Cancellation & Refund Policy

1. Subscription Cancellation

1.1 How to Cancel

You may cancel your AluSync subscription at any time through the following methods:

• Customer Support: Contact our support team at support@alusync.com or call +91 93039 21053 (Mon–Sat, 10:00 AM – 6:30 PM IST)
• WhatsApp: Message us on WhatsApp during support hours
• Written Notice: Send written cancellation notice to our business address

1.2 Cancellation Effective Date

When you cancel your subscription:

• End of Paid Period: Cancellation takes effect at the end of the subscription period stated in your proposal and invoice
• No Immediate Termination: You retain full access to all features until the end of your paid period
• No Further Invoices: No renewal invoice is raised after you cancel

1.3 Before You Subscribe

AluSync does not have a self-serve free trial, so there is nothing to cancel before you subscribe. Every engagement starts with a free, no-obligation demo, and you only pay after accepting a written proposal.

2. Refund Policy

2.1 General Refund Terms

Our refund policy is designed to be fair while maintaining the sustainability of our service:

2.2 Circumstances for Potential Refunds

We may consider refunds in the following exceptional circumstances:

• Billing Errors: Incorrect charges due to system errors
• Duplicate Payments: Multiple charges for the same subscription period
• Technical Service Failure: Extended service outages exceeding our SLA commitments
• Fraudulent Charges: Unauthorized transactions reported within 48 hours
• Early Cancellation Due to Our Breach: Material breach of service terms by AluSync

2.3 Refund Request Process

To request a refund for eligible circumstances:

• Contact Support: Email support@alusync.com with your refund request
• Provide Details: Include your account information, payment details, and reason for refund
• Documentation: Provide supporting documentation if applicable
• Response Time: We will respond to refund requests within 5-7 business days
• Processing Time: Approved refunds processed within 7-10 business days

2.4 Refund Method

Approved refunds will be processed using the original payment method. For UPI, net banking, or other instant payment methods, refunds may be issued as bank transfers to your registered account.

3. Pro-rated Billing and Credits

3.1 Mid-Cycle Changes

When you make changes to your subscription during a billing cycle:

• Upgrades: Additional charges are pro-rated for the remaining billing period
• Downgrades: Account credited for the difference, applied to next billing cycle
• Plan Changes: Effective immediately with appropriate pro-rating
• Feature Additions: Pro-rated charges for premium features added mid-cycle

3.2 Account Credits

Account credits may be issued for:

• Service disruptions exceeding our uptime commitments
• Downgrade pro-rating amounts
• Billing adjustments and corrections
• Promotional credits and referral bonuses

Credits are automatically applied to your next billing cycle and cannot be withdrawn as cash. Unused credits are forfeited upon account cancellation.

4. Data Retention and Access After Cancellation

4.1 Post-Cancellation Access

After your subscription ends:

• Grace Period: 30-day grace period with read-only access to your data
• Data Export: Full data export capabilities during the grace period
• Account Reactivation: Easy reactivation within 30 days with all data intact
• Feature Restrictions: No new data entry or modification capabilities

4.2 Data Deletion Timeline

Our data retention schedule after cancellation:

4.3 Data Recovery

During the 90-day retention period, data recovery may be possible for reactivated accounts. After 90 days, data recovery is not possible, and new accounts start with a clean slate.

5. Failed Payments and Account Suspension

5.1 Payment Failure Process

When a payment fails:

• Reminders: Email reminders sent before and after the invoice due date
• Grace Period: A reasonable grace period is provided to resolve payment issues
• Account Status: Account remains active during the grace period
• Support Assistance: Proactive support contact for payment resolution

5.2 Account Suspension

If payment issues are not resolved within the grace period:

• Service Suspension: Account suspended with read-only access
• Data Preservation: All data preserved during suspension
• Reactivation Process: Simple reactivation upon payment update
• Outstanding Balance: All overdue amounts must be cleared

5.3 Voluntary Cancellation vs. Non-Payment

Accounts cancelled due to non-payment follow the same data retention schedule as voluntary cancellations, but any outstanding balances remain due and payable.

6. Special Circumstances

6.1 Force Majeure Events

During force majeure events (natural disasters, pandemics, government actions), we may:

• Extend grace periods for affected customers
• Provide temporary service credits
• Modify payment schedules on a case-by-case basis
• Offer flexible cancellation terms

6.2 Business Closure or Hardship

For customers experiencing genuine business hardship:

• Documentation Required: Proof of business closure or financial hardship
• Case-by-Case Review: Individual assessment of circumstances
• Potential Considerations: Extended data retention or payment flexibility
• Contact Required: Must contact support to discuss options

6.3 Service Discontinuation by AluSync

If AluSync discontinues service (unlikely scenario), customers will receive minimum 90 days notice and pro-rated refunds for unused subscription periods.

7. Tax Implications and Documentation

7.1 GST and Tax Refunds

For Indian customers:

• GST Included: All refunds include applicable GST amounts
• Tax Documentation: Proper GST invoices provided for all refunds
• Credit Notes: Credit notes issued for refunded amounts
• Compliance: All refunds comply with GST regulations

7.2 International Customers

International customers should consult their tax advisors regarding the treatment of refunds and cancellations for tax purposes in their jurisdiction.

8. Dispute Resolution for Billing Issues

8.1 Billing Dispute Process

For billing disputes:

• Immediate Contact: Contact billing support within 30 days of the charge
• Dispute Documentation: Provide detailed explanation and supporting documentation
• Investigation Timeline: 5-10 business days for investigation
• Resolution Communication: Written response with investigation results
• Appeal Process: Right to appeal unfavorable decisions

8.2 Escalation Process

If you're unsatisfied with the initial billing dispute resolution, you may escalate to our management team for further review. Final escalation may involve independent mediation if both parties agree.

9. Policy Changes and Updates

9.1 Policy Modifications

We may update this policy to reflect:

• Changes in business practices or legal requirements
• Improvements to customer service processes
• Updates to payment processing systems
• Regulatory compliance requirements

9.2 Notice of Changes

Material changes to this policy will be communicated via email to active subscribers at least 30 days before the changes take effect. Continued use of our services after changes indicates acceptance of the updated policy.

10. Contact Information

For cancellations, refund requests, or questions about this policy, please contact us: