Refund & Cancellation Policy
Working draft. This document is a structured template for StageBridge's legal stack, published for transparency; an Indian practitioner reviews and adapts the exact text before a paying customer signs.
This policy supplements the Terms of Service and the executed Order Form. It is published in good-faith compliance with the Consumer Protection Act, 2019 and applicable Goods and Services Tax ("GST") refund provisions.
1. Service basis
The Service is a Software-as-a-Service offering priced on a per-verification basis. There is no shelf inventory, no physical delivery, and no shipping component. Each verification is consumed by the Customer Institution against its loan portfolio.
2. Cancellation by you
- Before a verification is started: You may cancel a pending verification at no charge from the operator console, until the customer has been notified or has uploaded the first photograph, whichever is earlier.
- While a verification is in flight: You may withdraw a verification, in which case (a) the AI analysis fee is waived where the AI seam has not yet been invoked; (b) the AI analysis fee remains payable where the seam has run.
- After a decision: A verification that has been approved, rejected, or returned to the customer is non-refundable. The audit log is fixed at the point of decision.
3. Cancellation by us
We may cancel a subscription or terminate the Service on the grounds in Section 7 of the Terms (material breach, regulatory direction, force majeure beyond ninety days). On our cancellation we will refund any pre-paid fees that relate to verifications not yet consumed, less reasonable wind-down costs.
4. Refunds
Where a refund is due:
- We will issue a credit note (and a GST refund under Section 54 of the CGST Act, 2017 where applicable) within 7 business days of confirming the refundable amount.
- The refund is processed to the original bank account via NEFT or RTGS within 15 business days of credit-note issue.
- Refunds are calculated net of GST already remitted; the GST component is recovered through the credit-note mechanism.
- Where a Customer Institution overpays an invoice, the excess is automatically applied to the next invoice unless a refund is requested in writing.
5. Disputed charges
Disputed amounts must be raised within 30 days of the relevant invoice. We will pause collection on the disputed amount, investigate within 7 business days, and issue a credit note if the dispute is upheld.
6. Service credits under the SLA
Where we miss the uptime commitment in the Service Level Agreement, service credits are applied to the next invoice. Service credits are not paid out as cash.
7. Goods and Services Tax
All fees are quoted exclusive of GST unless explicitly stated. Indian customers receive a tax invoice under Rule 46 of the CGST Rules, 2017. GSTIN is shared on request and stated on every invoice once it is registered.
8. Contact
Refund or cancellation queries: billing@stagebridge.in.