Refund and Cancellation Policy
Last updated: 16 October 2026 · Version 2.1
This Policy sets out when you may cancel a subscription or service purchased from Simpro Software Solutions Private Limited, what refund you are entitled to, what is deducted, and how long a refund takes to reach you. It applies to every product and service we supply.
1. Overview
We want you to be confident in what you buy. This Policy gives you a 14-day window to change your mind on a new subscription, and a pro-rata refund of unused time after that. It also sets out, plainly, the charges that cannot be refunded once work has begun.
This Policy forms part of our Terms of Service. Where a signed agreement or Order Form contains different cancellation or refund terms, those terms take precedence over this Policy.
2. What You Are Paying For
A purchase from us may combine several charge types. Refund treatment differs by type, so it helps to identify them first.
| Charge | What it covers |
|---|---|
| Subscription fee | The right to use a product for a fixed term, usually one year |
| Licence fee | A perpetual or term licence for installed software, together with any licence keys issued |
| Implementation fee | Installation, configuration, data migration and go-live support |
| Customisation fee | Development of features, reports or integrations specific to you |
| Training fee | Onsite or remote training sessions for your staff |
| Support or AMC fee | Ongoing support and maintenance beyond what is included as standard |
| Service fee | IT-enabled services performed for you, such as KYC processing and CKYC upload, tax-return preparation and filing, and audit preparation |
| Taxes | GST and any other statutory levy, charged in addition and shown separately on the invoice |
3. How to Cancel
3.1 Raising a Cancellation Request
Send a cancellation request from the registered email address on your account to admin@simprosoftware.in, with the subject “Cancellation Request”. Please include:
- Your organisation name and account or customer reference
- The product or service you wish to cancel
- The invoice number and date of payment
- The reason for cancellation, which helps us improve
You may also telephone +91 93456 61977 to start the process, but we will ask you to confirm in writing before we act on it.
3.2 What Happens Next
| Step | Timeline |
|---|---|
| We acknowledge your request | Within 2 business days |
| We confirm the refund calculation for your approval | Within 7 business days |
| On your approval, the refund is initiated | Within 3 business days |
You may withdraw a cancellation request at any time before the refund is initiated, and your subscription will continue unchanged.
3.3 Effect of Cancellation
Access continues until the cancellation takes effect, after which the licence ends. You may export your data for 30 days following termination, as described in our Terms of Service.
4. Refund Eligibility
4.1 The 14-Day Window
For a new subscription or a renewal, you may cancel within 14 days of the invoice date and receive a full refund of the subscription fee, less any non-refundable charges listed in Section 5 that have already been incurred.
4.2 After 14 Days — Pro-Rata Refund
After the 14-day window, you may still cancel an annual subscription and receive a pro-rata refund of the unused portion, calculated from the date the cancellation takes effect to the end of the paid term:
Part months are calculated by day. The result is rounded to the nearest rupee in your favour.
4.3 Worked Example
An annual subscription of ₹120,000 plus GST, cancelled with 90 days remaining of a 365-day term, where no implementation work was purchased:
| Line | Amount |
|---|---|
| Subscription fee paid | ₹120,000 |
| Daily rate (₹120,000 ÷ 365) | ₹328.77 |
| Unused days | 90 |
| Refund due (₹328.77 × 90) | ₹29,589 |
| GST | Adjusted by credit note in accordance with the GST rules |
4.4 Summary by Charge Type
| Charge | Within 14 days | After 14 days |
|---|---|---|
| Subscription fee | Refunded in full | Refunded pro-rata |
| Licence fee (perpetual) | Refunded in full if licence keys are unused and returned | Not refundable |
| Implementation fee | Refunded in full if work has not commenced | Not refundable once work has commenced |
| Customisation fee | Refunded in full if work has not commenced | Not refundable once work has commenced |
| Training fee | Refunded in full if no session has been delivered | Refunded only for sessions not yet delivered |
| Support or AMC fee | Refunded in full | Refunded pro-rata |
| Service fee | Refunded in full if work has not commenced | Not refundable once work has commenced |
5. Non-Refundable Charges
The following are not refundable:
- Implementation, configuration, data migration and go-live fees, once that work has commenced
- Customisation and bespoke development fees, once that work has commenced
- Training sessions already delivered
- Fees for IT-enabled services once that work has commenced, and in every case for a tax return once it has been filed
- Fees charged directly by a professional partner, such as a chartered accountant's audit fee, which are governed by that partner's own terms
- Third-party charges we have already paid on your behalf, such as licences, certificates or gateway charges
- Payment gateway or bank charges deducted from the original transaction, where these are not returned to us
- Any charge expressly marked non-refundable on the Order Form and accepted by you at the time of purchase
“Work has commenced” means we have allocated personnel and begun the activity. Where work has partly commenced, we refund the unperformed portion, assessed reasonably and evidenced on request.
6. Refund Processing and Timelines
6.1 How Refunds Are Returned
Refunds are always returned to the original payment method. We cannot redirect a refund to a different card, account or person.
| Original payment method | Refund route | Timeline |
|---|---|---|
| Credit or debit card | Reversed to the same card via the payment gateway | 5–7 business days from initiation, plus your bank cycle |
| UPI | Reversed to the originating UPI handle | 3–5 business days |
| Net banking or wallet | Reversed to the originating account or wallet | 5–7 business days |
| NEFT, RTGS or IMPS | Bank transfer to the remitting account | 7–10 business days |
| Cheque or demand draft | Bank transfer, on receipt of cancelled cheque and bank details | 10–14 business days |
Timelines run from the date we initiate the refund, not from the date you request it. The time your bank takes to credit the amount is outside our control.
6.2 GST on Refunds
Where GST was charged, we issue a credit note against the original invoice in accordance with Section 34 of the Central Goods and Services Tax Act, 2017. The GST element is adjusted accordingly.
6.3 Failed Refunds
If a refund fails because an account has been closed or details have changed, we will contact you and arrange an alternative route once we have verified the account belongs to the original payer.
7. Special Situations
7.1 Failed or Duplicate Payments
Where a payment fails but an amount is debited, it is normally reversed automatically by your bank within 5 to 7 business days. A duplicate payment is refunded in full, with no deduction, once verified. Neither is treated as a cancellation.
7.2 Service Not Delivered
If we fail to deliver a product or service within the timelines in our Service Delivery Policy and the delay is attributable to us, you are entitled to a full refund with no deduction, whether or not the 14-day window has passed.
7.3 Cancellation by Us
If we terminate for convenience, or discontinue a product, you receive a pro-rata refund of prepaid fees for the unused period with no cancellation deduction. If we terminate because of your breach under the Terms of Service, no refund is due.
7.4 Material Change to Terms
If we make a material change to our Terms that you do not accept, you may terminate before it takes effect and receive a pro-rata refund of unused prepaid fees.
7.5 Trials and Free Access
Trial, pilot and evaluation access is provided at no charge, so no refund arises. A trial does not convert into a paid subscription unless you place an order.
7.6 Unauthorised Transactions
Report any transaction you believe was unauthorised to admin@simprosoftware.in immediately, and also to your bank or card issuer. We will cooperate fully with the investigation and, where the transaction is confirmed unauthorised, refund it in full.
8. Chargebacks
Please contact us before raising a chargeback. Most disputes are the result of a misunderstanding we can resolve in a single conversation, and a chargeback is slower for you than a direct refund.
Where a chargeback is raised, we may suspend the affected account until it is resolved, and we will provide the payment gateway and acquiring bank with transaction records, access logs, correspondence and delivery evidence.
9. Disputes About a Refund
If you believe a refund has been calculated incorrectly, write to admin@simprosoftware.in with the calculation you dispute. We will re-examine it and respond within 7 business days with a line-by-line explanation.
If you remain dissatisfied, escalate to our Grievance Officer, who will acknowledge within 24 hours and respond substantively within 15 days:
Vijay Krishna
Head of Support · Grievance Officer
Simpro Software Solutions Private Limited
No. 118, Kattur, SIDCO Women Industrial Estate
Thirumullaivoyal, Chennai - 600062
Tiruvallur District, Tamil Nadu, India
Email: support@simprosoftware.in
Nothing in this Policy limits your rights under the Consumer Protection Act, 2019, including the right to approach the appropriate consumer forum.
10. Changes to This Policy
We may update this Policy. The version that applies to your purchase is the one published on the date of your invoice. Material changes will be notified by email or a prominent notice on the website at least 30 days before taking effect, and will not apply retrospectively to a term already paid for.
11. Contact
For any cancellation or refund question, write to admin@simprosoftware.in, telephone +91 93456 61977, or use the contact form.
Simpro Software Solutions Private Limited · CIN U62013TN2025PTC177018 · GSTIN 33ABPCS2910L1Z4