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Refunds, Returns and Cancellations Policy

Last updated: 23 December 2025

This Refunds, Returns and Cancellations Policy (“Policy”) explains how subscription cancellations and refunds work for the KAVACH platform operated by Pipe Dream eSolutions OPC Private Limited (“KAVACH”, “we”, “us”, “our”).

KAVACH is a digital Software as a Service (SaaS) platform. We do not sell physical goods, so “returns” here refer to subscription reversals or refunds for digital services only.

This Policy applies to all KAVACH plans (Free, Pro, Studio) purchased:

  • Directly via our web app using Razorpay, or
  • Via supported app stores or payment partners (where applicable).

1. Plan Types and Nature of Service

  • Free Plan – no fees; limited features and uploads.
  • Pro Plan – paid subscription for individual creators.
  • Studio Plan – paid subscription for agencies, teams, or heavy users.

All paid plans are prepaid digital subscriptions, billed monthly or annually. Once active, they provide immediate access to features and cannot be “returned” like physical goods.

2. Cancellations

2.1 How to Cancel

You can cancel your paid subscription at any time:

  • Via your KAVACH account settings (billing/subscription section), or
  • Via the relevant app store or payment partner if you subscribed there.

If you face issues, contact: support@pdesol.in.

2.2 Effective Date of Cancellation

  • Cancellation takes effect at the end of the current billing period (monthly or annual).
  • You continue to have access to the paid features until that period ends.
  • After that, your account will usually be downgraded to the Free plan.

2.3 Effect on Existing Certificates and Content

  • Existing proof records (hashes, timestamps, certificates) generated during your active subscription remain valid and generally accessible in read only form, subject to storage and legal limits.
  • After downgrade, you may not be able to create new proofs or use Pro/Studio features until you re subscribe.

Deleting your account is different from cancelling a subscription (see Section 6).

3. Refunds

Because KAVACH is a digital subscription that becomes usable immediately upon activation, our default stance is no automatic refunds once a billing period starts, except as described below or where required by law.

3.1 General Refund Rules

  • Monthly subscriptions:
    • Once a monthly billing cycle has started and payment is successful, fees are generally non refundable.
  • Yearly subscriptions:
    • We may, at our discretion or where required by law, offer a limited refund window (e.g., 7 days from purchase/renewal) if:
      • You have experienced a material, documented technical issue that prevented use of core features and
      • Our support team cannot resolve it within a reasonable timeframe.

Any refund granted is a goodwill gesture or compliance with local consumer laws, not an ongoing obligation.

3.2 Situations Where Refunds Are Typically Not Provided

We normally do not issue refunds in the following cases:

  • You changed your mind or no longer need the Service.
  • You forgot to cancel before the renewal date.
  • You did not use the Service or used it minimally during the billing period.
  • You purchased a plan believing it had a feature that is not part of that plan but is clearly documented in our pricing/feature pages.
  • Your account was suspended or terminated for violation of our Terms of Use (e.g., illegal content, abuse).

Local consumer law rights (e.g., cooling off periods in some jurisdictions for digital services) may still apply and override some of the above; those statutory rights will prevail where they cannot be waived.

3.3 How Refunds Are Issued (Razorpay / Payment Partners)

  • When a refund is approved, we instruct Razorpay (or the relevant payment provider) to process it back to your original payment method, in line with their rules.
  • Razorpay generally does not charge an extra processing fee for the act of refunding, but the original transaction fee and GST charged at the time of payment are usually not refundable to us, and therefore not to you.
  • Depending on your bank or card provider, it may take 5–7 business days (or more) for the refunded amount to reflect in your account.

If you subscribed through an app store, refunds may need to be requested directly from that store, subject to their policies.

4. How to Request a Refund

If you believe you qualify for a refund under this Policy or under applicable law:

  1. Email support@pdesol.in with:
    • Your KAVACH account email.
    • The payment reference (Razorpay payment ID, transaction ID, or app store receipt).
    • The date of the charge.
    • A brief description of the issue and why you are requesting a refund.
  2. Our team will review your request, which may include:
    • Checking usage logs and error reports.
    • Asking for more details or screenshots.
  3. We will respond with a decision or follow up questions within a reasonable timeframe (for example, 5–10 business days), subject to workload and complexity.

We reserve the right to deny refunds that do not meet this Policy or applicable law.

5. Plan Changes (Upgrades and Downgrades)

5.1 Upgrades

  • If you upgrade (e.g., Free → Pro, Pro → Studio):
    • The higher plan usually takes effect immediately.
    • Charges may apply depending on your payment provider and region.

5.2 Downgrades

  • If you downgrade (e.g., Studio → Pro, Pro → Free), the downgrade normally becomes effective at the next renewal date, and no refund is provided for unused time on the higher plan unless required by law.

6. Account Deletion vs Cancellation

  • Cancellation stops future renewals but keeps your account and past records intact (with feature limits based on your new plan).
  • Deletion permanently removes your account and, subject to legal and technical limits, may delete your Content and certificates.

Because KAVACH is used for evidence and IP support, deleting Content may permanently remove important proof. We strongly recommend downloading the certificate and consulting with legal counsel before requesting full deletion if you rely on KAVACH records in ongoing or anticipated disputes.

7. Chargebacks and Payment Disputes

If you dispute a charge (chargeback) with your bank or card provider:

  • Your access to the Service may be temporarily suspended while we investigate.
  • If the dispute is resolved in your favour, we will work with Razorpay/payment partners as needed to restore access.
  • If the dispute is resolved against us (without you following this Policy), we may treat it as a violation of the Terms and may restrict future access or require non refundable prepayment.

Whenever possible, contact us first at support@pdesol.in so we can try to resolve billing issues directly and quickly.

8. Compliance with Consumer Laws

KAVACH aims to comply with applicable consumer laws, including India’s Consumer Protection Act and, where relevant, EU/UK and other jurisdictions’ digital content rules.

  • If you are in a jurisdiction that provides mandatory cooling off periods or specific refund rights for digital services, those rights will apply in addition to this Policy, and where there is a conflict, the mandatory law prevails.
  • This Policy is intended to clarify our typical approach and does not reduce your statutory rights.

9. Changes to This Policy

We may update this Policy from time to time. When we do:

  • We will update the “Last updated” date at the top.
  • For material changes, we will provide reasonable notice (for example, via email or in app notification), especially if they affect future refunds or cancellations.

Your continued use of KAVACH after an updated Policy becomes effective means you accept it.

10. Contact Us

If you have questions about cancellations, refunds, or this Policy, contact:

  • Email: support@pdesol.in
  • Company: Pipe Dream eSolutions OPC Private Limited