1. PURPOSE

This Cancellation and Refund Policy (“Policy“) sets out the rules on cancellation, termination, billing adjustments, refund eligibility and related payment matters for MR Reporting services offered by ETECH SERVICES PRIVATE LIMITED (“ETECH“, “Company“, “we“, “our” or “us“).

Unless different terms have been expressly agreed in writing, this Policy covers MR Reporting services provided through:

• Cloud-hosted (SaaS) subscriptions;

• Customer-hosted (On-Premise) software licences;

• Annual Maintenance & Support (AMS);

• Add-on services; and

• other related services.

This Policy should be read alongside the MR Reporting Terms of Service, Service Level Agreement (SLA), Privacy Policy, Shipping and Exchange Policy and any other applicable policies or written commercial terms.

2. COMMERCIAL MODELS

MR Reporting may be offered under various commercial arrangements, including those below.

2.1 SaaS Subscriptions

SaaS subscriptions may be offered on:

• monthly billing cycles;

• annual billing cycles;

• multi-year arrangements; or

• enterprise subscription arrangements.

Unless otherwise agreed in writing, subscription fees are usually paid in advance.

2.2 On-Premise Licences

On-Premise deployments may be offered under a software licence for a fixed License Term.

The Customer may also subscribe to Annual Maintenance & Support (“AMS“) or other support services.

Licence fees, AMS fees, implementation fees and other charges are payable according to the applicable commercial terms.

3. CANCELLATION BY CUSTOMER

Customers may ask to cancel by sending a written cancellation request through an authorised communication channel.

Cancellation requests may be sent through:

• registered email;

• the Customer support portal;

• an authorised account representative; or

• any other channel that ETECH notifies.

For SaaS subscriptions, cancellation usually takes effect at the end of the current billing period or Subscription Term, unless otherwise agreed in writing.

For On-Premise deployments, the ending or expiry of the software licence and any applicable AMS is governed by the applicable License Term and commercial terms.

The Customer remains liable for all payment obligations incurred before the date the cancellation or termination takes effect.

4. NOTICE PERIOD

Unless the applicable commercial terms say otherwise:

Monthly SaaS Subscriptions

Notice must be given at least seven (7) calendar days before the renewal date.

Annual SaaS Subscriptions

Notice must be given at least thirty (30) calendar days before the renewal date.

On-Premise Licences and AMS

The applicable License Term, AMS Term, renewal period and notice requirements are set by the applicable commercial arrangement.

If the Customer does not give the required notice before renewal, the relevant service or support arrangement may renew according to the agreed terms.

5. REFUND ELIGIBILITY

Refunds are not given automatically and may only be considered where this Policy or the applicable written commercial terms allow.

Refunds may be considered in situations such as:

• billing errors caused by ETECH;

• duplicate payments;

• material service unavailability caused solely by ETECH, where a refund expressly applies;

• approved early termination of an annual or multi-year SaaS subscription;

• cancellation before the service is activated, where applicable; or

• any other situation that ETECH expressly approves.

Whether a refund is due will be decided based on the service involved, the circumstances of the request, the applicable commercial terms and any separately agreed written agreement.

6. SAAS SUBSCRIPTION REFUNDS

For SaaS subscriptions, if a refund is approved, ETECH may work it out based on the unused part of the relevant subscription period, less any applicable deductions.

Deductions may include:

• subscription usage already consumed;

• applicable taxes;

• payment gateway or payment processing charges;

• administrative charges;

• third-party charges; and

• other non-refundable amounts.

ETECH will calculate any refund based on the relevant billing arrangement and circumstances.

7. ON-PREMISE LICENCE AND AMS REFUNDS

For On-Premise deployments, licence fees, AMS fees, implementation fees and other charges are generally not refundable once the relevant software, licence, support or services have been delivered or made available.

If early termination or a refund is expressly approved, any refund will be decided based on:

• the applicable License Term;

• the AMS Term;

• services already provided;

• the status of implementation or deployment;

• software already supplied or installed;

• usage or entitlement already provided;

• applicable taxes and deductions; and

• the specific commercial arrangement.

ETECH may, at its discretion, offer a credit, refund or other commercial adjustment where suitable.

8. NON-REFUNDABLE CHARGES

Unless otherwise agreed in writing, the following charges are generally not refundable once the relevant service has been delivered or carried out:

• setup fees;

• onboarding fees;

• implementation fees;

• installation fees;

• configuration services;

• customisation services;

• Professional Services;

• consulting services;

• training services;

• data migration services;

• third-party software licences;

• third-party services;

• third-party integrations;

• payment processing charges;

• subscription periods already used;

• licence periods already started or used;

• AMS periods already started or used;

• additional user licences already activated; and

• other services already delivered.

9. SUBSCRIPTION PLAN CHANGES

Customers may ask to change their SaaS subscription plan, subject to the applicable commercial terms.

Plan Upgrades – An upgrade may take effect straight away once the additional payment or commercial approval is confirmed.

Plan Downgrades – A downgrade may take effect at the end of the current billing period or Subscription Term.

Additional User Licences – Extra user licences may be activated once the relevant payment or commercial approval is confirmed.

Reduction in User Licences – A reduction in user licences may take effect from the next billing or renewal period.

Unless otherwise agreed in writing, unused user licences during an active billing period are not refunded.

10. ON-PREMISE LICENCE CHANGES

For On-Premise deployments, changes to:

• authorised users;

• licensed quantities;

• installations;

• environments;

• licence scope; or

• other licensing parameters

may involve additional fees, licence amendments, new licence credentials or technical changes.

Any related charges will be set according to the applicable commercial terms.

Fees paid for licences that have already been delivered or activated are generally not refundable.

11. CANCELLATION OR TERMINATION BY ETECH

ETECH may suspend or end access to MR Reporting, or end the relevant Services, where the Terms of Service or applicable written commercial terms allow, including in cases of:

• non-payment;

• a material breach of the applicable terms;

• misuse of MR Reporting;

• unauthorised access;

• security risks;

• unlawful use;

• breach of applicable laws;

• material contractual breach;

• legal or regulatory requirements; or

• situations that materially threaten the security, integrity or operation of MR Reporting.

If cancellation or termination results from the Customer’s breach, misuse, non-payment or violation of the applicable terms, fees already paid will generally not be refunded.

Any amounts still owed will remain payable.

12. BILLING ERRORS AND DUPLICATE PAYMENTS

If the Customer believes there has been a billing error or a duplicate payment, it should tell ETECH within seven (7) calendar days of the transaction date.

After checking, ETECH may:

• correct the billing error;

• give a refund;

• give a credit adjustment; or

• make another suitable billing adjustment.

13. SERVICE AVAILABILITY AND SERVICE CREDITS

For eligible SaaS subscriptions, service availability and any Service Credits are governed by the MR Reporting Service Level Agreement (SLA).

Where a Service Credit applies, it will usually be given as a credit against future invoices and not paid in cash, unless applicable law requires otherwise or it is expressly agreed in writing.

Service Credits do not apply to Customer-hosted On-Premise deployments unless expressly agreed in writing.

Service Credits and refunds are separate remedies and will not lead to double compensation for the same event.

14. REFUND PROCESSING

When a refund is approved, ETECH will usually process it within seven (7) to fourteen (14) Business Days of the approval date.

How long it takes for the refund to show in the Customer’s account may depend on:

• banks;

• payment gateways;

• card issuers;

• payment processors; or

• other financial institutions.

ETECH is not responsible for delays caused by financial institutions or payment processors outside its reasonable control.

15. MODE OF REFUND

When a refund is approved, ETECH may issue it through:

• the original payment method;

• bank transfer;

• a credit adjustment to the Customer’s account; or

• another commercially suitable method.

ETECH will decide the refund method based on what is operationally feasible, the payment method used and any applicable requirements.

16. TAXES AND STATUTORY DEDUCTIONS

Every refund is subject to applicable:

• taxes;

• statutory deductions;

• payment processing charges;

• non-recoverable taxes; and

• other third-party charges.

ETECH may deduct from the refund any amounts that cannot reasonably be recovered.

17. NO REFUND FOR NON-USE

If the Customer or its Authorised Users do not use MR Reporting during an active subscription or licence period, that alone does not give a right to a refund.

This includes cases where:

• the Customer does not deploy the software;

• users do not log in to the Platform;

• the Customer does not use all licences purchased;

• the Customer postpones implementation;

• the Customer’s internal project is delayed; or

• the Customer does not use the features available.

The Customer remains liable for the applicable fees for the committed Subscription Term or License Term.

18. IMPLEMENTATION AND CUSTOMER-CAUSED DELAYS

Once implementation, onboarding, configuration, migration or deployment has started, delays by the Customer or failure to supply the required:

• infrastructure;

• access;

• information;

• approvals;

• personnel;

• technical resources; or

• cooperation

will not automatically give a right to cancel or receive a refund.

Implementation or Professional Services fees that have already been incurred or delivered will generally remain non-refundable.

19. THIRD-PARTY SERVICES

Where MR Reporting uses or connects with third-party services, software, payment gateways, infrastructure or other external services, fees paid for those third-party services may not be refundable.

ETECH is not responsible for refunding charges imposed by third parties where their terms do not allow a refund.

20. FORCE MAJEURE

ETECH is not obliged to give refunds for service interruptions, delays or failures caused by events outside its reasonable control, such as:

• natural disasters;

• power failures;

• internet or telecommunications outages;

• government action;

• labour disputes;

• cyber incidents outside ETECH’s reasonable control;

• pandemics;

• failure of public utilities; or

• any other Force Majeure Event.

In such cases, any refund or credit will be at ETECH’s discretion, subject to applicable law and any applicable written commercial terms.

21. DISPUTES RELATING TO CANCELLATION OR REFUNDS

If the Customer disagrees with a cancellation, billing adjustment or refund decision, it should first contact ETECH through its authorised channels and share:

• Customer account details;

• invoice or transaction details;

• the relevant dates;

• the amount in dispute; and

• any supporting information.

ETECH will review the matter and inform the Customer of its decision or proposed solution.

If the dispute cannot be settled through good-faith discussion, it will be governed by the dispute resolution and jurisdiction provisions in the MR Reporting Terms of Service or any applicable written agreement.

22. ENTERPRISE AND CUSTOM COMMERCIAL TERMS

Enterprise Customers may have their own cancellation, termination, refund, payment or commercial terms under separately signed written agreements.

Where a Customer has a valid written agreement with ETECH containing specific terms on:

• cancellation;

• termination;

• refunds;

• renewal;

• notice periods;

• payment;

• licence fees;

• AMS fees; or

• other commercial matters,

those specific written terms will apply to that Customer to the extent they conflict with this Policy.

23. CHANGES TO THIS POLICY

ETECH may revise this Cancellation and Refund Policy from time to time to reflect:

• changes to MR Reporting;

• changes in commercial practices;

• changes in payment methods;

• changes in applicable law;

• changes in business operations; or

• other regulatory or operational needs.

Revised versions will be published on the official MR Reporting website with an updated “Last Updated” date.

Where the law requires it, ETECH may give additional notice of material changes.

To the extent permitted by law, continuing to use MR Reporting after a revised Policy is published means the Customer accepts it.

24. CONTACT US

For questions about cancellation, billing or refunds, please contact:

ETECH SERVICES PRIVATE LIMITED

Email: info@mrreporting.com

Website: https://mrreporting.com