Refund & Cancellation Policy
Subscription, renewal, cancellation, and refund terms for the KhaanPaan platform.
1. Introduction
This Refund & Cancellation Policy ("Policy") governs subscription purchases, renewals, cancellations, refunds, and related commercial matters for the KhaanPaan Restaurant Management Platform ("Platform") operated by Soven Labs Private Limited ("Soven Labs", "Company", "we", "our", or "us").
By purchasing, renewing, or using a paid subscription to the Platform, the Customer agrees to this Policy.
2. Subscription Services
KhaanPaan is a software-as-a-service (SaaS) platform that provides restaurant management tools including, but not limited to:
- Point of Sale (POS)
- Billing & Invoicing
- Kitchen Order Management
- Inventory Management
- Reporting & Analytics
- Customer & Loyalty Management
- Third-Party Integrations
Access to these services is provided through subscription plans.
3. Subscription Billing
Subscriptions may be offered on monthly plans, quarterly plans, annual plans, multi-location plans, and enterprise agreements.
All subscription fees are payable in advance unless otherwise agreed in writing. Applicable taxes, including GST, may be charged separately where required by law.
4. Free Trials and Promotional Access
Where offered, free trials, pilot deployments, demonstrations, or promotional access periods are provided at the sole discretion of Soven Labs.
Unless otherwise stated, no payment is required during the trial period, trial periods may be modified or terminated at any time, and trial access does not create any entitlement to refunds, credits, or compensation.
5. Customer Cancellation
Customers may cancel their subscription at any time. Cancellation requests may be submitted through account settings where available, authorized account administrators, or official support channels.
Cancellation prevents future renewals but does not automatically entitle the Customer to a refund of fees already paid. Access to the Platform will continue until the end of the active billing period unless otherwise specified.
6. Refund Eligibility
Because the Platform provides immediate access to software services, subscription fees are generally non-refundable. However, Soven Labs may issue refunds in the limited circumstances described below.
A refund request may be considered where there is a duplicate payment, an incorrect charge materially different from the agreed subscription fee, a service activation failure after payment, or a regulatory requirement under applicable law.
7. Non-Refundable Situations
Refunds will generally not be provided for usage of the Platform, change of mind, business closure, staff turnover, lack of usage, internet or hardware issues, third-party service failures, or Customer configuration errors.
Examples include issues relating to internet connectivity, printers, tablets, routers, POS hardware, third-party devices, payment gateways, food aggregators, messaging providers, accounting software, external integrations, menu setup, pricing setup, tax configuration, inventory configuration, or user permissions.
8. Implementation and Setup Services
Where Soven Labs provides data migration, onboarding, training, configuration assistance, or custom implementation services, such services are considered delivered once performed.
Fees paid for professional services are non-refundable unless otherwise agreed in writing.
9. Custom Development
Payments made for custom features, integrations, API development, enterprise enhancements, or white-label solutions are non-refundable.
Once development work has commenced, no refunds shall be due for completed or partially completed work.
10. Annual Subscription Refunds
Annual subscriptions are offered at discounted pricing in exchange for a longer commitment period. Unless required by law or expressly approved by Soven Labs, annual subscription fees are non-refundable after activation.
11. Enterprise Agreements
Enterprise customers may operate under separate Master Service Agreements (MSAs), Statements of Work (SOWs), or commercial contracts. Where such agreements exist, those agreements shall prevail over this Policy to the extent of any inconsistency.
12. Refund Request Procedure
To request a refund, the Customer must submit registered account details, business name, invoice or payment reference, and a description of the issue.
Requests should be submitted to billing@khaanpaan.app. Soven Labs may request additional information to verify the claim.
13. Refund Review Process
Refund requests are reviewed on a case-by-case basis. The Company may approve the request, partially approve the request, or reject the request.
Approval remains at the sole discretion of Soven Labs except where applicable laws require otherwise.
14. Refund Processing Time
Where a refund is approved, processing may take up to 15 business days. Actual settlement timelines depend on banks, card networks, UPI providers, or payment gateways.
Soven Labs is not responsible for delays caused by financial institutions or payment processors.
15. Suspension for Non-Payment
Failure to pay subscription fees may result in restricted access, service suspension, or account deactivation. Outstanding balances remain payable even after suspension.
16. Data Access Following Cancellation
Upon subscription expiration or cancellation, Platform access may be restricted, certain features may become unavailable, and data export functionality may be limited according to the subscription plan.
Customers are encouraged to export required information before subscription termination. Soven Labs may retain certain records in accordance with its Privacy Policy, legal obligations, security requirements, and data retention practices.
17. Exceptions
Nothing in this Policy limits rights granted under applicable consumer protection laws where such rights cannot legally be excluded.
18. Changes to this Policy
Soven Labs may modify this Policy from time to time. Updated versions become effective upon publication on the Platform. Continued use of the Platform constitutes acceptance of the revised Policy.
19. Contact Information
For billing, cancellation, or refund-related queries:
Soven Labs Private Limited
Email: billing@khaanpaan.app
Website: www.khaanpaan.app
20. Governing Law
This Policy shall be governed by the laws of India. Any dispute relating to refunds, cancellations, or payments shall be subject to the exclusive jurisdiction of the courts of New Delhi, India.