Refund Policy

This Refund Policy applies to tenant offices that subscribe to PublicShikayat — typically an MP's office, an MLA's office, a municipal council, or a similar public-facing organisation. Citizens use the Service free of charge and so this policy does not apply to them.

It is published by Scorpyns Technologies Private Limited, the company that operates PublicShikayat, and should be read together with the Terms of Service and the Privacy Policy.

PublicShikayat is sold on a recurring subscription basis — typically monthly, quarterly, or annual, as set out on your Order Form. Subscription fees cover access to the platform, the admin panel, the public audit page, and operational support.

Certain costs are not part of the subscription and pass through to your invoice at cost or with a small handling margin. The most common is the WhatsApp Business API conversation charge levied by Meta. These pass-through charges are described separately on each invoice and are governed by their upstream provider's rates.

Tenants typically begin with a paid pilot of one or three months — depending on what is agreed — to confirm that the platform fits the office's workflow. The pilot is itself a paid subscription period and is governed by this Refund Policy.

If you are within the first fourteen (14) days of your first paid period, you may cancel and request a full refund of the subscription fee for that first period, less any pass-through message charges already incurred and less any one-time setup or onboarding fees if separately invoiced.

Outside the 14-day window above, refunds are issued in the following cases:

• Sustained service unavailability. If the Service is unavailable for a contiguous period exceeding twenty-four (24) hours due to a fault on our side, you may request a service credit equal to the pro-rated value of the affected days, applied to your next invoice or refunded if your account is closing.
• Material breach by us of the Terms of Service or the subscription agreement that we fail to cure within thirty (30) days of your written notice — full refund of the unused portion of the current billing period.
• Duplicate or erroneous billing. Any duplicate charge or billing error will be refunded in full once verified, typically within seven (7) working days.
• Statutory rights. Nothing in this Policy limits any non-waivable rights you may have under the Consumer Protection Act, 2019 or other applicable law.

The following are not eligible for refund:

• Pass-through message charges already incurred (Meta WhatsApp conversation charges, SMS gateway charges, and similar). These are levied by third parties on a per-message basis and cannot be reversed once a message has been sent.
• One-time setup, onboarding, training, or configuration fees once the corresponding work has been performed.
• Custom development or integration fees for any work delivered and accepted.
• The unused portion of a paid period, except where one of the eligibility cases above applies. Subscriptions are non-refundable on a simple change-of-mind basis after the 14-day initial window.

To request a refund or service credit, write to us with the following:

• your tenant slug or invoice number;
• the date(s) and amount in question;
• the reason for the request, with supporting context.

Send the request to [email protected]. We acknowledge receipt within two (2) working days and resolve the request within fourteen (14) working days. Approved refunds are returned via the same payment method used for the original charge, unless otherwise agreed in writing.

Where your Order Form includes a service-level commitment, the credits in that document govern. Otherwise, as a general policy:

• 24–48 hours of contiguous downtime attributable to us — credit of two (2) days' subscription on the next invoice.
• 48–96 hours — credit of seven (7) days' subscription.
• More than 96 hours — credit of one full month's subscription.

Downtime caused by upstream third-party outages (Meta, Google, ISP-level incidents, force majeure events) and scheduled maintenance announced at least twenty-four (24) hours in advance does not count toward these credits.

If you disagree with our assessment of a refund request, write to [email protected] with the subject line “Refund Escalation”. The matter will be reviewed by a director of Scorpyns Technologies. Unresolved disputes are governed by the dispute-resolution clause of the Terms of Service.

For any question on refunds or billing:
[email protected]

Scorpyns Technologies Private Limited
2254/4, Pipliwala Town, Sector-13, Manimajra, Chandigarh — 160101, India