Refund & Cancellation Policy.

Overview & scope

This Refund & Cancellation Policy (the “Policy”) applies to all paid Offerings provided by Discover Drift Planners LLP (“Discover Drift”, “the Company”, “we”, “us” or “our”), including our software products and SaaS subscriptions (such as ItinOps, Edunage, QR Menu and our WhatsApp messaging engine) and our engineering, custom-development, integration and AI services.

This Policy is part of our Terms & Conditions and uses the capitalised terms defined there. Where a signed Order, proposal or statement of work (“SOW”) contains specific refund or cancellation terms for a given Offering, those terms prevail over this Policy to the extent of any conflict, for that Offering only.

Who we are & how to contact us

Discover Drift Planners LLP is a limited liability partnership incorporated in India that builds and operates software products and provides engineering services, custom software, integrations and AI agents through its brands, including ItinOps, Edunage, QR Menu and Drift Technologies.

Definitions

• Offerings — collectively, our Website, Products and Services.
• Products — our software products, platforms, applications and APIs, including ItinOps, Edunage, QR Menu and our WhatsApp messaging engine, whether offered as subscriptions or otherwise.
• Services — the engineering, consulting, custom-development, integration and AI services we provide, typically under an Order or SOW.
• Subscription — a recurring, time-limited right to access a Product for a billing term (for example, monthly or annual).
• Billing term — the period for which a Subscription fee is charged (for example, one month or one year).
• One-time fees — non-recurring charges such as setup, onboarding, implementation, configuration, migration or training fees.
• Pass-through costs — third-party charges we incur or facilitate on your behalf, such as messaging-platform fees, model/API usage costs, payment-gateway fees, and domain, hosting or licence costs.
• Order — an order form, subscription, proposal, SOW or other ordering document agreed between you and us.

General refund principle

Except as expressly stated in this Policy, in an applicable Order or SOW, or as required by applicable law, all fees are non-refundable and non-cancellable, and payments are not contingent on the delivery of any future functionality.

Our Offerings are digital in nature. Once a Subscription billing term has begun, access has been provisioned, usage has been incurred, or work under a Service engagement has been performed, the corresponding fees are earned and are not refundable merely because you later decide not to use, or to stop using, the Offering. This reflects the immediate and irreversible nature of delivering software access and professional work.

Software products & SaaS subscriptions

Subscriptions are billed in advance for each billing term and renew automatically for successive terms unless cancelled before the renewal date, as described in your Order and in our Terms & Conditions.

Monthly subscriptions

Monthly Subscription fees are non-refundable. You may cancel at any time to stop future renewals; your cancellation takes effect at the end of the current billing term, you retain access until then, and no refund or credit is given for the remaining or unused portion of that term.

Annual & multi-month subscriptions

Annual and other multi-month Subscription fees are paid in advance for the full committed term and are non-refundable, in whole or in part, once the term has begun, including where you cancel or stop using the Product before the end of the term. Cancelling an annual Subscription stops the next renewal but does not refund the current term.

Usage-based charges

Fees based on usage, consumption or metered activity (for example, messages sent, conversations, seats or AI usage) are earned as the usage occurs and are non-refundable once incurred, regardless of whether the resulting output or delivery met your expectations.

Free trials, beta & evaluation

Where we offer a free trial, freemium tier, beta or evaluation access, no fee is charged for that access and no refund arises in respect of it. If a free trial converts into a paid Subscription, you must cancel before the trial ends or before the first renewal to avoid being charged; once a paid term begins, the general principle in Section 04 applies.

Beta, preview and “as available” features are provided without warranties, may change or be withdrawn, and any fees associated with them (if any) are non-refundable.

Upgrades, downgrades & proration

• Upgrades. If you upgrade your plan mid-term, the change takes effect immediately and we may charge a prorated amount for the remainder of the current billing term, or adjust your next invoice.
• Downgrades. If you downgrade your plan, the change generally takes effect at the start of your next billing term. We do not provide refunds or credits for the difference in price for the current term.
• Seat or capacity reductions. Reducing seats, numbers or capacity mid-term does not entitle you to a refund for the current term; the reduction applies from the next renewal.

Cancelling a subscription

You may cancel a Subscription at any time through the relevant in-product setting where available, or by contacting us at support@discoverdrift.com from the email associated with your account. To stop a renewal, your cancellation must be received before the renewal date of the current billing term.

On cancellation, your Subscription remains active until the end of the term already paid for, after which access ends and automatic renewals stop. You are responsible for exporting or backing up your data before access ends; following termination, we may delete your data in the ordinary course as described in our Terms & Conditions.

Engineering services & statements of work

Our Services are typically delivered under an Order or SOW that describes the scope, deliverables, milestones, timelines and fees. Because Services involve dedicated time and resourcing, the following apply unless your SOW states otherwise:

• Advances & deposits. Advance payments, deposits and mobilisation fees are non-refundable, as they reserve capacity and fund work commenced on your engagement.
• Work performed. Fees for work already performed, and for milestones delivered or in progress, are non-refundable, whether billed on a fixed-scope, milestone or time-and-materials basis.
• Cancellation by you. If you cancel an engagement before completion, you remain responsible for all fees for work performed up to the effective date of cancellation, plus any non-cancellable third-party costs and committed resources.
• Acceptance. Where a SOW sets acceptance criteria, deliverables are deemed accepted per those criteria; a request for revisions within the agreed scope is not a basis for a refund of amounts already earned.
• Delays caused by you. Fees are not refundable for delays or non-delivery caused by your failure to provide access, approvals, materials or timely feedback.

Setup, onboarding & one-time fees

One-time fees — including setup, onboarding, implementation, configuration, data migration, integration and training fees — are non-refundable once the corresponding work has commenced, because they cover effort that is delivered up front and cannot be reversed. Where such a fee has been paid but no related work has yet begun, you may contact us to discuss cancellation before work starts.

Third-party & pass-through costs

Some Offerings rely on third-party platforms and providers, and certain charges are passed through to you or incurred on your behalf. These pass-through costs are non-refundable once incurred, as they are billed to us (or to you) by the relevant third party and are outside our control. Examples include:

• messaging-platform fees, such as Meta / WhatsApp Business Platform conversation or template charges;
• AI model and API usage costs, including token or request charges from model providers;
• payment-gateway, bank or transaction fees;
• domain, hosting, third-party software, and licence or subscription costs procured for your engagement.

Where you connect your own third-party account or provider API key, you are billed directly by that provider and any refund is a matter between you and that provider, governed by its terms.

When you are eligible for a refund

Notwithstanding the general principle above, we will review and, where appropriate, provide a refund in the following limited situations:

• Duplicate or erroneous charge. You were charged more than once for the same Subscription or invoice, or charged in error due to a technical or processing fault.
• Verified billing error. You were charged an incorrect amount, or charged after a valid and timely cancellation took effect.
• Non-delivery of a paid service. We charged you for a paid Product or Service that we failed to make available or deliver, and we are unable to remedy the issue within a reasonable time after you notify us.
• Required by law. A refund is required under applicable consumer-protection or other law.

Approved refunds are limited to the amount actually paid for the affected Offering and, other than in the case of our error or where required by law, exclude non-refundable pass-through costs already incurred. Refunds are granted at our reasonable discretion except where the law requires otherwise, and are not an admission of liability.

Non-refundable items

For clarity, and except where Section 12 applies or a refund is required by law, the following are non-refundable:

• Subscription fees for a billing term that has already begun, including unused time after cancellation;
• usage-based, metered or consumption charges already incurred;
• advances, deposits and fees for Services work already performed or in progress;
• setup, onboarding, implementation, migration and training fees where work has commenced;
• third-party and pass-through costs already incurred;
• discounts, promotional credits and amounts waived, which have no cash value; and
• taxes, where non-refundable under applicable law.

How to request a refund

To request a refund, email support@discoverdrift.com from the email associated with your account, ideally within seven (7) days of the charge, and include:

• your account, workspace or organisation name;
• the invoice number, transaction/payment reference and date;
• the Product, plan or Service the request relates to; and
• the reason for the request and any supporting details.

We aim to acknowledge refund requests within a reasonable time and to review and respond, typically within seven (7) business days of receiving the information needed to assess the request. We may ask for additional information to verify the charge and the account.

Refund method & processing time

Approved refunds are made in Indian Rupees to the original payment method used for the transaction, unless that method is unavailable, in which case we will agree an alternative with you. We are not responsible for any currency-conversion differences, or for fees charged by your bank, card issuer or payment provider.

Once approved, we will initiate the refund promptly. The time for the amount to appear in your account depends on your payment provider and bank and is outside our control; it typically takes 5–10 business days after we initiate it. Any applicable taxes (such as GST) are handled in accordance with law.

Chargebacks & payment disputes

If you believe a charge is incorrect, please contact us first so we can investigate and resolve it — this is usually the fastest way to fix a genuine error. Initiating a chargeback or payment dispute without first contacting us may result in suspension of your account and Offerings while the matter is resolved.

We reserve the right to contest chargebacks that we believe are unwarranted, including by providing your account, usage and transaction records to the payment provider as evidence. Amounts found to be validly due remain payable.

Your statutory rights

Nothing in this Policy excludes, restricts or modifies any right or remedy you may have under applicable law that cannot be excluded or limited, including under the Consumer Protection Act, 2019 (India) and rules made under it. Where a mandatory legal right entitles you to a refund, that right applies notwithstanding anything to the contrary in this Policy.

Changes to this policy

We may revise this Policy from time to time. When we make changes, we will update the “Last updated” date above and, where the changes are material, take reasonable steps to notify you, such as by posting a notice on the Website or contacting you. Changes take effect when posted unless stated otherwise and apply to charges made after they take effect. Your continued use of the Offerings after the changes take effect constitutes your acceptance of the revised Policy.

Contact & grievance officer

For any question, request or complaint regarding billing, refunds or cancellations, please contact our billing team at support@discoverdrift.com. If your concern is not resolved to your satisfaction, you may escalate it to our Grievance Officer, in accordance with applicable Indian law, including the Information Technology Act, 2000 and the consumer-protection framework.

By purchasing or using our paid Offerings, you acknowledge that you have read, understood and agree to this Refund & Cancellation Policy.