Refund & Cancellation Policy
This policy explains the cancellation and refund terms for subscriptions to the GulSuite cloud ERP platform ("Service") operated by Hiyan Enterprises Pvt Ltd.
1. Free Demo
- A free demo shop with sample data is available on request through WhatsApp (see gulsuite.com/demo). No payment information is required for it.
- Demo logins expire after 24 hours and demo data is reset regularly. Nothing is charged for the demo.
- Your own account is created only after payment for a plan. See section 3.3 for the go-live guarantee.
2. Cancellation
2.1 How to Cancel
You may cancel your subscription at any time by contacting us at [email protected]. We will process your cancellation request within 2 business days.
2.2 Effect of Cancellation
- Your subscription remains active until the end of the current billing period.
- You will continue to have full access to the Service until the billing period ends.
- After the billing period ends, your account will become read-only.
- Your data will be retained for 90 days after cancellation, during which you can request a data export or reactivate your account.
- After 90 days, your data may be permanently deleted.
3. Refunds
3.1 Monthly Plans
- Monthly subscriptions are non-refundable, except under the go-live guarantee in 3.3.
- Cancellation takes effect at the end of the current monthly billing period.
3.2 Annual Plans
- If you cancel an annual plan within the first 30 days of purchase, you are eligible for a pro-rata refund for the unused months.
- After 30 days, annual subscriptions are non-refundable. Cancellation takes effect at the end of the annual billing period.
3.3 Go-Live Guarantee
When our team sets up your account with your own data, your account will be live within 3 working days of payment, provided you have sent the data we asked for (such as purchase bills, item lists or an export from your current software). If we fail to make it live in that time, you are entitled to a full refund of that payment on request.
3.4 Usage-Based Charges
Usage-based charges (for example per-message WhatsApp alerts) are based on actual usage and are non-refundable.
3.5 Add-Ons
Add-on services (e.g., WhatsApp Alerts, Online Orders) follow the same refund policy as the base subscription plan.
The Business Audit Report (₹149 per report) is non-refundable once the report has been delivered.
4. Refund Process
- To request a refund, email us at [email protected] with your account details and reason for the request.
- Eligible refunds will be processed within 7–10 business days to the original payment method.
5. Exceptions
We may consider refunds outside the above policy in exceptional circumstances, such as:
- Extended service outage caused by us.
- Billing errors on our part.
- Duplicate charges.
Such requests will be evaluated on a case-by-case basis.
6. Plan Changes
- Upgrades: You may upgrade your plan at any time. The new pricing takes effect immediately, and charges are prorated.
- Downgrades: Downgrades take effect at the start of the next billing cycle. No refund is issued for the current period.
7. Non-Payment
- If payment is not received by the due date, you will have a 7-day grace period with full access.
- After the grace period, your account becomes read-only.
- Your data is retained for 90 days. You may reactivate by paying the outstanding amount.
8. Termination Without Refund
If your subscription is suspended or terminated by the Company due to a violation of our Terms of Service, Acceptable Use Policy, or misuse of the Service (including Gul AI features), no refund will be issued for any remaining subscription period, add-on charges, or credits. The Company's decision in such matters is final.
9. Governing Law and Jurisdiction
This policy and any disputes arising under it are governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of the courts in the state of Punjab, India.
10. Contact
For cancellation requests or refund inquiries, contact us at:
Hiyan Enterprises Pvt Ltd
Email: [email protected]
Website: gulsuite.com