Refund and Cancellation Policy

1. Definitions

• “Company”, “DAAI”, “we”, “us”, “our” — ESURGENT PRIVATE LIMITED, doing business as DAAI BUSINESS SUITE.
• “Customer” / “you” / “Subscriber” — The individual or entity that subscribes to or starts a free trial of the Services, including any person acting on the Customer’s behalf.
• “Services” — The DAAI Business Suite SaaS application and all related modules, features, integrations, documentation and support, as defined in the Terms & Conditions.
• “Subscription Term” — The billing period selected by the Customer (monthly, quarterly, annual or such other term as we may offer), including any auto-renewed term.
• “Subscription Fee” — Any fee payable by the Customer for the use of the Services during a Subscription Term, including renewal charges and add-on fees.
• “Payment Method” — Any bank account, card, UPI handle, e-mandate, NACH instrument or other payment instrument used by the Customer to pay any amount to the Company.
• “Customer Admin Panel” — The administrative dashboard available to the Customer within the Services, through which subscriptions are managed.

2. Free Trial

2.1 Trial period

• We provide a 15-day free trial for new Customers.
• To start the trial, you must enter valid Payment Method details. A nominal verification charge of ₹1 will be initiated and automatically refunded to your Payment Method by our payment processor. The processor’s typical reversal timeline applies.
• If the ₹1 verification charge is not automatically reversed within a reasonable period, please write to hello@daaisuite.com with your payment reference for reconciliation.

2.2 Trial cancellation

• If you cancel within the trial period, you will not be charged the Subscription Fee for the selected plan.
• Trial cancellation must be completed through the Customer Admin Panel before the end of the 15-day trial window. Where the Customer Admin Panel is unavailable or you are unable to complete in-product cancellation, you may send a written cancellation request from your registered email address to hello@daaisuite.com; cancellation takes effect only when confirmed in writing by the Company and must be received by the Company before the end of the trial.

2.3 Trial-to-paid conversion

If you do not cancel before the end of the 15-day trial period, your selected subscription plan will start automatically and the full Subscription Fee for the chosen plan will be charged to your Payment Method on a recurring basis, in accordance with Section 3 below. By starting the free trial, you expressly authorise this recurring charge.

3. Subscriptions, Renewals & Billing

• All subscriptions auto-renew at the end of each Subscription Term (monthly, yearly or such other term as you have chosen) until cancelled.
• By starting a subscription, you authorise the Company and its payment processor to charge your Payment Method on a recurring basis without requiring your prior approval for each individual recurring charge, in accordance with the Reserve Bank of India’s recurring-mandate framework (including any e-mandate registration, additional-factor authentication and pre-debit notification requirements).
• The length of your billing cycle depends on the plan you selected at the time of subscription.
• The Company may, from time to time, make changes to the Subscription Fee, plan inclusions, usage limits, billing units or commercial terms, and will communicate such changes in accordance with applicable law. Continued use of the Services after the effective date of any such change constitutes acceptance of the revised terms.
• If a recurring charge fails for any reason — including failed auto-debit, expired card, insufficient funds, mandate revocation, bank decline or chargeback — the Company reserves the right, at its sole discretion and without further notice, to suspend or restrict access to the Services, accrue late-payment interest, impose a reactivation or administrative fee, re-attempt the charge through any Payment Method on file, and/or terminate the account, all in accordance with the Terms & Conditions.

4. Cancellation

4.1 How to cancel

You may cancel your subscription at any time through your Customer Admin Panel by navigating to the Subscription section, selecting the “Cancel Subscription” option, and confirming the cancellation request. Where the Customer Admin Panel is unavailable or you are unable to complete the in-product cancellation flow, you must send a written cancellation request from your registered email address to hello@daaisuite.com identifying the workspace and the registered account holder. Cancellation takes effect only when confirmed in writing by the Company.

4.2 Effect of cancellation

• Upon cancellation, no further recurring charges shall accrue for any Subscription Term that begins after the effective cancellation date.
• You will continue to have access to the Services until the expiry of your current billing period, along with an additional grace period of seven (7) days following expiry, during which you may export your Customer Data using the export options available within the Services or by written request to the Company. After this grace period, the Company shall have no obligation to retain or provide access to Customer Data, and may delete such data in accordance with the Privacy Policy.
• All payments made prior to cancellation are non-refundable, regardless of the extent of actual usage, account configuration completion, onboarding status, downtime during the term, change in business needs or any other reason.

5. No-Refund Default Position

As a standard policy, all Subscription Fees and other amounts paid to the Company are non-refundable. Refunds, where issued, are exceptional, discretionary, governed by this Policy and the Terms & Conditions, and are at the sole and final authority of ESURGENT PRIVATE LIMITED. Nothing in this Policy creates an entitlement to a refund or an obligation on the Company to issue one.

6. Non-Refundable Charges

The following charges are strictly non-refundable in all cases:

• Recurring Subscription Fees once the relevant Subscription Term has commenced;
• One-time setup, onboarding, training, configuration, customisation, integration, implementation, data-migration and professional-services charges (whether currently offered or introduced in future);
• Charges for add-on modules, additional users, additional storage and other plan upsells, except where a limited pro-rata adjustment is expressly permitted under Section 11;
• Hardware, third-party software, marketplace fees, payment-gateway processing fees and any fees paid to third parties through the Services;
• Charges arising from plans purchased using coupons, vouchers, deep discounts or other promotional pricing — any refund considered under Section 7, if granted, shall be limited to the discounted amount actually paid;
• Charges accrued during any free-trial-to-paid auto-conversion where the Customer failed to cancel before the end of the trial period;
• Charges accrued during a period of suspension or termination resulting from a breach of the Terms & Conditions, fraud, chargeback abuse, sanctions-list match or other Customer fault;
• Applicable taxes, levies and statutory charges that have been remitted to the relevant authority — refunds of such amounts, if any, will be subject to the relevant statutory refund process and the timelines of the relevant authority.

7. Discretionary Refunds — When We May Consider

The Company may, at its sole and final discretion, consider a refund request only where all of the following conditions are satisfied:

1. The request is made by the registered account holder, from the email address on the Customer’s account, within the applicable refund-request window measured from the date of the relevant payment — seven (7) days for monthly plans and thirty (30) days for annual or longer-term plans. Requests received after the applicable window will not be considered, regardless of the reason for the delay.
2. The request is accompanied by sufficient documentary proof of payment, identity and the reason for the request as the Company may reasonably require;
3. The Customer is not in breach of, and has not previously breached, the Terms & Conditions or this Policy;
4. The Customer has not initiated a chargeback, payment reversal or payment-network dispute in respect of the same payment (see Section 10);
5. The reason for the request falls within a category that the Company, in its discretion, considers a genuine exceptional circumstance (typically limited to verified duplicate payments, verified billing errors made by the Company, or such other limited circumstances as the Company may determine).

Meeting these conditions does not create an entitlement to a refund. The Company may decline any request without assigning a reason, and may, where it does grant a refund, do so in whole, in part, on a pro-rata basis for the unused period, or subject to such deductions as the Company considers appropriate (including processing fees, statutory taxes and bank charges).

8. Circumstances in Which Refunds Will Not Be Issued

Without limiting Section 5 or Section 6, refunds will not be issued in any of the following circumstances:

• Failure to cancel the subscription before the next renewal date;
• Failure to cancel the free trial before the end of the 15-day trial period;
• Mid-cycle cancellation of an active subscription;
• Service downtime, interruptions, scheduled or emergency maintenance, third-party-provider outages or any matters beyond the Company’s reasonable control (see Section 12);
• Discontinuation, deprecation, modification or sunsetting of any feature, module, integration or capability by the Company (see Section 13);
• Plan downgrades or reductions in user count, seats, storage or other usage parameters (see Section 11);
• Misuse of the Services, violation of the Terms & Conditions, unlawful activity, breach of acceptable-use restrictions, or any other Customer fault;
• Account suspension or termination by the Company for breach, non-payment, chargeback, fraud, sanctions violation or other prohibited conduct;
• Change in the Customer’s business needs, internal staffing, organisational restructuring or insolvency;
• Dissatisfaction with the Services or particular features, where the Services are substantially in the form represented at the time of subscription;
• Failure of the Customer or its end-users to learn, configure or correctly use the Services;
• Any cause attributable to the Customer’s environment, devices, network, internet connectivity, integrations or third-party services.

9. Duplicate or Erroneous Payments

Where the Customer has, through verified bank or payment-processor records, made a duplicate or clearly erroneous payment to the Company (for example, the same invoice paid twice within a short window through an inadvertent retry), the Company will, on receipt of a written request from the registered account holder accompanied by supporting bank/processor records, reverse the duplicate amount to the original Payment Method, subject to verification, the deduction of any non-refundable processor fees, and the timelines in Section 15. Refunds under this Section are issued as a matter of equitable correction and do not constitute a refund of Subscription Fees for the purposes of Section 7.

10. Chargebacks & Payment Disputes

Initiating a chargeback, payment reversal, NACH return or payment-network dispute without first contacting the Company in good faith and allowing a reasonable opportunity to investigate and resolve the matter constitutes a material breach of the Terms & Conditions. The Company may, at its sole discretion and without prior notice:

• immediately suspend or terminate the Customer’s account, including all associated workspaces, users and sub-accounts;
• withhold, freeze or reverse any pending credits, promotional balances or commission earnings;
• recover the disputed amount, all processing fees, dispute-handling charges, administrative costs and reasonable legal fees from the Customer;
• refuse current and future use of the Services by the Customer, its affiliates and any related Payment Method, email domain or billing address;
• refer the matter to credit-information companies, payment networks, banks, regulators or law enforcement; and
• pursue all remedies available under contract, equity and applicable law.

11. Plan Changes — Upgrades, Downgrades & Add-ons

11.1 Upgrades

Upgrades typically take effect immediately, with a pro-rated charge for the remainder of the current Subscription Term. The Customer is responsible for the pro-rated upgrade amount in addition to all amounts already paid for the current Subscription Term.

11.2 Downgrades

Downgrades take effect at the next renewal date. The Customer remains responsible for the fees applicable to the current Subscription Term in full. No partial refunds, credits or rebates will be issued for a downgrade, reduction in user count, reduction in seats, reduction in storage or removal of optional add-ons during an active Subscription Term. The Company reserves the right to restrict, de-provision or archive features, capacity, integrations, users or storage in excess of the new plan’s limits at the effective downgrade date.

11.3 Add-on charges

Charges for add-on modules, additional users, additional storage and similar add-ons may, at the Company’s sole discretion and on a request that satisfies Section 7, be refunded on a pro-rata basis for the unused period only.

12. Service Interruption & Force Majeure

The Services are provided on an “as-is” and “as-available” basis. Access to the Services may be interrupted for scheduled maintenance, upgrades, unscheduled outages, third-party-provider failures, internet or telecommunications failures, power outages, regulatory orders, cyber attacks, natural disasters, epidemics, acts of government or any other event beyond the Company’s reasonable control.

Unless otherwise agreed under a separate written and signed Service Level Agreement (SLA), the Company makes no guarantees regarding uptime, performance, response time or uninterrupted access, and shall not be liable for any loss, damage, missed deadline or inconvenience caused by such interruptions. No automatic refund, credit, rebate, set-off, fee waiver or extension of the Subscription Term will be issued in respect of such interruptions. Any remedy for service-level shortfalls — where one exists at all — is limited to the remedy expressly set out in a separately signed SLA, and only to that extent.

13. Service Modifications by the Company

The Company reserves the right, in accordance with the Terms & Conditions, to add, modify, restrict, retire, replace, withdraw or discontinue any feature, module, integration, capability, plan, pricing tier or region of availability at any time, with or without notice. No reliance may be placed on the continued availability of any specific feature beyond the current Subscription Term, and no refund, credit or rebate will be issued in respect of any such modification or discontinuance.

14. Refund Request Process & Verification

To request a discretionary refund consideration under Section 7:

1. Send a written request from the registered email address of the account holder to hello@daaisuite.com within the timeline set out in Section 7.
2. Include the workspace / tenant name, account holder name, registered email, payment reference / transaction ID, date and amount of the relevant payment, and a clear statement of the reason for the request.
3. Attach supporting documentary evidence (payment receipt, bank statement extract, identity proof for the registered account holder) as the Company may reasonably require.
4. Cooperate with any verification or anti-fraud checks the Company may carry out, including providing additional documentation, confirming identity from the registered email or telephone number, and answering security questions.

Requests received from email addresses not on the Customer’s account, or that lack the information described above, will not be processed. The Company is not obliged to act on anonymous, third-party or proxy refund requests.

15. Refund Processing Timeline & Destination

• Where a refund is approved by the Company, the relevant amount is typically processed within seven (7) to fifteen (15) business days of approval. Actual receipt of funds by the Customer depends on the Customer’s bank, card network, UPI handler or other payment processor, and is outside the Company’s control. The Company makes no guarantee of receipt within any specific timeframe.
• Refunds will be processed only to the original Payment Method used for the relevant payment, in accordance with applicable Reserve Bank of India guidelines and card-network rules. The Company will not refund to a different bank account, card, UPI handle or wallet.
• Where refund to the original Payment Method is not possible for reasons outside the Company’s control (for example, the card has expired, the bank account is closed, or the original instrument has been deactivated), the Company may, at its discretion, request alternative valid bank details and complete enhanced verification before processing.
• Refunds will be issued through the relevant payment processor (currently Cashfree Payments India Pvt Ltd or such other regulated processor as the Company may engage) or, where appropriate, through bank transfer.
• The Company may deduct processor fees, statutory levies, bank charges and any other amounts properly chargeable in connection with the original payment or the refund from the refund amount.

16. GST, Taxes & Credit Notes

Where a refund is approved, the corresponding GST and any other applicable taxes will be reversed by way of a credit note issued by the Company in accordance with the Goods and Services Tax law. The Customer acknowledges that:

• Any input tax credit (ITC) that the Customer may have claimed on the refunded portion must be reversed by the Customer in accordance with the GST law;
• The Company is entitled to deduct or recover from the refund any TDS or other statutory withholding required by law;
• For Customers outside India, the Company is not responsible for foreign-exchange losses, inter-bank charges, intermediary-bank fees or differences between the original payment exchange rate and the refund exchange rate;
• Records of refunds are retained by the Company for the period required by applicable tax, accounting and audit laws, as described in the Privacy Policy.

17. Refund Abuse & Repeat-Refund Restriction

The Company reserves the right, at its sole discretion, to refuse refund requests where the Customer (or any related entity, email domain, Payment Method or billing address) has previously received one or more discretionary refunds, where the Company suspects a pattern of subscription-and-refund cycling, where the request appears designed to extract value while retaining unauthorised access to the Services, or where the request is otherwise inconsistent with the good-faith use of the Services. Persistent or coordinated refund-seeking may result in permanent refusal of future subscriptions, in addition to the remedies set out in the Terms & Conditions.

18. No Precedent, No Recourse & Final Authority

• No precedent. The grant of any refund (full or partial, on any basis) does not create any entitlement to a refund in any subsequent or similar circumstance, and shall not be cited as a precedent against the Company.
• No recourse after refund. Once a refund (full or partial) has been processed by the Company in respect of a payment, the Customer waives any further claim, demand, remedy or cause of action against the Company in respect of that payment, the underlying subscription period, or the matters cited in the refund request.
• Final authority. All refund decisions are final and at the sole discretion of ESURGENT PRIVATE LIMITED. The Company is not required to assign a reason for any decision. Any communication from the Company about refunds is for customer-service convenience and does not constitute a waiver of this Policy or of the Terms & Conditions.

19. Governing Law & Jurisdiction

This Policy is governed by, construed and enforced in accordance with the laws of India, without regard to its conflict-of-laws principles. Subject to the arbitration and dispute-resolution provisions of the Terms & Conditions, the courts at Ahmedabad, Gujarat, India shall have exclusive jurisdiction over any matter arising in connection with this Policy.

20. Changes to This Policy

The Company reserves the right, at its sole discretion, to update, amend or modify this Policy at any time and for any reason. The latest version will be published on the Site at https://daaisuite.com/refund-cancellation with the “Last updated” date. Significant changes may be additionally notified by email or in-app alerts. Continued use of the Services after any update constitutes acceptance of the revised Policy. Please review this Policy periodically.

21. Contact

For any refund- or cancellation-related question, please contact us using the channels below. To ensure prompt processing, please write from your registered email address and include your workspace / tenant name and payment reference.

Registered Office

ESURGENT PRIVATE LIMITED

509 Pehel, Khoraj,

Gandhinagar, Gujarat 382421

India

Phone: +91-9925277767

Alt. Phone: +91-9227039905

Email Channels

Refunds, Cancellation & General: hello@daaisuite.com

Product Info & Demo: welcome@daaisuite.com

Public Relations & Media: social@daaisuite.com