Refund & Cancellation Policy

1. Nature of Services

This Refund & Cancellation Policy applies to all commercial transactions conducted with WSNL NOVASERVE LLP (LLP CIN: ACH-7986, PAN: AAEFW9006A) through our website https://novaserve.tech or authorized billing channels.

WSNL NOVASERVE LLP provides specialized Internet Subscriber Management Services, software rental, cloud RADIUS AAA platform hosting, automated ISP billing, and management tools to Internet Service Providers across India. Our services are billed on a recurring advance software rental and subscription model (monthly, quarterly, semi-annually, or annually).

2. Cancellation Policy

We believe in straightforward and hassle-free cancellation terms for our ISP clients:

• Cancellation Before Next Billing Cycle: You may cancel your software rental subscription at any time prior to the commencement of the upcoming renewal period by sending an email notice to support@novaserve.tech or logging a cancellation request within your administrative console.
• Continuation Until Expiration: Upon receipt and processing of your cancellation request, no subsequent renewal charges will be levied. Your platform access, AAA authentication, and reporting consoles will remain fully functional until the end of your currently paid billing term.
• Data Export Window: Following subscription cancellation, you are granted a window of 15 (fifteen) business days to export your subscriber lists, accounting ledgers, and invoice histories before the tenant environment is safely decommissioned.

3. Refund Eligibility

As a provider of cloud-hosted SaaS infrastructure and software rental services, the following principles govern refund claims:

• Active & Consumed Services: Because dedicated cloud resources, database partitions, and carrier-grade AAA daemon licenses are allocated immediately upon activation, fees paid for already consumed subscription periods, setup/onboarding fees, and custom development are generally non-refundable.
• Free Trials & Pre-Sales Demos: We encourage all prospective ISP operators to evaluate NovaServe Radius through a guided live demonstration and proof-of-concept trial prior to committing to paid software rental.
• Verified Service Non-Delivery: In the rare event that NovaServe fails to provision or activate your software rental instance due to an internal system fault that cannot be resolved within 5 (five) business days of confirmed payment, you are entitled to a full 100% refund of the subscription fee paid for that period.

4. Duplicate or Erroneous Charges

If an error occurs during the online checkout or renewal payment process resulting in an improper deduction, we guarantee full protection:

• Duplicate Transaction Debits: If your bank account, card, or UPI VPA was debited multiple times for a single renewal invoice due to payment gateway timeout, the duplicate amount will be refunded in full.
• Deduction Without Plan Activation: If money was debited from your account but the payment gateway failed to deliver a success callback to our server, our automated reconciliation engine will identify the pending transaction and either auto-activate the plan or issue a full refund to the originating source.
• Incorrect Billing: If an invoice was calculated incorrectly due to an erroneous automated billing rule, the overbilled amount will be credited or refunded immediately upon notification.

5. How to Request a Refund

To ensure swift verification and reconciliation, please follow these simple steps:

1. Send an email to our dedicated billing desk at support@novaserve.tech with the subject line:
   Refund Request: [Your Entity Name / Invoice Number]
2. Include the following transaction details in your email:
   • Registered Business / Operator Name
   • NovaServe Invoice Number or Order ID
   • Payment Gateway Transaction ID / Bank UTR Number
   • Date and Amount Debited (in INR)
   • Brief explanation of the error or reason for refund
3. Attach a digital copy of the payment receipt or bank statement debit snippet.

6. Refund Processing Timelines & Mode

We process all verified refunds promptly in compliance with Reserve Bank of India (RBI) payment settlement standards:

Note: In accordance with banking security protocols, all refunds must be returned directly to the original payment source (same bank account, debit/credit card, or UPI ID) from which the payment originated. We cannot process refunds to unrelated third-party accounts.

7. Billing Support & Dispute Resolution

If you have any questions, concerns, or disputes regarding an invoice or deduction, we encourage you to contact our team first before raising a bank dispute or chargeback. We are committed to resolving billing inquiries fairly and expeditiously.