1. Free Trial

IceSaathi offers a 30-day free trial for all new accounts. No payment information is required to start the free trial. Since no charge is made during the trial, no refund is applicable for the trial period.

The free trial gives you access to all features within trial plan limits. You are encouraged to thoroughly evaluate the Service before making any payment.

2. Subscription Refunds

2.1 First-Time Subscription (New Paid Users)

If you subscribe to a paid plan for the first time and are not satisfied with the Service, you may request a full refund within 7 calendar days of your first payment, provided:

• The refund request is submitted within 7 days of payment.
• You have not generated more than 5 GST invoices during the paid period.
• You have not downloaded more than 5 invoice or report PDFs.
• Your account has not been suspended for policy violations.

Refunds under this policy are processed as a full refund of the subscription amount paid, with no deductions.

2.2 Plan Upgrades

If you upgrade from a lower plan to a higher plan mid-cycle, the unused portion of your current plan is prorated and applied as credit toward the new plan. No cash refund is issued for upgrades.

2.3 Plan Downgrades

Downgrades take effect at the start of the next billing cycle. No refund is issued for the remaining days of the current billing period when downgrading.

2.4 Annual Plans

For annual subscriptions, a refund may be requested within 14 calendar days of payment (instead of 7 days), subject to the same usage conditions in 2.1. After 14 days, annual plans are non-refundable.

3. Auto-Renewal Charges

Subscriptions renew automatically at the end of each billing period. We send a reminder email at least 3 days before the renewal date.

Refunds are NOT issued for renewal charges that occur after the reminder email was sent and you did not cancel before the renewal date.

To avoid renewal charges:

• Cancel your subscription from your dashboard at least 24 hours before the renewal date.
• You retain access to the Service until the end of the current paid period after cancellation.

Exception: If a renewal charge occurs due to a technical error on our end (e.g. you cancelled but were charged anyway), we will issue a full refund immediately upon verification. Contact us at softvibeservices@gmail.com with your Razorpay payment ID.

4. Add-On Purchases

Add-ons (additional invoices per month, extra manager seats, additional delivery partners, advanced reports, setup & migration) are non-refundable once purchased and activated, because they are consumed resources that are immediately made available to your account.

Before purchasing an add-on, please verify that it meets your requirements. We recommend testing the base plan thoroughly before purchasing add-ons.

Exception: If an add-on was charged but was not activated or delivered due to a technical error, we will issue a full refund upon investigation. Contact us at softvibeservices@gmail.com.

5. Refund Eligibility Conditions

To be eligible for a refund under Section 2, ALL of the following must be true:

• The refund request is made within the applicable window (7 days for monthly plans, 14 days for annual plans).
• You have not generated more than 5 invoices during the paid period.
• You have not exported more than 5 PDF reports.
• Your account has not been suspended or terminated for policy violations.
• The payment was not disputed with your bank or card issuer before the refund request.
• This is your first paid subscription (not a renewal).

6. When Refunds Are NOT Issued

Refunds will not be issued in the following situations:

• Subscription renewal charges (after the reminder email was sent).
• After the 7-day / 14-day refund window has passed.
• Add-on purchases (once activated).
• Accounts terminated for violating the Terms & Conditions.
• Requests citing inability to use features that were clearly described on the pricing page before purchase.
• Requests due to change of business, decision not to continue, or preference for a different software.
• Requests made after the account has already been used to generate significant invoices or reports.

7. How to Request a Refund

To request a refund, email us at softvibeservices@gmail.com with the subject line: “Refund Request — [Your Registered Email]”

Include in your email:

• Your registered email address.
• Your Razorpay Payment ID (found in your subscription dashboard or payment receipt email).
• The date of payment.
• The reason for your refund request.

We will acknowledge your request within 2 business days and respond with a decision within 5 business days.

8. Refund Processing Timeline

Once a refund is approved:

• We initiate the refund through Razorpay within 2 business days of approval.
• Razorpay processes refunds to the original payment method within 5–7 business days (bank cards) or 1–3 business days (UPI).
• Total time from approval to credit in your account: typically 5–10 business days.

The refund will be credited to the same payment method used for the original purchase. We cannot issue refunds to a different payment method.

9. Payment Disputes

We strongly encourage you to contact us at softvibeservices@gmail.com before filing a dispute or chargeback with your bank. Most issues can be resolved quickly and directly.

If you file a chargeback with your bank without first contacting us, we reserve the right to suspend your account during the dispute resolution period. If the chargeback is resolved in our favour, your account may be permanently terminated.

10. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be reflected by the “Last updated” date at the top of this page. For significant changes, we will notify users by email. Continued use of the Service after policy changes constitutes acceptance of the updated policy.

11. Contact Us

For refund requests or questions about this policy: