Draft: to be checked by Lingsaa's lawyer before the first client. Part of Lingsaa's Terms of Service. Every point marked [lawyer to confirm] is an assumption to check; points marked [owner to confirm] are Lingsaa's business choices.
1. Who this is for
1.1 This policy covers what organizations pay Lingsaa for Lingsaa CCC and its apps: plans (monthly or yearly) and the wallet. Lingsaa sells software as a service only: nothing is shipped.
1.2 Lingsaa's company details: [legal name, registered address and CIN to be filled by Lingsaa]. Questions: the Help button in the CCC, or [billing email to be filled by Lingsaa].
2. Cancelling
2.1 You can cancel at any time, without a reason: under Plan & billing, by cancelling AutoPay (so nothing renews by itself) and not renewing, or by asking through Help.
2.2 Cancelling stops the next renewal. The service keeps working until the end of the period you have already paid for. After that the organization becomes view-only, then "leaving" (30 days' read-only grace with the full export available), and its records are deleted as the Terms of Service (section 11) describe.
2.3 During the free trial nothing is paid, so nothing is refunded. Trial credit in the wallet has no cash value and is never refunded.
3. What is refunded
| Case | Refund |
|---|---|
| Monthly plan, cancelled by you | No refund for the month already started; the service runs to its end. [owner to confirm] |
| Yearly plan, cancelled by you within the first 14 days of a new yearly period | The full price of that year, less any usage paid from it. [owner to confirm] |
| Yearly plan, cancelled by you after those 14 days | No refund for the rest of the year; the service runs to its end. [owner to confirm] |
| You cancel within 30 days of a notice of changed terms that reduce your rights (Terms of Service, section 14.3) | The unused whole months of your prepaid period |
| Lingsaa ends the agreement without your fault, or stops a feature you paid for (Terms of Service, sections 2.4 and 11.2) | The unused part of your prepaid period, by days |
| The SLA's "chronic failure" (three months in a row below the uptime commitment) and you cancel | The unused part of your prepaid period, by days |
| A payment taken twice, or money taken for a payment that failed | The whole amount |
| Money in the wallet that you paid in (not trial or promotional credit) when your organization leaves | The balance, less usage still owed |
| Service credits under the SLA | Never paid as money: they reduce your next invoice or are added to your wallet |
3.1 A change of plan in the middle of a period is not a refund: the CCC prices the change for the days left and shows it before you pay; moving to a smaller plan takes effect from the next period.
4. How a refund is made
4.1 Where to. A refund goes back to the payment method it came from, through the same payment gateway. A wallet balance at leaving is paid to the organization's bank account named in writing by its main admin, after Lingsaa checks it. [owner to confirm]
4.2 Who approves. One Lingsaa person prepares a refund and a second Lingsaa person approves it; the CCC records both.
4.3 How long. Lingsaa starts an approved refund within 7 working days. The bank or card issuer then usually takes 5 to 7 working days to show it. For a payment that failed but was debited, Lingsaa follows the RBI's turn-around times for failed transactions (RBI TAT circular). [lawyer to confirm which parts apply to a merchant]
4.4 GST. A refund of an amount that was invoiced comes with a GST credit note (CGST Act, s.34), sent with the refund.
5. Payment disputes
5.1 If you think a charge is wrong, tell Lingsaa through Help first; we answer within 3 working days. Raising a chargeback with your bank without telling us first may suspend AutoPay until it is settled.
6. Language
6.1 This policy is written in English. A translation is for help only; the English text applies.
Sources
| Short name | What | Official source |
|---|---|---|
| CGST Act | The Central Goods and Services Tax Act, 2017, s.34 (a credit note when an invoiced amount is refunded) | India Code: https://www.indiacode.nic.in/ (search "Central Goods and Services Tax Act, 2017"); CBIC: https://cbic-gst.gov.in/ |
| RBI TAT circular | RBI circular DPSS.CO.PD No.629/02.01.014/2019-20 of 20 September 2019: turn-around times and compensation for failed transactions | RBI: https://www.rbi.org.in/ (Notifications, 20 September 2019) |
| Consumer Protection | The Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020 | India Code: https://www.indiacode.nic.in/ (search "Consumer Protection Act, 2019"). Lingsaa sells to organizations; whether these apply is [lawyer to confirm] |