Cancellation & Refund Policy

1. Introduction

This Cancellation and Refund Policy ("Policy") explains how Customers may cancel a Subscription and the circumstances in which Hatio Innovations Private Limited, a company incorporated under the Companies Act, 2013 (CIN: U72900KL2017PTC084328), having its registered office at MS Arcade Bl. No. 506/E3, Kaipadamugal, Vadacode P.O., Ernakulam, Kerala – 682021, India ("Hatio", "Invoice Sparrow", "we", "our" or "us"), may issue refunds or pro-rata adjustments for fees paid for Subscriptions to Invoice Sparrow and the related websites, applications and services (collectively, the "Services").

This Policy should be read together with our Terms and Conditions and our Privacy Policy. Capitalised terms used in this Policy but not defined herein have the meanings assigned to them in the Terms and Conditions.

This Policy is incorporated into and forms part of our Terms and Conditions. By purchasing or renewing a Subscription, you acknowledge that you have read and understood this Policy.

2. Scope of this Policy

This Policy applies only to the cancellation of Subscriptions and to Subscription fees paid by the Customer to Hatio for access to and use of the Services.

This Policy does not apply to:

• payments made by the Customer's customers or payers to the Customer through supported Payment Processors;
• fees, charges or commissions levied by Payment Processors or other Third-Party Services; or
• any amounts paid under a separate written agreement with Hatio, which shall be governed by the terms of that agreement.

3. Cancellation

3.1 How to Cancel

The Customer may cancel its Subscription at any time through the account management features of the Services or by following any other cancellation process made available by Hatio.

To avoid being charged for the next Subscription Term, the Customer must cancel before the applicable renewal date. Subscriptions automatically renew for successive Subscription Terms unless cancelled before that date.

3.2 When Cancellation Takes Effect

Unless otherwise expressly stated, cancellation takes effect at the end of the current Subscription Term. Cancellation prevents future renewals of the Subscription but does not end the current Subscription Term early.

3.3 Access and Data After Cancellation

Following cancellation:

• the Customer will continue to have access to the Services until the end of the current Subscription Term;
• upon expiry of the Subscription Term, the Customer's right to access and use the Services shall cease and Hatio may disable or close the Customer's Account; and
• subject to Applicable Laws, Hatio will make Customer Data available for export for a period of up to thirty (30) days following termination, after which Customer Data may be deleted or anonymised in accordance with Hatio's data retention practices.

The Customer is responsible for exporting any Customer Data it wishes to retain within that period.

3.4 Suspension or Termination by Hatio

Hatio may suspend or terminate a Subscription in the circumstances described in Sections 7.1 and 7.2 of the Terms and Conditions. Suspension of the Services does not relieve the Customer of its obligation to pay any fees that remain due under the applicable Subscription.

4. Refunds

4.1 Non-Refundable Fees

Consistent with Section 3.4 of the Terms and Conditions, and except where required by Applicable Laws, expressly agreed by Hatio in writing or set out in Section 4.3 of this Policy, Subscription fees are non-refundable.

4.2 Mid-Subscription Cancellation

Hatio does not generally provide a refund where the Customer terminates or cancels its Account or Subscription in the middle of a Subscription Term. No refund or credit will be issued for any unused portion of the current Subscription Term.

4.3 Exceptions

The Customer may be eligible for a refund or a pro-rata adjustment of prepaid Subscription fees where:

• Material breach by Hatio: the Customer terminates its Account because Hatio has committed a material breach of the Terms and Conditions that remains unaddressed after the Customer has notified Hatio of the breach and allowed a reasonable period to remedy it; or
• Renewal charge made in error: an automatic renewal charge was made in error.

Each request under this Section is reviewed on a case-by-case basis upon the Customer contacting support in accordance with Section 5. Where a refund or pro-rata adjustment is approved, it shall be calculated by reference to the unused portion of the prepaid Subscription Term, unless Hatio determines otherwise in writing.

4.4 Upgrades, Downgrades and Price Changes

Unless otherwise specified, changes to a Subscription take effect at the commencement of the next applicable billing cycle, as described in the Terms and Conditions.

Accordingly, a downgrade of a Subscription during a Subscription Term does not entitle the Customer to a refund of any difference in fees for the remainder of that Subscription Term.

4.5 Taxes

Where a refund is approved, any goods and services tax (GST) or other applicable taxes charged on the refunded amount will be adjusted in accordance with Applicable Laws, including through the issue of a credit note where required.

5. Requesting a Refund

5.1 How to Submit a Request

To request a refund or pro-rata adjustment, the Customer must contact us using the contact details provided at the end of this Policy and include:

• the name and registered email address associated with the Account;
• the invoice number or payment receipt relating to the charge;
• the date and amount of the charge; and
• a brief description of the reason for the request, together with any supporting information.

Incomplete requests may delay the review process.

5.2 Review of Requests

Hatio will review each request in good faith and may request additional information where reasonably necessary to assess the request.

Hatio will notify the Customer of its decision by email. Hatio's decision will be made in accordance with this Policy, the Terms and Conditions and Applicable Laws.

5.3 Processing Time

Approved refunds will be processed to the original payment method used for the relevant charge.

Approved refunds typically take five (5) to ten (10) business days to settle back into the Customer's original bank or card account. Actual settlement times may vary depending on the Customer's bank, card issuer or the applicable Payment Processor, which are outside Hatio's reasonable control.

6. Payments Received Through the Services

As described in Section 4.4 of the Terms and Conditions, Hatio does not receive, hold, control, settle or transfer funds belonging to the Customer or its customers.

Accordingly, Hatio is not responsible for issuing refunds for payments made by the Customer's customers or payers through supported Payment Processors. Any such refunds must be initiated by the Customer directly through the applicable Payment Processor and are subject to that Payment Processor's terms and conditions.

7. Chargebacks and Payment Disputes

We encourage Customers to contact us before initiating a chargeback or payment dispute with their bank or card issuer, so that we can review the matter and, where appropriate, resolve it under this Policy.

Where a chargeback or payment dispute is initiated in respect of Subscription fees, Hatio may suspend access to the Services in accordance with the Terms and Conditions while the matter is being resolved.

8. Changes to this Policy

We may update this Policy from time to time to reflect changes to the Services, Applicable Laws or our business practices.

Where we make material changes, we will provide reasonable notice through the Services, by email or by other appropriate means.

The updated Policy will become effective on the date specified at the beginning of this Policy and will apply to cancellations and charges made on or after that date.

9. Contact Us

If you have any questions about this Policy, wish to cancel your Subscription or wish to request a refund, please contact us at: