Refund & Cancellation Policy

1. Policy Overview

At BLookHub, we strive to ensure customer satisfaction with our white-label SaaS platform. This Refund & Cancellation Policy outlines the terms under which refunds and cancellations are processed for our various subscription and licensing models.

Please read this policy carefully before making a purchase. By subscribing to or purchasing our Services, you agree to this policy.

2. Subscription Model (Monthly/Annual)

2.1 Free Trial

We offer a 14-day free trial for new customers on select subscription plans. No payment is required during the trial period. You can cancel anytime during the trial without being charged.

2.2 Monthly Subscriptions

• Billing: Charged monthly on the subscription start date
• Cancellation: You may cancel anytime. Cancellation takes effect at the end of the current billing period
• Refunds: No refunds for partial months. You retain access until the end of the paid period
• Pro-rata Refunds: Not applicable for monthly subscriptions

2.3 Annual Subscriptions

• Billing: Charged annually with a discount (typically 15-20% off monthly pricing)
• Cancellation: You may cancel anytime within the first 30 days for a full refund
• Refunds After 30 Days: Pro-rata refund for unused months, minus a 10% processing fee
• Auto-Renewal: Annual subscriptions auto-renew unless cancelled 7 days before renewal date

2.4 Cancellation Process

To cancel your subscription:

1. Log in to your account dashboard
2. Navigate to "Billing" or "Subscription"
3. Click "Cancel Subscription" and follow the prompts
4. Or email us at hello@blookai.com with your account details

Cancellations are processed within 24 hours. You will receive an email confirmation.

3. One-Time License + AMC (CAPEX Model)

3.1 One-Time License Fee

• Payment: One-time payment for lifetime license (typically ₹99,999+)
• Refund Window: 7 days from deployment/go-live date
• Conditions: Refund available if platform does not meet agreed specifications
• Partial Deployment: If customization has begun, a 30% restocking fee applies
• Non-Refundable After: 7 days or once deployed to production

3.2 Annual Maintenance Contract (AMC)

• Billing: Charged annually for updates, support, and hosting
• Refund: Pro-rata refund if cancelled within first 30 days
• Renewal: Optional renewal each year
• Non-Renewal: If AMC is not renewed, you retain the software but lose support, updates, and hosting

4. Partner / Reseller Model

Refund and cancellation terms for Partner/Reseller agreements are defined in the individual Partner Agreement. Typical terms include:

• Setup Fees: Non-refundable once onboarding begins
• Monthly/Annual Fees: Subject to agreement terms, usually 30-day notice for cancellation
• Multi-Tenant Subscriptions: Cancellation affects all sub-accounts under the partner
• Data Export: Partners receive 60 days to export client data after cancellation

For specific refund terms, refer to your signed Partner Agreement or contact our partnerships team.

5. Refund Eligibility Criteria

Refunds may be granted in the following situations:

5.1 Eligible for Refund

• Platform fails to meet documented specifications or features
• Critical bugs rendering the platform unusable, unresolved within 7 business days
• Duplicate charges or billing errors
• Service downtime exceeding 5% in a billing period (99.9% uptime guarantee)
• Cancellation within applicable refund window (as outlined above)

5.2 Non-Refundable

• Change of mind or business strategy after deployment
• Failure to use the platform or access features
• Issues caused by third-party integrations not provided by BLookHub
• Customization requests not included in original agreement
• Subscription renewals (can only cancel future renewals)
• Add-on modules purchased separately after initial subscription

6. Refund Processing

6.1 How to Request a Refund

1. Email your refund request to hello@blookai.com
2. Include: Account email, reason for refund, transaction ID
3. Our team will review within 3-5 business days
4. If approved, refund will be processed to your original payment method

6.2 Refund Timeline

• Review Period: 3-5 business days
• Processing Time: 7-10 business days after approval
• Bank Processing: Additional 5-7 business days depending on your bank
• Total Time: Expect 2-4 weeks from request to account credit

6.3 Refund Method

Refunds are issued to the original payment method used for purchase:

• Credit/Debit Card: Refunded to the same card
• UPI/Net Banking: Credited to the linked bank account
• Bank Transfer: If original method is unavailable, we can process a bank transfer

7. What Happens After Cancellation?

7.1 Immediate Effects

• Your subscription is marked for cancellation
• Access continues until the end of the current billing period
• Auto-renewal is disabled
• You receive a cancellation confirmation email

7.2 End of Billing Period

• Platform access is disabled
• White-label modules go offline
• Your custom domain stops pointing to our servers
• Admin dashboard access is removed

7.3 Data Retention

• 30-Day Grace Period: Data is retained for 30 days after cancellation
• Data Export: You can export all data during this period
• After 30 Days: All data is permanently deleted (except transaction records required by law)
• Recovery: Data cannot be recovered after deletion

8. Payment Failures & Suspension

• Failed Payment: If a subscription payment fails, we will retry for 3 days
• Grace Period: 7-day grace period to update payment information
• Suspension: Account suspended after 7 days; data retained for 30 days
• Reactivation: Update payment method to reactivate; no refunds for downtime
• Final Deletion: Data permanently deleted 30 days after suspension

9. Chargebacks & Disputes

We encourage you to contact us directly before initiating a chargeback with your bank. Chargebacks can delay resolution and may incur additional fees.

• Chargeback Process: Immediate account suspension pending investigation
• Chargeback Fees: ₹1,000 administrative fee for invalid chargebacks
• Resolution: We will work with you and your bank to resolve disputes fairly
• Account Reinstatement: Requires payment of outstanding balance + chargeback fees (if applicable)

10. Special Circumstances

10.1 Service Outages

If our platform experiences extended downtime (>5% in a billing period), you may be eligible for:

• Pro-rata credit for downtime hours
• Free extension of service period
• Refund if downtime exceeds 10% in a month

10.2 Force Majeure

Refunds are not provided for service disruptions due to events beyond our control (natural disasters, government actions, internet failures, etc.).

10.3 Beta Features

Features marked as "Beta" or "Experimental" are provided as-is and are not covered under refund policies. We recommend testing before production use.

11. Questions or Concerns?

If you have questions about refunds, cancellations, or billing, contact our support team:

• Email: hello@blookai.com
• Phone: +91-88280-34100
• Support Hours: 10 AM - 7 PM IST, Monday-Saturday
• Address: Paragan Plaza, Phoenix MarketCity Mall, LBS Marg, Kurla West, Mumbai 400070

12. Policy Updates

We may update this Refund & Cancellation Policy from time to time. Material changes will be communicated via email. Continued use of our Services after changes constitutes acceptance of the updated policy.