Cancellation And Refund Policy

1. PURPOSE

This Cancellation and Refund Policy (“Policy“) defines the rules governing cancellation, termination, billing adjustments, refund eligibility, and related payment matters for Mera Work services provided by AAPNA INFOHEEK PRIVATE LIMITED (“AAPNA“, “Company“, “we“, “our“, or “us“).

This Policy applies to Mera Work services provided through:

• Cloud-hosted (SaaS) subscriptions;
• Customer-hosted (On-Premise) software licences;
• Annual Maintenance & Support (AMS);
• Add-on services; and
• other related services,

unless different terms are expressly agreed in writing.

This Policy should be read together with the Mera Work Terms of Service, Service Level Agreement (SLA), Privacy Policy, Shipping and Exchange Policy, and any other applicable policies or written commercial terms.

2. COMMERCIAL MODELS

Mera Work may be provided under different commercial arrangements, including:

2.1 SaaS Subscriptions

SaaS subscriptions may be offered on:

• monthly billing cycles;
• annual billing cycles;
• multi-year arrangements; or
• enterprise subscription arrangements.

Subscription fees are generally payable in advance unless otherwise agreed in writing.

2.2 On-Premise Licences

On-Premise deployments may be provided under a software licence for a defined License Term.

The Customer may also subscribe to Annual Maintenance & Support (“AMS“) or other support services.

Licence fees, AMS fees, implementation fees, and other charges are payable in accordance with the applicable commercial terms.

3. CANCELLATION BY CUSTOMER

Customers may request cancellation by submitting a written cancellation request through an authorised communication channel.

Cancellation requests may be submitted through:

• registered email;
• Customer support portal;
• authorised account representative; or
• other communication channels notified by AAPNA.

For SaaS subscriptions, cancellation shall generally take effect at the end of the current billing or Subscription Term, unless otherwise agreed in writing.

For On-Premise deployments, termination or expiry of the software licence and applicable AMS shall be governed by the applicable License Term and commercial terms.

The Customer remains responsible for all payment obligations incurred before the effective cancellation or termination date.

4. NOTICE PERIOD

Unless otherwise specified in the applicable commercial terms:

Monthly SaaS Subscriptions

A minimum notice period of seven (7) calendar days before the renewal date is required.

Annual SaaS Subscriptions

A minimum notice period of thirty (30) calendar days before the renewal date is required.

On-Premise Licences and AMS

The applicable License Term, AMS Term, renewal period, and notice requirements shall be determined by the applicable commercial arrangement.

Where the Customer does not provide the required notice before renewal, the applicable service or support arrangement may renew in accordance with the agreed terms.

5. REFUND ELIGIBILITY

Refunds are not automatic and may be considered only where permitted under this Policy or the applicable written commercial terms.

Refunds may be considered in circumstances including:

• billing errors attributable to AAPNA;
• duplicate payments;
• material service unavailability attributable solely to AAPNA, where a refund is expressly applicable;
• approved early termination of an annual or multi-year SaaS subscription;
• cancellation before service activation, where applicable; or
• other circumstances expressly approved by AAPNA.

Refund eligibility shall be determined based on the applicable service, the circumstances of the request, the applicable commercial terms, and any separately agreed written agreement.

6. SAAS SUBSCRIPTION REFUNDS

For SaaS subscriptions, where a refund is approved, AAPNA may calculate the refund based on the unused portion of the applicable subscription period, subject to applicable deductions.

Applicable deductions may include:

• subscription usage already consumed;
• applicable taxes;
• payment gateway or payment processing charges;
• administrative charges;
• third-party charges; and
• other non-refundable amounts.

The calculation of any refund shall be determined by AAPNA based on the applicable billing arrangement and circumstances.

7. ON-PREMISE LICENCE AND AMS REFUNDS

For On-Premise deployments, licence fees, AMS fees, implementation fees, and other charges are generally non-refundable once the relevant software, licence, support, or services have been delivered or made available.

Where an early termination or refund is expressly approved, any refund shall be determined based on:

• the applicable License Term;
• AMS Term;
• services already delivered;
• implementation or deployment status;
• software already supplied or installed;
• usage or entitlement already provided;
• applicable taxes and deductions; and
• the specific commercial arrangement.

AAPNA may, at its discretion, provide a credit, refund, or other commercial adjustment where appropriate.

8. NON-REFUNDABLE CHARGES

Unless otherwise agreed in writing, the following charges are generally non-refundable once the relevant service has been delivered or performed:

• setup fees;
• onboarding fees;
• implementation fees;
• installation fees;
• configuration services;
• customisation services;
• Professional Services;
• consulting services;
• training services;
• data migration services;
• third-party software licences;
• third-party services;
• third-party integrations;
• payment processing charges;
• subscription periods already consumed;
• licence periods already commenced or consumed;
• AMS periods already commenced or consumed;
• additional user licences already activated; and
• other services already delivered.

9. SUBSCRIPTION PLAN CHANGES

Customers may request changes to their SaaS subscription plans subject to the applicable commercial terms.

Plan Upgrades
Plan upgrades may take effect immediately upon confirmation of the applicable additional payment or commercial approval.

Plan Downgrades
Plan downgrades may take effect at the end of the current billing period or Subscription Term.

Additional User Licences
Additional user licences may be activated upon confirmation of the applicable payment or commercial approval.

Reduction in User Licences
Reductions in user licences may take effect at the next billing period or renewal period.

Unless otherwise agreed in writing, no refund shall be provided for unused user licences during an active billing period.

10. ON-PREMISE LICENCE CHANGES

For On-Premise deployments, changes to:

• authorised users;
• licensed quantities;
• installations;
• environments;
• licence scope; or
• other licensing parameters

may require additional fees, licence modifications, updated licence credentials, or technical changes.

Any applicable charges shall be determined in accordance with the applicable commercial terms.

Fees paid for licences already delivered or activated are generally non-refundable.

11. CANCELLATION OR TERMINATION BY AAPNA

AAPNA may suspend or terminate access to Mera Work or terminate applicable Services where permitted under the Terms of Service or applicable written commercial terms, including circumstances involving:

• non-payment;
• material breach of applicable terms;
• misuse of Mera Work;
• unauthorised access;
• security risks;
• unlawful use;
• violation of applicable laws;
• material contractual breach;
• legal or regulatory requirements; or
• circumstances that materially threaten the security, integrity, or operation of Mera Work.

Where cancellation or termination results from the Customer’s breach, misuse, non-payment, or violation of applicable terms, fees already paid shall generally not be refundable.

Any outstanding payment obligations shall remain payable.

12. BILLING ERRORS AND DUPLICATE PAYMENTS

If the Customer believes that a billing error or duplicate payment has occurred, the Customer should notify AAPNA within seven (7) calendar days from the date of the relevant transaction.

Following verification, AAPNA may:

• correct the billing error;
• issue a refund;
• provide a credit adjustment; or
• make another appropriate billing adjustment.

13. SERVICE AVAILABILITY AND SERVICE CREDITS

For eligible SaaS subscriptions, service availability and applicable Service Credits are governed by the Mera Work Service Level Agreement (SLA).

Where a Service Credit is applicable, it will generally be provided as a credit against future invoices and will not be paid as cash unless otherwise required by applicable law or expressly agreed in writing.

Service Credits are not applicable to Customer-hosted On-Premise deployments unless expressly agreed in writing.

Service Credits and refunds are separate remedies and shall not result in duplicate compensation for the same event.

14. REFUND PROCESSING

Where a refund is approved, AAPNA shall generally process the refund within seven (7) to fourteen (14) Business Days from the date of approval.

The actual time required for the refund to appear in the Customer’s account may depend on:

• banking institutions;
• payment gateways;
• card issuers;
• payment processors; or
• other financial institutions.

AAPNA shall not be responsible for delays caused by financial institutions or payment processors outside its reasonable control.

15. MODE OF REFUND

Where a refund is approved, AAPNA may issue the refund through:

• the original payment method;
• bank transfer;
• credit adjustment to the Customer account; or
• another commercially appropriate method.

The refund method shall be determined by AAPNA based on operational feasibility, payment method, and applicable requirements.

16. TAXES AND STATUTORY DEDUCTIONS

Any refund shall be subject to applicable:

• taxes;
• statutory deductions;
• payment processing charges;
• non-recoverable taxes; and
• other applicable third-party charges.

AAPNA may deduct amounts that cannot reasonably be recovered from the applicable refund.

17. NO REFUND FOR NON-USE

Failure by the Customer or its Authorised Users to use Mera Work during an active subscription or licence period does not, by itself, create a right to a refund.

This includes situations where:

• the Customer does not deploy the software;
• users do not access the Platform;
• the Customer does not use all purchased licences;
• the Customer delays implementation;
• the Customer’s internal project is delayed; or
• the Customer does not utilise available features.

The Customer remains responsible for applicable fees during the committed Subscription Term or License Term.

18. IMPLEMENTATION AND CUSTOMER-CAUSED DELAYS

Where implementation, onboarding, configuration, migration, or deployment has commenced, Customer delays or failure to provide required:

• infrastructure;
• access;
• information;
• approvals;
• personnel;
• technical resources; or
• cooperation

shall not automatically create a right to cancellation or refund.

Implementation or Professional Services fees already incurred or delivered shall generally remain non-refundable.

19. THIRD-PARTY SERVICES

Where Mera Work uses or integrates with third-party services, third-party software, payment gateways, infrastructure, or other external services, fees paid for such third-party services may be non-refundable.

AAPNA shall not be responsible for refunding charges imposed by third parties where the applicable third-party terms do not provide for a refund.

20. FORCE MAJEURE

AAPNA shall not be liable to provide refunds for service interruptions, delays, or failures caused by events beyond its reasonable control, including:

• natural disasters;
• power failures;
• internet or telecommunications outages;
• government actions;
• labour disputes;
• cyber incidents outside AAPNA’s reasonable control;
• pandemics;
• failures of public utilities; or
• other Force Majeure Events.

Any refund or credit in such circumstances shall be determined at AAPNA’s discretion, subject to applicable law and any applicable written commercial terms.

21. DISPUTES RELATING TO CANCELLATION OR REFUNDS

If the Customer disputes a cancellation, billing adjustment, or refund decision, the Customer should first contact AAPNA through its authorised communication channels and provide:

• Customer account information;
• invoice or transaction details;
• relevant dates;
• amount in dispute; and
• supporting information.

AAPNA will review the matter and communicate its decision or proposed resolution.

If the dispute cannot be resolved through good-faith discussions, the matter shall be governed by the dispute resolution and jurisdiction provisions applicable under the Mera Work Terms of Service or any applicable written agreement.

22. ENTERPRISE AND CUSTOM COMMERCIAL TERMS

Enterprise Customers may have specific cancellation, termination, refund, payment, or commercial provisions under separately executed written agreements.

Where a Customer has entered into a valid written agreement with AAPNA containing specific provisions regarding:

• cancellation;
• termination;
• refunds;
• renewal;
• notice periods;
• payment;
• licence fees;
• AMS fees; or
• other commercial matters,

those specific written terms shall apply to that Customer to the extent of any inconsistency with this Policy.

23. CHANGES TO THIS POLICY

AAPNA may update this Cancellation and Refund Policy from time to time to reflect:

• changes to Mera Work;
• changes in commercial practices;
• changes in payment methods;
• changes in applicable laws;
• changes in business operations; or
• other regulatory or operational requirements.

Updated versions will be published on the official Mera Work website with the revised “Last Updated” date.

Where required by applicable law, AAPNA may provide additional notice regarding material changes.

Continued use of Mera Work following publication of an updated Policy shall constitute acceptance of the revised Policy to the extent permitted by applicable law.

24. CONTACT US

For questions relating to cancellation, billing, or refunds, please contact:

AAPNA INFOTHEEK PRIVATE LIMITED
Email: support@mera.work
Website: https://mera.work