This Refund and Cancellation Policy (the “Policy”) sets out the terms on which subscriptions to the FynHelp platform (the “Service”), offered by FynHelp (“FynHelp”, “we”, “us” or “our”), may be cancelled and refunded. It forms part of, and should be read together with, our Terms and Conditions of Service.
This Policy is framed in accordance with the Consumer Protection (E-Commerce) Rules, 2020, the applicable directions of the Reserve Bank of India, and the Central Goods and Services Tax Act, 2017 (the “CGST Act”).
1. Summary of refund eligibility
The table below summarises the position. The detailed provisions of this Policy prevail in the event of any inconsistency.
| Circumstance | Refund position |
|---|---|
| Free trial | No charge is levied; no refund arises |
| Monthly subscription cancelled during a billing month | No refund; access continues until the end of that month |
| Annual subscription cancelled within seven (7) days of the first annual payment | Full refund |
| Annual subscription cancelled after seven (7) days | No refund; access continues until the end of the annual term |
| Charges for additional active Client Entities | Not refundable once the entities have been processed |
| Duplicate charge, charge after cancellation or incorrect amount | Full refund |
| Amount debited but subscription not activated | Full refund |
2. Free trial
The fourteen (14) day free trial on the Starter plan does not require a payment method, and no charge is levied for it.
If the Customer does not subscribe to a paid plan, access is suspended on expiry of the trial. No cancellation is required.
3. Monthly subscriptions
Monthly subscriptions are billed in advance at the start of each billing month.
A monthly subscription may be cancelled at any time. Cancellation prevents the next renewal, and the Customer retains full access until the end of the billing month already paid for.
Fees for partial months, unused Client Entity allowance, or months in which the Service was not used are not refundable. The free trial is offered so that the Service may be evaluated before any payment is made.
4. Annual subscriptions
Annual subscriptions are billed in advance for a period of twelve (12) months at the applicable discounted annual rate.
Initial refund window. Where the Customer cancels within seven (7) days of its first annual payment, FynHelp shall refund the full amount paid. This entitlement is available once per Customer and applies only to the first annual purchase.
After the expiry of the initial refund window, annual subscriptions are non-refundable. Cancellation prevents the next renewal, and the Customer retains access until the end of the annual term.
Renewals. FynHelp shall send a reminder by email not less than seven (7) days before each annual renewal. Where the Customer cancels within seven (7) days of being charged for a renewal and has not processed any Client Entity during the renewed term, FynHelp shall refund the renewal charge in full.
5. Upgrades and downgrades
An upgrade to a higher plan takes effect immediately, and the Customer is charged only the pro-rated difference for the remainder of the current Subscription Term.
A downgrade to a lower plan takes effect from the next renewal date and does not give rise to any refund.
6. Cancellation
A subscription may be cancelled through Settings > Billing > Cancel subscription, or by writing to billing@fynhelp.com from the registered email address, stating the name of the firm.
FynHelp shall confirm every cancellation by email within forty-eight (48) hours.
No fee or charge is levied for the cancellation of a subscription.
Following the end of the Subscription Term, the Customer may export its data and reports for a period of thirty (30) days, after which the data is deleted in accordance with our Privacy Policy.
Where FynHelp terminates a subscription for any reason other than the Customer’s breach of the Terms and Conditions of Service, FynHelp shall refund the unused portion of any prepaid Fees on a pro-rata basis.
7. Billing errors and failed transactions
Notwithstanding any other provision of this Policy, FynHelp shall refund in full any amount charged in duplicate, charged after a confirmed cancellation, charged in an incorrect amount, or charged for a plan that the Customer did not select.
Where an amount has been debited but the payment has failed or the subscription has not been activated, the amount is ordinarily reversed automatically by the issuing bank or the payment gateway within the turnaround times prescribed by the Reserve Bank of India for failed transactions. If it is not reversed, the Customer may write to billing@fynhelp.com quoting the transaction reference, and FynHelp shall resolve the matter within five (5) business days.
Billing errors should be reported within sixty (60) days of the relevant charge to enable FynHelp to trace the transaction with its payment gateway.
8. Mode and timelines for refunds
Approved refunds are made to the original mode of payment through FynHelp’s payment gateway, Razorpay. Refunds are not made in cash or to any other account, except where the original mode of payment is no longer available, in which case an alternative mode shall be agreed with the Customer in writing.
FynHelp shall accept or reject a refund request within five (5) business days of receipt and shall initiate approved refunds within three (3) business days of approval.
Once initiated, refunds are ordinarily credited by the bank or card network within five (5) to seven (7) business days. The time taken after initiation depends on the Customer’s bank.
FynHelp shall provide the Customer with the refund reference number (ARN or UTR) to enable the refund to be tracked with the bank.
9. Goods and services tax
Every refund shall be supported by a credit note issued under section 34 of the CGST Act with reference to the original tax invoice.
The refund shall include the Goods and Services Tax paid where the credit note is issued within the time limit specified in section 34 of the CGST Act, namely the thirtieth day of November following the end of the financial year in which the original invoice was issued, or the date of filing of the relevant annual return, whichever is earlier.
Where a refund is approved after that time limit, only the amount exclusive of Goods and Services Tax shall be refunded, as tax already discharged can no longer be adjusted.
A Customer that has availed input tax credit on the original invoice shall reverse such credit to the extent of the credit note, as required under the CGST Act.
10. Chargebacks
The Customer is requested to contact FynHelp before raising a chargeback with its bank, as most matters can be resolved more quickly directly. FynHelp may suspend access to the Customer’s account while a chargeback is under review.
11. Grievance redressal
Refund queries may be addressed to billing@fynhelp.com. A Customer that is not satisfied with the response may contact our Grievance Officer:
- Name
- To be published
- Designation
- Grievance Officer
- Address
- the address to be published on this page
- grievance@fynhelp.com
- Telephone
- To be published
FynHelp shall acknowledge every complaint within forty-eight (48) hours, assign it a ticket number, and resolve it within one (1) month of receipt, in accordance with the Consumer Protection (E-Commerce) Rules, 2020.
12. Amendments
FynHelp may amend this Policy on not less than fifteen (15) days’ notice by email. Amendments shall not affect refund entitlements in respect of payments made before the amendment takes effect.