Refund & Cancellation Policy

1. Free Tier

The Starter (free) plan has no charges. No refund applies.

2. Paid Plans — Trial Period

All paid plans (Community and Campus) include a 30-day free trial. Your UPI mandate or card is authorised during sign-up but no amount is charged until the trial ends. You can cancel at any time during the trial and you will not be billed.

3. Cancellation

You may cancel your subscription at any time by:

• Writing to support@civicguard.in with your registered email and organisation name, or
• Cancelling the UPI AutoPay mandate directly from your UPI app (BHIM, GPay, PhonePe, Paytm, etc.) under Manage Mandates.

Cancellation takes effect at the end of the current billing cycle. Your organisation will be downgraded to the Starter plan after that date. No partial-period refunds are issued for the remaining days of an active billing cycle.

4. Refunds

Refunds are issued only in the following cases:

• Duplicate charge: if you were billed more than once for the same period due to a technical error.
• Charge after cancellation: if a payment was processed after a valid cancellation request was acknowledged by us.
• Service unavailability: if the platform was unavailable for more than 72 consecutive hours in a billing month, excluding scheduled maintenance windows announced at least 24 hours in advance.

Refund requests must be raised within 7 days of the charge by writing to support@civicguard.in. Approved refunds are processed within 5–7 business days to the original payment method.

5. Plan Downgrades

Downgrading from a paid plan to Starter is treated as a cancellation. The paid features remain active until the end of the current billing period.

6. Enterprise Plans

Enterprise plans are governed by a separate agreement signed at the time of onboarding. The terms in that agreement take precedence over this policy.

7. Contact

For any billing queries: support@civicguard.in
Response time: 1–2 business days.