Refund & Cancellation Policy

Insoora is digital software sold as a subscription, with policy credits that can be topped up. There is nothing physical to return, so this page has no shipping or goods-return procedure.

The wording below sets out what the platform can actually do today. The commercial terms — whether a refund is offered at all, on what basis, and in what timeframe — are decisions for the business, and the sections that depend on them are marked. Until they are settled and this notice is removed, treat this page as a proposal and not as a promise.

Needs review: This entire page must be approved by the business, and reviewed by counsel against the Consumer Protection Act, 2019, before it is published as a committed policy. Do not remove this section until that has happened.

Paid use of Insoora takes two forms: a subscription that gives an account access to the platform, and policy credits that are consumed as documents are processed. Prices are in Indian rupees and are shown, with applicable taxes, before you pay.

Needs review: Confirm the plan names, the price points, the billing interval, whether billing is recurring or a manual renewal, and whether a free tier or trial is offered. Confirm also whether credits expire. None of this is stated here because none of it has been confirmed; do not publish this page with the commercial detail missing.

You can cancel a subscription from your account, or by contacting us. Cancelling stops the subscription from continuing beyond the period you have already paid for; it is not in itself a request for money back.

Your policy records are not deleted because you cancelled. If a customer subscription lapses, the ability to open and download documents may stop while the records themselves are kept — see the Privacy Policy's retention section.

Needs review: Confirm whether access continues to the end of the paid period or ends immediately on cancellation, and whether a cancelled subscription can be reinstated. Confirm also that cancelling in the account genuinely prevents any further charge at the gateway, including any recurring mandate.

Where a refund is agreed, it is processed back to the original payment method through our payment gateway, and any policy credits that the payment delivered and that have not been used may be reversed with it. A refund can be full or partial.

Refunds are processed by us on request rather than automatically, so a refund starts with you telling us: use the Contact Us page or call the office, and include the payment reference and what went wrong.

Needs review: The eligibility rules are the central missing decision and nothing is assumed: state whether there is a cooling-off window, whether unused credits are refundable, whether a part-used subscription period is refundable, and the timeframe within which an agreed refund is returned. Note that a blanket “no refunds under any circumstances” rule should not be published — it would not answer the duplicate-charge and failed-transaction cases below, and a term purporting to exclude every refund in every circumstance risks being an unfair term under the Consumer Protection Act, 2019.

These are not discretionary, and they are dealt with separately from the refund rules above.

If you were charged twice for the same thing, if you were charged an amount that does not match what was shown, or if money left your account but the payment did not complete and nothing was credited to your account, tell us with the payment reference and we will investigate with the payment gateway and put it right. Where money was taken and nothing was delivered, it is returned.

A payment that fails at the gateway and is never captured is usually released by your bank or payment provider on its own timeline, which we do not control.

Needs review: Confirm the investigation and resolution timeframe you are willing to commit to, and who handles these cases. Confirm also the reconciliation route with the payment gateway.

Nothing on this page takes away rights you have under Indian consumer law, including under the Consumer Protection Act, 2019. If you believe a charge is wrong, or that the service was not delivered as described, you can take it up with us and you can take it further.

Needs review: Counsel should confirm whether Insoora is an “e-commerce entity” for the purposes of the Consumer Protection (E-Commerce) Rules, 2020 — it sells a service digitally, which suggests it may be. If it is, the Rules require published identity and contact details, clear pricing and charge disclosure, a named grievance officer, acknowledgement of a complaint within forty-eight hours and redressal within one month, and they prohibit refusing to take back services or refund where the service is defective or not as advertised.

Use the Contact Us page, or call +91 81530 77965. The contact person for enquiries is Ronak Shah. Include the payment reference and the account the payment was for, so we can find it.

Needs review: A dedicated billing mailbox should be published here once one exists. No email address is printed because there is no monitored mailbox yet.