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Legal

Refund & Cancellation Policy

Update tawh: 19 June 2026

Refunds, cancellations, and payment reversals for the BillBasket POS App

1. Introduction

This Refund & Cancellation Policy ("Policy") explains the terms governing refunds, cancellations, subscription termination, payment reversals, and related matters for the BillBasket POS App and related services provided by BillBasket Solutions LLP ("BillBasket", "Company", "we", "our", or "us").

This Policy forms part of BillBasket's legal framework and should be read together with our Privacy Policy, Payment & Billing Policy, Terms of Service, and (for enterprise customers) the Enterprise Service Agreement. By purchasing, activating, subscribing to, renewing, or using any Service, you agree to this Policy.

2. Scope

This Policy applies to all BillBasket offerings, including Desktop Software, Cloud Services, Mobile Applications, annual and multi-year subscriptions, enterprise licences, upgrades, add-on modules, and future products. It applies whether purchases are made directly from BillBasket or through an authorised reseller, distributor, or approved payment channel, unless a separate written agreement provides otherwise.

3. Cancellation of Orders

You may request cancellation of an order before the purchased Service has been activated, delivered, or provisioned. Once software has been activated, a licence has been issued, or subscription services have commenced, cancellation requests are reviewed in accordance with this Policy and applicable law.

We may cancel any order prior to activation where: payment cannot be verified; fraudulent activity is suspected; pricing errors are identified; incorrect product selection is discovered before activation; legal or regulatory requirements prevent completion; or circumstances beyond our reasonable control prevent fulfilment.

4. Subscription Cancellation

You may choose not to renew your subscription at any time. Cancellation of a future renewal prevents renewal after the current period expires. Cancellation does not automatically result in a refund, an extension of validity, a transfer of benefits, or reimbursement for any unused portion of the subscription, unless required by applicable law or expressly approved by BillBasket. You may continue using eligible Services until the already-paid subscription period expires.

5. Refund Eligibility

Refund requests may be considered on a case-by-case basis after reasonable verification. Refunds may be approved in situations including:

  • Duplicate payments;
  • Accidental multiple transactions;
  • Verified billing errors caused by BillBasket;
  • Payment collected without successful licence activation due solely to a BillBasket technical issue;
  • Unauthorised transactions verified after investigation;
  • Orders cancelled by BillBasket before activation;
  • Any other circumstances where BillBasket determines a refund is appropriate.

Approval of any refund remains at BillBasket's reasonable discretion, subject to applicable law.

6. Non-Refundable Purchases

Unless otherwise required by applicable law, refunds will generally not be available where:

  • Software has been successfully activated and delivered;
  • Subscription services have commenced and are functioning as intended;
  • You change your business requirements after purchase;
  • You purchased an incorrect plan despite accurate product information being available;
  • Issues arise due to your hardware, operating system, internet connection, antivirus, or third-party applications;
  • Promotional or discounted licences were identified as non-refundable at the time of purchase;
  • You violate BillBasket's Terms of Service, Acceptable Use Policy, or licence terms.

Nothing in this section limits any statutory consumer rights available under applicable law.

7. Duplicate Payments

Where you have accidentally made multiple payments for the same purchase, we will review the transaction after receiving reasonable proof of payment. Upon successful verification, we may refund the excess amount, adjust it against future renewals, or issue account credit where mutually agreed.

8. Failed or Pending Transactions

Where payment has been initiated but the transaction remains pending or fails: you should first verify the payment status with your bank or payment provider; if payment has been debited but the order has not been processed, we will investigate upon receipt of relevant payment details; and where payment is confirmed but the Service has not been activated due to a BillBasket system issue, appropriate corrective action will be taken.

9. Refund Process

To request a refund, contact BillBasket Support with: your name; registered email; mobile number; invoice number (if available); transaction reference number; date of payment; reason for the request; and supporting documents where applicable. Incomplete requests may require additional verification before processing.

10. Refund Timeline

Where a refund request is approved: we will initiate the refund within a reasonable period after approval; refunds will generally be processed through the original payment method where reasonably practicable; and actual credit timelines depend on banks, payment gateways, card issuers, UPI providers, or other financial institutions. We are not responsible for delays caused by third-party financial institutions. Approval of a refund is not an admission of liability.

11. Chargebacks

You are encouraged to contact BillBasket before initiating a chargeback with your bank or payment provider. Where a chargeback is initiated: we may temporarily suspend the associated Services while the dispute is investigated; you may be requested to provide supporting documentation; and we reserve the right to contest fraudulent or invalid chargebacks through the applicable financial institution. Nothing here limits your rights under applicable consumer-protection laws.

12. Enterprise Customers

For Enterprise Customers, refund and cancellation terms may be governed by the separately executed Enterprise Service Agreement and applicable Order Form, which prevail over this Policy to the extent of any express conflict for the relevant enterprise transaction.

13. Policy Changes

We may modify this Policy from time to time to reflect changes in applicable law, payment systems, products, or business practices. Updated versions become effective upon publication on BillBasket's official website unless otherwise required by law.

14. Governing Law and Jurisdiction

This Policy is governed by the laws of the Republic of India. Subject to applicable law, the competent courts located in Pune, Maharashtra, India shall have jurisdiction.

India. Refund and cancellation practices are applied consistent with the Consumer Protection Act, 2019 and applicable e-commerce rules. Nothing in this Policy limits your non-excludable consumer rights.

Nepal. Refund and cancellation practices are applied consistent with the Consumer Protection Act, 2018 and other applicable Nepali law. Nothing in this Policy limits your non-excludable consumer rights.

Bangladesh. Refund and cancellation practices are applied consistent with the Consumer Rights Protection Act, 2009 and other applicable Bangladeshi law. Nothing in this Policy limits your non-excludable consumer rights.

15. Contact Information

BillBasket Solutions LLP Registered Office: 101, Shree Apartment, Ubalenagar, Wagholi, Pune – 412207, Maharashtra, India