Refund & Cancellation Policy

HAVODDS Private Limited is committed to ensuring customer satisfaction with all its products and services. This Refund and Cancellation Policy ("Refund Policy") describes the conditions under which refunds are available, the process to request them, and the timelines applicable.

This policy applies to all products and services offered by HAVODDS, including SunoZra (real-time video chat and audio call platform), HavCloud, HavAI, HavStudio, HavOS, and any other current or future offerings.

This policy is prepared in compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 of India.

SunoZra is a real-time communication platform offering one-on-one and group video/audio sessions, including coaching, mentorship, and consultation services. The following refund terms apply:

a) Subscription Plans:

• Free Trial: If a free trial is available, no charges apply during the trial period. If you do not cancel before the trial ends, you will be charged for the applicable plan — no refund will be issued post-charge for the trial-converted period.
• Monthly Subscriptions: Refund requests must be raised within 5 days of the billing date. Refunds are issued on a pro-rata basis for the unused portion of the subscription period if the request is raised within 5 days. No refund is available after 5 days.
• Annual Subscriptions: Refund requests raised within 15 days of purchase are eligible for a full refund if no sessions have been conducted. After 15 days, refunds are calculated on a pro-rata basis for the remaining complete months, less a processing fee of INR 499 or 5% of the refund amount, whichever is higher.
• Cancellations: You may cancel your subscription at any time. Upon cancellation, your access continues until the end of the current billing period. No partial-period refunds are issued upon cancellation unless within the windows specified above.

b) Pay-Per-Session / One-Time Sessions:

• Cancellation before session: Full refund if cancelled at least 24 hours before the scheduled session start time. Cancellations within 24 hours are eligible for a 50% refund or a session credit valid for 60 days, at the user's choice.
• No-show by user: No refund if you do not attend the session without prior cancellation.
• No-show or technical failure on platform side: Full refund or session credit will be issued if the session could not be conducted due to a verified platform-side issue (server outage, coach unavailability confirmed by us).
• Unsatisfactory session: If you are genuinely dissatisfied with a completed session, contact us within 48 hours. We will review the case and may offer a full or partial session credit or refund at our discretion.

c) SunoZra Credits / Wallet Balance:

• Credits purchased are non-expiring (unless stated at purchase) and non-transferable.
• Unused credits are refundable within 30 days of purchase if no session has been completed.
• Credits earned through promotions, referrals, or bonuses are non-refundable.

a) Subscription / Recurring Plans:

• Refunds for monthly plans may be requested within 7 days of the charge date, provided the service has not been substantially used (API calls, storage consumed, or sessions initiated).
• Annual plan refunds are available within 14 days of purchase with no substantial usage. After 14 days, pro-rata refund for remaining complete months may be considered at HAVODDS's discretion.
• Renewals: If you did not cancel before the renewal date and were auto-charged, contact us within 48 hours of the charge for a full refund of the renewal amount, subject to no usage in the new period.

b) One-Time Purchases / Licences:

• Refund requests for perpetual licences or one-time purchases must be raised within 7 days of purchase.
• If the product has a documented, reproducible defect that we cannot fix within 7 business days, a full refund will be issued.
• No refund is available after 7 days or after the licence key has been activated on more than one device.

c) Custom Development & Services:

• Custom development projects are governed by the specific contract/SOW signed between HAVODDS and the client. This general refund policy does not override contractual terms.
• Deposits for custom projects are generally non-refundable once work has commenced.

The following are strictly non-refundable under all circumstances:

• Services that have been fully rendered and consumed
• Completed SunoZra sessions where the session was delivered as described
• Add-on features or credits purchased as part of a promotion or at a discounted rate
• Domain registration, third-party integrations, or pass-through costs paid to external providers on your behalf
• Amounts paid as convenience fees, payment gateway charges, or taxes
• Accounts suspended due to violations of our Terms and Conditions
• Gift cards, vouchers, or referral credits
• Trial periods that were free and have since been converted

To request a refund, follow these steps:

1. Email us at support@havodds.com with the subject line: "Refund Request — [Product Name] — [Order/Transaction ID]"
2. Include in your email: your registered name, registered email address, the product/service purchased, order or transaction ID, date of purchase, reason for refund request, and any supporting screenshots or evidence.
3. Our support team will acknowledge your request within 2 business days and complete the review within 7 business days.
4. Approved refunds will be credited to the original payment instrument within 5–10 business days after approval, subject to your bank or payment provider's processing time.

You may also call us at +91 63776 88547 during business hours (Monday–Friday, 10 AM – 6 PM IST) for assistance.

We encourage you to contact us directly before initiating a chargeback with your bank or payment provider. Most issues can be resolved quickly through our support team.

Fraudulent chargebacks or those raised without attempting resolution with us may result in account suspension and be reported as fraudulent transactions under applicable Indian law. If a chargeback is raised after we have already issued a refund for the same transaction, the chargeback will be contested.

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last updated" date. For active subscribers, material changes will be communicated via email at least 7 days before they take effect. Continued use of our services after the effective date constitutes acceptance of the revised policy.

For refund requests or billing queries, contact:

• Company: HAVODDS Private Limited
• Email: support@havodds.com
• Phone: +91 63776 88547
• Business Hours: Monday–Friday, 10:00 AM – 6:00 PM IST
• Website: havodds.com | havodds.in