Cancellation & Refund Policy

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This Cancellation & Refund Policy (“Policy”) explains how cancellations, refunds, and payment issues are handled for BillTrack, the cloud GST billing and accounting software owned and operated by Turain Software Pvt. Ltd. (the “Company”, “we”, “us”, “our”). It applies to everyone who purchases or uses a BillTrack subscription or any other paid service from us (“User”, “you”, “your”).

Effective Date: October 2026 | Last Updated: October 2026

This Policy forms part of our Terms & Conditions and should be read together with our Privacy Policy, Shipping Policy, and Data Deletion Policy. This Policy replaces and prevails over any earlier refund or cancellation statement on our website or app, including any earlier version of our Refund Policy. By making a payment or using BillTrack, you confirm that you have read and agree to this Policy. Please read it carefully before you pay.

Contents

  1. Policy at a Glance
  2. Scope and Nature of Our Services
  3. Subscription Cancellation
  4. Refunds for Activated Subscriptions
  5. Subscription Payment Issues (Plan Not Activated or Not Showing)
  6. How to Report a Payment Issue
  7. How Approved Refunds Are Processed
  8. Failed Transactions, Double Debits, and Chargebacks
  9. Invoice Cancellation by Users
  10. Change of Business Details
  11. Account Deletion, Suspension, and Termination
  12. Renewals, Recurring Payments, and Taxes
  13. Changes to Plans, Prices, or the Services
  14. Your Statutory Rights
  15. Frequently Asked Questions
  16. Contact Us and Grievance Redressal
  17. Governing Law and Disputes
  18. Changes to This Policy

1. Policy at a Glance

This summary is provided for convenience. The full details in the sections below apply.

  • You want to cancel a subscription that has been purchased and activated – An activated subscription cannot be cancelled. No refund is given for activated subscriptions. (Section 3 and Section 4)
  • You paid, but the plan is not activated or not shown in the software, and the payment has not reached the Company’s account – The amount will be refunded to the original payment method. (Section 5)
  • You paid, but the plan is not activated or not shown in the software, and the payment has been credited to the Company’s account – The Company will activate the plan manually from the admin panel. No refund is issued in this case. (Section 5)
  • You cancel an invoice you created for your own customer – This is entirely your responsibility. The Company is not responsible for the cancellation or any dispute arising from it, or for payments, refunds, and settlements between you and your customers. (Section 9)
  • You change the business name and business category on an account registered with the same mobile number – Invoices from the previous business profile will not be available, and the Company will not provide backup or recovery. Download or back up your reports first. (Section 10)

2. Scope and Nature of Our Services

  • BillTrack is a cloud-based software service delivered digitally. Access is provided online through the website, mobile app, or desktop app after registration and, for paid plans, after payment confirmation. There is no physical product to return.
  • Paid features are made available for a fixed subscription term. Once a plan is activated, the Company has made the Services available to you and has incurred the cost of providing them (including cloud storage, support, and licensing), which is why activated subscriptions are non-cancellable and non-refundable under this Policy.
  • You are a business user. You purchase BillTrack for your business, trade, or profession. Please check the plan, features, price, and term on our Pricing page, and use our demo (Request a Demo) or contact our team, before you pay.
  • This Policy covers payments made to the Company. It does not cover payments between you and your own customers or vendors, which are your responsibility (see Section 9).

3. Subscription Cancellation

3.1 Activated subscriptions cannot be cancelled

  • Once a subscription has been purchased and activated, it cannot be cancelled.
  • Your subscription remains active for the full term you purchased and continues to be governed by our Terms & Conditions for that term.

3.2 What this means in practice

  • There is no “cancel subscription” option for a plan that has been activated, whether you contact us by phone, WhatsApp, email, or any other channel, and whether you ask shortly after purchase or later in the term.
  • Not using the software, uninstalling the app, closing or deleting your account, or switching to another product does not cancel the subscription or create any right to a refund or credit.
  • Unused days, unused features, or unused invoices or users in your plan cannot be refunded, carried forward, credited, transferred, or extended.
  • A subscription is for the registered business and mobile number that purchased it and cannot be transferred to another person or business.
  • Purchasing a different plan, or an additional plan or add-on, is a new purchase and is also subject to this Policy. It does not cancel or create a refund for the earlier plan.

3.3 Choosing not to renew

You may choose not to renew your plan at the end of its term. Choosing not to renew only means that no further subscription charge will be made. It does not cancel or refund a subscription that is already activated. If you have set up an automatic payment (e-mandate) for any renewal, you may stop or withdraw that mandate through your bank, UPI app, or the relevant payment provider. Doing so stops future charges only (see Section 12).

3.4 Before you buy

Because activated subscriptions cannot be cancelled, please make sure that the plan, the term, the price, and your account details (mobile number and business details) are correct before you complete payment. If you are unsure, please contact our support team before paying.

4. Refunds for Activated Subscriptions

  • No refunds will be issued for activated subscriptions.
  • This applies in full whatever the reason, including change of mind, wrong plan selection, purchase made by mistake, lack of use, business closure, a change of business details, deletion of your account, a change in your staff or business needs, or dissatisfaction that is not a failure by the Company to activate the plan.
  • This also applies where a plan was activated manually under Section 5.
  • The only situation in which a subscription payment is refunded is the one described in Section 5.1 (payment did not reach the Company’s account), together with any refund that the Company is required to make under applicable law.

5. Subscription Payment Issues (Plan Not Activated or Not Showing)

Sometimes a payment is made but the plan does not activate or does not appear in the software, for example because of a bank or network delay or a technical issue. In that case:

5.1 What we will do

  1. We will check the payment status. After you report the issue (see Section 6), the Company will check the status of your payment with the payment gateway and in our records.
  2. If the payment has not reached the Company’s account, the amount will be refunded (see Section 7 for how and when).
  3. If the payment has been credited to the Company’s account, the Company will activate the plan manually from the admin panel. No refund will be issued in this case.

5.2 Summary of outcomes

  • Money debited from your account, but payment has not reached the Company’s account: Refund of the amount to the original payment method.
  • Payment credited to the Company’s account, but plan not activated or not showing: Manual activation of the plan from the admin panel. No refund.
  • No payment found (no debit from your account): No refund is applicable because no money was received. Please check your bank or UPI statement and contact us with proof of debit if you believe a debit occurred.

5.3 Important points

  • Payment gateways, banks, and UPI providers sometimes show a payment as “pending” or “processing” for some time. In many cases the payment status settles by itself and the plan is activated automatically, or the bank reverses the debit automatically. We recommend waiting a short while and refreshing or re-logging in to the app before contacting us.
  • Please do not make repeated payments for the same plan while a payment is pending. Check the status first or contact us.
  • Our decision is based on the payment gateway’s settlement records and our own records, which will be treated as the final record of whether a payment was received.
  • Manual activation is made for the plan and term that you purchased and for the mobile number and Business Profile registered against that payment. We can activate the plan only on the account for which the payment was made, so please give the correct registered mobile number.
  • Where we cannot verify a payment because incomplete or incorrect details were provided, we may ask for more information, and the process will resume when we receive it.

6. How to Report a Payment Issue

To help us check quickly, contact our support team as soon as possible after the payment, using any of the channels below, and share:

  • your registered mobile number (and email address, if any) and the business name on your BillTrack account;
  • the plan you bought and the amount paid;
  • the date and time of payment and the payment method used (UPI, card, net banking, etc.);
  • the payment reference details: Razorpay payment ID or order ID, or UTR / bank reference number, as shown on your payment confirmation, SMS, email, or bank statement; and
  • a screenshot of the payment confirmation or the debit entry on your bank or UPI statement.

Support channels

• Timelines. We aim to acknowledge your request within 2 working days and to complete the payment status check and tell you the outcome (refund or manual activation) within 5 working days after we receive complete details. Working days are Monday to Saturday, excluding public holidays. Time taken by banks, payment gateways, or you in providing details is not counted.

7. How Approved Refunds Are Processed

Refunds are made only in the case described in Section 5.1 (and where required by law).

  • Refund method: The refund is made only to the original payment method used for the transaction (the same bank account, card, or UPI ID). We do not refund by cash, cheque, or to a different account or wallet.
  • Refund initiation: Once we confirm that a refund is due, we initiate it through the payment gateway, generally within 5–7 working days from our confirmation.
  • Time to reflect: After initiation, the time for the amount to reflect in your account depends on your bank, card issuer, or UPI provider, and is typically 5 to 10 working days. Card and net-banking refunds can take longer than UPI refunds.
  • Amount: The refund will be the amount that we confirm as not received by us. Bank charges, gateway charges, currency conversion differences, or taxes that your bank or provider deducts on their side are not under our control.
  • Tracking: If you have not received the refund after the stated period, please write to us with your payment reference and, if available, the refund reference or ARN number that we shared, and we will help you follow it up with the payment gateway. You may also contact your bank with the refund reference.
  • Tax invoice: Where a refund is made, any related tax invoice or credit note will be handled as required by law.

8. Failed Transactions, Double Debits, and Chargebacks

  • Failed transactions: If a payment fails in the app or on the payment page but your account is debited, the amount is generally reversed by your bank or UPI provider to your account automatically, normally within a few working days as per the bank’s timelines and applicable Reserve Bank of India rules. If it is not reversed in the standard period, please contact your bank first and then contact us with your transaction details so that we can check the payment status.
  • Where the payment is credited to us: If a payment shown as failed to you has in fact been credited to the Company’s account, Section 5 applies (manual activation, no refund).
  • Chargebacks and disputes: Please contact us first if you have a concern about a payment so that we can try to resolve it quickly. If you raise a chargeback or dispute with your bank or card issuer, we may submit our records (including your account details, payment records, and proof that the Services were provided or the plan activated) to the payment gateway and bank to respond, and we may restrict access to paid features until the dispute is resolved. Raising a chargeback for a payment that was properly credited and for which the Services were provided may be treated as a breach of the Terms & Conditions.
  • Fraudulent or unauthorised payments: If you believe that a payment was made without your authority, please inform your bank and us immediately. We may place a hold or reverse the transaction where we reasonably suspect fraud, in cooperation with the payment gateway and banks.

9. Invoice Cancellation by Users

BillTrack allows you to create, edit, and cancel invoices and related documents for your own customers. This section explains who is responsible for those actions. It applies to every business that purchases or uses BillTrack.

  • Businesses that purchase BillTrack are solely responsible for all invoices they create or cancel for their own customers.
  • The Company is not responsible for any invoice cancelled by a user, or for any dispute that arises from it.
  • All payments, refunds, and settlements between a user and their customers are the user’s responsibility. The Company has no liability for these transactions.

9.1 What this includes

  • Your invoices, your records: The invoices and other documents you generate are your business records. The Company does not review, approve, or verify them and cannot cancel, reverse, or alter them on your behalf for your customers.
  • Customer refunds and settlements: If you cancel an invoice and need to refund or settle money with your customer, adjust advances or credit, or issue a credit note, you must do this directly with your customer. The Company does not collect, hold, or refund your customers’ money, and will not pay or refund any amount to your customers or on your behalf.
  • Disputes: Any dispute between you and your customers, vendors, or any other party about an invoice, a cancellation, goods, services, price, tax, or payment is between you and them. The Company is not a party to it and does not take part in or mediate it.
  • Tax and legal consequences: You are responsible for the tax and legal effect of cancelling or amending an invoice, including GST treatment, credit notes, e-invoice or e-way bill requirements, reversal of input tax credit, and returns, in line with the laws that apply to your business. BillTrack is a tool and not tax advice.
  • Subscription fee unaffected: Cancelling invoices in BillTrack has no effect on your subscription, and does not create any refund, credit, or adjustment of the fees you paid to the Company.
  • Limited support: We can help you understand how the software features work, but we cannot restore, recreate, or verify the legal validity of invoices for your customers’ dealings.

10. Change of Business Details

Your account is registered with a mobile number, and your records are linked to the Business Profile (business name and business category) under which they were created.

  • If a user changes the business name and business category on an account registered with the same mobile number, invoices from the previous business profile will not be available.
  • The Company will not provide any backup or recovery of those previous invoices.
  • Users should download or back up their reports before changing business details, if needed. The Company will not be responsible for any data lost after the change.

10.1 Please note

  • Before you change your business name and category, please download and save the invoices, ledgers, stock records, and reports you may need for your accounts, tax filings, audits, or legal purposes.
  • Once the change is made, we are not able to bring back or export the previous Business Profile’s records, even if you later change the details back or contact support, and a change of business details does not give any right to a refund or credit of your subscription.
  • If you are unsure whether a change will affect your records, please contact our support team before making the change.

11. Account Deletion, Suspension, and Termination

  • Deleting your account: You can request deletion of your account under our Data Deletion Policy. Deleting your account does not cancel an activated subscription and does not entitle you to any refund, credit, or pro-rata adjustment. Deleted data may not be recoverable, so please download what you need first.
  • Suspension or termination by us: If we suspend or close your account because of a breach of our Terms & Conditions, misuse, fraud, or abusive conduct, or where required by law, no refund of any subscription fee will be given.
  • Payment disputes: We may restrict paid features while a chargeback or payment dispute is being resolved (see Section 8).

12. Renewals, Recurring Payments, and Taxes

  • Renewal: Unless you have chosen an automatic renewal option offered by us, your subscription does not renew automatically. You renew by purchasing a new plan or renewing in the app or on the website. Renewals are new purchases and are subject to this Policy.
  • Automatic payments: If you authorise an automatic recurring payment, it will be made only through a mandate that follows the rules of the Reserve Bank of India for recurring payments (including prior notification and your right to withdraw). You can stop the mandate through your bank, UPI app, or payment provider. Stopping the mandate or declining a renewal stops future charges only. It does not cancel or refund a subscription that has already been paid for and activated, and it does not cancel a charge that has already been made.
  • Taxes: Prices are in Indian Rupees. Applicable taxes, including GST, are charged as shown at checkout and on your tax invoice. Taxes follow the amount of the underlying charge, and are refunded only where the underlying amount is refunded under Section 5.1 or by law.
  • Tax invoice: We will provide a tax invoice or payment receipt for payments received, to the registered email or in your account where available. Please make sure that the business name and GSTIN (if you want to claim input tax credit) are correct at the time of purchase, as we may not be able to change them later.

13. Changes to Plans, Prices, or the Services

  • We may update our plans, prices, and features from time to time. Changes apply to future purchases and renewals and do not change the term of a plan that you have already paid for and that is active, except as stated in the Terms & Conditions.
  • We may change, improve, or remove individual features, or modify how they work, including to meet legal, security, or technical needs. Such changes do not by themselves give a right to cancel or to a refund.
  • If we permanently discontinue the Services as a whole, we will give reasonable prior notice and give you a chance to download your records. Any treatment of unused subscription periods in that case will be as we notify you or as required by law.
  • The Services depend on third parties (such as cloud hosting, internet, payment, SMS, and WhatsApp providers). Temporary interruptions, maintenance, or slowdowns do not entitle you to a refund or cancellation. Please see our Terms & Conditions for the limits of our liability.

14. Your Statutory Rights

  • BillTrack is a business-to-business product that you buy for the purposes of your business. This Policy is intended to apply to such commercial purchases to the fullest extent permitted by law.
  • Nothing in this Policy removes, limits, or excludes any right that you have under applicable law that cannot lawfully be excluded or waived, including any right under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, if and to the extent they apply to you. Where the law requires us to make a refund or give you a remedy, we will do so.
  • Our payment processing is carried out through the payment gateway in compliance with applicable RBI guidelines. You may also use any grievance process available through your bank or payment provider for your payment.

15. Frequently Asked Questions

Can I cancel my BillTrack subscription after buying it?

No. Once a subscription has been purchased and activated, it cannot be cancelled, and no refund is given for activated subscriptions.

I paid, but my plan is not showing in the software. What should I do?

Wait a short while, then refresh or sign in again. If the plan still does not show, contact our support team with your registered mobile number and payment details (see Section 6). We will check the payment status. If the money has not reached us, it will be refunded. If the money has reached us, we will activate your plan manually from the admin panel.

If you activate my plan manually, can I get a refund?

No. If the payment has been credited to the Company’s account, the plan is activated manually and no refund is issued.

My money was debited but I don’t see any success message. Will I get it back?

If the amount did not reach the Company’s account, it will be refunded to your original payment method. Many such cases are also reversed automatically by your bank. If the amount did reach us, your plan will be activated.

How long does a refund take?

After we confirm that a refund is due, we initiate it generally within 5–7 working days, and it may take around 5–10 working days more to appear in your account, depending on your bank and payment method (see Section 7).

I cancelled an invoice by mistake. Can BillTrack help my customer or refund them?

No. Invoices, cancellations, and the payments, refunds, and settlements with your customers are your responsibility. The Company is not responsible for them and has no liability for these transactions (see Section 9).

I changed my business name and category. Where are my old invoices?

Invoices from the previous business profile are not available after the change, and the Company cannot provide a backup or recovery. Please download or back up your reports before changing business details (see Section 10).

I deleted my account. Do I get a refund for the remaining period?

No. Deleting your account does not cancel an activated subscription or give a right to a refund.

Can I stop my plan from renewing?

Yes, you can choose not to renew when the term ends, and you can stop any automatic payment mandate through your bank or payment provider. This only stops future charges.

16. Contact Us and Grievance Redressal

For any question about this Policy, a payment issue, or a complaint, please contact:

BillTrack (Turain Software Pvt. Ltd.)
Website: billtrack.co.in
Email: support@billtrack.co.in | support@turaingrp.com
Phone / WhatsApp: +91 9230996919, +91 8240105899
Registered / Office Address: 6/12 Poddarnagar, Kolkata-700068, West Bengal, India

If you are not satisfied with the first response, you may escalate to our Grievance Officer using the details in Section 23 of our Privacy Policy. We acknowledge grievances promptly and aim to resolve them within the time required by applicable law.

17. Governing Law and Disputes

This Policy is governed by the laws of India. Any dispute relating to this Policy will be dealt with under the dispute-resolution provisions of our Terms & Conditions (amicable resolution, followed by arbitration seated in Kolkata, and the exclusive jurisdiction of the courts at Kolkata, West Bengal, India).

18. Changes to This Policy

We may update this Policy from time to time to reflect changes in our Services, payment processes, or the law. The “Last Updated” date shows when it was last changed. Changes apply to purchases made after the update, and the Policy in force at the time of your payment will apply to that payment. Your continued use of BillTrack after an update means that you accept the updated Policy.

BillTrack – Turain Software Pvt. Ltd. · Cancellation & Refund Policy · October 2026