REFUND & CANCELLATION POLICY

This Refund & Cancellation Policy (“Policy”) governs subscription payments, cancellations, renewals, and refunds in relation to products and services offered under the brand name ihiva, owned and operated by:

‍Kanta King Technologies Pvt Ltd
Registered Office: Ashok Vihar, New Delhi – 110052, India
Email: agent@ihiva.ai
Website: www.ihiva.ai

‍This Policy applies to:

• ihiva  (AI native Revenue Intelligence Platform)
• ihiva Weighbridge Software
• All associated SaaS modules and enterprise services (collectively, the “Services”).

By subscribing to or purchasing the Services, the Customer agrees to this Policy.

1. NATURE OF SERVICES

ihiva provides cloud-based, subscription-driven Software-as-a-Service (SaaS) solutions designed primarily for industrial and enterprise customers.

All subscriptions are:

• Non-tangible digital services
• Provisioned electronically
• Configured per site / per scale / per enterprise agreement
• Activated upon account provisioning

Due to the nature of SaaS deployment, refunds are subject to strict conditions outlined below.

2. SUBSCRIPTION MODEL

Subscriptions may be:

• Monthly
• Quarterly
• Annual
• Multi-year enterprise agreements

Billing is typically:

• In advance
• Per site / per scale
• Based on throughput or enterprise scope

Exact pricing terms are governed by commercial agreement or invoice.

3. GENERAL NO-REFUND PRINCIPLE

Unless otherwise expressly agreed in writing:

All subscription fees are non-refundable.

This includes:

• Activation fees
• Setup fees
• Configuration charges
• Implementation charges
• Customization fees
• White-labeling charges
• Enterprise onboarding fees

This policy reflects the nature of SaaS provisioning, where infrastructure allocation and onboarding costs are incurred at activation.

4. LIMITED REFUND EXCEPTIONS

Refunds may be considered only in the following circumstances:

4.1 Duplicate Payment

If a Customer is inadvertently charged twice for the same invoice period, the excess amount will be refunded after verification.

4.2 Erroneous Billing by Company

If an overcharge occurs due to a system or billing error attributable to the Company, correction or refund will be processed.

4.3 Service Non-Provision

If payment is received but service access is not provisioned within a commercially reasonable time (excluding delays caused by Customer), refund may be processed.

5. NON REFUNDABLE SCENARIOS

Refunds will NOT be provided for:

• Partial use of subscription period
• Non-usage of Services
• Dissatisfaction after onboarding
• Customer-side operational mismanagement
• Incorrect data entry by Customer
• Regulatory non-compliance at Customer site
• Integration incompatibility not disclosed prior to purchase
• Internet or hardware failures at Customer site
• Early termination of annual contract
• Business closure or restructuring

6. CANCELLATION POLICY

6.1 Cancellation by Customer

Customers may cancel:

• By providing written notice to agent@ihiva.ai
• As per minimum notice period in commercial agreement

Cancellation does not entitle Customer to prorated refund unless expressly agreed.

6.2 Notice Period

Unless otherwise agreed:

• Monthly plans: 15 days prior notice
• Annual plans: 30 days prior notice
• Enterprise agreements: As per contract

Failure to provide notice may result in renewal charges.

7. AUTO-RENEWAL

Subscriptions may auto-renew unless cancelled before renewal date.

Customer is responsible for:

• Tracking renewal date
• Providing timely cancellation notice

Renewed subscriptions are non-refundable once processed.

8. PRORATION

Proration is not applicable unless:

• Explicitly stated in contract
• Required by written enterprise agreement

9. FREE TRIALS & DEMO ACCESS

If free trial is offered:

• No charges apply during trial
• Trial automatically converts to paid subscription only with explicit confirmation
• Trial access may be revoked without liability

Demo access does not guarantee production-level performance.

10. ENTERPRISE CONTRACTS

Enterprise customers operating under:

• Master Subscription Agreement (MSA)
• Custom SLA
• Multi-year agreement

shall be governed by contractual termination clauses.

This Policy applies only where contract is silent.

11. TERMINATION BY COMPANY

Company may suspend or terminate services for:

• Non-payment
• Breach of Terms
• Misuse of Services
• Legal or regulatory requirement

No refund shall be issued in such cases.

12. DATA ACCESS UPPON CANCELLATION

Upon valid termination:

• Customer may request data export within defined period
• After retention period, data may be securely deleted
• Data recovery post-deletion may not be possible

Refund is not linked to data export.

13. PAYMENT DISPUTES

If Customer disputes a charge:

• Written notice must be provided within 7 days of invoice
• Undisputed amounts remain payable
• Company may suspend service for non-payment

14. CHARGEBACKS

Unauthorized chargebacks initiated without prior dispute resolution may result in:

• Immediate suspension
• Legal recovery action
• Permanent termination

15. FORCE MAJEURE

Refunds shall not be issued for service interruptions caused by:

• Natural disasters
• Government restrictions
• Internet backbone failures
• Multi-year enterprise agreements
• Cloud infrastructure provider outages

16. MODIFICATIONS TO POLICY

Company reserves the right to update this Policy.

Changes will not affect payments already processed unless required by law.

17. GOVERNING LAW

This Policy shall be governed by laws of India.Courts at New Delhi shall have exclusive jurisdiction.

18. CONTRACT FOR CANCELLATION OR REFUND REQUESTS

All refund and cancellation requests must be submitted to:

Kanta King Technologies Pvt Ltd
Ashok Vihar, New Delhi – 110052
Email: agent@ihiva.ai

Requests must include:

• Customer name
• Invoice number
• Subscription details
• Reason for request

Processing timeline: 15–30 business days after approval.

IMPORTANT DISCLOSURE

ihiva provides enterprise-grade SaaS solutions primarily for business customers.

This Policy does not override rights available under applicable Indian consumer protection laws where legally applicable.