REFUND AND CANCELLATION POLICY

1. APPLICABILITY AND SCOPE

1.1 This Refund Policy applies to each User who subscribes to a Subscription Plan, purchases a Premium Feature, or is liable to pay a Platform Fee in connection with the Platform, and shall be read together with the Platform Terms and Conditions (“Platform Terms”), the Buyer Terms or Seller Terms applicable to such User, the Platform Fee Schedule, the Privacy Policy and such other policies, schedules or terms as are incorporated into the Platform Terms from time to time.

1.2 In the event of any inconsistency between this Refund Policy and the Platform Terms, the Buyer Terms or the Seller Terms, this Refund Policy shall take precedence in respect of any matter specifically and expressly governed by this Refund Policy relating to the cancellation of, or the refund of any amount paid in respect of, a Subscription Plan, a Premium Feature or a Platform Fee, and in respect of any other matter the Platform Terms, Buyer Terms or Seller Terms, as applicable, shall prevail.

1.3 This Refund Policy governs only amounts payable by a User to the Company in consideration for the Platform Services. It does not apply to, and the Company shall have no responsibility in respect of, any amount arising under an Underlying Transaction between a Buyer and a Seller, including any advance, deposit, retention, liquidated damages, rejection, return, replacement, credit note, refund or set-off, all of which shall be resolved directly between the Buyer and the Seller in accordance with the terms governing their Transaction and Applicable Law.

1.4 This Refund Policy forms an integral part of the Platform Terms and is made available at all times on the Platform.

2. DEFINITIONS

2.1 In this Refund Policy, unless the context otherwise requires:

“Annual Plan” means a Subscription Plan having a Billing Cycle of twelve (12) months.

“Billing Cycle” means the recurring period in respect of which a Subscription Fee is charged in advance, being one (1) month in the case of a Monthly Plan and twelve (12) months in the case of an Annual Plan, or such other period as may be specified in respect of a Subscription Plan on the Platform.

“Business Day” means a day other than a Saturday, Sunday or public holiday on which scheduled commercial banks are open for general business in Mumbai, Maharashtra.

“Downgrade” means a change from a Subscription Plan to a Subscription Plan of a lower tier or lower price, a change from an Annual Plan to a Monthly Plan, or a reversion to the Free Tier.

“Free Tier” means the level of access to the Platform made available to a registered User without payment of a Subscription Fee, as specified on the Platform from time to time.

“Monthly Plan” means a Subscription Plan having a Billing Cycle of one (1) month.

“Premium Feature” means any paid feature, functionality, entitlement, credit or unlock made available on the Platform otherwise than as part of a Subscription Plan, including Private Marketplace access, identity-related features, connection requests, Compliance Unlock and any other feature designated as a paid feature on the Platform.

“Renewal Date” means the first day of each successive Billing Cycle following the initial Billing Cycle of a Subscription Plan.

“Subscription Fee” means the fee payable by a User in respect of a Subscription Plan for a Billing Cycle, as specified in the applicable Subscription Plan, order page or pricing schedule made available on the Platform at the time of subscription.

“Subscription Plan” means a recurring paid plan subscribed to by a Buyer or a Seller on a monthly or annual basis, as made available on the Platform from time to time, and includes any tier, package or bundle so designated.

“Success Fee” means the transaction-linked Platform Fee which becomes payable upon generation of an ACC, payable by the User or Users liable to pay the same in accordance with the Platform Fee Schedule as updated from time to time.

“Upgrade” means a change from a Subscription Plan to a Subscription Plan of a higher tier or higher price, or a change from a Monthly Plan to an Annual Plan of the same or a higher tier.

2.2 The User or Users liable to pay the Success Fee in respect of a Transaction shall be determined solely by the Platform Fee Schedule in force on the date of generation of the relevant ACC. Where the Platform Fee Schedule provides that a Success Fee is payable by a Seller, by a Buyer, or by both, this Refund Policy shall apply equally to each such User in respect of the Success Fee payable by it.

3. GENERAL PRINCIPLES

3.1 Fees are earned upon access. Subscription Fees and Premium Feature fees constitute consideration for making the relevant Platform Services, features and functionality available to the User for the applicable Billing Cycle or on the applicable basis. Such fees are earned upon such access being made available and are not contingent upon the extent to which, or the frequency with which, the User in fact uses the Platform.

3.2 No refund for non-use or commercial outcome. No refund, credit or adjustment shall be payable by reason of non-use, partial use, under-utilisation of any entitlement, or dissatisfaction with any commercial outcome. Consistent with the Platform Terms, the Buyer Terms and the Seller Terms, the Company does not guarantee any particular number, value or outcome of Requirements, Bids, invitations, shortlists, connections, awards, Transactions or procurement savings, and no refund shall be payable on the ground that the User did not achieve any such number, value or outcome.

3.3 No pro-rata refund on cancellation. Save as expressly provided in Clause 6 (Upgrade, Downgrade and Change of Plan) and Clause 9 (Suspension, Restriction and Termination), no Subscription Fee or part thereof shall be refunded on a pro-rata basis or otherwise upon cancellation of a Subscription Plan, whether the cancellation is effected by the User or arises from the closure or deactivation of the Account.

3.4 Refunds to the original instrument. Any refund payable under this Refund Policy shall be made in Indian Rupees to the bank account, card or other payment instrument from which the relevant payment originated. The Company shall not make any refund to a third party or to an instrument other than the originating instrument, except where the originating instrument is demonstrably closed or invalid and the User furnishes such verification as the Company may reasonably require.

3.5 Credits are not cash. Where the Company issues a credit in lieu of a refund, such credit may be applied only against amounts payable by the User to the Company, shall not be encashable, transferable or assignable, and shall lapse on the expiry of the validity period notified at the time of issue.

3.6 No admission or precedent. The grant of any refund or credit, whether under this Refund Policy or as a commercial accommodation, shall not constitute an admission of liability or of any deficiency in the Platform Services, shall not create any entitlement or precedent in favour of the User or any other User, and shall be without prejudice to the Company’s rights and remedies under the Platform Terms and Applicable Law.

3.7 All amounts exclusive of taxes. Unless otherwise expressly stated, all Subscription Fees, Premium Feature fees and Success Fees are exclusive of GST and other applicable taxes, which shall be charged in addition in accordance with Applicable Law. Clause 13 shall apply to the treatment of taxes on any refund or credit.

4. SUBSCRIPTION PLANS: BILLING AND RENEWAL

4.1 A Buyer or a Seller may subscribe to a Subscription Plan on a monthly or annual recurring basis, as made available on the Platform. Subscription Fees are charged in advance for each Billing Cycle, and access to the features comprised in the relevant Subscription Plan shall be made available upon successful realisation of the Subscription Fee.

4.2 Unless cancelled in accordance with Clause 5, a Subscription Plan shall renew automatically on each Renewal Date for a further Billing Cycle of the same duration, and the Subscription Fee then applicable to that Subscription Plan shall become payable on the Renewal Date.

4.3 Where the User authorises a standing instruction, e-mandate or other recurring payment instruction in favour of the Company, the Subscription Fee shall be debited on or after each Renewal Date in accordance with that instruction and with the framework prescribed by the Reserve Bank of India for the processing of recurring transactions, including any requirement for prior notification of a forthcoming debit and for additional factor authentication. The User shall be responsible for maintaining a valid and sufficiently funded payment instrument and for keeping the recurring payment instruction in force.

4.4 Where a renewal payment is unsuccessful, the Company may re-attempt the debit and may notify the User to remedy the failure. If the Subscription Fee remains unrealised at the expiry of seven (7) days from the Renewal Date, the Subscription Plan shall terminate and the Account shall be downgraded to the Free Tier with effect from the expiry of the Billing Cycle last paid for. The Company shall have no liability for any consequence of such downgrade, including loss of visibility, entitlements, invitations or access to any Bidding Process.

4.5 The Company may revise Subscription Fees prospectively by notifying the User. Any revised Subscription Fee shall apply from the Renewal Date falling after the expiry of the notice period specified in the notification and shall not affect a Billing Cycle already paid for. Where the User does not wish to continue at the revised Subscription Fee, the User may cancel the Subscription Plan in accordance with Clause 5 before the relevant Renewal Date.

4.6 The Company shall issue an invoice in respect of each Subscription Fee in electronic form to the registered corporate email address of the User. The User shall be responsible for ensuring that its registered contact details and, where applicable, its GSTIN and billing particulars are true, accurate and current. The Company shall not be liable for any inability of the User to avail input tax credit arising from incorrect or outdated particulars furnished by the User.

5. CANCELLATION OF SUBSCRIPTION PLANS BY THE USER

5.1 A User may cancel a Subscription Plan at any time through the cancellation facility made available on the Platform. A cancellation constitutes an instruction to the Company not to renew the Subscription Plan on the next Renewal Date and does not operate to terminate the then-current Billing Cycle.

5.2 No pro-rata refund shall be payable upon cancellation. Cancellation shall take effect at the end of the then-current Billing Cycle. The User shall retain access to the features comprised in the Subscription Plan for the unexpired part of that Billing Cycle, and upon its expiry the Account shall be downgraded to the Free Tier.

5.3 For the avoidance of doubt, and without limiting Clause 5.2, no part of the Subscription Fee paid in respect of an Annual Plan shall be refundable upon cancellation, whether computed by reference to unexpired months, unused entitlements or otherwise.

5.4 A cancellation must be effected not later than forty-eight (48) hours before the Renewal Date in order to prevent the renewal. Where a cancellation is effected within forty-eight (48) hours before, or at any time after, a Renewal Date, the Subscription Plan shall be treated as having renewed for the ensuing Billing Cycle, the Subscription Fee for that Billing Cycle shall be payable and non-refundable, and the cancellation shall take effect at the end of that Billing Cycle.

5.5 Upon a downgrade to the Free Tier taking effect, the User shall cease to have access to the features, entitlements, credits, unlocks, invitations and functionality comprised in the Subscription Plan. Any unused entitlement, credit or unlock shall lapse without refund, credit or carry-forward, unless the Platform expressly provides otherwise in respect of that entitlement.

5.6 Where a User subsequently re-subscribes to a Subscription Plan, any entitlement, credit, unlock or profile attribute which lapsed on the earlier downgrade shall not be restored, and the re-subscription shall be treated as a fresh subscription commencing on the date of realisation of the applicable Subscription Fee.

5.7 Cancellation of a Subscription Plan shall not affect any Success Fee, Premium Feature fee or other amount which has accrued or become payable before the cancellation takes effect, all of which shall remain due and payable in accordance with the Platform Terms, the Seller Terms or the Buyer Terms, as applicable.

6. UPGRADE, DOWNGRADE AND CHANGE OF PLAN

6.1 A User may Upgrade a Subscription Plan at any time during a Billing Cycle through the Platform. An Upgrade shall take effect immediately upon realisation of the amount payable under Clause 6.2.

6.2 Upgrades shall be charged on a pro-rata basis. Upon an Upgrade, the Subscription Fee paid in respect of the existing Subscription Plan and attributable to the unexpired part of the then-current Billing Cycle shall be computed on a pro-rata basis and applied as a credit against the Subscription Fee payable in respect of the new Subscription Plan for the corresponding period, and the User shall pay the difference. Both amounts shall be computed on a calendar-day basis by reference to the number of days remaining in the then-current Billing Cycle.

6.3 A credit arising under Clause 6.2 may be applied only against the Subscription Fee for the new Subscription Plan and shall not in any circumstance be refunded in cash. Where the credit exceeds the Subscription Fee payable in respect of the new Subscription Plan for the corresponding period, the excess shall be carried forward and applied against the Subscription Fee for the immediately succeeding Billing Cycle and shall not be refunded. Where an Upgrade is not completed, the credit shall lapse and the existing Subscription Plan shall continue unaffected.

6.4 Following an Upgrade, the Billing Cycle of the new Subscription Plan shall, unless the Platform specifies otherwise, commence on the date the Upgrade takes effect, and the Renewal Date shall be adjusted accordingly.

6.5 A Downgrade shall take effect at the end of the then-current Billing Cycle. No refund, credit or adjustment shall be payable in respect of the difference between the Subscription Fee paid for the existing Subscription Plan and the Subscription Fee applicable to the lower plan, and the User shall retain access to the existing Subscription Plan for the unexpired part of the then-current Billing Cycle.

6.6 A change from a Monthly Plan to an Annual Plan of the same or a higher tier shall be treated as an Upgrade and Clauses 6.1 to 6.4 shall apply. A change from an Annual Plan to a Monthly Plan shall be treated as a Downgrade and Clause 6.5 shall apply.

6.7 The Company may introduce, modify, re-tier, suspend or discontinue any Subscription Plan in accordance with the Platform Terms. Where the Company permanently withdraws a Subscription Plan during a Billing Cycle already paid for, the Company shall, at the User’s election, either migrate the User to the nearest comparable Subscription Plan for the unexpired part of that Billing Cycle at no additional cost, or refund the Subscription Fee attributable to the unexpired part of that Billing Cycle on a pro-rata basis. This shall be the User’s sole and exclusive remedy in respect of such withdrawal.

7. PREMIUM FEATURES AND ONE-TIME PURCHASES

7.1 A Premium Feature is purchased on a one-time or entitlement basis and is earned by the Company upon the relevant feature, entitlement, credit or unlock being made available to, or activated by, the User. Save as provided in Clause 7.4 and Clause 11, the fee paid in respect of a Premium Feature is non-refundable.

7.2 Where a Premium Feature is made available in the form of a credit, unlock, connection request or other consumable entitlement, such entitlement shall be valid only for the period notified on the Platform at the time of purchase. Any entitlement remaining unused on the expiry of its validity period, or on the downgrade of the Account to the Free Tier, shall lapse without refund, credit or carry-forward.

7.3 Where access to a Premium Feature is granted for the duration of a Subscription Plan, such access shall cease upon the cancellation, expiry, downgrade, suspension or termination of that Subscription Plan, and no separate refund shall be payable in respect of that Premium Feature.

7.4 Where a Premium Feature has been paid for but could not be made available to the User by reason of a demonstrable technical failure of the Platform, and the User reports the failure in accordance with Clause 12 within thirty (30) days of the purchase, the Company shall re-credit the relevant entitlement or, where re-crediting is not practicable, refund the fee paid in respect of that Premium Feature. This shall be the User’s sole and exclusive remedy in respect of such failure.

8. SUCCESS FEE ON GENERATION OF AN ACC

8.1 The Success Fee becomes due and payable upon generation of an ACC in respect of a Transaction and is earned by the Company at that point, being consideration for the Platform Services provided in connection with the relevant Requirement, Bidding Process and award.

8.2 The Success Fee is non-refundable. Consistent with the Platform Terms and the applicable User Terms, the obligation to pay the Success Fee, and the Company’s entitlement to retain it, shall not be conditional upon:

(a) the Buyer issuing any purchase order, work order, statement of work or other contractual or commercial document;

(b) the commencement, completion, acceptance or quality of performance of the Underlying Transaction;

(c) receipt by the Seller of any payment from the Buyer;

(d) any cancellation, reduction, modification, deferral or renegotiation of the Transaction by the Buyer or the Seller; or

(e) any dispute between the Buyer and the Seller concerning the Transaction, including any dispute relating to the goods or services, delivery, performance, payment, rejection, return or warranty.

8.3 Any subsequent cancellation, non-performance, rejection, dispute, reduction, modification, renegotiation or non-payment in respect of the Underlying Transaction shall not, by itself, extinguish, reduce, defer or postpone the obligation to pay the Success Fee or entitle the User to any refund of a Success Fee already paid.

8.4 Discretionary credit on mutual pre-performance cancellation. Where a Transaction is demonstrably cancelled in writing by both the Buyer and the Seller before any performance of the Transaction has commenced, and a request is made in accordance with Clause 12 within fifteen (15) days of the generation of the relevant ACC, the Company may, at its sole discretion and as a commercial accommodation, issue a full or partial credit of the applicable Success Fee. In determining whether to issue such a credit the Company may have regard to, among other matters, whether the cancellation is confirmed in writing by both parties, whether any performance, dispatch, mobilisation or part-payment has occurred, whether any dispute subsists between the parties, and the User’s prior conduct on the Platform. Any such credit shall be discretionary and shall not constitute a right or entitlement of the User.

8.5 Where an ACC has been generated as a result of a demonstrable technical error of the Platform, including the generation of a duplicate ACC in respect of the same award or the generation of an ACC otherwise than pursuant to a valid award authentication, the Company shall, upon verification, reverse the ACC or issue a full credit of the Success Fee levied in respect of it. Clause 8.4 shall not apply to such a reversal.

8.6 The Company shall have no obligation to reverse, cancel, amend or reissue an ACC at the request of a User, and shall have no obligation to administer, monitor, enforce or resolve any matter arising between a Buyer and a Seller following generation of an ACC.

8.7 Any dispute concerning the calculation, amount or applicability of a Success Fee shall be raised in writing within fifteen (15) days from the date of the relevant invoice, failing which the invoice shall be deemed to have been accepted as correct and shall be payable in full. Pending resolution of a dispute validly raised within that period, the User shall remain liable to pay the undisputed portion of the invoice and may withhold only the portion genuinely disputed.

9. SUSPENSION, RESTRICTION AND TERMINATION

9.1 Suspension or termination for cause. Where the Company suspends, restricts or terminates a User’s Account or access to any part of the Platform on any of the grounds set out in Clause 14.1 of the Platform Terms, Clause 12.1 of the Buyer Terms or Clause 10.1 of the Seller Terms, including breach of the Terms, provision of false or misleading information, fraud, bid manipulation, collusion, bribery, breach of the anti-circumvention obligations, non-payment, unlawful conduct, or a direction of a competent authority, no refund, credit or adjustment shall be payable in respect of any Subscription Fee, Premium Feature fee or Success Fee, whether paid or accrued. The Subscription Fee attributable to the unexpired part of the then-current Billing Cycle shall stand forfeited.

9.2 Forfeiture under Clause 9.1 shall be without prejudice to any other right or remedy available to the Company under the Platform Terms or Applicable Law, including the recovery of the Platform Fee and liquidated damages under the anti-circumvention provisions of the Platform Terms, and shall not affect any amount which has accrued and remains payable by the User to the Company.

9.3 Temporary restriction pending investigation. Where the Company temporarily restricts or suspends an Account pending an investigation and the investigation concludes that no breach of the Terms or Applicable Law has occurred, the Company shall extend the then-current Billing Cycle by the number of whole days for which access was so restricted or, at the User’s election, issue a credit computed on a pro-rata basis for that period. This shall be the User’s sole and exclusive remedy in respect of such restriction.

9.4 Clause 9.3 shall not apply to a suspension or restriction imposed for non-payment of any amount due to the Company, or to a suspension or restriction imposed pursuant to a direction of a court, regulator or other competent authority, in respect of which no extension, credit or refund shall be payable.

9.5 Termination by the Company for convenience. Where the Company terminates a User’s Account otherwise than on a ground set out in Clause 9.1, or permanently discontinues the Platform or the Platform Services, the Company shall refund the Subscription Fee attributable to the unexpired part of the then-current Billing Cycle on a pro-rata basis. No refund shall be payable in respect of any Success Fee already earned or any Premium Feature already made available, and no other compensation shall be payable.

9.6 Deactivation or closure by the User. A request by a User to deactivate or close its Account shall be treated as a cancellation of any subsisting Subscription Plan under Clause 5, and Clauses 5.2 to 5.7 shall apply. No refund shall be payable in respect of the unexpired part of the then-current Billing Cycle. Deactivation or closure shall not relieve the User of any obligation or liability accrued before it takes effect, including any Success Fee, Premium Feature fee, subscription arrear, interest on overdue amounts or indemnity obligation, all of which shall survive.

9.7 Deactivation or closure of an Account shall not affect the retention of records by the Company in accordance with the Privacy Policy and Applicable Law, including any retention required under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

10. PLATFORM UNAVAILABILITY AND FORCE MAJEURE

10.1 Consistent with Clause 12 of the Platform Terms, the Company does not guarantee that the Platform or any particular feature or functionality will be available continuously, without interruption or error. No refund, credit or adjustment shall be payable in respect of any unavailability, interruption, degradation or restriction of the Platform arising from scheduled maintenance, upgrades, repairs, security measures, technical failures, system congestion, internet or telecommunications failures, power failures, cyber incidents, failure of a Third-Party Service, a Force Majeure Event or any other circumstance beyond the Company’s reasonable control.

10.2 Notwithstanding Clause 10.1, where the Platform is continuously unavailable for a period exceeding forty-eight (48) consecutive hours within a Billing Cycle and such unavailability is attributable solely to the Company and not to any Force Majeure Event or Third-Party Service, the Company may, at its discretion, extend the Billing Cycle by the period of unavailability or issue a credit computed on a pro-rata basis. This shall be the User’s sole and exclusive remedy in respect of such unavailability.

10.3 No refund, credit or compensation shall be payable in respect of any Bidding Process which the Company modifies, extends, suspends, cancels or closes in accordance with the Platform Terms, or in respect of any consequence of such action for a Requirement, Bid or expected award.

11. FAILED, DUPLICATE AND ERRONEOUS PAYMENTS

11.1 Where a User is debited more than once in respect of the same Subscription Fee, Premium Feature or Success Fee, the duplicate amount shall, upon verification, be refunded in full to the originating payment instrument or, at the User’s election, credited against amounts subsequently payable by the User to the Company.

11.2 Where an amount has been debited from the User’s payment instrument but the corresponding Subscription Plan, Premium Feature or entitlement has not been activated, and the amount has been received by the Company, the amount shall, upon verification, be refunded in full or the relevant entitlement activated, at the User’s election.

11.3 Where an amount has been debited from the User’s payment instrument but has not been received by the Company, including by reason of a failure at the payment aggregator, card network, bank or other payment intermediary, the User shall pursue the matter with the issuer of the payment instrument. The Company shall, upon request, furnish the applicable transaction reference and such other information as is reasonably necessary to enable the User to do so, but shall have no liability in respect of such amount.

11.4 Where an amount has been charged as a result of a demonstrable billing error of the Company, including an incorrect rate, an incorrect plan or a charge levied after a valid cancellation had taken effect, the Company shall correct the error and refund or credit the difference.

11.5 A claim under this Clause 11 shall be raised in accordance with Clause 12 within thirty (30) days of the date of the relevant debit or invoice, failing which the charge shall be deemed to have been accepted by the User as correct.

12. HOW TO REQUEST A REFUND OR CREDIT

12.1 A request for a refund or credit under this Refund Policy shall be raised through the billing support facility made available on the Platform, or by writing to the Company at the email address specified in Clause 16, and shall specify the Account and registered corporate email address of the User, the relevant invoice number or transaction reference, the amount claimed, and the ground on which the request is made together with such supporting documents as the User relies upon.

12.2 The Company shall acknowledge each request within twenty-four (24) hours of its receipt and shall assign a unique ticket number by which the User may track the status of the request.

12.3 The Company shall determine each request within seven (7) days of its receipt, or within such shorter period as may be prescribed under Applicable Law, and shall communicate its decision to the User together with the reasons for the action taken or not taken.

12.4 The Company may require such further information, documents or verification as is reasonably necessary to determine a request, including written confirmation from the counterparty to a Transaction in respect of a request under Clause 8.4. Where the User does not furnish such information within a reasonable period of the Company’s request, the Company may determine the request on the material available to it.

12.5 An approved refund shall be initiated within ten (10) Business Days of the communication of the decision. The time taken for the refunded amount to be credited to the User’s payment instrument shall be governed by the timelines of the User’s bank, card issuer or payment intermediary, over which the Company has no control.

12.6 A User dissatisfied with the determination of a request may escalate the matter to the Grievance Officer appointed by the Company under Clause 20 of the Platform Terms.

13. TAXES ON REFUNDS AND CREDITS

13.1 Where a refund or credit is granted in respect of an amount on which GST has been charged, the Company shall issue a credit note in accordance with section 34 of the Central Goods and Services Tax Act, 2017 and the rules made thereunder, within the period permitted under Applicable Law.

13.2 Where the User has availed input tax credit in respect of the GST charged on the amount so refunded or credited, the User shall reverse such input tax credit in accordance with Applicable Law. The Company shall have no liability in respect of any consequence to the User arising from a failure to do so.

13.3 Where any amount has been withheld by the User by way of tax deducted at source, any refund shall be computed and made net of such withheld amount, and the User shall remain responsible for the deposit of, and for furnishing evidence of, such deduction in accordance with Applicable Law.

13.4 Any refund or credit shall be net of any bank charge, payment gateway charge, foreign exchange loss or other transaction cost incurred in effecting the original payment or the refund, except where the refund arises from a demonstrable error of the Company.

14. CHARGEBACKS AND PAYMENT DISPUTES

14.1 The User shall raise any dispute concerning an amount charged by the Company in accordance with Clause 11 and Clause 12 before initiating a chargeback, payment reversal or similar claim with its bank, card issuer or payment intermediary.

14.2 Where a User initiates a chargeback or payment reversal without first following the process set out in this Refund Policy, or in respect of an amount which is validly payable under the Terms, the Company may suspend or restrict the User’s Account pending resolution of the chargeback and may recover the disputed amount, together with any chargeback fee, bank charge and reasonable cost incurred by the Company, from the User.

14.3 Where a chargeback is determined in the Company’s favour, or is withdrawn, the amount together with the costs referred to in Clause 14.2 shall become immediately due and payable by the User, and Clause 6.8 of the Seller Terms relating to interest on overdue amounts shall apply, where applicable.

15. GENERAL

15.1 Amendment. The Company may amend this Refund Policy from time to time. Any revised Refund Policy shall become effective upon publication on the Platform, unless otherwise stated, and shall apply prospectively. No amendment shall affect a request for a refund or credit validly submitted before the amendment takes effect. The Company shall inform Users of this Refund Policy and of any change to it at least once every year in accordance with Applicable Law.

15.2 No waiver. No failure or delay by the Company in exercising any right under this Refund Policy shall operate as a waiver of that right, and no single or partial exercise of a right shall preclude any further exercise of it or of any other right.

15.3 Severability. If any provision of this Refund Policy is held to be invalid or unenforceable, that provision shall be severed and the remaining provisions shall continue in full force and effect.

15.4 Survival. Clauses 8, 9, 13 and 14 and any other provision which by its nature is intended to survive shall survive the cancellation of a Subscription Plan and the suspension, termination or closure of an Account.

15.5 Governing law and dispute resolution. This Refund Policy shall be governed by and construed in accordance with the laws of India, and Clause 17 of the Platform Terms relating to jurisdiction, arbitration and interim relief shall apply to any dispute arising out of or in connection with this Refund Policy as if set out herein in full.

15.6 Grievance redressal. Complaints relating to this Refund Policy may be addressed to the Grievance Officer appointed by the Company, whose details are set out in Clause 20 of the Platform Terms. Complaints relating to the processing of Personal Information are dealt with in accordance with the Privacy Policy.

16. CONTACT US

If you have any questions or queries regarding this Refund Policy, or wish to raise a request for a refund or credit, please write to us at support@myprocurehub.com, and we will reach out to you within the timelines set out in Clause 12.