Refund & Cancellation Policy

Subscription fees for both Individual CA and CA Firm plans are non-refundable once the billing cycle commences. This applies to both monthly and annual billing periods.

Upon cancellation: (a) your account retains full access to all paid features until the end of the current billing period; (b) automatic renewal is stopped; (c) no pro-rata refunds are issued for unused portions of the billing period; (d) your data is preserved for 90 days post-cancellation for reactivation purposes.

Annual plans cannot be converted to monthly plans mid-cycle. If you cancel an annual subscription: (a) no refund is issued for the remaining months; (b) full access continues until the annual period expires; (c) upon expiry, the account reverts to a free tier; (d) any unused premium features are preserved in read-only mode for 30 days post-expiry.

The Technology & Convenience Fee (currently 15% of the CA's professional fee, charged to the client) is non-refundable once the following conditions are met: (a) the Practitioner has accepted the booking; AND (b) the booking status transitions to "in_progress".

Prior to these conditions, if a booking is cancelled by either party, the full amount including the Technology Fee is refunded to the client.

The escrow dispute resolution process operates as follows:

1. Raise Dispute: Client raises a dispute via the booking detail page within 48 hours of service delivery notification.
2. Escrow Freeze: The escrowed funds are immediately frozen in the RazorpayX nodal account.
3. Evidence Collection: Both parties are invited to submit supporting evidence (documents, communications, screenshots) within 72 hours.
4. Admin Review: The Finucity dispute resolution team reviews all available evidence including platform logs, chat history, document exchange records, and delivery timestamps.
5. Decision (within 7 business days): One of the following outcomes is issued: (a) Full refund to client (pre-disbursement); (b) Partial refund to client; (c) Full release to Practitioner; (d) Mediated compromise.
6. Post-Disbursement Disputes: If funds have already been released to the Practitioner, the client must contact the Practitioner directly. Finucity can facilitate communication but cannot reverse completed payouts.

In the event of documented downtime that breaches the Company's 99.5% uptime SLA: (a) Service Level Credits (SLCs) are issued to affected accounts; (b) SLCs are calculated as a pro-rata credit based on the duration of the outage; (c) SLCs are applied as credits to future billing cycles and are not redeemable for cash; (d) SLCs expire after 90 days if unused; (e) SLCs are not transferable between accounts.

SLA Measurement Method: SLA uptime (99.5%) is measured as total monthly uptime across the core platform services (authentication, document upload, CA dashboard, booking system) over a calendar month. Scheduled maintenance windows of up to 4 hours per month, notified 48 hours in advance, are excluded from SLA calculation. Uptime data is tracked via third-party monitoring and is available at status.finucity.com (to be created).

The 30-day free trial: (a) requires no credit card or payment information; (b) provides full access to all premium features of the chosen plan tier; (c) automatically expires after 30 days with no charges; (d) does NOT auto-convert to a paid subscription — an explicit upgrade action is required; (e) is limited to one trial per ICAI membership number; (f) data created during the trial is preserved for 30 days post-expiry.

The Company may, at its sole discretion, issue refunds in exceptional circumstances including: (a) billing system errors that result in overcharges; (b) discontinuation of a paid feature with no equivalent replacement; (c) platform-wide outages exceeding 72 consecutive hours; (d) regulatory directives requiring refund issuance. Exceptional refunds are processed on a case-by-case basis and do not create a precedent for future refund requests.