Money back
Refund & Cancellation Policy
What can be cancelled, what comes back, how it comes back and how long it takes — for every product and service JPRAXC sells.
This policy is issued by JPRAXC INFYNEX PRIVATE LIMITED (CIN: U62011UP2026PTC252552), “JPRAXC”, and forms part of the Terms of Service. It is written to the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Reserve Bank of India’s directions on payment aggregators and failed transactions, and the Central Goods and Services Tax Act, 2017. Where a written service agreement or a quotation states a different refund term for a particular order, that document applies to that order.
At a glance
- Cancel before delivery, get everything back. An order cancelled before the licence, plan, pack or service is activated or delivered is refunded in full. JPRAXC charges no cancellation fee.
- Seven days to change your mind. A new Cloud subscription, Business Email plan or hosting plan can be cancelled within seven days of activation for a full refund, less any metered items already consumed.
- Delivered digital items are final once activated or credited — an Offline licence key, an SMS pack, a storage block — unless JPRAXC cannot provide them or they are defective.
- Deficient service, refund of the unused term. If a product materially fails to work as described and JPRAXC cannot put it right within fifteen working days, the unused part of the term is refunded.
- Back to where it came from. Refunds go to the original payment method through the payment aggregator, within three working days of approval and no later than seven working days after a complete request. Your bank may take a further five to ten working days to post it.
- Duplicate or failed payments are refunded or reversed in full, without a request having to be argued.
Who this policy covers
It applies to everything bought from JPRAXC through this website, the JPRAXC Sales Portal, the JPX Partner app, a quotation or a renewal invoice: ERP licences (School ERP, Hospital ERP, Billing & GST ERP, Custom Business ERP) in the Cloud and Offline editions, renewals and capacity upgrades, storage blocks, SMS packs, Business Email plans and add-ons, the WhatsApp API integration charge, website design and hosting, and services such as migration, training, custom development and on-site work.
It applies whether the buyer is an organisation or an individual. Most JPRAXC customers are organisations buying for their operations; where a buyer is a consumer under the Consumer Protection Act, 2019, nothing here limits the rights that Act gives them (see Your rights).
Payments an organisation collects from its own students, patients or customers through its ERP are between that organisation and its payers, on the organisation’s own merchant account. Requests about those payments go to the organisation; JPRAXC does not hold that money and cannot refund it.
Cancelling before delivery
An order can be cancelled at any time before the item is delivered — that is, before the licence is activated, the plan or pack is credited, the integration is connected or the service work has begun. The full amount paid is refunded. JPRAXC does not charge a cancellation fee or deduct payment-gateway costs; rule 4(8) of the E-Commerce Rules forbids a cancellation charge the seller would not itself bear, and JPRAXC bears its own.
To cancel, reply to the order confirmation or write to sales@jpraxc.com quoting the order or invoice number. A cancellation received after activation is handled under the sections below.
The seven-day window on new subscriptions
A new Cloud ERP subscription, Business Email plan or website hosting plan — the first one an organisation buys for that product — may be cancelled for any reason within seven days of the date JPRAXC activates it. The subscription fee is refunded in full, less only separately priced and disclosed consumed usage or work already performed. SMS segments are metered usage; integration setup and on-site visits are separate services, not metered messages. This is JPRAXC’s voluntary commercial offer, not a universal statutory cooling-off period.
The window exists so that an organisation can put the product in front of its own staff before committing a year. It is not available a second time for the same product, and it does not apply to a renewal, an upgrade, or a licence bought through a quotation that states otherwise. Demo portals and the free evaluation JPRAXC offers before purchase remain available so that most organisations never need it.
On cancellation the hosted service is switched off and its records are deleted after the export period the Terms of Service describe. Ask for an export before you cancel if you entered live data.
Product by product
Statutory rights come first. Every exclusion below is subject to remedies for defects, deficiency, misdescription and other rights that applicable law does not allow us to exclude. A written order cannot remove those rights.
| What you bought | Before delivery | After delivery | Notes |
|---|---|---|---|
| Cloud ERP subscription (new) | Full refund | Full refund within 7 days of activation, less metered items consumed; thereafter the unused term only for a deficiency | Activation is the date the licence is issued and the hosted service is reachable. |
| Cloud ERP renewal or upgrade | Full refund until the renewed term or the added capacity begins | Not refundable once the renewed term has begun, except for a deficiency | A renewal paid early can be cancelled in full up to the day the new term starts. |
| Offline (desktop) ERP licence | Full refund | Not refundable for a change of mind after activation. Activation/installation failure on a supported computer unresolved within 7 working days qualifies for a refund; other material defects and statutory remedies remain covered | The licence and the install code are delivered digitally and are unique to the organisation. |
| Storage block | Full refund | Not refundable once credited to the licence | Refunded in full if JPRAXC withdraws the storage service before the block is used. |
| SMS pack | Full refund | Not refundable once credited; the unused balance is refunded if JPRAXC discontinues the SMS platform or cannot deliver through it | Billable submission/segment events, rejected messages, retries and reversals follow the disclosed pack and carrier schedule; non-delivery alone does not establish that a charge is valid. |
| Business Email plan or add-on | Full refund | Full refund within 7 days of activation for a new plan; add-ons and renewals not refundable once credited, except for a deficiency | Mailbox contents are exportable before the plan ends. |
| WhatsApp API integration charge | Full refund | Full refund if the organisation’s WhatsApp Business Account is not connected within 30 days for a reason on JPRAXC’s side; not refundable once the number is connected | Provider message/category charges follow Meta’s applicable tariff and refund rules. This does not exclude a remedy for JPRAXC’s own breach or misrepresentation. |
| Website design and hosting | Full refund | Full refund within 7 days of the hosting plan starting; the design fee is refunded until the design is delivered for review, and thereafter only the part not performed | Domain name registrations are paid to the registry and are not refundable. |
| Migration, training, custom development, on-site work | Full refund | The part not yet performed is refunded; work delivered and accepted is not | Third-party costs already incurred for a booked visit (travel, lodging) are deducted only where JPRAXC can show them; JPRAXC bears the same when it cancels. |
| Partner programme | No fee | No fee | There is no joining fee. Commissions, and any refund’s effect on a commission, follow the partner agreement. |
“Delivery” means activation of a licence or plan, crediting of a pack or block, connection of an integration, or the beginning of service work, whichever applies. Where a table row and a written agreement differ, the written agreement applies to that order.
When something is wrong
If a product or service materially fails to do what this website, the quotation or the order says it does — a deficiency in service within the meaning of section 2(11) of the Consumer Protection Act, 2019 — report it to support with the details. JPRAXC will investigate and, where the fault is JPRAXC’s, correct it. If it is not corrected within fifteen working days of a complete report, the organisation may end the affected subscription and JPRAXC refunds the fee for the unused part of its term, calculated by the day, together with any pack or block bought for that subscription and not used.
A problem caused solely by customer equipment, configuration or a separately chosen provider may fall outside JPRAXC’s warranty. JPRAXC still assists within the purchased support scope, and remains responsible for its own configuration, representations, subcontracting commitments and non-excludable duties. Loss, corruption or unavailability of data is governed by clause 8 of the Terms of Service.
Failed and duplicate payments
A duplicate charge, or a captured payment for an order not created, is refunded in full when confirmed, normally within seven working days of the report. Failed-transaction reversals are different from merchant-approved refunds. The RBI framework of 20 September 2019 sets payment-rail and failure-category-specific deadlines and compensation; T refers to the transaction’s calendar date. A temporary 2021 working-day relaxation is not a permanent rule. Ask the bank/provider which category applies; ₹100/day is not a universal entitlement for every refund delay. JPRAXC will supply its payment/order confirmation to help the reversal.
You retain applicable bank, card-network and statutory dispute rights; contacting JPRAXC first is not a prerequisite. If a refund and dispute are running together, share their references so the provider can prevent duplicate reimbursement without obstructing a lawful claim.
How to ask for a cancellation or refund
- Email support@jpraxc.com (or reply to the order or invoice email) with the organisation’s name, the invoice or order number, the payment reference, what you bought and why you are asking. A partner submits the request for its customer from the JPX Partner app, with the customer’s authority.
- JPRAXC acknowledges the request within 24 hours with a reference number, and may ask for verification that you are entitled to act for the organisation and for the bank account that paid.
- We give a written decision and, if approved, initiate the refund within seven working days of a complete request in total, and within three working days of approval, whichever deadline is earlier. We send the bank/provider reference. We ask only for necessary missing information and do not restart the clock for unnecessary documents.
- If a request is declined, the reply says why, quoting this policy, and how to escalate it to the Grievance Officer.
How and when money comes back
To the original payment method. A payment made online is refunded to the card, UPI ID, wallet or bank account it came from, through the payment aggregator that collected it as our default anti-fraud practice. Paragraph 10(f) of the RBI Payment Aggregators Directions, 2025 also permits another mode belonging to the same payer on the payer’s explicit instruction; an exception must be verified and supported by the provider. A payment made by bank transfer, cheque or in another way that cannot receive a gateway refund is refunded by bank transfer to an account in the name of the organisation or person that paid, after the account details are verified in writing. Refunds are not paid in cash, to a third party, or to a different person’s account.
Timelines. JPRAXC initiates an approved refund within three working days of approval — within seven working days of a complete request at most. Once initiated, the payment aggregator and the banks involved usually post it within five to ten working days; a card refund can take a full statement cycle to appear. The reference JPRAXC sends can be quoted to your bank.
Amount. The refund is the amount paid for the item, including the GST charged on it, less only the deductions this policy names (metered items consumed, the used part of a term, work already delivered, third-party costs already incurred). Payment-gateway fees are not deducted. Where a price was reduced by a discount, the refund is of the amount actually paid.
GST and invoices
Every refund is documented by a credit note issued against the original tax invoice under section 34 of the Central Goods and Services Tax Act, 2017, sent to the billing email on the order. The GST component of the refunded amount is returned to you with it. If your organisation has already claimed input tax credit on the original invoice, reverse it to the extent of the credit note in your next return. A credit note can carry a GST adjustment only within the section 34(2) reporting limit: 30 November following the relevant financial year or the date of furnishing the relevant annual return, whichever is earlier, subject to the other statutory conditions; a refund approved after that date is still paid in full, but is documented as a financial credit note.
What is not refunded
- The part of a subscription term already used, except where this policy or the law provides otherwise.
- Metered items already consumed: billable SMS segments, provider-charged WhatsApp messages and disclosed storage usage. Separately priced, accepted setup work or completed service visits are treated as work performed, not message usage.
- Charges by third parties: applicable Meta message/category charges, domain registrations, a payment aggregator’s own fees to the organisation, a telecom operator’s DLT charges.
- A licence, plan or pack bought under a written agreement that states its own refund terms, beyond what that agreement provides.
- An amount claimed after the organisation has breached the Terms of Service in a way that led to suspension or termination, beyond the unused term the terms require to be returned.
- Compensation for loss, corruption or unavailability of data, or for the cost of re-creating it. Hosted services run on third-party hosting infrastructure; JPRAXC’s remedy is to restore the most recent available backup, as clause 8 of the Terms of Service sets out. This does not affect a refund this policy gives for a deficiency JPRAXC does not correct, or a right the law does not allow to be excluded.
- Money an organisation collected from its own payers through its ERP; those refunds are the organisation’s to make on its own merchant account.
Your rights
Nothing in this policy limits a right you have under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Indian Contract Act, 1872 or any other applicable law. A consumer who is not satisfied with JPRAXC’s decision may raise a grievance with the Grievance Officer below, and beyond that may approach the District, State or National Consumer Disputes Redressal Commission, including online through e-Jagriti, or call the National Consumer Helpline on 1915. The escalation routes are listed on the Legal page.
JPRAXC does not use false urgency, hidden charges, pre-ticked add-ons, or a cancellation that is harder than the purchase; if you see anything on a JPRAXC site or portal that looks like a dark pattern under the CCPA Guidelines of 30 November 2023, tell the Grievance Officer and it will be reviewed.
JPRAXC may update this policy when its products or the law change; the date at the top identifies this revision, and the policy in force when an order was accepted applies to that order. Questions: support@jpraxc.com, +91 9792908836.
