Cancellation & Refund Policy

Last updated: 3 July 2026

This Cancellation and Refund Policy outlines the terms under which you may cancel your subscription and request refunds for the Hivance platform (hub.hivance.app). Hivance is a proprietary brand owned and operated by Shantanu Awate, an individual operating under the laws of India, with a principal place of business at Otur, Pune, Maharashtra, 412409, India.

This policy is published in compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

1. Subscription Cancellation

1.1 How to Cancel

You may cancel your subscription at any time through the following methods:

• In-App: Navigate to Settings → Subscription → Cancel Subscription.
• Email: Send a cancellation request to support@hivance.app from your registered email/phone number.
• Support: Contact our support team via the in-app chat.

1.2 Effect of Cancellation

• Upon cancellation, your subscription will remain active until the end of your current paid billing period.
• You will continue to have full access to all features until the billing period expires.
• After expiry, your account will be moved to a read-only state for 30 days — you can view your data but cannot create new entries.
• After 30 days of inactivity post-cancellation, your data will be permanently deleted unless you request an export.
• Cancellation does not automatically trigger a refund. Please see the refund section below.

1.3 Reactivation

If you wish to reactivate your subscription within the 30-day read-only period, you may do so from your account settings. All your data will be intact and immediately accessible upon reactivation.

2. Refund Policy

2.1 Eligibility for Refunds

Refunds are available in the following circumstances:

• Within 7 days of first payment: If you are a new subscriber (after the 21-day free trial) and are unsatisfied with the Service, you may request a full refund within 7 days of your first subscription payment. No questions asked.
• Partial month/period refunds: If you cancel mid-billing cycle and have used the Service for less than 50% of the billing period, you are eligible for a pro-rata refund for the unused portion.
• Service outage: If the Service experiences downtime exceeding 72 continuous hours due to our fault, affected subscribers are eligible for a proportional credit or refund.
• Duplicate charges: If you are charged more than once for the same billing period due to a technical error, the duplicate amount will be refunded in full.
• Unauthorized charges: If a charge was made without your authorization, we will investigate and refund if confirmed unauthorized.

2.2 Non-Refundable Items

• Add-on usage charges (WhatsApp messages and AI usages) that have already been consumed are non-refundable.
• Subscriptions cancelled after using the Service for more than 50% of the current billing period.
• Accounts terminated due to violation of our Terms & Conditions.
• Free trial periods (as no payment is involved).

2.3 How to Request a Refund

To request a refund:

1. Email support@hivance.app with the subject line "Refund Request".
2. Include your registered phone number or email, the billing period in question, and the reason for the refund request.
3. Our team will acknowledge your request within 24 hours and provide a resolution within 48 hours.

3. Refund Processing

3.1 Timeline

• Approved refunds will be processed within 5–7 working days and credited back to the original payment source (UPI, debit card, credit card, or net banking).
• Refunds are initiated within 2 business days of approval.
• For credit card refunds, please allow up to 1 billing cycle (30 days) for the refund to appear on your statement, depending on your card-issuing bank.
• All transactions are processed securely via authorized third-party payment aggregators. We do not store your payment credentials.

3.2 Refund Amount Calculation

• Full refund (within 7 days): 100% of the subscription amount paid.
• Pro-rata refund: Calculated as: (Unused days ÷ Total days in billing period) × Subscription amount paid.
• Service credit: In some cases, we may offer Service credit (extension of subscription) instead of a monetary refund. You may choose to accept or request a monetary refund instead.

4. Plan Changes

4.1 Upgrades

When upgrading to a longer billing period (e.g., monthly to quarterly), the remaining value of your current plan is credited toward the new plan. You only pay the difference.

4.2 Downgrades

When downgrading (e.g., quarterly to monthly), the change takes effect at the end of your current billing period. No partial refund is issued for downgrades; instead, you receive the full benefit of your current plan until expiry.

5. Failed Payments & Auto-Renewal

• Subscriptions auto-renew at the end of each billing period unless cancelled before renewal.
• If a renewal payment fails, we will attempt to charge your payment method up to 3 times over 7 days.
• If all attempts fail, your subscription will be paused and your account moved to read-only state.
• You will be notified via SMS/email before and after renewal charges.

6. Dispute Resolution

If you are unsatisfied with our refund decision, you may:

1. Escalate to us directly at grievance@hivance.app. We will review and respond within 15 days.
2. File a complaint with the National Consumer Helpline (NCH) at 1800-11-4000 or through the INGRAM portal.
3. Approach the appropriate Consumer Disputes Redressal Forum under the Consumer Protection Act, 2019.

7. Contact for Refund Queries

• Operator: Shantanu Awate
• Email: support@hivance.app
• Address: Hivance, Otur, Pune, Maharashtra, 412409, India
• Response Time: Within 24 hours on business days
• Refund Processing: 5–7 working days after approval, credited to original payment source

This policy is subject to change. Any modifications will be communicated 15 days in advance via email. For the most current version, please visit this page.