Refund Policy for TrackOlap SaaS Cloud Subscription

At TrackOlap, we are committed to delivering high-quality software solutions that empower your business. While we aim for your complete satisfaction, we recognize there may be circumstances where a refund is necessary. This policy outlines the conditions and processes for refunds to ensure clarity and fairness for all customers.

Eligibility for Refunds

Quarterly Subscriptions

• Refunds are accepted if canceled within 7 days of activation subject to the following deductions:
  • Customer based in India
    • ₹2000 or 10% of the total subscription paid as training/setup fee whichever is higher.
  • Customer based outside India
    • $100 or 10% of the total subscription paid as training/setup fee whichever is higher.
• No refunds will be provided for cancellations made after the 7-day window.

Annual Subscriptions

• Prorated refunds are available if canceled within 15 days of activation, subject to the following deductions:
  • Customer based in India
    • ₹2000 or 10% of the total subscription paid as training/setup fee, whichever is higher.
  • Customer based outside India
    • $100 or 10% of the total subscription paid as training/setup fee whichever is higher.
• No refunds will be provided after the 15-day period.

Refund Process

How to Request a Refund :

1. Submit a written request to care@trackolap.com with the following details:
   • Your order/invoice number.
   • Subscription details (plan type and activation date).
   • Reason for the refund.
2. Our team will review your request within 3 business days.
3. If approved, the refund will be processed to your original payment method within 7–10 business days, after deducting applicable fees.

Note: Refund timelines may vary depending on your bank or payment provider.

Non-Refundable Items :

The following are excluded from refund eligibility, regardless of subscription type:

• INR 2000 training/setup fee.
• Custom development work or tailored configurations.
• Training sessions or premium support packages.
• Services already delivered (e.g., completed consultations).
• Features or add-ons consumed during the subscription period.

Exceptions

Refunds may be denied in the following cases:

1. Force Majeure: Events beyond our control (e.g., natural disasters, outages).
2. Policy Violations: Breach of terms of service, misuse, or fraudulent activity.
3. Abuse: Repeated refund requests or misuse of the product.

Contact Us

For questions or assistance, please contact our support team:

• Email: care@trackolap.com and billing@trackolap.com
• Hours: Monday–Friday, 10 AM – 7 PM (IST)

We aim to respond to all inquiries within 1–2 business days.

Policy Updates

TrackOlap reserves the right to modify this policy at any time. Changes will be effective immediately upon posting to our website.

Overview

We believe in providing flexibility to our customers, so we offer an easy process for you to cancel your subscription at any time. Below is a detailed outline of our cancellation policy:

Subscription Plan Cancellation

You can cancel your subscription to any of our plans at any time. To ensure that your cancellation is processed smoothly, please follow these steps:

Cancel via Account Settings

• You can cancel your subscription directly through your account settings page on our platform
• This will automatically terminate your subscription at the end of your current billing cycle

Cancel via Customer Support

• Contact our customer support team at care@trackolap.com to request cancellation
• Include your account details and subscription plan for verification purposes

Timing of Cancellation

Your subscription will remain active until the end of the current billing cycle. No further charges will be made for subsequent billing periods once your cancellation is processed.

Termination of Service

Once your cancellation request has been confirmed, the following will occur:

Access Termination

• Your access to the TrackOlap platform or any other services will be terminated at the end of your current billing cycle
• After that, you will no longer be able to access your account or use the services

No Further Charges

You will not be charged for the next billing period after cancellation. Please ensure that you cancel your subscription before the next billing cycle to avoid being charged for that period.

Data Retrieval

Export Your Data

We recommend that you export any important data or files stored within your account prior to cancellation. You will not be able to retrieve your data after the subscription has been terminated.

Data Loss Disclaimer

Once your account is terminated, TrackOlap will not be held liable for any loss of data. We encourage all users to back up important information on their local systems before initiating the cancellation.

Exceptional Circumstances

While we strive to provide the best possible service, there are rare circumstances in which we may make exceptions to our standard policies:

Service Disruption

If there is a prolonged service disruption (e.g., the platform is inaccessible for an extended period or a key feature is unavailable), you may be eligible for a refund or credit. Eligibility will depend on the nature of the disruption, and approval is subject to management’s discretion.

Failure to Meet Service Level Agreement (SLA)

In cases where we fail to meet the agreed-upon service level agreement (SLA), you may qualify for a prorated refund or credit for the period of time the service did not meet expectations. Please contact customer support for more information.

Additional Information

For any questions or concerns regarding our cancellation policy, please contact our customer support team at care@trackolap.com