Refund Policy

1. Overview

At SuTan Digital Solutions, we strive to provide high-quality digital signature services that meet your business needs. This Refund Policy outlines the conditions under which refunds may be issued for our services.

2. Service Categories

2.1 Subscription Services

Monthly and annual subscription plans for our digital signature platform:

• Monthly Subscriptions: Non-refundable after the first 7 days of initial purchase
• Annual Subscriptions: Pro-rated refund available within 30 days of initial purchase only
• Renewal Subscriptions: No refunds for auto-renewed subscriptions

2.2 One-Time Services

• ERP Integration Setup: 50% refund if work has not commenced (within 48 hours of purchase)
• Custom Development: Refund eligibility based on project milestone completion
• Consulting Services: Non-refundable once services have been rendered

2.3 Transaction-Based Services

• Digital Signature Credits: Non-refundable once purchased
• Document Signing Fees: Non-refundable after document has been signed

3. Refund Eligibility

3.1 You May Be Eligible for a Refund If:

• You experience technical issues that prevent access to our service and we cannot resolve within 72 hours
• We fail to deliver the service as described in your service agreement
• Your subscription was charged in error or duplicate charge occurred
• You cancel a new subscription within the trial period (if applicable)
• Services were not delivered due to our failure to perform

3.2 You Are NOT Eligible for a Refund If:

• You change your mind after purchase or subscription renewal
• You did not use the service during the subscription period
• Your account was suspended or terminated due to violation of our Terms & Conditions
• You already consumed the purchased credits or services
• The refund request is made after the specified eligibility period
• Services were delivered as agreed but did not meet your expectations

4. Refund Request Process

Step 1: Contact Support

Email our support team at support@sutan.in with:

• Your account details (name, email, company name)
• Order/Invoice number
• Reason for refund request
• Any supporting documentation

Step 2: Review Process

• We will acknowledge your request within 24 hours
• Our team will review your case within 3-5 business days
• We may request additional information or documentation
• You will be notified of the decision via email

Step 3: Refund Processing

• Approved refunds are processed within 7-10 business days
• Refunds are issued to the original payment method
• Bank processing may take additional 5-7 business days

5. Refund Timeframes

New Subscriptions:

• Monthly plans: 7 days from initial purchase date
• Annual plans: 30 days from initial purchase date
• Trial periods: Before trial expiration date

Custom Services:

• Integration services: 48 hours before work commencement
• Consulting services: Before first session begins
• Custom development: As per project agreement milestones

Transaction Services:

• Must be requested within 24 hours of purchase
• Only if service was not utilized or accessed

6. Pro-Rated Refunds

For eligible annual subscriptions cancelled within 30 days:

• Refund calculated based on unused months
• Deduction of any promotional discounts received
• Setup fees and one-time charges are non-refundable
• Minimum charge of one month applies

Calculation Example:

Annual plan (₹12,000) cancelled after 2 months:
Refund = (₹12,000 ÷ 12 months) × 10 unused months = ₹10,000
Less: Setup fees and promotional discounts (if any)

7. Cancellation Policy

How to Cancel Your Subscription:

• Log in to your account dashboard
• Navigate to Subscription Settings
• Click "Cancel Subscription"
• Or contact support@sutan.in for assistance

After Cancellation:

• Access continues until the end of current billing period
• No refund for remaining days in current period
• Data retention for 30 days after cancellation
• No automatic renewal charges

8. Chargebacks

If you initiate a chargeback with your bank or credit card company:

• We will contest chargebacks for services properly delivered
• Your account may be suspended during dispute resolution
• Valid refund requests should be made through our support team
• Fraudulent chargebacks may result in permanent account termination

9. Trial Periods and Free Tiers

When applicable:

• Free trials can be cancelled anytime before trial ends
• No charge if cancelled before trial expiration
• Auto-billing begins after trial unless cancelled
• Free tier services have no refund implications

10. Enterprise Agreements

For enterprise and custom contracts:

• Refund terms are defined in the service agreement
• May differ from standard refund policy
• Refer to your specific contract for details
• Contact your account manager for assistance

11. Technical Issues

If you experience technical problems:

• Contact support immediately at support@sutan.in
• We will work to resolve issues within 72 hours
• Refund considered only if issue cannot be resolved
• Downtime covered under our SLA may result in service credits

12. Service Credits vs. Refunds

In some cases, we may offer service credits instead of refunds:

• Service Credits: Applied to your account for future use
• Valid for: 12 months from issue date
• Non-transferable: Cannot be redeemed for cash
• Use: Can be applied to any SuTan service

13. Refund Methods

Refunds are processed using the same method as original payment:

• Credit/Debit Card: Credited to original card (5-10 business days)
• Bank Transfer: Returned to source account (7-14 business days)
• UPI/Digital Wallet: Credited to original wallet (3-7 business days)
• Invoice Payments: Bank transfer to registered account (10-14 business days)

14. Partial Refunds

We may issue partial refunds in cases such as:

• Service partially delivered before cancellation
• Partial usage of purchased credits
• Downgrade from premium to basic tier mid-billing cycle
• As per agreement for milestone-based projects

15. No-Show Policy

For scheduled consulting or training services:

• No-shows without 24-hour notice are non-refundable
• Late cancellations (less than 24 hours) may incur 50% charge
• Rescheduling allowed with proper notice

16. Force Majeure

We are not liable for refunds due to events beyond our control:

• Natural disasters
• Government regulations or restrictions
• Internet service provider failures
• Power outages
• Acts of terrorism or war

17. Modifications to Refund Policy

We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting. Your continued use of our services after changes constitutes acceptance of the new policy. For purchases made before policy changes, the original policy at time of purchase applies.

18. Questions and Disputes

If you have questions or disagree with a refund decision:

• Contact our support team for clarification
• Request escalation to management if needed
• Provide additional documentation to support your case
• We aim to resolve all disputes fairly and promptly

19. Contact Information

For refund requests or questions about this policy:

SuTan Digital Solutions
Email: support@sutan.in
Phone: +91 995-113-3856
Support Hours: 24/7
Response Time: Within 24 hours