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Kwala Intel Refund and Cancellation Policy (India)

Effective Date: October, 2026

1. Scope

1.1 This Refund and Cancellation Policy (“Policy”) sets out the terms on which a Subscription to the Kwala Intel platform (the “Platform”) may be cancelled and a Subscription fee refunded. It forms part of, and is to be read with, the General Terms and Conditions. Capitalised terms not defined here have the meanings given to them there. A Subscription fee buys a limited licence to access the Platform's software and features for the Billing Cycle selected, and is not a payment for any goods, security, financial product or asset. It is not an investment, a deposit or a contribution to any scheme or arrangement, and it is not held for you or invested on your behalf (Clause 4.4 of the General Terms and Conditions). Where you use the Platform on a free plan, no fee is payable and no question of refund arises.

2. Cancellation

2.1 You may cancel a paid Subscription at any time through your account settings or by writing to [email protected]. Cancellation stops auto-renewal and takes effect at the end of your current Billing Cycle; you keep access until then. There is no lock-in and no cancellation charge. If a renewal payment fails, we will try again and let you know; if it still cannot be collected, your Subscription will simply not renew and you will lose paid-feature access, with no charge either way.

2.2 Refund windows. If you cancel a monthly Subscription within twenty-four (24) hours of a charge, we refund that charge in full. If you cancel an annual Subscription within seven (7) days of a charge, we refund that charge in full. These windows apply to the first charge and to every renewal charge. Where we refund a charge under this Clause 2.2, your access to paid features for that Billing Cycle ends when the refund is processed. Except as set out in Clause 3, outside these windows the fee is not refundable: it is charged in advance for the whole Billing Cycle and you retain full access for the whole cycle, so no partial or pro-rata refund is issued for the unused part of a cycle. For an annual Subscription that began before the Effective Date of this version of the Policy, the refund terms in force when it began continue to apply to that Billing Cycle.

3. When We Will Refund You

3.1 Notwithstanding the above, we will issue a full or partial refund where:

  • you were charged twice for the same Billing Cycle by error;
  • a payment was collected but your Subscription was never activated because of a fault on our end;
  • a payment was unauthorised, once confirmed with our payment provider;
  • you were charged after a cancellation you validly submitted beforehand;
  • you were charged the wrong amount;
  • we end your access for a reason other than your breach, or discontinue the Platform;
  • we make a change that is material and adverse to you and you cancel within thirty (30) days of it taking effect; or
  • we suspend or end access under the force majeure clause of the General Terms and Conditions.

3.2 To request a refund, write to [email protected] with the date, amount and a short description of the issue. We will acknowledge within twenty-four (24) hours and decide within fifteen (15) days. Where the issue is apparent from our own records — a duplicate charge, a charge after a valid cancellation, a wrong amount, or a payment collected without activation — we will not wait out that period, and will initiate the refund as soon as our records confirm the error. An approved refund is paid to the original payment method, in Indian Rupees and including any tax charged (with a credit note issued where required under Goods and Services Tax law), usually within five (5) business days of approval; the time it then takes to reach you depends on your bank or card issuer.

4. Disputes and Chargebacks

4.1 If you believe a charge is incorrect, you should contact us in the first instance at [email protected], as this is typically resolved more quickly than a chargeback, and the grounds for a refund set out in Clause 3 apply in any event. We do not levy any fee in connection with a dispute or a chargeback and do not pass on to you any charge levied on us by a payment provider in connection with a dispute, and the raising of a dispute is not treated as a breach of the General Terms and Conditions. This Clause does not affect your right to raise a dispute with your bank or card issuer.

5. Grievances and Your Rights

5.1 If you are dissatisfied with how a request has been handled, you may write to the Grievance Officer at [email protected] (see Clause 20 of the General Terms and Conditions). Nothing in this Policy limits any right available to you under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020.

6. Changes to This Policy

6.1 We may update this Policy from time to time. A material change will be notified to your registered email address and, where it is adverse to you, will take effect no earlier than thirty (30) days after that notice (with the exit right in Clause 6.5 of the General Terms and Conditions), and will not affect a refund request already submitted before the change.

Questions about these documents? Write to [email protected].