafarsetu.com