Cancellation & Refund Policy

Policy Overview

At Lofingo Private Limited, we strive to provide exceptional value through our SaaS-based white label platform. This Cancellation and Refund Policy outlines the terms and conditions for subscription cancellations, refunds, and service terminations for our comprehensive digital solutions.

Subscription Plans and Billing

Understanding our billing structure is essential for managing your subscription and understanding refund eligibility:

Membership Tiers:

• Basic Plan: Essential features with fully functional website and admin panel
• Pro Plan: Enhanced design, website, admin panel, and mobile application
• Premium Plan: Top-tier design, advanced animations, and extensive customization options

Billing Cycles:

• Monthly: Billed every 30 days with immediate service activation
• Quarterly: Billed every 3 months with cost savings and extended access
• Half-Yearly: Billed every 6 months with significant discounts
• Yearly: Billed annually with maximum savings and uninterrupted service

Payment Processing:

• Advance Payment: All subscriptions are billed in advance for the selected period
• Auto-Renewal: Subscriptions automatically renew unless cancelled before the renewal date
• Immediate Access: Services activated within 30 seconds of successful payment

Cancellation Process

We provide multiple convenient ways to cancel your subscription while ensuring data protection and smooth service transition:

How to Cancel:

• Self-Service Portal: Cancel directly through your admin panel under account settings
• 24/7 Support: Contact our support team via chat, email, or phone for assistance
• Email Request: Send cancellation request to [email protected] with account details
• Personal Meeting: Schedule a consultation to discuss alternatives before cancellation

Cancellation Timeline:

• Immediate Effect: Cancellation takes effect at the end of current billing period
• Service Continuity: Full access maintained until the end of paid period
• Data Access: 30-day grace period for data export and migration
• Reactivation: Account can be reactivated within 30 days without data loss

What Happens After Cancellation:

• Service Access: Platform access continues until end of current billing cycle
• Data Retention: Account data preserved for 30 days post-cancellation
• Export Assistance: Support team helps with data migration and export
• Theme Access: Downloaded themes remain available for export

Refund Eligibility

Our refund policy balances customer satisfaction with fair business practices, considering the immediate value delivery of our platform:

Eligible for Full Refund:

• Technical Failure: Platform unavailable for more than 72 consecutive hours
• Service Non-Delivery: Unable to provision services within 24 hours of payment
• Billing Error: Incorrect charges or unauthorized transactions
• 14-Day Guarantee: New customers can request full refund within 14 days of first subscription

Eligible for Partial Refund:

• Mid-Cycle Cancellation: Pro-rated refund for unused portion of long-term plans (quarterly, half-yearly, yearly)
• Service Downgrade: Difference refunded when downgrading within billing period
• Force Majeure: Extraordinary circumstances preventing service delivery

Not Eligible for Refund:

• Monthly Subscriptions: No refunds for monthly plans after 14-day initial period
• Used Services: Accounts with active usage, customization, or data storage
• Theme Purchases: Individual theme purchases from our theme store
• Custom Development: Completed custom development work and unique features
• Training Services: Completed onboarding sessions and personal consultations

Refund Processing Timeline

We process refunds promptly while ensuring proper verification and fraud prevention:

Processing Schedule:

• Request Review: Initial refund request reviewed within 24 hours
• Verification: Account and payment verification completed within 2-3 business days
• Approval: Approved refunds processed within 3-5 business days
• Bank Processing: Refund appears in original payment method within 5-10 business days

Refund Methods:

• Original Payment Method: Refunds issued to the original payment source when possible
• Bank Transfer: Direct bank transfer for expired or invalid payment methods
• Store Credit: Account credit for future subscriptions (optional, with bonus credit)

Plan Changes and Modifications

We offer flexible options for modifying your subscription without full cancellation:

Upgrade Options:

• Immediate Upgrade: Instant access to new plan features with pro-rated billing
• Next Cycle Upgrade: Schedule upgrade for next billing period without additional charges
• Trial Upgrade: Test higher plans for 7 days before committing

Downgrade Options:

• End of Cycle: Downgrade takes effect at the end of current billing period
• Immediate Downgrade: Instant downgrade with partial refund for unused features
• Feature Retention: Keep certain premium features during transition period

Billing Cycle Changes:

• Monthly to Annual: Switch with pro-rated credit and annual plan benefits
• Annual to Monthly: Convert with remaining balance applied as credit
• Pause Option: Temporarily suspend service for up to 3 months (annual plans only)

Theme Store and Add-on Services

Special policies apply to our theme store purchases and additional services:

Theme Store Purchases:

• No Refunds: Themes are digital products with immediate access and download
• Technical Support: Full technical support for theme installation and customization
• Replacement Policy: Defective themes replaced with working versions at no charge
• Upgrade Path: Credit towards premium themes when upgrading subscription plans

Custom Development:

• Milestone-Based Refunds: Refunds available for uncompleted development milestones
• Satisfaction Guarantee: Revisions included until requirements are met
• Source Code Ownership: Completed custom features remain with your account

Special Circumstances

We handle exceptional situations with flexibility and understanding:

Force Majeure Events:

• Service Interruption: Extended refunds or service credits for unavoidable outages
• Pandemic Impact: Flexible payment and cancellation terms during global emergencies
• Natural Disasters: Customized solutions for customers affected by natural calamities

Business Closure:

• Company Shutdown: Full refund for unused subscription periods
• Business Transfer: Option to transfer subscription to new entity
• Data Migration: Extended data access and export assistance

Technical Issues:

• Platform Bugs: Service credits for documented platform issues
• Integration Failures: Alternative solutions or partial refunds
• Performance Issues: Compensation for service quality below standards

Dispute Resolution

We are committed to resolving cancellation and refund disputes fairly and efficiently:

Resolution Process:

• Direct Communication: Initial resolution attempts through customer support
• Management Review: Escalation to management team for complex cases
• Independent Mediation: Third-party mediation for unresolved disputes
• Legal Compliance: All disputes handled according to Indian consumer protection laws

Customer Rights:

• Consumer Protection: Rights under Indian Consumer Protection Act
• Fair Treatment: Unbiased review of all refund requests
• Appeal Process: Right to appeal refund decisions with additional documentation

Fraud Prevention

We maintain security measures to prevent fraudulent refund requests while protecting legitimate customers:

• Identity Verification: Account ownership verification for all refund requests
• Usage Analysis: Review of platform usage to determine refund eligibility
• Payment Verification: Confirmation of original payment source and method
• Documentation Requirements: Appropriate documentation for refund justification
• Abuse Prevention: Monitoring for patterns of subscription abuse or fraud