# Refund Policy — Talpro Temp Lifecycle Platform
**Version:** 1.0 (DRAFT — pending counsel review)
**Last updated:** 19 April 2026
**Operator:** Talpro India Pvt. Ltd. · billing@talproindia.com
**Grievance Officer:** Bhaskar Anand · bhaskar@talproindia.com (48h ack · 30d resolve)
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## 0. Statutory framework
This Refund Policy is drafted in compliance with and should be read together with:
- **Consumer Protection Act, 2019** (CPA), especially §2(7), §2(11), §2(34)–(47), §14, §35, §47 and CPA (E-Commerce) Rules, 2020.
- **Sale of Goods Act, 1930** (extended mutatis mutandis to services).
- **Indian Contract Act, 1872** §§10, 73, 74 (compensation for breach, liquidated damages).
- **Payment and Settlement Systems Act, 2007** and RBI Master Directions on refunds (especially refund TAT for failed transactions).
- **RBI Consolidated Directions on Prepaid Payment Instruments** (where tokenised balances apply).
- **Goods and Services Tax laws** (CGST Act, 2017; CGST Rules 2017 Rule 89) — refund of GST credit mechanics.
- **Information Technology Act, 2000** — electronic-record validity of refund claims.
- **Razorpay Terms of Use** for upstream refund constraints.
- **Digital Personal Data Protection Act, 2023** — data-processing implications of refund-related data.
## 1. Scope
This Policy covers refunds of **subscription Fees and other amounts** paid to Talpro by the Agency for access to the Talpro Temp Lifecycle Platform ("Service"). It does **not** cover:
- Statutory amounts (EPF/ESI/PT/LWF/TDS/GST) that the Agency discharges through the Service. Those are not Talpro's money; they flow to regulators. Refunds of such statutory amounts lie with the relevant authority under the respective statute.
- Payroll / payout amounts the Agency disburses to its Workers. Those are Agency-to-Worker wages and not held by Talpro; refunds, re-credits or disputes on those are between Agency and Worker (subject to Payment of Wages Act, 1936 and Code on Wages, 2019).
- Third-party fees (Razorpay platform fees, Meta WhatsApp conversation fees, NIC IRP fees) — handled by the respective provider.
## 2. Plan-level summary
| Plan | Minimum Fee (₹ ex-GST) | Free trial | Refund window |
|---|---|---|---|
| Free | 0 | N/A | N/A (no payment) |
| Starter | 2,999 / mo | 14 days | §3.1 |
| Growth | 9,999 / mo | 14 days | §3.1 |
| Enterprise | 34,999 / mo | 30 days (POC) | §3.2 (bespoke SOW) |
## 3. When we refund
### 3.1 Free trial on monthly plans (Starter / Growth)
- **14-day risk-free trial.** If you cancel within 14 days of initial subscription and you have **not** generated any of the following "value-bound" events, you receive a full refund:
- More than 5 paid timesheets approved.
- More than 1 GST e-invoice generated.
- Any statutory filing (EPF / ESI / PT / GST) filed through the Service.
- Any payroll payout initiated through Razorpay Payouts via the Service.
- Refund credited to the original payment source within 7 business days of the claim's approval.
### 3.2 Enterprise POC
- 30-day bespoke trial governed by the signed Statement of Work (SOW). Refund terms are as agreed in that SOW.
### 3.3 Pro-rata refund for unilateral Talpro outage
- If the Service suffers an outage **caused solely by Talpro** lasting **6 or more consecutive hours in a calendar month**, the Agency may claim pro-rata refund for the downtime window (exclusive of `/v1/healthz` noise under routine deployment).
- Claim window: within 30 days of the affected month.
- Claim channel: email `billing@talproindia.com` with timestamps and affected-user impact; we cross-check our Uptime Kuma and Prahari records.
- Credit issued as: (a) service credit against next invoice (default), or (b) cash refund to original source if the Agency has terminated (processed within 14 business days).
### 3.4 Failed transactions
- If your payment is debited but the Service does not recognise the transaction within 60 minutes, Razorpay's RBI-mandated auto-refund timeline applies. In practice: **T+3 working days** (card), **T+1** (UPI), **T+5** (netbanking) for the bank to credit back.
- Track via your Razorpay dashboard or email `billing@talproindia.com` with the Razorpay Payment ID.
### 3.5 Duplicate charges
- Accidental duplicate debits are refunded in full within 5 business days of verification.
### 3.6 Mistaken upgrade / incorrect plan selection
- If you upgraded within the past 72 hours and have not used the upgraded-tier features, you may request plan reversion with pro-rata refund of the difference, on discretion.
### 3.7 Onboarding-blocker refund
- If within the first 7 days of paid subscription you demonstrate that a Talpro-side defect prevented you from completing onboarding (e.g., KYC integration broken, webhook non-functional), and the defect was not resolved within 5 business days of your support ticket, you may claim 100% refund. The burden of the defect evidence rests with you (logs, ticket IDs, reproduction steps).
## 4. When we do NOT refund
The following are **non-refundable** except where non-refundability is void under the Consumer Protection Act, 2019:
- Voluntary termination by the Agency mid-cycle (no pro-rata for the current month, except §3.3).
- Downgrades (credit applied to future invoices, not cash).
- Usage-based charges (per-employee Fees) already consumed in a billing period.
- One-time implementation, training, migration, or professional-services charges once delivered.
- Charges accrued through integrations the Agency self-configured incorrectly (e.g., wrong GSTIN, wrong EPFO code) where the Service worked as specified.
- Penalty / late-fee / interest amounts imposed by regulators on the Agency — those are statutory and not refundable by Talpro.
- Add-ons (SMS / WhatsApp conversation bundles) consumed in whole or in part.
- Termination by Talpro for breach (§6.1 of Terms of Service).
- Any amount refunded to the Agency that is later reversed by a chargeback or bank claw-back — Agency will repay Talpro on 7 days' notice.
- Force majeure-related service disruption (§18 Terms of Service).
- Third-party fees levied by Razorpay, Meta, NIC, EPFO, ESIC or other processors — seek those from the respective provider.
## 5. How to request a refund
1. **Email** `billing@talproindia.com` with subject `Refund request — <Agency name> — <Razorpay Payment ID>`.
2. **Attach** the invoice number, Razorpay Payment ID, date, amount, reason, and supporting evidence (support-ticket IDs, Uptime Kuma URL, logs, screenshots).
3. **Acknowledgement:** within **48 hours** (business days).
4. **Decision:** within **10 business days** of a complete claim.
5. **Refund credit** (if approved): to the original payment source within **7 business days** of the decision.
6. You receive a **Credit Note** for GST purposes adjusted under CGST §34 / Rule 53 where applicable, reducing your Input Tax Credit in the month of the credit note.
## 6. GST and tax treatment
- Refunds reduce the original taxable value. A Credit Note is issued per CGST §34.
- If a refund follows after the filing of the original return (GSTR-1 / GSTR-3B), Credit Note adjustment is done in the tax period of issue per CGST Rule 53.
- For cross-state supplies, IGST adjustments follow IGST Act, 2017.
- If you deducted TDS on the original invoice, the refund is of the **gross** amount, and you are responsible for reversing the TDS credit in your own return.
## 7. Chargebacks
- Raise disputes through our refund process first — chargebacks should be the last resort.
- Unjustified chargebacks may lead to (a) the disputed amount being debited from the next invoice, (b) account suspension pending resolution, (c) loss of good-standing discounts.
- If a chargeback is decided against us, we abide by the decision and do not retaliate.
## 8. Consumer protection
**8.1** If you are a "consumer" within the meaning of CPA §2(7) you retain all statutory rights. Nothing in this Policy waives those rights.
**8.2** You may approach the **District / State / National Consumer Disputes Redressal Commission** with a complaint within **two years** of the cause of action (CPA §69).
**8.3** You may also approach the **Data Protection Board of India** for privacy-related grievances under DPDP §27, without prejudice to consumer remedies.
**8.4** We provide an online complaint tracker at `/v1/admin/grievances` (inside the Agency portal) and on request to consumers by email.
## 9. Force majeure
Refunds are neither accelerated nor accrued due to Force Majeure Events (§18 Terms of Service). If a Force Majeure Event persists more than 60 days, the Agency may terminate and receive a pro-rata refund of unearned pre-paid Fees per §18.2 Terms of Service.
## 10. Amendments
Talpro may amend this Policy by ≥30 days' prior notice (email + in-app banner) for material changes. Amendments apply prospectively and do not affect refund requests for billing periods that preceded the amendment.
## 11. Grievance redressal and escalation
| Level | Channel | SLA |
|---|---|---|
| L1 | `billing@talproindia.com` | 48h ack · 10 bd decision |
| L2 | Grievance Officer Bhaskar Anand · bhaskar@talproindia.com | 30 days per CPA §14 / DPDP §14 |
| L3 | Consumer Commission (District / State / National) | Statutory |
| L3 | Data Protection Board of India | Statutory |
| L3 | Mediation under Mediation Act, 2023 | As agreed |
| L4 | Arbitration under Terms of Service §19 | Final and binding |
## 12. Contact
- **Billing / refunds:** billing@talproindia.com
- **Grievance Officer:** Bhaskar Anand · bhaskar@talproindia.com · +91-[TBF]
- **Support:** support@talproindia.com
- **Legal / notices:** legal@talproindia.com
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*Drafted by Talpro CTO legal-function in autonomous mode. Requires counsel review before public deployment. Maintain version history in `docs/legal/CHANGELOG.md`.*