Refund & Cancellation Policy

01 Scope

This Policy applies to payments made for Nerotix websites, SaaS products, software subscriptions, communication and messaging services, API services, verification services, wallet recharges, add-ons, integrations, setup services and other paid digital services offered by Nerotix.

Where a particular product, order, invoice, service agreement or commercial proposal contains a specific refund provision, that provision will apply to the extent it is expressly agreed with the customer and permitted by applicable law.

02 Trial Periods

Certain Nerotix products may offer a free trial or promotional access period. For Nerotix, the published policy provides a free trial of up to three (3) months for new users. During a free trial, no payment is required and users may cancel before the trial ends without incurring charges.

Trial availability, duration and features may vary by product, customer, promotion or plan. The trial period communicated to you at the time of registration or purchase will apply to your account.

03 Subscription Services

Once a customer subscribes to a paid subscription service, payments are generally non-refundable. Customers are encouraged to evaluate the available trial or product information before purchasing a paid plan.

A subscription may be cancelled at any time to prevent future renewal or charges. Unless otherwise required by applicable law or expressly approved by Nerotix, cancellation does not create an entitlement to a refund for the unused portion of an already-paid billing period.

Cancellation will normally take effect at the end of the current billing cycle, unless the applicable service terms state otherwise.

04 Non-Refundable Services

Due to the digital nature of Nerotix services and the operational and third-party processing costs involved, the following payments are generally non-refundable:

• Subscription plan fees after a paid plan has started.
• WhatsApp conversation or messaging credits.
• Communication or usage-based credits.
• Add-ons and feature upgrades.
• Third-party integration charges.
• One-time setup, onboarding or development charges.
• Successfully processed API verification requests.
• Prepaid wallet recharge amounts, except where a refund is expressly approved under this Policy or required by law.

05 Prepaid Wallet & API Services

Certain Nerotix verification and API services may operate on a prepaid wallet-based billing system. Customers must recharge their wallet before using applicable verification APIs.

The published Nerotix policy specifies a minimum wallet recharge of ₹100 plus applicable GST. The amount paid as GST is handled in accordance with applicable tax rules, while the eligible base amount is credited to the customer wallet as specified at the time of recharge.

Charges for applicable API requests are deducted from the available wallet balance when the relevant service is successfully processed.

Wallet recharge payments are generally non-refundable. Once credited, wallet balance cannot ordinarily be withdrawn, reversed or transferred to another account.

06 Failed API / Technical Requests

If an API verification request fails because of a technical error within the Nerotix platform or a relevant third-party API provider, the deducted amount may be automatically credited back to the customer's wallet after the failure is verified.

A failed request does not automatically create a cash refund entitlement where the applicable remedy is wallet credit. The final treatment will depend on the nature and cause of the failure.

07 Continuous Technical Issues

If a customer experiences continuous technical issues that materially prevent effective use of a subscription service, the customer should contact Nerotix support and provide relevant details.

After investigation and verification by the support team, Nerotix may, at its sole discretion, consider a partial or full refund in exceptional circumstances.

Technical issues caused by the customer's device, internet connection, third-party services, incorrect configuration, unsupported integrations or misuse of the Services may not qualify for a refund.

08 Unauthorized, Incorrect or Fraudulent Charges

If you believe that an unauthorized, incorrect or fraudulent charge has been made to your account, you must notify Nerotix as soon as possible.

Nerotix may investigate the transaction and, where the claim is verified as valid, may issue an appropriate refund or corrective adjustment for the affected transaction.

Customers remain responsible for securing their accounts, passwords, API keys and other credentials. Charges resulting from authorized requests made using valid account credentials may not qualify as unauthorized transactions.

09 Cancellation

Customers may cancel eligible subscription services at any time through the available account controls or by contacting Nerotix support.

Cancellation normally prevents future subscription charges and takes effect at the end of the current billing cycle. It does not automatically entitle the customer to a refund for an already-paid period or unused service time.

Cancellation of a wallet/API account does not automatically convert unused wallet balance into a cash refund.

10 API Charges & Pricing Changes

API and verification charges may vary depending on the type of service used. Nerotix reserves the right to revise API, subscription, messaging, wallet or other service pricing.

Updated pricing may be displayed on the applicable platform, pricing page, account dashboard or otherwise communicated to customers.

A change in future pricing does not create a refund right for services or wallet amounts already used or paid for, unless otherwise required by applicable law or expressly agreed by Nerotix.

11 Refund Request Process

To request a refund or raise a payment-related concern, contact Nerotix at:

Your request should include sufficient information to identify the relevant account, transaction, invoice, payment date and reason for the request. Nerotix may request additional information to verify the transaction.

12 Refund Review & Processing

Refund requests are reviewed on the facts and circumstances of the transaction and the applicable service terms. Approval of a refund is not automatic merely because a customer has stopped using the Services.

Where a refund is approved, Nerotix may process it through the original payment method or provide another appropriate adjustment where legally and technically permissible.

For wallet/API services, the appropriate remedy for a verified failed request may be a wallet credit rather than a bank or payment-method refund.

13 Exceptional Circumstances

Although most payments are non-refundable, Nerotix may consider exceptional cases on a case-by-case basis, including verified billing errors, unauthorized transactions, material technical failures or other circumstances where a refund is required or appropriate under applicable law.

14 Taxes

Applicable taxes, including GST, may be charged on payments in accordance with Indian tax laws. Any refund or credit involving taxes will be handled in accordance with applicable tax and invoicing requirements.

15 Policy Amendments

Nerotix Technologies Private Limited reserves the right to modify or update this Refund & Cancellation Policy from time to time.

Changes will become effective when the updated Policy is published on the Nerotix website, unless a different effective date is stated.

16 Legal Compliance

This Policy is intended to operate in accordance with applicable laws and regulations of India. Nothing in this Policy is intended to exclude or limit a right or remedy that cannot legally be excluded or limited.

Customers should also review the Nerotix Terms & Conditions and Privacy Policy for the complete terms governing use of the Services and processing of personal information.

17 Contact & Support

For refund, cancellation, billing or payment-related questions, please contact Nerotix support.