Refund & Cancellation Policy — FieldDNA by Invasystems

    FieldDNA is a subscription-based SaaS product. This policy explains when you can cancel, what refunds are available, and how to submit a request. We aim to be fair and transparent — if you are ever unsatisfied with the service, please contact us first and we will work with you to find the right outcome.
  

1. Overview

Invasystems Pvt Ltd ("Invasystems", "we", "us") offers FieldDNA on a subscription basis. As a general principle:

You may cancel at any time. Cancellation stops future charges but does not automatically entitle you to a refund of fees already paid.
Refunds are available in specific circumstances, as described in Section 4 and the scenario guide in Section 5.
Annual subscriptions offer the best value but come with different refund terms than monthly plans.
Custom enterprise contracts may contain different terms — the Order Form or Master Subscription Agreement governs in cases of conflict.

2. Subscription Plans and Billing Cycles

Plan Type	Billing Cycle	Renewal	Notice to Cancel
Monthly	Every 30 days from subscription date	Auto-renews monthly	Any time before next billing date
Annual (paid upfront)	Annually on subscription anniversary	Auto-renews annually	At least [30] days before renewal date
Annual (paid monthly)	Monthly instalments, 12-month commitment	Auto-renews annually	At least [30] days before renewal date
Enterprise / Custom	As specified in Order Form	As specified in Order Form	As specified in Order Form

You will receive an email reminder [14] days before your annual subscription renews. It is your responsibility to submit a cancellation request before the renewal date if you do not wish to renew.

3. Cancellation — How and When

3.1 How to Cancel

You may cancel your FieldDNA subscription by any of the following methods:

Self-service (preferred): Log in → Settings → Billing → Cancel Subscription and follow the on-screen steps
Email: Send a cancellation request to billing@invasystems.com from the registered account email address, including your account name and reason for cancellation
Account manager: Enterprise customers may contact their dedicated account manager directly

3.2 Effective Date of Cancellation

Monthly plans: Cancellation takes effect at the end of the current billing period. You retain full access until then. No further charges will be made.
Annual plans: Cancellation takes effect at the end of the current annual term. Access continues until the term ends.
You will receive a written confirmation of cancellation within [2] business days.

3.3 What Happens to Your Data After Cancellation

Following cancellation, your data will remain accessible in a read-only export mode for [30] days, after which it will be permanently deleted from our systems (subject to legal retention obligations). We strongly recommend exporting your data before this window closes.

4. Refund Eligibility

Situation	Refund Available?
Cancellation of a monthly plan mid-cycle (voluntary)	❌ No — access continues to end of billing period
Cancellation of an annual plan mid-term (voluntary)	⚠️ Partial refund may apply — see Section 5
Duplicate or double-charged payment due to technical error	✅ Yes — full refund of duplicate charge
Invasystems terminates your account without cause	✅ Yes — pro-rata refund of unused prepaid period
Extended service outage exceeding SLA thresholds	✅ Service credits per SLA — see Section 6
Renewal charge after timely cancellation notice	✅ Yes — full refund of erroneous renewal charge
Dissatisfaction with features or fit	⚠️ Evaluated case by case within [7] days of first charge only
Free trial not cancelled before expiry	✅ First charge may be refunded within [7] days of the charge if you did not use the paid features
Unauthorised charge on your account (account compromised)	✅ Reviewed on case-by-case basis; we will coordinate with your payment provider

5. Scenario-by-Scenario Guide

Scenario A: Monthly Plan — Cancelled Mid-Cycle

Not Eligible for Refund

Your monthly subscription gives you access to the full suite of FieldDNA features for the entire billing period. If you cancel partway through a month, your subscription remains active until the end of that period and no refund is issued for the unused days. No further charges will be made after the period ends.

Scenario B: Annual Plan — Early Voluntary Cancellation

Partial Refund at Discretion

Annual plans are sold at a discounted rate compared to equivalent monthly billing. If you cancel an annual subscription mid-term without cause attributable to Invasystems:

You retain access until the end of the annual term
A partial refund for unused months (beyond the current month) may be issued at Invasystems' discretion, after deducting an early cancellation fee equivalent to [2] months' equivalent monthly fee
If the annual plan was discounted by more than [20%] versus monthly, no refund will be available for the used portion

We encourage you to contact us before cancelling — we may be able to address the underlying issue, pause your subscription, or offer a plan change.

Scenario C: Invasystems Terminates Without Cause

Eligible — Pro-Rata Refund

If Invasystems terminates your subscription for reasons not attributable to your breach of the Terms, you are entitled to a pro-rata refund of any prepaid fees for the unused portion of your subscription term. This will be processed within [14] business days of termination.

Scenario D: Billing Error (Duplicate Charge or Erroneous Renewal)

Eligible — Full Refund

If you are charged twice for the same billing period, or if you receive a renewal charge after having submitted a timely cancellation notice, you are entitled to a full refund of the erroneous charge. Please contact us within [30] days of the charge with your invoice number and we will resolve it within [5] business days.

Scenario E: Dissatisfied with the Platform

Considered Within 7 Days of First Charge

We take customer satisfaction seriously. If you are unsatisfied with FieldDNA for any reason following your first paid subscription charge, please contact our support team within [7] days of the charge date. We will work with you to resolve the issue. At our discretion, we may offer a full or partial refund where the platform did not perform as described and the issue could not be remediated.

Beyond the initial [7]-day window, refunds for dissatisfaction are not available, but we are always open to discussing account pauses, plan downgrades, or extended support.

Scenario F: Free Trial Converted to Paid Without Intended Upgrade

Eligible — If Claimed Within 7 Days

If your free trial expired and converted to a paid plan without your active intention to subscribe (e.g., you forgot to cancel), contact us within [7] days of the first paid charge. Provided you have not made significant use of the paid features during this period, we will refund the first charge in full and cancel the subscription.

6. Service Credits and SLA Remedies

If FieldDNA experiences a service outage or performance degradation that breaches our uptime commitments under the Service Level Agreement (SLA), you may be entitled to service credits rather than cash refunds. Service credits are applied to your next invoice.

How service credits work: For each hour of unplanned downtime beyond the SLA threshold in a given month, you receive a credit equal to [X]% of your monthly fee, up to a maximum of [25%] of the monthly fee in any single month. See the full Service Level Agreement for thresholds, exclusions, and how to claim.

Service credits are the exclusive remedy for SLA breaches unless otherwise agreed in writing. They are non-transferable and have no cash value.

7. Free Trial Cancellation

You may cancel a free trial at any time before it expires with no charge. To cancel a trial:

If you do not cancel before the trial ends, your payment method on file will be charged for the first subscription period. See Scenario F above for what to do if this happens unexpectedly.

Data after trial: If you do not upgrade within [30] days of trial expiry, your trial data will be permanently deleted.

8. Enterprise and Custom Contracts

Enterprise customers who have signed a Master Subscription Agreement (MSA), Customer Subscription Agreement, or Order Form with custom terms should refer to those documents for the governing refund and cancellation terms. Where the MSA or Order Form is silent, this Policy applies.

Enterprise customers wishing to discuss early termination, plan changes, or billing disputes should contact their dedicated account manager in the first instance.

9. How to Request a Refund

Gather your information: Your registered account email address, the invoice number(s) in question, the amount charged, and the reason for your refund request.
Submit your request: Email billing@invasystems.com with the subject line: "Refund Request — [Your Company Name] — Invoice #[XXXX]". Alternatively, open a support ticket via the FieldDNA Help Centre.
Receive acknowledgement: We will acknowledge your request within [2] business days and let you know if any additional information is needed.
Review and decision: Our billing team will review your request within [5] business days and notify you of the outcome in writing.
Refund processing: Approved refunds are processed within [10] business days of approval. See Section 10 for timing details.

10. Refund Processing and Timeline

Refund Type	Processing Time	Method
Credit / debit card	5–10 business days after approval (may vary by issuing bank)	Returned to original payment card
UPI / Net Banking (India)	3–7 business days after approval	Returned to originating bank account
Bank transfer (wire)	7–14 business days after approval	Wire transfer to original account
Service credits	Applied to next invoice	Account credit (non-cash)

All refunds are issued in the same currency as the original charge. Invasystems is not responsible for any foreign exchange differences or bank charges incurred by the Customer in receiving a refund.

If you have not received a refund within the stated timeframe, first check with your bank or payment provider, as processing times can vary. If the issue persists, contact us at billing@invasystems.com.

11. Non-Refundable Items

The following are not eligible for refunds under any circumstances:

One-time setup, onboarding, or implementation fees
Professional services fees (e.g., custom integrations, training sessions, data migration)
Add-on services consumed prior to the refund request
Subscription fees for periods during which the Customer was in breach of the Terms of Service
Service credits (credits have no cash value and are non-refundable)
Fees paid under a custom enterprise contract that expressly excludes refunds

12. Applicable Law

This Refund & Cancellation Policy is governed by the laws of India. Nothing in this Policy limits or excludes any statutory consumer rights you may have under applicable law. Where applicable law grants you a right to a refund that is broader than the rights set out in this Policy, that statutory right prevails.

Disputes relating to refunds that cannot be resolved through our customer support process will be handled in accordance with the dispute resolution provisions of our Terms & Conditions.

13. Contact and Support

Billing Enquiries

Email: billing@invasystems.com
Response time: Within 2 business days (Mon–Fri, 9am–6pm IST)
Help Centre: [help.fielddna.com]

For enterprise billing enquiries:
Contact your dedicated account manager or email enterprise@invasystems.com

Invasystems Pvt Ltd
[Address], Pune, Maharashtra — [PIN CODE], India
Phone: [+91 XX XXXX XXXX]