Our Cancellation & Refund Policy

Last updated on May 23rd 2023

Khata Billing offers a 15-day money-back guarantee from the date of subscription purchase, subject to the strict conditions outlined in this policy. Subscription cancellations will only be considered if the request is made within this period and meets the eligibility criteria below. Once a subscription is activated and services are provisioned, cancellation requests may not be entertained outside the defined conditions.

Khata Billing provides a free plan with no time limitation. Users have unlimited time to evaluate, test, and explore all free features before choosing to upgrade. By purchasing a Premium subscription, you confirm that you have already tested the software, found it suitable for your needs, and are making an informed purchase decision. This policy exists to prevent misuse and protect both parties.

⚠️ Mandatory: Test the Free Version Before Purchasing

Khata Billing's free plan is available forever, with no expiry or time restriction. It is your responsibility to:

Thoroughly test all available features on the free plan before upgrading
Verify that the software's current features meet your specific business requirements
Review all documentation, tutorials, and demo materials available on the website
Confirm that the user interface, workflow, and functionality are acceptable to you
Contact support with any pre-purchase questions before completing payment

By completing a purchase, you confirm that you have fulfilled the above responsibilities and are satisfied with the software as-is. Claims of "I did not know the software had this limitation" or "I expected a different feature" will not be accepted as valid grounds for a refund.

🚫 Custom Feature Requests & New Functionality — No Refunds

Khata Billing is an actively developed platform. Features are planned, prioritized, and released on an internal roadmap based on overall user demand and technical feasibility. Purchasing a subscription does not entitle any user to:

Request, demand, or expect any new feature, module, or functionality to be developed exclusively for them
Claim a refund because a specific feature they assumed would exist is not currently available
Claim a refund because a feature they requested was not developed within a timeframe they expected
Claim a refund because a customization, workflow modification, or integration they need is not available

Any new feature request, customization, additional functionality, or development work requested after purchase is considered entirely separate from the existing subscription. The subscription covers access to currently available features only. Feature requests are logged, reviewed, and developed at our sole discretion based on platform-wide priorities — not individual user demands.

Delays or non-implementation of any feature request — regardless of how long ago it was submitted — do not constitute grounds for a refund under any circumstances.

15-Day Money-Back Guarantee — Terms & Conditions

The 15-day money-back guarantee is a limited, conditional refund window available only under the following circumstances:

A critical, reproducible technical bug prevents you from using a core advertised feature of the software
You have reported the issue to our support team with clear evidence (screenshots/screen recording)
Our technical team has investigated the issue and confirmed it to be a genuine system defect
Our team has made reasonable attempts to resolve the issue and was unable to do so within a reasonable timeframe
The request is submitted within 15 calendar days from the original purchase date

Important: The 15-day guarantee does NOT apply to dissatisfaction with features, design, workflow, or performance expectations. It is strictly a technical-issue-only guarantee. Since users have unlimited time on the free plan to evaluate the software before purchasing, subjective dissatisfaction after purchase is not covered.

Situations Where Refunds Will Not Be Provided

Refunds will not be issued under any of the following circumstances, without exception:

Subjective & Preference-Based Reasons

Dissatisfaction with the user interface or design style
The software looks or feels different from expectations
Preference for a different workflow or process
Found a competing software that appears better suited
The software is considered too simple or too complex
Performance expectations not met (load speed, etc.)
Security concerns that are not based on an actual security breach

Feature & Functionality Reasons

A specific feature assumed to exist is not available
A requested feature was not added or not added quickly enough
A customization or workflow modification is not supported
A third-party integration is not available
Features exist but work differently from what was assumed
Features available in competitor software are not present here

Knowledge & Training Reasons

Lack of technical knowledge or skill to operate the software
Inability to understand how to use features despite support being available
User did not read available documentation, tutorials, or guides
User did not properly test the free version before purchasing
User did not watch available video tutorials or how-to guides
Misunderstanding of software functionality due to not using the free plan

Business & Decision-Related Reasons

Change in business direction, model, or requirements after purchase
Business closure, suspension, or discontinuation
Decision to discontinue use of digital billing software
Switching to manual billing or a different platform
No longer needing the software due to personal reasons
Purchasing on behalf of someone who later refuses to use it

Third-Party & External Reasons

Internet connectivity issues, slow networks, or ISP problems
Device limitations, hardware incompatibility, or outdated operating systems
OTP or SMS delivery delays caused by telecom operators
Payment gateway errors not caused by Khata Billing
Server downtime due to hosting provider issues beyond our control
Issues with third-party integrations, apps, or services
Browser incompatibility with unsupported or outdated browsers

Support & Communication Reasons

Delay in support response due to workload, weekends, or holidays
Support response time not meeting personal expectations
Delay in bug fix, feature implementation, or investigation
Dissatisfaction with the communication style of support staff
User refused to cooperate with support team for troubleshooting
Refund requested before allowing support team to resolve the issue

🤝 Mandatory Support Cooperation Before Refund

Before any refund request can be considered, you must:

Submit a detailed support ticket or email describing the issue clearly
Provide screenshots, screen recordings, or any evidence of the technical problem
Cooperate with our support team by responding to their troubleshooting queries in a timely manner
Allow our technical team a reasonable time period to investigate and attempt resolution
Follow the guidance provided by our support team before concluding the issue is unresolvable

Refund requests submitted without going through the support process, or where the user has refused to cooperate with our team, will be automatically rejected.

General Refund Policy

Subscription Termination: Khata Billing allows the termination of a subscription only if there are unresolved technical issues or bugs that prevent the software from functioning as advertised, confirmed by our technical team.
Refund Eligibility Window: Refunds are considered only within 15 calendar days from the original purchase date, and only for confirmed, unresolvable technical defects. No refunds are available after 15 days under any circumstance.
One-time Lifetime Policy: Each account is eligible for only one refund per lifetime. Any subsequent subscription purchase on the same or a new account will not be eligible for any refund under any circumstances.
Purchase Date Calculation: The date of successful payment transaction confirmation is the official purchase date for all refund calculations.
Renewals & Re-purchases: Subscription renewals, plan upgrades, and re-purchases are not eligible for refunds. The 15-day guarantee applies only to the first-time purchase.
Official Channels Only: Refund requests are processed exclusively through email at info@khatabilling.com. Requests submitted via phone call, WhatsApp, social media, app store reviews, or any other channel will not be acknowledged or processed.
Documentation Required: All refund requests must include detailed screenshots or screen recording evidence of the technical issue. Requests without proper documentation will be rejected outright.
Partial Refunds: We do not offer partial refunds for unused subscription periods. Approved refunds are processed as full cancellations of the current subscription term.
Gateway Fee Deduction: If a refund is approved, 80% of the invoice amount will be refunded. The remaining 20% covers non-recoverable payment gateway fees, platform processing charges, and administrative costs that are charged to us by our payment service providers and cannot be recovered.
Processing Timeline: Approved refunds will be processed within 5–15 business days, subject to bank and payment processor timelines.
Policy Awareness: Claiming "I was not aware of this policy" or "I did not read the terms" will not be accepted as a valid reason for any exception or override of this policy.

Technical Issues — What Qualifies for Refund Consideration

✅ May Qualify (after support process)

Complete inability to log in despite correct credentials — confirmed as a system defect
Consistent software crash that prevents all usage — confirmed by our team
Critical billing calculation error in a core feature — confirmed as a defect
Advertised core features completely non-functional — confirmed after investigation
Verified data loss caused solely by a platform defect

❌ Does Not Qualify — No Refund

Slow internet or device performance issues
User error, incorrect usage, or insufficient technical knowledge
Outdated browser or operating system incompatibility
Temporary downtime, scheduled maintenance, or external server issues
UI/UX appearance, color scheme, or design preferences
Features working as designed but differently than assumed
Missing features never advertised by Khata Billing
OTP or SMS delays caused by telecom operators
Payment gateway failures not caused by our platform
Feature requests or customizations not yet developed

⚠️ Important Legal Notice

By completing a subscription purchase on Khata Billing, you confirm that you have read, understood, and agreed to this Cancellation & Refund Policy in its entirety. This policy forms part of the binding agreement between you and Khata Billing. Any disputes arising from this policy shall be subject to the jurisdiction of courts in Surat, Gujarat, India, and governed by applicable Indian law. Khata Billing reserves the right to modify this policy at any time, with changes effective from the date of publication on this page.

📬 Contact for Refund Requests

All refund and cancellation requests must be submitted via email only. Requests through any other channel will not be processed.

📧 Email: info@khatabilling.com

📞 Phone: +91 99296 90296 (Support queries only — refund requests via phone are not accepted)

🌐 Website: https://khatabilling.com/contact

⏱ Response Time: 1–3 business days (excluding weekends and public holidays)

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