Refund Policy.

1. Scope

This Refund Policy applies to every payment made to Tripkoz Technologies ("Tripkoz") for a Tripkoz subscription plan, whether paid by an organisation or by an independent driver.

It forms part of our Terms & Conditions. Where this policy and the Terms differ on refunds, this policy governs.

It should be read with the Cancellation Policy, which explains how to stop future renewals, and the Return / Exchange Policy, which explains why physical-goods return rules do not apply to a subscription.

2. What you are paying for

Tripkoz is a software-as-a-service subscription. There is no physical product and no shipment. Payment buys your organisation the right to use the Service, at the plan limits you selected, for the term you selected.

Access and plan limits are applied to your account as soon as the payment is verified — usually within seconds. From that moment the Service has been delivered in full for the term, which is why a completed term is not refundable.

3. Payments we refund in full

We refund the whole amount, without deduction, in each of these cases:

• Duplicate payment — the same subscription was paid for more than once. We refund every duplicate and keep one.
• Failed activation — money was captured but the subscription was not activated and we cannot activate it. This includes any case where our system took a payment and did not deliver the corresponding plan.
• Charged in error — the amount taken does not match the plan and cycle you selected, or a charge was raised against an account that had already cancelled.
• Unauthorised payment — a payment you did not authorise, confirmed as such through the gateway or your bank.
• Discontinued service — we withdraw the Service, or a paid feature central to your plan, before the end of your paid term. In that case we refund the unused portion, calculated by whole days remaining.

You do not need to ask for a duplicate-payment refund in the ordinary case: our reconciliation flags duplicates and we return them. Contacting us simply makes it faster.

4. Payments we do not refund

Except where the law requires otherwise, the following are not refundable:

• A term that has started. Once your plan is active, fees for that term are non-refundable, including where you stop using the Service, cancel mid-term, or use less than your plan limits.
• A part-used term after cancellation. Cancelling stops the next renewal; it does not refund the current term. You keep full access until the term ends.
• A downgrade taken mid-term. A lower plan takes effect at the start of the next cycle, and the difference for the current cycle is not refunded.
• Suspension or termination for breach of the Terms, including non-payment, misuse, or use that creates a security or legal risk.
• Dissatisfaction with results that depend on factors outside the Service — GPS accuracy in a low-coverage area, a driver not carrying a charged phone, a notification delayed by a mobile network, or your own operational decisions.
• Third-party charges you incur separately, such as mobile data, SMS charges levied by your own gateway, or device costs.

We do not charge a cancellation fee, a restocking fee, or any deduction for processing a refund we owe you.

5. Goodwill refunds

Beyond the cases above, we may still refund at our discretion where something clearly went wrong. If a plan was bought and genuinely never used — no drivers added, no vehicles added, no trips run — and you tell us within seven (7) days of payment, we will normally refund it in full.

A goodwill refund in one case does not create an entitlement in another.

6. How to request a refund

Write to billing@tripkoz.com from the email address registered on the account, or raise it from Billing inside your dashboard. Please include:

• Your organisation name and subscription code;
• The payment reference or invoice number shown in Billing;
• The date and amount of the payment;
• What went wrong, in a sentence or two.

We acknowledge every refund request within 24 hours, and decide within seven (7) business days. If we need something further from you, we will ask once and clearly rather than in instalments.

If we decline, we will tell you which clause of this policy applies and why, so you can contest it.

7. How a refund is paid, and how long it takes

Approved refunds are returned through Razorpay to the original payment method. We cannot redirect a refund to a different card, account or wallet — that restriction comes from the payment network, not from us.

Once we approve it, we initiate the refund within two (2) business days. The money then takes as long as your bank or card issuer needs: typically 5 to 7 business days for cards and net banking, and 3 to 5 business days for UPI, from the date we initiate.

For a partial refund of an unused term, the refundable amount is the fee paid for that term, multiplied by the whole days remaining, divided by the total days in the term.

Refunds are made in Indian Rupees. Where GST was charged, the tax component is refunded in proportion, and a credit note is issued against the original tax invoice.

8. Chargebacks

If you believe a charge is wrong, please contact us before raising a chargeback with your bank. A chargeback usually takes far longer than a direct refund and freezes the disputed amount while it runs.

Where a chargeback is raised, we may suspend the subscription until the dispute is resolved, and we will supply the gateway with the payment record, invoice and activation log for the transaction.

9. If you are unhappy with the outcome

A refund decision can be escalated to our Grievance Officer at grievance@tripkoz.com. Complaints are acknowledged within 24 hours and we aim to resolve them within 15 days of receipt.

Nothing in this policy limits any right you have under the Consumer Protection Act, 2019 or other applicable Indian law. Disputes not resolved between us are governed by the dispute-resolution clause of the Terms, with Ahmedabad, Gujarat, India as the seat.