1. How cancellation works
You can cancel your subscription at any time from Billing → Cancel subscription. There are two ways to cancel; the modal asks you to pick one before confirming.
1.1 Cancel at end of period (no refund)
Default option. Cancellation takes effect at the end of your current billing cycle. You keep full access until then; the subscription does not renew. No refund is issued — you've already paid for the period you're using.
Use this when you want to stop renewing but you've already used most of the current period, or when you're past the refund window (see §3).
1.2 Cancel now with a pro-rata refund
Available only when the most recent paid invoice is within the 30-day refund window (see §3). Cancellation takes effect immediately and a pro-rata refund is issued to your original payment method for the unused portion of the current period.
The refund is computed on the net amount you actually paid — your invoice total minus any prior refunds on it (referral credits, manual adjustments). You always receive a fair share of what you put in, never more, never less.
The cancel modal shows the exact refund amount and how many days remain in your refund window before you confirm.
1.3 Can't reach your dashboard?
Email billing@bizlumoai.com from the email address registered on the account. We aim to record and process manual cancellations within 1–2 business days. The same 30-day refund window applies — if your latest paid invoice is more than 30 days old when we receive your request, the cancellation is at period end (no refund). If a refund is owed, it settles to your original payment method on the timing described in §3.3.
2. Free trial
We offer a 14-day free trial on all paid plans. During the trial:
- No credit card required at signup
- You will not be charged anything
- Full access to all features of the plan you selected
- You can cancel at any time without consequence
We send email reminders 3 days and 1 day before the trial ends. If you don't upgrade by the deadline, your account goes read-only — you can still view all your data, but new entries are blocked. You can upgrade within 90 days to restore full access.
3. Refunds & refund window
3.1 Refund window — 30 days
A pro-rata refund on cancellation (the cancel-now-with-refund option in §1.2) is available within 30 days of the latest paid invoice's payment date. Outside that window, cancellation reverts to at-period-end with no immediate refund — you keep access through your current billing cycle, then it ends.
The 30 days mirrors industry norms (Razorpay, Hostinger, common SaaS) — long enough to evaluate a fresh purchase, short enough that service we've delivered to long-tenured customers isn't retroactively refundable. The cancel modal in your dashboard always shows the days remaining in your window before you confirm.
Annual plans: the 30-day window starts at the date you paid the annual fee, not at each anniversary. Monthly plans: the window resets each time a monthly invoice is paid.
3.2 Exceptions where we refund outside the window
The 30-day window in §3.1 covers the normal cancel flow. In the following situations we will consider a refund (full or partial) regardless of when they're reported:
- Duplicate charge: if you were accidentally charged twice for the same period, we will refund the duplicate. We aim to detect duplicates automatically and process the refund promptly.
- Wrong plan charged: if our system charged you for a plan tier higher than what you selected, we will refund the difference.
- Extended outage: if the Service is materially unavailable for an extended period during a billing cycle due to our fault, we may at our discretion issue a service credit or partial refund proportional to the impact. Outages caused by third-party providers (AWS, Razorpay, DNS, ISPs), force majeure events, or scheduled maintenance are excluded — see our Terms §12.1.
3.3 How refunds are processed
Refunds are issued via Razorpay back to the original payment method. Processing takes 5–10 business days depending on your bank. Refunds include the full GST amount.
To request a refund, email billing@bizlumoai.com with:
- Your registered email address
- The transaction ID or invoice number
- Reason for the refund request
4. Downgrading your plan
You can downgrade to a lower plan at any time. The downgrade takes effect at your next billing cycle; the current cycle continues at the original tier. We don't refund the difference for the current cycle — the same rationale as §1.1 (you've already paid for the cycle you're using).
If you'd rather not wait for the next cycle, the way to get value back for the unused portion is to cancel-now-with-refund (§1.2, while inside the 30-day window) and then re-subscribe at the lower tier. That issues a pro-rata refund for the unused days, and you start a fresh billing cycle at the lower plan.
Important: if your current usage exceeds the limits of the lower plan (e.g. you have 80 employees but want to downgrade to a 50-employee plan), the downgrade will be blocked until you bring usage within the new plan's limits.
5. Failed payments and dunning
If a recurring payment fails (e.g. expired card, insufficient funds, revoked UPI mandate):
- Day 0: Failed payment. Notification email sent immediately.
- Days 1–7: Razorpay automatically retries the charge up to 3 more times across this window.
- After all retries fail: Subscription is marked as halted. You receive a final email asking you to update your payment method.
- If still unresolved: Account access is suspended.
"Suspended" means most actions return a Payment Required response — you can't add employees, run payroll, edit data, or generate reports. Logins, billing-page access, and password reset continue to work so you can update your payment method. Your data stays intact — nothing is deleted.
Update your payment method any time during this period via your dashboard's Billing page. Once a successful charge goes through, full access is restored automatically (typically within a few minutes via webhook).
Annual subscriptions: failed renewal works the same way as monthly. Razorpay attempts the annual charge; failure leads to halt + suspension just like monthly. A failed renewal is not a "paid invoice" — the 30-day refund window in §3.1 anchors on the previous annual invoice (paid 12 months ago) and so will already be closed by the time renewal fails. The cancellation that results from a halt is therefore at-period-end only, no refund. If you believe an exception applies (e.g. the service was unavailable shortly before renewal — see §3.2), contact billing@bizlumoai.com.
6. Your data after cancellation
- Day 0–90: Data preserved. You can reactivate without data loss.
- Day 90+: Data permanently deleted. Tax records (payslips, etc.) retained 8 years per Income Tax Act requirements.
Before cancellation, export your data. Go to any report and use the CSV/PDF export. We can also provide a complete JSON dump of your account data on request — email support@bizlumoai.com.
7. Disputes
If you believe a charge is incorrect or you're unhappy with a refund decision, contact us first at billing@bizlumoai.com. We aim to respond within 2 business days.
We strongly prefer resolving disputes directly rather than via chargeback. Chargebacks cost both of us money and time, and are almost always preventable through a 5-minute email exchange.
8. Referral credits
Our referral program gives the referrer a credit (default: 1 month free) and the referred customer a discount (default: 25% off their first invoice). Credits are issued as Razorpay refunds on the appropriate invoice.
8.1 If a discounted invoice is cancelled within the refund window
If your own invoice was discounted by a referral credit and you cancel-now-with-refund (§1.2) within the 30-day refund window, the pro-rata refund is computed against the net amount you actually paid — invoice total minus any credits already refunded on it — never the gross invoice. The refund comes from your own original payment.
Example, monthly plan: ₹1,200 invoice with a 25% referral discount (₹300 already refunded as the referred-side credit) — you paid ₹900 net. Cancelling on day 15 of the 30-day cycle (15 unused days remaining) yields a pro-rata refund of ₹900 × 15/30 = ₹450. Fair share of what you paid, no double-counting.
Example, annual plan: ₹12,000 invoice with a 25% referral discount (₹3,000 refunded) — you paid ₹9,000 net. Cancelling on day 20 of the 365-day cycle (well inside the 30-day refund window) yields ₹9,000 × 345/365 ≈ ₹8,506.
Outside the 30-day refund window, the cancel-now-with-refund option is not available — the cancellation reverts to at-period-end per §1.1, and the discount on the original invoice stands.
8.2 Holding period
Once a referral qualifies (the referred customer pays their first invoice), the resulting credit enters a 45-day holding period. The credit is visible on the billing page but not yet redeemable on invoices. This window matches the typical refund/chargeback timeline for the qualifying payment — we only release credits for transactions that have definitively settled.
If the qualifying payment is fully refunded or charged back during the holding period, the credit is voided. After the holding period passes, the credit unlocks and applies on the next paid invoice.
8.3 Credit expiry
Credits expire 365 days after they unlock. Expired credits cannot be re-issued. The widget on your billing page always shows the unlock date and time remaining.
8.4 Reversal on dispute, chargeback, or full refund
The qualifying invoice triggers two different reversal rules depending on what happens to it:
- Pro-rata refund (§1.2) within the 30-day refund window: does not void the referral credit. The invoice retains its "paid → partially refunded" state and the referrer's credit remains in its holding period or already-unlocked state, unaffected.
- Full refund or chargeback during the holding period (§8.2): voids the credit automatically. The invoice no longer represents a settled payment, so the qualification it triggered is rolled back.
- Full refund or chargeback after the holding period (i.e. once the credit has unlocked): the platform admin can manually reverse the attribution if abuse is evident, but it is not automatic. Already-applied credits cannot be retroactively clawed back.
In all cases the affected customer is notified.
If you have questions about refunds, contact us at billing@bizlumoai.com.