Refund and Cancellation Policy

 

Last Updated: July 29, 2026

1. Purpose of This Policy

This Refund and Cancellation Policy explains the conditions under which a SmartHireAI yearly subscription may be cancelled and when a full or partial refund may be considered.

This Policy applies to payments made for SmartHireAI payroll software, CMPF payroll software, hiring tools, HR-management services, compliance tools, reporting, automation, onboarding, configuration, customisation, and related professional services.

By purchasing a subscription or paid service, the customer confirms that they have reviewed and accepted this Policy.

2. Free Access Before Purchase

SmartHireAI provides free access for organisations managing up to 5 active employees, subject to the applicable product rules and feature availability.

Customers are encouraged to evaluate the software, interface, workflow, calculations, and available features before purchasing a yearly subscription.

An organisation managing more than 5 active employees may be required to purchase an applicable yearly subscription.

3. Yearly Subscription

SmartHireAI currently offers a yearly subscription unless another arrangement is expressly provided through an official quotation, invoice, order page, or written agreement.

The subscription period begins after successful payment confirmation and activation of the applicable account or service.

Before making payment, the customer should review:

  • Selected product and subscription plan
  • Subscription price
  • Employee limits
  • Included features
  • Applicable taxes
  • Billing and organisation details
  • Subscription validity period
  • Onboarding or configuration requirements

4. Subscription Cancellation

A customer may request cancellation by contacting SmartHireAI through the registered email address.

A cancellation request normally prevents future renewal but does not immediately terminate access to an already activated yearly subscription.

Unless the account is suspended or terminated for violating the Terms of Service, paid access will generally remain available until the end of the current subscription period.

After the subscription expires:

  • Paid features may become unavailable.
  • The account may revert to the applicable free-access level.
  • The organisation may need to reduce its active employee count to the permitted free limit.
  • Access to certain reports, exports, payroll-processing features, or employee records may be restricted until renewal.

Customers should download required payroll reports, payslips, statutory records, bank sheets, and other exports before the subscription expires.

5. Automatic Renewal

SmartHireAI subscriptions do not automatically renew unless automatic renewal is clearly offered and separately authorised by the customer through the applicable payment provider.

Where automatic renewal is not enabled, the customer must make a fresh payment to continue the subscription after expiry.

Where an authorised automatic-renewal arrangement is active, the customer should submit the cancellation request before the next renewal date.

6. General Refund Policy

Subscription payments are generally non-refundable after:

  • The subscription has been activated.
  • Paid features have been enabled.
  • Employee data has been processed.
  • Payroll has been calculated or generated.
  • Payslips, reports, bank sheets, or statutory files have been downloaded.
  • Onboarding, configuration, customisation, training, or support work has begun.
  • The customer has used the paid service during any part of the subscription period.

A prorated refund will generally not be provided merely because:

  • The customer stops using the software.
  • The customer cancels before the yearly subscription expires.
  • The customer reduces the number of employees.
  • The customer changes business operations.
  • An authorised employee or administrator leaves the organisation.
  • The customer does not use all available features.
  • The customer purchases an unsuitable plan without contacting SmartHireAI before payment.

Nothing in this Policy limits any refund or remedy that must be provided under applicable law. Indian e-commerce rules require accurate disclosure of refund-related information.

7. Eligible Refund Cases

SmartHireAI may consider a full or partial refund in the following verified circumstances:

Duplicate Payment

The same customer is charged more than once for the same product and subscription period.

Payment Successful but Subscription Not Activated

The payment is successfully completed, but the subscription is not activated within a reasonable period because of a verified SmartHireAI technical issue.

Incorrect Amount Charged

The customer is charged more than the amount shown on the applicable quotation, invoice, order page, or payment screen because of a verified technical error.

Service Not Provided

SmartHireAI accepts payment but is unable to activate or provide the purchased service.

Unauthorised or Fraudulent Transaction

The request relates to a suspected unauthorised transaction and is supported by information required for investigation by SmartHireAI, Razorpay, the issuing bank, or another payment provider.

8. Non-Eligible Refund Cases

A refund will generally not be provided where:

  • The customer changes their mind after activation.
  • The software has already been used for payroll processing.
  • Incorrect employee, attendance, salary, banking, taxation, or compliance information was entered.
  • A calculation or report differs because of incorrect customer data or settings.
  • The expected feature was not included in the selected plan or written quotation.
  • Access was suspended because of non-payment, misuse, unlawful activity, or violation of the Terms of Service.
  • A third-party service, government portal, bank, internet provider, or external API is temporarily unavailable.
  • The customer did not provide information required for onboarding or activation.
  • The subscription remained unused after activation.
  • The refund request was submitted without sufficient payment or account information.

9. Refund Request Procedure

A refund request must be sent from the customer’s registered email address to:

info@smarthireai.in

The request should include:

  • Customer or organisation name
  • Registered email address
  • Registered mobile number
  • Product or subscription name
  • Payment date and amount
  • Razorpay Payment ID, Order ID, or transaction reference
  • Invoice or receipt, where available
  • Reason for requesting the refund
  • Screenshots or supporting evidence
  • Other information reasonably required for verification

Requests involving duplicate payments, failed activation, or incorrect charges should preferably be submitted within 7 days of the transaction.

Submitting a refund request does not guarantee approval. SmartHireAI may review payment records, account activity, subscription activation, service usage, downloaded files, and supporting information before making a decision.

10. Refund Review and Approval

SmartHireAI may contact the customer for additional information during the review process.

A request may be approved, partially approved, or rejected depending on:

  • Payment status
  • Subscription activation status
  • Service usage
  • Work already completed
  • Downloaded reports or exports
  • Verified technical records
  • Applicable plan conditions
  • Applicable legal requirements

Where part of the service has already been delivered, SmartHireAI may deduct the reasonable value of completed onboarding, configuration, customisation, processing, training, or other services before approving a partial refund, where legally permitted.

11. Refund Processing

An approved refund will normally be initiated through Razorpay or the payment method used for the original transaction.

Where supported, the refund will be returned to the original payment source.

The time required for the refund to appear may depend on the payment method, issuing bank, payment gateway, and banking network.

SmartHireAI is not responsible for processing delays occurring after an approved refund has been successfully initiated with the payment provider.

Where available, the customer may be provided with an ARN, RRN, UTR, refund ID, or other tracking reference.

12. Failed, Pending, or Reversed Payments

A payment may occasionally be debited from the customer but not successfully confirmed to SmartHireAI.

In such cases:

  • The customer should check the payment status with the bank or payment provider.
  • The payment may be automatically reversed by the banking network.
  • SmartHireAI may request a bank statement, transaction reference, or payment screenshot.
  • Subscription access will be activated only after successful payment confirmation.

A failed, pending, or automatically reversed payment will not be treated as a completed subscription purchase.

13. Chargebacks and Payment Disputes

Customers should contact SmartHireAI before initiating a chargeback or payment dispute so that the matter can be investigated and resolved.

Submitting a false, misleading, or fraudulent chargeback may result in account suspension or termination.

SmartHireAI may provide payment records, invoices, activation records, account activity, service-usage information, and customer communications to the payment provider or bank when responding to a legitimate payment dispute.

14. Customisation, Setup, and Professional Services

Fees paid for custom software development, data migration, special configuration, employee-data setup, implementation, training, consulting, or other professional services may become non-refundable once the work has begun.

Where a separate quotation, statement of work, invoice, or written agreement applies, its refund and cancellation conditions will take priority for that specific service.

15. Changes to This Policy

SmartHireAI may update this Refund and Cancellation Policy to reflect changes in products, subscription rules, payment processes, legal requirements, or business practices.

The updated Policy will be published on this page with a revised “Last Updated” date.

Changes will not normally affect a refund request that was already approved before the revised Policy became effective.

16. Contact Us

For subscription cancellation, billing questions, duplicate payments, or refund requests, contact:

SmartHireAI
Email: info@smarthireai.in
Website: www.smarthireai.in
Location: Nagpur, Maharashtra, India