Refund & Cancellation Policy

1 Scope of this policy

This policy applies to payments made directly for a VC HotelDesk subscription, including monthly and yearly plans.

It does not apply to separately contracted services, including custom development, data migration, implementation, on-site training, hardware, domain, hosting or third-party services. Those services may be governed by a separate quotation or agreement.

2 Digital service

VC HotelDesk is delivered electronically. Access may become available immediately after successful registration, subscription activation and payment verification.

Because there is no physical product, a subscription cannot be physically returned. However, eligible customers may request a refund under the conditions described below.

3 Free trial

Eligible users may receive a 28-day free trial for supported subscription plans. No subscription refund applies to a free trial because no plan fee is charged.

The purpose of the trial is to allow the hotel to evaluate important features before purchasing a paid subscription.

Trial access may end automatically when the trial period expires. Continued use after expiry requires an active paid subscription.

4 First paid subscription

A customer purchasing a paid VC HotelDesk subscription for the first time may submit a refund request within seven calendar days from the successful payment date.

A refund request is not automatically approved. We may review:

• The subscription activation and payment status.
• The date the request was submitted.
• Platform usage after activation.
• Any technical issue reported by the customer.
• Possible misuse, duplicate accounts or fraud.

5 Eligible refund situations

A full or partial refund may be considered in the following situations:

• The same subscription payment was charged more than once.
• Payment was successful but the subscription was not activated because of an error attributable to VC HotelDesk.
• An incorrect subscription amount was charged.
• A verified technical problem made the core Platform materially unavailable and we could not resolve it within a reasonable period.
• A refund is required under applicable law.

We may request transaction details, screenshots, support ticket information or other reasonable evidence before deciding a refund request.

6 Non-refundable situations

Except where required by applicable law, a refund will normally not be issued where:

• The request is submitted after the applicable refund eligibility period.
• The customer changed their mind after extensively using the Platform.
• The customer no longer requires the Service.
• The hotel failed to cancel before a renewal or expiry-related purchase.
• The issue was caused by the customer’s internet, device, browser or local configuration.
• The customer entered incorrect hotel, guest, GST, invoice, payment or accounting information.
• A feature was available but the customer did not use it or did not request available support.
• Access was suspended because of non-payment, misuse, fraud, unlawful activity or violation of the Terms & Conditions.
• The request relates to free trial usage.
• The request relates to third-party services or separately contracted work.

7 Renewal payments

Monthly and yearly renewal payments are generally non-refundable once the renewed subscription period has started.

If an automatic renewal facility is introduced, its status and renewal terms will be displayed before activation. The customer will remain responsible for cancelling automatic renewal before the renewal date.

An accidental duplicate renewal charge may be eligible for review.

8 Subscription cancellation

A hotel owner may request cancellation from the registered account, through a support ticket or by contacting Vaishno Codex from the registered email address.

Unless otherwise agreed:

• Cancellation prevents future renewal of the subscription.
• The current subscription may remain active until its scheduled expiry date.
• Cancellation does not automatically create a refund for the unused subscription period.
• Access to subscription-protected features may stop after the expiry date.

9 Plan upgrades and downgrades

If plan upgrades or downgrades are available, the applicable price, effective date and adjustment will be displayed or communicated before confirmation.

An upgrade may take effect immediately after payment. A downgrade may take effect from the next subscription period and may reduce available limits or features.

Unused time or limits from an existing plan do not create a cash value unless a written adjustment is expressly offered.

10 AMC and additional charges

The selected subscription may include an applicable annual or monthly maintenance component, taxes or other disclosed charges.

Where a refund is approved, treatment of AMC, taxes and other charges will depend on:

• The nature of the refund.
• The amount actually collected.
• Applicable tax and accounting requirements.
• Payment gateway settlement rules.

11 Payment gateway charges

Subscription payments may be processed by an independent payment gateway. Payment processing, bank settlement and refund credit timelines may also be subject to the payment provider’s terms.

Where legally permitted, non-recoverable payment gateway charges may be deducted from an approved refund. Any applicable deduction will be communicated during the refund review.

12 How to request a refund

Submit the request through a VC HotelDesk support ticket or email us from the account’s registered email address.

Include the following information:

• Registered account holder’s name.
• Registered email address.
• Hotel name.
• Subscription plan and billing cycle.
• Payment or subscription invoice number.
• Gateway payment or transaction reference.
• Payment date and amount.
• Clear reason for requesting the refund.
• Relevant screenshots or support ticket number, where applicable.

13 Review and decision

We will review the request after receiving sufficient information. We may contact the account owner to verify identity, payment details or the reported issue.

Approval, rejection or a proposed partial refund will be communicated using the registered email address or support ticket.

A refund request does not guarantee approval.

14 Refund processing time

After approval, we will normally initiate the refund within five to ten business days.

The time required for the amount to appear in the customer’s account depends on the payment gateway, bank, card network or payment method. Delays caused by these providers may be outside our direct control.

Unless another method is legally required, the refund will normally be sent to the original payment method.

15 Failed and pending payments

If a transaction is shown as failed or pending but the amount was debited, first check the transaction status with your bank or payment provider.

Some failed transactions are automatically reversed by the bank or gateway. If the amount is not reversed within the provider’s stated period, contact us with the transaction reference.

16 Duplicate or incorrect payment

If the same subscription was charged more than once, contact us promptly. After verification, the additional eligible payment may be refunded or adjusted against a future subscription with your agreement.

17 Payment disputes and chargebacks

Before initiating a bank dispute or chargeback, please contact us so that we can investigate the transaction.

A fraudulent or unjustified chargeback may result in temporary restriction of the related subscription while the payment dispute is investigated.

18 Data after cancellation

Cancelling a subscription does not necessarily delete the hotel account or its information immediately. Certain records may be retained for account recovery, billing, tax, fraud prevention and legal obligations.

Before the subscription expires, the hotel should download any invoices, reports or records it needs to retain.

Account deletion requests are handled separately under our Privacy Policy.

19 Changes to this policy

We may update this policy to reflect changes in our plans, payment methods, business practices or applicable requirements.

The revised policy will be published on this page with an updated effective date. The policy applicable on the payment date will normally govern that payment, subject to applicable law.

20 Refund and cancellation contact

Contact Vaishno Codex for subscription cancellation, duplicate payment or refund-related assistance.