Legal

Refund Policy

We want you to be completely satisfied with NivaasCloud. This policy explains when and how you can request a refund, the applicable eligibility conditions, processing fees, and what to expect once you submit a refund request.

Last updated: October 2026 · Effective: October 2, 2026

TL;DR: New paying subscribers are eligible for a refund within 2 days of their first paid subscription, provided they have recorded no more than 20 guest check-ins on the NivaasCloud platform during that period. Approved subscription refunds may be subject to the applicable refund processing fee. After the 2-day refund window or after more than 20 guest check-ins have been recorded, subscription fees are generally non-refundable. Duplicate charges and verified billing errors are handled separately and are eligible for a full refund.

2-Day Money-Back Period

  • New paying subscribers on any plan may request a refund within 2 days of their first paid subscription, provided that all of the following conditions are met.
  • The refund request is submitted within 2 days of the first successful paid subscription.
  • The organisation has recorded no more than 20 guest check-ins through NivaasCloud during the refund period.
  • The account is not suspended or terminated for a violation of the Terms of Service.
  • The subscription is otherwise eligible under this Refund Policy.
  • If these conditions are satisfied, the subscription payment may be refunded after deduction of the applicable refund processing fee.

Processing Fee

  • Approved refunds under the 2-day money-back policy may be subject to a refund processing fee of 25% to 45% of the eligible subscription amount, depending on the applicable payment, processing, administrative, or service-related costs associated with the transaction and refund.
  • The applicable processing fee will be disclosed to the customer before or at the time the refund is processed.
  • Eligible Refund = Paid Subscription Amount − Applicable Refund Processing Fee.
  • The processing fee does not apply to verified duplicate charges or billing errors caused by NivaasCloud.

Billing Errors, Duplicate Charges & Outage Credits

  • Any verified duplicate charge or billing error caused by NivaasCloud will be refunded in full. No refund processing fee will be deducted from such refunds.
  • If NivaasCloud fails to meet applicable uptime commitments under its SLA, eligible customers may receive service credits or other remedies as specified in the applicable SLA.
  • Service credits are separate from the 2-day money-back refund policy.

Trial Period

  • If you subscribed after a free trial that was clearly identified as a free trial, the trial period itself is not refundable because no subscription payment was made for the trial period.
  • The 2-day refund period begins from the first successful paid subscription.

Non-Refundable Items

  • Subscription fees after the 2-day refund period.
  • Subscription fees where more than 20 guest check-ins have been recorded.
  • Partially used billing cycles after the refund eligibility period.
  • Add-on services, including custom integrations, once delivered.
  • On-site training once delivered.
  • Hardware procurement assistance once delivered.
  • One-time setup or onboarding fees.
  • Accounts suspended or terminated due to violations of the Terms of Service.
  • Any other fees specifically identified as non-refundable before purchase.

How to Request a Refund

  • Step 1: Email [email protected] with the subject line "Refund Request — [Your Organisation Name]".
  • Step 2: Include your registered account email address, subscription invoice number, organisation name, and reason for the refund request.
  • Step 3: Our billing team will review the request and respond within 2 business days.
  • Step 4: If approved, the applicable refund amount will be credited to the original payment method after any applicable refund processing fee has been deducted.

Processing Timeline

  • Refund review: up to 2 business days from receipt of the refund request.
  • Razorpay / credit card refunds: 5–7 business days after approval.
  • UPI refunds: 1–3 business days after approval.
  • Bank transfers: 7–10 business days after approval.
  • You will receive an email confirmation once the refund has been initiated.
  • Actual crediting time may depend on the payment provider or financial institution.

Taxes and Charges

  • NivaasCloud does not currently charge GST where GST is not applicable to the transaction.
  • Where any applicable tax, statutory charge, payment-provider charge, or other legally required amount applies to a transaction, its treatment will be handled in accordance with applicable law.
  • Refund calculations will be based on the amount actually paid and the applicable refund terms communicated to the customer at the time of purchase.

Plan Downgrades & Cancellations

  • You may downgrade or cancel your subscription at any time from the Billing section of your dashboard, where this functionality is available.
  • Downgrades take effect at the beginning of the next billing cycle. You retain access to your current plan features until the current paid period ends.
  • Cancellation stops the next renewal charge. You retain access to your subscription until the end of the period you have already paid for.
  • Cancellation does not automatically create a refund for the unused portion of a billing cycle.

Data After Cancellation

  • Your account data will be retained for 30 days after cancellation, unless a longer retention period is required by law or otherwise stated in our policies.
  • After the applicable retention period, data may be permanently deleted in accordance with our data-retention procedures.

Important Notes

  • The 2-day refund period is calculated from the date and time of the first successful paid subscription.
  • The 20-check-in limit applies to guest check-ins recorded through the NivaasCloud platform during the refund eligibility period.
  • Refund eligibility does not guarantee that the entire amount originally paid will be refunded where an applicable refund processing fee applies.
  • NivaasCloud may request reasonable information necessary to verify a refund request.
  • Refunds are normally issued only to the original payment method used for the transaction.
  • Nothing in this Refund Policy limits any rights or remedies that cannot legally be excluded under applicable law.

Need Help With a Refund?

Email [email protected] or use the live chat available in your dashboard. Our billing team will respond within 2 business days.

Phone: +91 8727969044 · Patiala, India