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 recognise 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.

For the purposes of this policy, “Activation Date” means the earlier of (a) the date of receipt of payment by TrackOlap against the relevant invoice for the Subscription Services, or (b) the date on which the Subscription Services are made available to the Customer for use.

Eligibility for Refunds

Quarterly Subscriptions

• Refunds are accepted if cancellation is requested within 7 (seven) calendar days from the Activation Date, subject to the following deductions:
  • Customer based in India
    • ₹2,000 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 cancellation requests received after the 7 (seven) day window.

Annual Subscriptions

• Prorated refunds are available if cancellation is requested within 15 (fifteen) calendar days from the Activation Date, subject to the following deductions:
  • Customer based in India
    • ₹2,000 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 cancellation requests received after the 15 (fifteen) day window.

Refund Request Channel

Refund requests must be submitted via written email to care@trackolap.com with the information specified in this policy, except where applicable law requires TrackOlap to accept requests through a different channel. Requests sent to any other email address, contact form, support chat, social media, WhatsApp, or other communication channel (including without limitation sales, billing, or general support aliases) shall not be considered complete or received for the purposes of this Policy until they are either (a) received at care@trackolap.com, or (b) confirmed in writing by TrackOlap as having been accepted for refund processing. The applicable refund window shall not be paused, tolled, or extended pending the customer’s re-routing of the request, and TrackOlap has no obligation to forward or escalate requests received through other channels.

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 (three) business days.
3. If approved, the refund will be processed to your original payment method within 7 to 10 (seven to ten) business days, after deducting applicable fees.

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

Finality of Decision

TrackOlap’s decision on refund eligibility, made in accordance with this policy and communicated in writing, shall be final and binding between the Parties, subject to any non-waivable rights of the Customer under applicable law (including applicable consumer-protection statutes). Nothing in this Policy is intended to limit, exclude, or modify any such non-waivable statutory right.

Non-Refundable Items

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

• INR 2,000 training/setup fee (or the equivalent deduction set out above).
• 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 the 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 to Friday, 10:00 AM to 7:00 PM (IST)

We aim to respond to all inquiries within 1 to 2 (one to two) business days.

Order of Precedence

In the event of any conflict between this Refund Policy and the Terms of Service, this Refund Policy shall prevail solely with respect to refund eligibility and process. Any signed Order Form prevails over this Refund Policy where the Order Form expressly addresses refund terms.

Policy Updates

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

Overview

This Cancellation Policy explains how a Customer may discontinue an ongoing subscription with TrackOlap. Please read it together with our Terms of Service and Payment & Refund Policy, as those documents continue to govern the underlying subscription.

What “Cancellation” Means

For the purposes of this Policy, “cancellation” means a request by the Customer to disable auto-renewal and stop future billing at the end of the current paid term. Cancellation does not, by itself:

• Terminate the current paid Subscription Term early;
• Entitle the Customer to a refund of any Subscription Fees already paid for the current Subscription Term; or
• Override any committed-term, minimum-commitment, or non-cancellable obligation set out in a signed Order Form.

Early termination of the current paid Subscription Term, and any refund of fees already paid, is governed exclusively by (a) the Payment & Refund Policy, (b) any signed Order Form, and (c) the termination rights set out in the Terms of Service (including TrackOlap’s Service Level Commitment and termination-for-cause provisions). Absent eligibility under one of these, all Subscription Fees payable for the remainder of the Subscription Term remain due and payable in accordance with Section 8 of the Terms of Service.

Subscription Plan Cancellation

A Customer may request cancellation of auto-renewal at any time during the Subscription Term, subject to the notice periods set out in the Terms of Service and any signed Order Form. To ensure that the request is processed smoothly, please follow the steps below.

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.

Effective Cancellation

A cancellation request must be sent in writing to care@trackolap.com and must include the account verification details required to identify the subscription, except where applicable law requires TrackOlap to accept the request through a different channel. A request communicated verbally, by WhatsApp, by social media, or to any other email address, contact form, support chat, or alias (including without limitation sales, billing, or general support aliases) shall not be treated as complete or received for the purposes of this Policy until it is either (a) received at care@trackolap.com, or (b) confirmed in writing by TrackOlap as having been accepted for cancellation processing. Cancellation shall only be deemed effective from the date a request is so received or confirmed.

Receipt Cutoff

Cancellation requests received after 18:00 IST on a working day, or on a non-working day (Saturday, Sunday, or public holidays as observed by TrackOlap), shall be deemed received on the next working day at 09:00 IST.

Timing of Cancellation

Your subscription will remain active until the end of the current paid Subscription Term, and you will continue to be invoiced for any Subscription Fees that are due and payable for that term. Once a valid cancellation request is processed, auto-renewal will be disabled and no further charges will be made for subsequent renewal terms.

Termination of Service

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

Access Termination

• Your access to the TrackOlap platform and Services will continue until the end of the current paid Subscription Term and will be terminated thereafter.
• After such termination, you will no longer be able to access your account or use the Services.

No Further Charges on Renewal

You will not be auto-charged for the next renewal term after a valid cancellation has been processed. To avoid the next renewal charge, please submit your cancellation request at least 15 (fifteen) days prior to the renewal date (or such other notice period specified in your Order Form). Cancellation does not reduce Subscription Fees already invoiced or due for the current Subscription Term.

Data Retrieval

Export Your Data

We strongly recommend that you export any important Customer Data or files stored within your account before the end of the current paid Subscription Term. For a period of 30 (thirty) days following expiry or termination of the Subscription Services, TrackOlap will retain the Customer Data stored on the Platform in accordance with Section 8 of the Terms of Service. Within this 30 (thirty) day window, the Customer may request, in writing to care@trackolap.com, either (a) that the account be kept active for an additional fee, or (b) a copy of the contacts and other Customer Data permitted by the Terms of Service. After the expiry of this 30 (thirty) day period, all Customer Data will be permanently deleted and cannot be retrieved.

Data Loss Disclaimer

The Customer is responsible for backing up important data on its own systems before the end of the current paid Subscription Term. Subject to the 30 (thirty) day retention and request window described above, TrackOlap shall not be liable for any inability to retrieve data after the Customer Data has been deleted in accordance with the Terms of Service.

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. Any applicable refund will be processed in accordance with our Payment & Refund Policy. Please contact customer support for more information.

Order of Precedence

In the event of any conflict between this Cancellation Policy and the Terms of Service, this Cancellation Policy shall prevail solely with respect to cancellation eligibility and process. Any signed Order Form prevails over this Cancellation Policy where the Order Form expressly addresses cancellation terms.

Additional Information

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

Overview

At TrackOlap, we are committed to maintaining the highest standards of security to protect our customers’ data and ensure the integrity of our platform. This security policy outlines the measures we take to safeguard information and the responsibilities of both TrackOlap and our users.

Data Protection

Data Encryption

• All sensitive data is encrypted both in transit and at rest using industry-standard encryption protocols.
• We use HTTPS for all communications between clients and our servers.

Access Controls

• Access to customer data is strictly limited to authorized personnel who require it for support or maintenance.
• Multi-factor authentication (MFA) is enforced for administrative access.

Incident Response

Reporting Security Incidents

• If you identify a security vulnerability or incident, please report it immediately to security@trackolap.com.
• We investigate all reported incidents promptly and take appropriate action to mitigate risks.

Incident Handling

• In the event of a data breach or security incident, affected customers will be notified as soon as possible.
• We will provide details about the nature of the incident, data affected, and steps taken to resolve the issue.

User Responsibilities

Account Security

• Users are responsible for maintaining the confidentiality of their account credentials.
• Do not share your password or authentication details with anyone.

Data Backup

• While TrackOlap implements robust backup procedures, we recommend users regularly export and back up important data.

Compliance

Regulatory Compliance

• TrackOlap complies with applicable data protection regulations, including GDPR and other relevant standards.
• We regularly review and update our security practices to ensure ongoing compliance.

Third-Party Services

Vendor Security

• We assess the security practices of third-party vendors and partners before integrating their services.
• All third-party services are required to adhere to our security standards.

Policy Updates

We may update this security policy from time to time to reflect changes in our practices or legal requirements. Users will be notified of significant changes via email or platform notifications.

Contact Us

For questions or concerns regarding our security policy, please contact our security team at security@trackolap.com.