Refund and Cancellation Policy

This policy explains how cancellations, refunds and billing disputes work for subscriptions to Renomira, the software-as-a-service product operated by Theraputo. It forms part of, and should be read with, our Terms and Conditions.

Renomira is a digital service delivered over the internet. There is no physical shipment, so no shipping charges apply and none are refundable. See the Service Delivery page for how access is provided.

See also: Service Delivery

You can cancel a subscription in any of these ways:

1. Sign in, open Billing, choose the current plan and select Cancel subscription. This is immediate and self-service.
2. Email [email protected] from the email address registered on the Account, stating the workspace name and the plan you wish to cancel.
3. For annual or enterprise agreements, give written notice to your account manager or to [email protected] at least thirty (30) days before the renewal date.

A cancellation stops future renewals. It does not, by itself, shorten the period you have already paid for: you keep full access to the paid features until the end of the current billing period, and the subscription then lapses to the free tier or closes.

If you cancel during a free trial, no charge is made provided you cancel before the trial ends.

If you are a first-time purchaser of a paid plan, you may request a full refund of the first payment within fourteen (14) days of the charge, for any reason or none. Write to [email protected] from the registered email address with the workspace name and the invoice number.

We will approve the refund unless one of the following applies, in which case we will explain our reasoning in writing:

• the request is made more than fourteen (14) days after the charge;
• the Account has already received a money-back refund for the same plan;
• the subscription was purchased through a reseller, marketplace or partner, in which case the reseller’s refund policy applies;
• the request is evidently abusive, for example a repeated pattern of subscribe-refund across workspaces; or
• we are required to refuse by law or by our payment processor’s rules.

Annual plans are discounted in exchange for a twelve-month commitment. If you cancel an annual plan after the 14-day money-back window has closed, the plan will not renew at the end of the term, but the prepaid fee for the remaining months is not refundable and no pro-rata credit is issued.

We may, at our discretion, offer a pro-rata credit where a cancellation is caused by a material reduction in the core functionality of the Platform, or by our discontinuation of a feature that is material to your use, as described in the Terms and Conditions.

If the Platform is unavailable for a continuous period of more than seventy-two (72) hours in a billing month, other than during scheduled maintenance announced at least 48 hours in advance, you may request a service credit for the affected month. Credits are applied to your next invoice and are not paid in cash.

If we terminate your subscription for our convenience, other than for your breach, we will refund prepaid fees covering the unused remainder of the term.

If you are charged twice for the same period, or charged an amount different from the price shown at checkout, we will refund the difference in full once verified. Report it to [email protected] within sixty (60) days of the charge.

If a payment fails, we may retry it. Failed attempts are not charged. If a retry succeeds after you have already cancelled, we will refund it on request.

Subscriptions renew automatically. If you did not intend to renew and contact us within fourteen (14) days of a renewal charge, and you have not used the Platform materially in the new period, we will normally refund that renewal.

1. You submit a request to [email protected] with the workspace name, invoice number and the reason (not required for the 14-day guarantee).
2. We acknowledge within two (2) business days and confirm the decision within seven (7) business days.
3. Approved refunds are submitted to Razorpay to be credited to the original payment instrument.
4. Your bank or card issuer typically takes a further five (5) to ten (10) business days to post the credit. The exact timing is outside our control.

Refunds are made in the original currency of payment. Where currency conversion or cross-border fees were applied by your bank or card issuer, those third-party charges are not refundable by us. Any taxes collected on the refunded amount are refunded with it, to the extent required by law.

We will send you a written confirmation when a refund has been initiated, including the refund reference.

If you believe a charge is wrong, please contact us first at [email protected] — we can almost always resolve it faster than a bank dispute. If you raise a chargeback with your bank or card issuer, we may suspend the Account while the dispute is investigated, and we may provide the bank with the order records, login history and acceptance record for the Terms.

If a chargeback is resolved in our favour, the charge stands and we may reinstate or close the Account. If it is resolved in your favour, the amount is reversed by the bank and is not additionally refunded by us.

Billing and refund requests: [email protected].

Postal and legal notices: the address in the Contact section. Our support hours are 09:00–18:00 Indian Standard Time, Monday to Friday, excluding public holidays.

See also: Contact Us