PREAMBLE

This Refund and Cancellation Policy (“Policy”) governs the terms and conditions under which KhetPe provides refunds to its users (“You” or “User”) for services accessed through the KhetPe platform. This Policy is formulated in accordance with the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, and guidelines issued by the Reserve Bank of India.

1. DEFINITIONS

For the purposes of this Policy:

1.1 “KhetPe” means SWANSAT (OPC) PRIVATE LIMITED, a company incorporated under the Companies Act, 2013, having its registered office at Feltham House, 2nd Floor, 10 J.N. Heredia Marg, Ballard Estate.

1.2 “Services” means all digital services, subscriptions, premium features, and related offerings provided through the KhetPe platform.

1.3 “User” or “You” means any individual or entity who has registered for and/or accessed KhetPe services.

1.4 “Working Days” means Monday to Friday, excluding public holidays as declared by the Government of India.

2. ELIGIBILITY FOR REFUNDS

2.1 You shall be eligible for refunds only under the circumstances enumerated hereinbelow, subject to strict compliance with all requirements specified in Clause 5 of this Policy and provided that the refund request is made within the stipulated timeframe.

2.2 Technical Service Failures: Refunds may be considered where you experience persistent and reproducible technical malfunctions that prevent access to paid premium features despite following troubleshooting procedures provided by KhetPe customer support. Such technical issues must be verified as originating from KhetPe’s systems and must remain unresolved after KhetPe support intervention for a period exceeding five (5) working days from the time of first reporting the issue. Examples of such failures include, but are not limited to, subscription authentication failures, premium feature access errors, or critical data retrieval malfunctions affecting core paid services.

2.3 Service Non-Activation: Refunds may be considered where your paid subscription or premium service fails to activate within five (5) working days of successful payment completion due to KhetPe’s system error or processing failure. Provided however, that KhetPe shall not be liable for activation delays arising from incorrect information provided by You or delays attributable to third-party payment processors, banks, or network failures.

2.4 Erroneous or Duplicate Charges: Refunds shall be processed where You are charged multiple times for the same subscription period or service due to KhetPe’s billing system malfunction, or where incorrect billing amounts are charged to Your payment instrument contrary to the displayed pricing at the time of purchase.

3. NON-REFUNDABLE CIRCUMSTANCES

3.1 KhetPe shall not process refunds under any of the following circumstances:

3.2 User-Initiated Changes: No refunds shall be provided for change of mind or decision to discontinue using KhetPe services after successful subscription activation, or inability to utilize services due to your personal circumstances, business changes, or operational requirements.

3.3 Technical Issues Beyond KhetPe’s Control: Service accessibility issues caused by your unstable internet connectivity, device compatibility problems, network infrastructure failures, or third-party integration failures, including but not limited to banking APIs, government database connectivity, or external data provider service interruptions.

3.4 Service Utilization: Where You have accessed, downloaded, or substantially utilized paid features including but not limited to premium analytics reports, advisory consultations, or specialized agricultural insights, or have completed transaction cycles through KhetPe’s platform, including successful payment processing, data analytics generation, or advisory service delivery.

3.5 Promotional and Trial Services: Free trial periods, promotional subscriptions, discounted plans, special offers, referral rewards, cashback offers, or loyalty program benefits, unless explicitly stated otherwise in the specific promotional terms.

3.6 Performance Outcomes: Agricultural yield results, income projections, or financial outcomes. KhetPe provides analytical insights and advisory services but does not guarantee specific agricultural or financial results due to factors beyond our control including weather conditions, market fluctuations, and agricultural variables.

4. REFUND REQUEST PROCEDURE

4.1 Request Submission: All refund requests must be submitted through KhetPe’s customer support portal within the KhetPe application or by sending an email to info@khetpe.ai within seven (7) days of the transaction date. Late submissions beyond the seven-day period shall not be entertained unless You can demonstrate exceptional circumstances preventing timely submission.

4.2 Required Documentation:Your refund request must include: (a) Your registered name and verified email address/mobile number associated with your KhetPe account; (b) Complete transaction ID and payment receipt/confirmation; (c) Detailed description of the issue with supporting evidence including screenshots, video recordings, or system error messages; and (d) Any correspondence with KhetPe customer support regarding the issue.

4.3 Review Process: KhetPe shall acknowledge receipt and provide a responseforyour refund request within seven (7) working days from receipt of your complete request. KhetPe reserves the right to request additional information or documentation during the review process. KhetPe’s decision on refund eligibility shall be final and binding after internal review and investigation.

5. REFUND PROCESSING

5.1 Processing Timeline: Upon approval, refunds shall be processed within fourteen (14) working days from the date of approval, or such other timeline as mandated by applicable law. All refunds will be credited to the original payment instrument used for the transaction or to a specified refund account as verified by You.

5.2 Refund Method: KhetPe shall have the sole discretion to determine the mode of refund from the available options, in accordance with applicable laws and RBI guidelines. Refunds shall be processed through the original payment method wherever technically feasible. In case the original payment instrument is no longer valid or accessible, you may provide alternative verified account details for refund processing.

5.3 Processing Limitations: KhetPe disclaims all liability for refund delays arising from failures in applicable bank systems, card networks, payment gateways, or other intermediary service providers. Network failures, system maintenance, or technical issues at banking institutions may affect refund processing timelines beyond KhetPe’s control.

6. SUBSCRIPTION MANAGEMENT

6.1 Auto-Renewal Cancellation: Users with auto-renewal subscriptions must cancel their subscription at least forty-eight (48) hours before the next billing cycle to avoid charges for the subsequent period. Cancellation requests submitted after the billing cycle commencement shall not be eligible for refunds for that billing period.

6.2 Partial Refunds: Partial refunds for unused subscription periods are not provided unless due to verified service non-delivery attributable to KhetPe’s fault. Pro-rated refunds shall be calculated from the date of service discontinuation due to KhetPe’s inability to provide contracted services.

7. INCORRECT PAYMENTS AND REVERSALS

7.1 Erroneous Credits: In case any payment has been wrongfully processed or credited to your account, KhetPe reserves the right to automatically initiate a refund or reversal through your bank or payment provider. You hereby consent to such refunds initiated by KhetPe and/or your bank, at KhetPe’s request, to offset any incorrect transactions, duplicate payments, or erroneous credits made to your account. KhetPe shall inform you of such corrective actions and the reasons thereof.

7.2 Failed Transactions: KhetPe shall not be responsible for any charges to your payment instrument that fail to result in successful service activation within 5 working days. You may report such incidents through KhetPe’s customer support. Upon investigation, if it is confirmed that money was charged without service delivery, you will receive a refund within 14 working days from the date of your complaint.

8. GRIEVANCE REDRESSAL AND SUPPORT

8.1 Customer Support: For refund queries, complaints, or grievances, you may contact us through: (a) Email: info@khetpe.ai; with response time of acknowledgment and reply within 7 working days and resolution within 30 working days.

8.2 Escalation Process If your complaint is not resolved to your satisfaction through customer support within 30 (thirty) days, you may escalate the matter to our Grievance Redressal Officer.
·        Grievance Officer: Pradeep Madane
·        Contact: pradeep.madane@swan.co.in
·        Address: Feltham House, 2nd Floor, 10 J.N. Heredia Marg, Ballard Estate

8.3 External Redressal: If your grievance remains unresolved after exhausting internal mechanisms, you may approach the appropriate consumer forum or ombudsman as per applicable laws. For digital payment related disputes, you may also approach the Reserve Bank of India’s Online Dispute Resolution system.

9. LEGAL COMPLIANCE AND LIMITATIONS

9.1 Regulatory Compliance: This refund policy is formulated in accordance with the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, and Reserve Bank of India guidelines. Any modifications to this policy shall be communicated to users and shall comply with applicable regulatory requirements.

9.2 Liability Limitations: KhetPe’s total liability for refunds shall not exceed the amount paid by you for the specific service or subscription in question. KhetPe shall not be liable for consequential damages, lost profits, or indirect losses arising from service interruptions or refund processing.

9.3 Force Majeure: KhetPe shall not be liable for service disruptions or refund delays caused by events beyond our reasonable control including natural disasters, government actions, network failures, or other force majeure events.

10. POLICY UPDATES

10.1 KhetPe reserves the right to modify this refund policy at any time in compliance with applicable laws. Updated policies shall be communicated to users through the KhetPe application and website. Continued use of KhetPe services after policy updates shall constitute acceptance of the revised terms.

10.2 For any clarifications regarding this policy, please contact our customer support team.

11. GOVERNING LAW AND JURISDICTION

11.1 This Policy shall be governed by the laws of India. Any disputes arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts at Mumbai, India.