Refund Policy

1 Policy Overview

PinHR. provides software-as-a-service (SaaS) solutions. As with most SaaS products, our service fees are generally non-refundable once the billing period has commenced, as our infrastructure and support costs are incurred immediately.

However, we understand that situations arise where a refund may be warranted. This policy describes those situations clearly and the process for requesting a refund. Our goal is to be fair to both you and our business.

2 Eligible Refund Cases

PinHR will process refunds in the following situations:

• Technical Non-Delivery: If you were billed but our platform was completely inaccessible for more than 72 consecutive hours due to our infrastructure failure (not planned maintenance).
• Duplicate Charges: If your account was charged more than once for the same billing period due to a payment processing error on our side.
• Incorrect Billing: If you were charged an amount different from what was agreed or displayed during checkout.
• Annual Plan — Early Cancellation: If you cancel an annual plan within 30 days of purchase and have used the platform for fewer than 15 days, a pro-rated refund may be issued (see Section 6).
• Significant Feature Failure: If a core feature (e.g., payroll processing, payslip generation) fails persistently for more than 7 days despite our support team's efforts, and this substantially impacts your HR operations.
• Accidental Upgrade: If an account administrator accidentally upgraded to a higher plan, a refund for the difference may be issued within 48 hours of the upgrade.

3 Non-Eligible Refund Cases

Refunds will NOT be issued in the following circumstances:

• Monthly subscriptions once the billing period has started (regardless of usage)
• Annual subscriptions cancelled after 30 days from the purchase date
• Cancellation due to change of business plans, company restructuring, or preference changes
• Dissatisfaction with features that were accurately described in our product documentation
• Service disruptions caused by third-party services (internet providers, biometric devices, etc.)
• Downtime during scheduled maintenance communicated in advance
• Add-on purchases (extra storage, custom reports, API credits) once utilized
• Accounts suspended due to Terms of Service violations
• Failure to use the platform — unused subscription periods are not refundable

4 Refund Eligibility Schedule

Reference this table to quickly determine your refund eligibility:

5 How to Request a Refund

Follow these steps to submit a refund request:

6 Annual Plan Refunds

Annual subscriptions offer the best value and are generally considered final purchases. However, we apply a 30-day satisfaction window:

• Cancellation within Days 1–30 with less than 15 days of actual usage: Pro-rated refund for unused months minus a ₹999 processing fee
• Cancellation within Days 1–30 with 15+ days of usage: No refund, but access continues until end of annual period
• Cancellation after Day 30: No refund; access continues until annual period ends

7 Enterprise Plan Refunds

Enterprise plans are subject to custom contracts negotiated with your dedicated account manager. Refund terms for enterprise customers are governed by the specific Service Level Agreement (SLA) signed at the time of onboarding.

If no specific refund terms are outlined in your enterprise contract, the standard refund policy outlined in this document applies. For enterprise billing concerns, please contact your dedicated account manager directly or email enterprise@pinhr.in.

8 Billing Disputes

If you believe you have been charged incorrectly, please contact us before initiating a chargeback with your bank or payment provider. Unauthorized chargebacks may result in:

• Immediate suspension of your PinHR account pending investigation
• Additional dispute fees charged back to your account
• Permanent termination of your account if the chargeback is found to be fraudulent

We are committed to resolving billing issues fairly and promptly. Most billing disputes are resolved within 5 business days when handled through our billing team directly.

9 Contact Billing Support