Legal

Refund and Cancellation Policy

Please read our refund policy carefully.

Refund Policy - Pay Saathi Innovation LLP

Effective Date: 15 Sept 2025 Last Updated: 15 Sept 2025

Welcome to Active! This refund policy outlines the rules and regulations for refunds through Pay Saathi Innovation LLP ("Company," "we," "us," or "our") for our Takkada software solution. This policy outlines the terms and conditions under which refunds may be requested and processed for our annual subscription licenses.

Product Coverage

This refund policy applies to:

  • Takkada Basic (Tier 1) - ₹4,500 + GST per year
  • Takkada Professional (Tier 2) - ₹7,500 + GST per year

Refund Eligibility

30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee from the date of license activation for new customers who meet the following criteria:

Eligible for Full Refund:
  • First-time customers of Pay Saathi products
  • Refund request submitted within 30 calendar days of license activation
  • Technical issues that cannot be resolved by our support team within 15 business days
  • Product does not integrate with your specific Tally ERP version despite meeting stated system requirements
Not Eligible for Refund:
  • Renewal subscriptions (Year 2 and beyond)
  • Licenses purchased through channel partners or distributors (refund requests must be handled through the original seller)
  • Requests made after 30 days from license activation
  • Issues arising from user error, inadequate system requirements, or third-party software conflicts
  • Dissatisfaction due to features clearly documented in our product specifications

Refund Process

How to Request a Refund

  1. Submit Request: Send an email to admin@paysaathi.com with the subject line "Refund Request - [License Number]"
  2. Required Information:
    • Full name and business details
    • License number and activation date
    • Detailed reason for refund request
    • Supporting documentation (if applicable)
  3. Response Time: We will acknowledge your refund request within 2 business days and provide a resolution within 7 business days.

Refund Processing

Approved Refunds:
  • Full license fee will be refunded (excluding GST, processing fees, and payment gateway charges)
  • Refunds will be processed to the original payment method within 7-10 business days
  • License access will be immediately terminated upon refund processing
Partial Refunds:
  • In exceptional circumstances, partial refunds may be considered on a case-by-case basis
  • Partial refunds are at the sole discretion of Pay Saathi Innovation LLP

Technical Support Commitment

Before requesting a refund, we encourage customers to contact our technical support team:

  • Email: admin@paysaathi.com
  • Response Time: Within 24 hours for technical issues
  • Resolution Commitment: 15 business days for complex integration issues

We are committed to resolving technical issues and ensuring product satisfaction before processing refund requests.

Channel Partner and Distributor Sales

For licenses purchased through our channel partners or distributors:

  • Refund requests must be directed to the original seller
  • Channel partners and distributors have their own refund policies
  • Pay Saathi will cooperate with authorized partners to resolve customer issues
  • Direct refunds from Pay Saathi are not available for channel partner sales

Exceptions and Special Circumstances

Force Majeure

Refunds may be processed outside normal policy terms in cases of:

  • Discontinuation of Takkada product line
  • Significant changes to core product functionality
  • Regulatory changes affecting product compliance

Business Closure

In the unlikely event of business closure or service discontinuation, customers will receive pro-rated refunds for unused subscription periods.

Chargeback Policy

Before Initiating Chargebacks:

  • Contact our support team first to resolve issues
  • Chargebacks initiated without prior communication may result in account suspension
  • We reserve the right to dispute unwarranted chargebacks

Chargeback Resolution:

  • We will provide transaction records and communication history to payment processors
  • Legitimate concerns raised via chargeback will be addressed through our standard refund process

Policy Updates

We reserve the right to modify this refund policy at any time. Changes will be:

  • Posted on our website with updated effective date
  • Communicated to existing customers via email
  • Applied only to new purchases made after the effective date

Contact Information

For refund requests or questions about this policy:

  • Email: admin@paysaathi.com
  • Address: Pay Saathi Innovation LLP, H/No. 1 Mangal Niwas, Guwahati Assam
  • Phone: +91 9435977777
  • Business Hours: Monday to Friday, 9:00 AM to 6:00 PM IST

Legal Disclaimer

This refund policy is governed by Indian law and forms part of our Terms of Service. Any disputes arising from refund requests will be subject to the jurisdiction of courts in Guwahati, India.

Note: This policy supplements, and does not replace, any statutory rights customers may have under applicable consumer protection laws.

This refund policy demonstrates our commitment to customer satisfaction while protecting the interests of Pay Saathi Innovation LLP and our channel partners.