Refund & Cancellation Policy

1. Policy Overview

At Pop by iKvala, we want you to be completely satisfied with our service. This Refund and Cancellation Policy outlines the terms and conditions under which refunds are provided and how you can cancel your subscription.

This policy complies with the Consumer Protection Act, 2019 (India) and applies to all purchases made through pop.ikvala.com.

2. Free Trial Period

2.1 Trial Duration

We offer a 7-day free trial for new users to test our service without any financial commitment.

2.2 Trial Terms

• No credit card required during the trial period
• Full access to features available in your chosen plan
• Trial automatically ends after 7 days
• You can cancel anytime during the trial without any charges
• After the trial, you'll need to subscribe to continue using the service

2.3 Trial Limitations

• One free trial per user/company
• Trial is available only for new users who have not previously subscribed
• We reserve the right to refuse trial access in case of suspected abuse

3. Refund Eligibility

3.1 Eligible for Full Refund

You are eligible for a full refund if:

• You request the refund within 7 days of your first payment
• This is your first paid subscription (not a renewal)
• You have not violated our Terms and Conditions
• The request is made for a legitimate reason (dissatisfaction with service, features not meeting needs, etc.)

3.2 Time Period Clarification

The 7-day period begins from the date of your first successful payment, not from the date of account creation or trial start.

Example: If you paid on January 1st at 10:00 AM, you have until January 8th at 11:59 PM to request a refund.

4. Non-Refundable Circumstances

• After 7 Days: Refund requests made more than 7 days after the initial payment
• Subscription Renewals: Automatic renewal charges (monthly or annual renewals)
• Partial Month: Refunds for partial months of unused service
• Change of Mind: Cancellations after the 7-day guarantee period due to change of mind
• Terms Violation: Accounts suspended or terminated due to violation of our Terms and Conditions
• Service Misuse: Accounts engaged in fraudulent, abusive, or illegal activity
• Add-ons: One-time purchases or add-ons (unless defective)
• Third-Party Services: Charges for third-party integrations or services
• Downgrade Difference: Difference in cost when downgrading from a higher plan to a lower plan

4.1 Renewal Subscriptions

If your subscription automatically renews (after the initial payment), those renewal charges are not eligible for refunds. We send email reminders before auto-renewal, and you can cancel anytime before the renewal date to avoid charges.

5. Subscription Cancellation

5.1 How to Cancel

You can cancel your subscription at any time using one of these methods:

5.2 Cancellation Effective Date

• Cancellation takes effect at the end of your current billing period
• You will continue to have access to the service until the end of the paid period
• No charges will occur after the current billing period ends
• You can reactivate your subscription at any time before it expires

5.3 Immediate Cancellation

If you want to cancel immediately and stop using the service, you can:

• Cancel your subscription (as above)
• Request a refund if within the 7-day guarantee period
• If outside the 7-day period, you will retain access until the end of your billing cycle but no refund will be provided

5.4 Data After Cancellation

• Your data will be retained for 90 days after cancellation
• You can export your data before cancellation
• After 90 days, all data will be permanently deleted

6. How to Request a Refund

6.1 Required Information

To expedite your refund request, please provide:

• Subject line: "Refund Request - [Your Account Email]"
• Clear explanation of why you're requesting a refund
• Confirmation that you understand your account will be cancelled

7. Refund Processing

7.1 Processing Time

• Review Time: 2-3 business days to review your request
• Processing Time: 7-10 business days after approval
• Bank Processing: Additional 3-5 business days for the refund to appear in your account (varies by bank)

7.2 Refund Method

• Refunds are issued to the original payment method used for the purchase
• Credit card refunds: Credited to the same card
• UPI/Net Banking: Credited to the same account
• We cannot issue refunds to a different account or payment method

7.3 Currency and Taxes

• Refunds are issued in the same currency as the original payment (INR)
• GST and other taxes will be refunded along with the base amount
• Payment gateway fees (if any) are non-refundable

7.4 Refund Confirmation

You will receive an email confirmation when:

• Your refund request is approved
• The refund has been processed
• The transaction reference number for tracking

8. Pro-Rata Refunds

8.1 General Policy

We do not offer pro-rata (partial) refunds for:

• Unused portions of your subscription period
• Early cancellations after the 7-day guarantee period
• Downgrades from higher to lower plans

8.2 Exception Cases

Pro-rata refunds may be considered in exceptional circumstances such as:

• Extended service outages (more than 48 hours)
• Critical features not functioning as advertised
• Our failure to deliver the service as agreed

These are evaluated on a case-by-case basis at our discretion.

9. Technical Issues & Service Downtime

9.1 Service Level Commitment

We strive to maintain 99.9% uptime. However, occasional maintenance and unforeseen issues may occur.

9.2 Refunds for Downtime

In case of extended service disruptions:

• Less than 24 hours: No refund; service credit may be provided
• 24-48 hours: Proportional service credit
• More than 48 hours: May be eligible for partial refund at our discretion

9.3 Technical Issues

If you experience technical issues:

• Contact our support team immediately at support@ikvala.com
• We will work to resolve the issue within 24-48 hours
• If the issue cannot be resolved and you're within the 7-day period, you may request a refund
• For issues outside the 7-day period, we may offer service credits or extended subscription as compensation

10. Chargebacks and Disputes

10.1 Chargeback Policy

• Chargebacks should be a last resort after attempting to resolve the issue directly with us
• Unauthorized chargebacks may result in immediate account suspension
• We reserve the right to dispute illegitimate chargebacks
• Chargeback fees may be passed on to the account holder

10.2 Dispute Resolution

If you have a billing dispute:

1. Contact us at support@ikvala.com or call +91 9999396204
2. Provide details of the disputed charge
3. We will investigate and respond within 3-5 business days
4. If unresolved, you may escalate to your bank or payment provider

10.3 Fraudulent Charges

If you notice unauthorized charges on your account:

• Immediately notify us at support@ikvala.com
• We will investigate the charge
• Legitimate unauthorized charges will be refunded immediately
• We will help secure your account to prevent future unauthorized access

11. Changes to This Policy

We reserve the right to modify this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting on our website. We will notify users of material changes via email.

Your continued use of the service after changes to this policy constitutes acceptance of the modified terms.

12. Contact Information

For refund requests, cancellations, or any questions about this policy, please contact us: