Refund Policy for SaaS Services

1. Scope & Applicability

This Refund Policy ("Policy") applies to all Software-as-a-Service (SaaS) subscriptions, consulting services, and digital products provided by FourteenCloud, including but not limited to:

• wendesk.com - Customer support and helpdesk SaaS platform
• AI & Agentic AI Consulting services
• DevOps & Cloud Services
• Cybersecurity & VAPT Services
• Compliance & IT Audit Services
• Digital Transformation Services
• Intelligent Process Automation
• Software Development & Product Engineering
• Digital Growth Consulting
• Other SaaS platforms and services offered by FourteenCloud

This Policy is compliant with the Consumer Protection Act, 2019 (India), RBI guidelines for payment gateways, payment gateway merchant requirements, and applicable Indian laws. By purchasing our services, making a payment, or subscribing to our SaaS platforms, you agree to this Refund Policy. This Policy applies to all transactions processed through our payment gateways.

2. Business Information

Service Description: We provide Software-as-a-Service (SaaS) platforms including wendesk.com (customer support and helpdesk platform), consulting services (AI, DevOps, Cybersecurity, Compliance, Digital Transformation), and related technology services. All services are provided subject to our Terms & Conditions and this Refund Policy.

3. SaaS Subscription Refunds

3.1 Monthly Subscriptions

• Free Trial Period: If you cancel within the free trial period (if applicable), no charges apply and no refund is needed.
• Cancellation within 7 days: Full refund of the current billing cycle if cancelled within 7 days of subscription start, provided no significant usage has occurred.
• Cancellation after 7 days: No refund for the current billing period. Service continues until the end of the paid period, after which access is terminated.
• Pro-rated Refunds: Not available for monthly subscriptions. You retain access until the end of the paid period.

3.2 Quarterly & Annual Subscriptions

• Cancellation within 14 days: Full refund if cancelled within 14 days of subscription start, subject to usage limits (less than 10% of allocated resources).
• Cancellation after 14 days: Pro-rated refund calculated as: (Remaining days / Total subscription days) × Amount paid, minus a 10% processing fee.
• Minimum Refund: If the calculated refund is less than ₹500, a credit note will be issued instead of a refund, valid for 12 months.

3.3 wendesk.com Specific Terms

• Free Plan: No charges, no refund applicable.
• Paid Plans: Follow the general SaaS subscription refund terms above.
• Data Export: Upon cancellation, you can export your data (tickets, contacts, knowledge base) for 30 days. After 30 days, data is permanently deleted.
• Add-on Services: Refunds for add-ons (SMS credits, email credits, etc.) are pro-rated based on unused credits at the time of cancellation.

4. Consulting Services Refunds

• Project-based Services: Refunds are not available once work has commenced, except in cases of material breach by FourteenCloud or inability to deliver as per SoW.
• Retainer Services: Unused retainer hours are refundable if cancellation is requested with 30 days written notice. Refund = (Unused hours / Total hours) × Retainer amount.
• Milestone-based Projects: Refunds for incomplete milestones are calculated based on work completed vs. work paid. Completed work is non-refundable.
• Discovery/Consulting Sessions: Non-refundable once the session is conducted. Cancellation 48 hours before the session results in a full refund.

5. Non-Refundable Items

• One-time setup fees or onboarding charges
• Third-party licenses, tools, or services purchased on your behalf
• Custom development work that has been delivered and accepted
• Training sessions that have been conducted
• Services terminated due to violation of Terms of Service
• Refund requests made after 90 days from the original payment date
• Bank charges, payment gateway fees, or currency conversion fees

6. Refund Process & Timeline

6.1 How to Request a Refund

• Email your refund request to [email protected] with:
• - Order/Invoice number
• - Transaction ID (from payment gateway)
• - Reason for refund
• - Account details (for SaaS subscriptions)
• Or contact our billing team at [email protected] or +91 9133 600 100

6.2 Refund Processing Timeline

• Review Period: We review refund requests within 2-3 business days of receipt. We may request additional information or documentation to process your refund.
• Approval: Once approved, refunds are initiated within 5-7 business days. You will receive an email confirmation with the refund transaction ID.
• Payment Gateway Processing: Refunds are credited to your original payment method as per RBI guidelines. Processing time depends on your bank/payment provider:
• - Credit/Debit Cards: 5-10 business days (subject to card issuer processing)
• - UPI: 2-5 business days
• - Net Banking: 5-7 business days
• - Wallets: 3-5 business days
• - Bank Transfer (NEFT/RTGS): 1-3 business days (for refunds to bank accounts)
• Total Timeline: 7-14 business days from refund approval to credit in your account. In exceptional cases, it may take up to 21 business days. We will keep you informed of any delays.
• Refund Status: You can track refund status by contacting [email protected] with your transaction ID.

7. Special Circumstances

7.1 Service Downtime or Non-Availability

If our SaaS services (including wendesk.com) experience extended downtime (more than 48 hours in a month) due to our fault, we will provide service credits or pro-rated refunds for the affected period.

7.2 Duplicate Payments

If you are charged twice for the same service, we will immediately refund the duplicate payment upon verification (typically within 24-48 hours).

7.3 Payment Gateway Errors

If payment is debited but the transaction fails or service is not activated, we will investigate and process a refund within 3-5 business days. If the issue persists, contact your bank or payment provider.

7.4 Fraudulent Transactions

If you notice an unauthorized transaction, immediately contact us at [email protected] and your bank. We will investigate and process refunds for confirmed fraudulent transactions per RBI guidelines.

8. Cancellation Policy

8.1 SaaS Subscriptions

• You can cancel your subscription at any time from your account settings or by contacting support.
• Cancellation takes effect at the end of the current billing period.
• No cancellation fees apply.
• Auto-renewal is disabled upon cancellation.

8.2 Consulting Services

• Cancellation requires 30 days written notice.
• Work completed up to the cancellation date is billable.
• Unused retainers or prepaid hours are refundable per Section 4.

9. Dispute Resolution & Grievance Redressal

9.1 Internal Dispute Resolution

• If you are not satisfied with our refund decision, you can escalate to [email protected] or contact our customer support at +91 9133 600 100.
• We will acknowledge your dispute within 24 hours and attempt resolution within 7 business days.
• Disputes are resolved through good-faith negotiation and escalation (Support → Billing Team → Management).

9.2 Payment Gateway Disputes

• For payment-related disputes, we follow the dispute resolution process of our payment gateway providers and comply with RBI guidelines.
• Payment disputes must be raised within 7 days of the transaction date as per payment gateway policies.
• We will cooperate with payment gateway providers to resolve disputes and provide necessary documentation.

9.3 Legal Recourse

• If disputes remain unresolved, they are subject to the exclusive jurisdiction of courts in Jaipur, Rajasthan, India.
• You may file a complaint with the Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
• For data protection complaints, you may contact the Data Protection Board under the Digital Personal Data Protection Act, 2023.

10. Contact Information

11. Policy Updates

We reserve the right to update this Refund Policy to reflect changes in our services, legal requirements, or payment gateway policies. Material changes will be communicated via email to active subscribers at least 30 days before they take effect. Continued use of our services after policy updates constitutes acceptance of the revised terms.

Last updated: 19 January 2026.