Return & Exchange Policy.

1. Scope

This policy explains how returns and exchanges work for purchases from Tripkoz Technologies ("Tripkoz"). It forms part of our Terms & Conditions and sits alongside the Refund, Cancellation and Shipping & Delivery policies.

2. No physical returns

Tripkoz sells subscription access to a software platform. Nothing is shipped, so there is no item to send back, no return window, no return shipping address, no RMA number and no restocking fee.

We do not sell GPS trackers, dashcams, phones, tablets or vehicle accessories. If your operation uses such hardware, it was bought from another supplier and its return and warranty terms are that supplier’s.

3. Exchanges — changing your plan

The closest equivalent to an exchange is changing the plan on your subscription. You can do this yourself at any time from Billing in the dashboard.

• Exchanging upward (upgrade) — the higher plan and its limits take effect immediately once payment is verified, and a new term starts from that date;
• Exchanging downward (downgrade) — the lower plan takes effect at the start of your next billing cycle, so you keep what you have already paid for until it expires;
• Changing billing cycle — moving between monthly, half-yearly and annual is handled the same way: a longer cycle starts immediately on payment, a shorter one at the next renewal.

Before a downgrade is scheduled we check your usage against the lower plan’s limits and tell you what needs reducing if you are over them. No exchange ever deletes your records to fit a smaller plan.

There is no fee for changing plan, and no limit on how often you do it.

4. If you bought the wrong plan

Tell us. If you paid for a plan that does not match what you intended, and you tell us within seven (7) days of the payment, we will move you to the plan you meant to buy.

• If the correct plan costs more, you pay the difference only;
• If it costs less, we refund the difference to your original payment method;
• If you no longer want a plan at all and the Service is genuinely unused — no drivers, vehicles or trips added — we refund in full as a goodwill refund under the Refund Policy.

This is a correction, not a return, and it is handled by our billing team rather than by any return process.

5. Billing errors

Where money was taken that should not have been — a duplicate charge, an amount that does not match the plan you chose, a charge against an account that had already cancelled, or a payment captured without the plan activating — we return it in full.

These are handled as refunds rather than returns. Section 3 of the Refund Policy sets out every case we refund without argument, and the timelines involved.

6. What an exchange will not do

An exchange changes what you are subscribed to going forward. It does not:

• Refund a term that has already been used;
• Reverse a downgrade you have already passed the cycle boundary on;
• Recover a plan cancelled and expired more than thirty (30) days ago, after which Customer Data may have been deleted;
• Substitute for a refund where one is actually due — if we owe you money, we return money rather than credit.

7. How to ask

Plan changes are self-service in Billing and need no approval from us.

For anything else in this policy — a wrong plan, a billing correction, an exchange you cannot make yourself — write to billing@tripkoz.com from the email address registered on the account, with your organisation name, subscription code and the payment or invoice reference. We acknowledge within 24 hours and decide within seven (7) business days.

8. Grievances

If you are unhappy with an outcome, our Grievance Officer can be reached 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.