Refund & Cancellation Policy

1. Overview

Nexanode Technologies Private Limited operates as UniSouk. By subscribing to our Services, you acknowledge and agree to the terms in this Refund and Cancellation Policy.

2. Service plans and billing

• AI Agents Only: Monthly or yearly billing for access to UniSouk's AI agents.
• Platform Only: Monthly or yearly billing for connected commerce operations without AI agents.
• Integrations + AI Tools: Monthly or yearly billing combining AI agents with connected commerce operations.
• Account Management: Custom pricing based on your channels, catalogue and operating requirements.
• Website Creation: One-time starting price, with the final quote based on project scope.

3. Subscription cancellation policy

3.1 Cancellation process

Subscribers may cancel recurring subscriptions at any time through the billing dashboard or customer support portal.

3.2 Cancellation effects

• The account remains active until the end of the current billing cycle.
• No refund is provided for the unused portion of the current billing period, except as specified in Section 5.
• Access to premium features ends when the billing cycle concludes.

4. Refund eligibility and conditions

4.1 Eligible refund scenarios

Subscription fees

• Billing errors: Incorrect charges, duplicate billing or unauthorized charges originating from our end.
• Technical service failures: Our platform is unavailable for more than 48 consecutive hours due to an issue on our end, and our support team cannot resolve it within five business days.

Transaction or commission fees

• Commission charges incorrectly calculated or applied due to technical errors.
• Multiple deductions for the same transaction due to system errors.
• Commission charged on orders later cancelled or that failed to process.

4.2 Non-refundable scenarios

Subscription fees

• Failure to cancel before the renewal date.
• Force majeure events affecting service availability.
• Integration issues with third-party platforms beyond our control.

Transaction or commission fees

• Normal business operations and successfully processed transactions.
• Commission on completed sales under agreed terms.
• Market fluctuations affecting business performance.

4.3 Refund request timeline

• Subscription refunds must be requested within seven days of the billing date.
• Transaction or commission refunds must be requested within 30 days of the disputed charge.
• Technical issue refunds must be reported within seven days of the service disruption.

5. Refund request process

5.1 How to request a refund

Send refund requests to accounts@unisouk.com with:

• Account details and registered email
• Subscription or transaction details
• A detailed explanation of the refund reason
• Supporting documentation such as screenshots or transaction IDs

5.2 Review process

• Acknowledgment within two business days.
• Investigation and decision within seven business days.
• Email notification of approval or rejection with reasons.

5.3 Refund processing

• Approved refunds are processed within five to ten business days.
• Refunds are credited to the original payment method only.
• Processing time may vary depending on the bank or payment provider.
• Refund confirmation is sent by email.

6. Failed refunds

6.1 Common reasons

• Expired or invalid payment method
• Closed bank account
• Incorrect payment details
• Bank or card issuer restrictions

6.2 Resolution process

• Customer notification within two business days.
• Alternative refund methods offered where possible.
• Manual bank transfer for unresolved cases, with transfer charges borne by the customer.

7. Dispute resolution

7.1 Internal resolution

Customers must contact our support team for dispute resolution before initiating chargebacks or external complaints.

7.2 Escalation process

• Level 1: Customer Support at accounts@unisouk.com
• Level 2: Management Review at management@unisouk.com
• Level 3: Legal or external mediation

7.3 Chargeback policy

Unjustified chargebacks may result in account suspension and recovery of associated costs.

8. Special circumstances

8.1 Force majeure

No refunds are provided for service interruptions caused by natural disasters, pandemics, government actions, third-party service outages, or internet and network infrastructure failures beyond our control.

8.2 Account violations

No refunds are provided for accounts suspended or terminated due to violation of the Terms of Service, fraudulent activity, misuse of platform features or non-compliance with platform policies.

9. Legal compliance

9.1 Indian law compliance

This Policy complies with the Consumer Protection Act, 2019; Information Technology Act, 2000; Foreign Exchange Management Act; and Goods and Services Tax regulations.

9.2 Payment gateway compliance

This Policy aligns with requirements of authorized payment gateways, including but not restricted to Razorpay and other integrated providers.

10. Data and privacy

10.1 Data retention

• Transaction data is retained according to regulatory requirements.
• Refund-related communications are archived for three years.

10.2 Privacy protection

All refund processes comply with our Privacy Policy and applicable data protection laws.

11. Policy updates

11.1 Modification rights

Nexanode Technologies Private Limited reserves the right to modify this Policy with 30 days’ advance notice by email and an updated Policy posted on the website. Continued use constitutes acceptance of changes.

11.2 Grandfathering

Existing subscriptions remain subject to the Policy in effect at the time of purchase unless the customer opts into new terms.

12. Contact information

13. Governing law

This Policy is governed by the laws of India. Any disputes are subject to the exclusive jurisdiction of courts in Surat, Gujarat, India.