Who this policy applies to

  • This Refund Policy applies only to individual customers who buy without a GSTIN (B2C orders).
  • It does not apply to business customers. An order is a business (B2B) order when a GSTIN is entered at checkout, or when a tax invoice is issued in a business name with a GSTIN, including when a GSTIN is added after purchase.
  • Payments made by business and GST-registered customers are not refundable, except when we cannot activate the service (see the next section). You can stop renewing at any time, and your service keeps running until the end of the period you have paid for.

If we can't activate your service

For all customers, including business and GST-registered customers: if we are unable to give you a working login within 3 working days of your payment and completed KYC, we refund the amount you paid, minus the payment gateway charges explained below.

7-day refund if the server does not work

For individual customers, within 7 days of your first payment:

  • We commit to 99.00% uptime for your Tally cloud server (see section 11 of the Terms of Service). Over 7 days, that allows about 1 hour 40 minutes of downtime in total.
  • If your server is not working and the total downtime in those 7 days is more than this, you can ask for a refund of that first order, minus the payment gateway charges explained below.
  • With your request, send the downtime details: the date, the start and end time of each outage, and any error messages or screenshots.
  • Our IT team checks your details against our server monitoring logs. A refund is approved only when the downtime is confirmed by our logs.
  • Problems outside our server do not count as downtime, for example your own internet connection, your computer or phone, software you installed on the server, or planned maintenance we announced in advance.
  • This applies once per customer, to the first order only. A refund is not given only because you changed your mind.

Renewals and added users

Renewal payments and payments for extra users are not refundable once the new period has started. You can stop future renewals at any time, and your service keeps running until the end of the period you have paid for.

Suspended accounts

No refund is given if service is suspended because the Terms of Service were broken, for example for misuse or failed KYC.

How to ask for a refund

Raise a ticket from your customer portal, or WhatsApp us, with your invoice number. We confirm within 2 working days.

How refunds are paid

  • Payment gateway charges are not refunded. We deduct 2% of the amount paid plus 18% GST on that 2%, which is 2.36% of the amount in total. For example, on a payment of ₹1,000, ₹23.60 is deducted and ₹976.40 is refunded.
  • Refunds are paid by bank transfer to your bank account, not back to your card or UPI.
  • To receive a refund, share your valid bank details (account holder name, account number, bank name and IFSC code) and a copy of a cancelled cheque from that account. The account should be in the name of the customer who paid.
  • We pay approved refunds within 7 to 15 working days after we receive your bank details and cancelled cheque.
  • We issue a GST credit note for the refunded amount.

Last updated: 28 October 2026