Refund & Cancellation Policy | NGO ERP Platform

1. Overview

At NGO ERP Platform, we are committed to providing reliable, cloud-based ERP infrastructure to Indian non-profit organizations, charitable trusts, and societies. We maintain a transparent policy regarding subscription payments, renewals, and refunds.

Our services are delivered digitally as a Software-as-a-Service (SaaS) subscription. Once an account is activated, full access to modules, database allocations, and server resources is provisioned immediately.

2. Subscription Cancellation

Voluntary Cancellation: An organization may cancel its subscription renewal at any time through the Admin → My Plan portal or by emailing our support desk at least 48 hours prior to the next billing cycle.
Access After Cancellation: Upon cancellation, your organization will continue to have full access to the ERP platform until the end of the current active paid billing period.
Data Retention: Following expiration or cancellation, tenant data is retained safely for a grace period of 60 days, allowing you to export donor registers, financial ledgers, and official documents before archival.

3. Refund Eligibility Criteria

We provide refunds under the following specific conditions:

A. 7-Day Money-Back Guarantee for New Organizations

If you are a new organization subscribing to any paid plan for the very first time and determine that the platform does not meet your operational requirements, you may request a 100% full refund within 7 calendar days of the initial purchase date.

B. Duplicate or Erroneous Charges

In the event of accidental duplicate payments, incorrect billing deductions, or technical transmission errors originating from the payment gateway, the duplicate amount will be refunded in full without questions.

C. Service Inaccessibility / Extended Outage

If the platform experiences verified unscheduled downtime exceeding 72 consecutive hours that prevents your organization from utilizing core services, a pro-rata credit or refund for that billing month will be issued upon request.

                 Exclusions: Refunds cannot be issued after 7 days of the billing cycle, for subscription renewals that were not cancelled prior to the auto-billing date, or if an account was suspended due to statutory violations or falsification of 80G certificates.
            

4. Processing Timelines & Method

All approved refunds are processed back to the original payment method (e.g., source Bank Account, UPI ID, or Credit/Debit Card) used during the transaction via our payment gateway partner (Razorpay):

Review & Approval: Refund requests are reviewed by our billing team within 24 to 48 business hours.
Bank Settlement: Once approved, the funds typically reflect in the customer's bank account within 5 to 7 business days, depending on the issuing bank's clearing cycle.

5. How to Request a Refund

To request a cancellation or refund, please contact our billing desk with your organization's registered details:

Billing Desk: support@scitw.in

Required Details: Organization Name, Registered DARPAN ID, Invoice/Payment ID (from Razorpay), and reason for cancellation.

Helpline: +91-9682231047