Refund & Cancellation Policy
Last Updated: April 18, 2026
This Refund and Cancellation Policy outlines the terms under which Tenqiva ("Company", "we", "us", or "our") processes refunds and cancellations for services and products purchased through our website tenqiva.com ("Website"). This policy is published in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Reserve Bank of India (RBI) guidelines for Payment Aggregators.
1. SaaS Products & Subscriptions
1.1 Free Trial
Where offered, free trials do not require payment information. At the end of the trial period, you may choose to subscribe or discontinue use. No charges are incurred during the trial period.
1.2 Cancellation of Subscription
You may cancel your subscription at any time by contacting us at billing@tenqiva.com or through your account dashboard. Upon cancellation:
- Your access to the paid features will continue until the end of the current billing cycle.
- No further charges will be applied after cancellation.
- We do not provide prorated refunds for partial billing periods unless specified otherwise below.
1.3 Refunds for Subscriptions
| Scenario | Refund Eligibility | Timeline |
|---|
| Cancellation within 7 days of first payment (new subscribers only) | Full refund | 5–7 business days |
| Cancellation after 7 days of first payment | No refund; access continues until end of billing cycle | N/A |
| Service downtime exceeding 48 continuous hours (confirmed by us) | Prorated credit or refund for the affected period | 7–10 business days |
| Duplicate payment or overcharge | Full refund of excess amount | 5–7 business days |
| Auto-renewal charge (if cancellation was requested before renewal date) | Full refund | 5–7 business days |
2. Consulting Services
2.1 Cancellation
Consulting engagements are governed by a Statement of Work (SOW) or service agreement. Cancellation terms are as follows:
- Before project commencement: Full refund of any advance payment, minus a 10% administrative fee, processed within 7–10 business days.
- After project commencement: Refund will be calculated based on the work completed and deliverables provided. A detailed breakdown will be shared within 5 business days of the cancellation request.
- After delivery of final deliverables: No refund is applicable once final deliverables have been accepted or deemed accepted (30 days after delivery without written objection).
2.2 Refunds for Consulting
| Scenario | Refund Eligibility | Timeline |
|---|
| Cancellation before work begins | 90% of advance payment | 7–10 business days |
| Cancellation during project | Proportional refund for undelivered work | 10–15 business days |
| Deliverables not meeting agreed specifications (documented in SOW) | Re-work at no additional cost, or proportional refund | 15 business days after dispute resolution |
| Duplicate payment | Full refund of excess amount | 5–7 business days |
3. One-Time Product Purchases
For one-time purchases (e.g., Power BI templates, digital products):
- Before download/access: Full refund within 5–7 business days.
- After download/access: No refund, as digital products cannot be returned. If the product is defective or substantially different from the description, a replacement or refund will be provided within 7–10 business days.
4. How to Request a Refund
To request a refund or cancellation, please contact us through any of the following channels:
Your request must include:
- Your full name and registered email address.
- Order/Transaction ID or Invoice Number.
- Reason for cancellation or refund request.
- Supporting documentation (if applicable).
5. Refund Processing
All approved refunds will be processed as follows:
- Mode of Refund: Refunds will be credited back to the original payment method used at the time of purchase (credit card, debit card, UPI, net banking, or wallet).
- Processing Time: Refunds are initiated within 5–7 business days of approval. The actual credit to your account may take an additional 5–10 business days depending on your bank or payment provider.
- Currency: All refunds are processed in Indian Rupees (INR).
- Confirmation: You will receive an email confirmation once the refund has been initiated, along with the estimated credit timeline.
6. Failed Transactions
If funds have been deducted from your account but the transaction has failed or the service was not activated:
- The amount will be automatically refunded to your account within 5–7 business days.
- If you do not receive the refund within 7 business days, please contact us at billing@tenqiva.com with the transaction reference number.
7. Non-Refundable Items
The following are not eligible for refunds:
- Services that have been fully delivered and accepted.
- Digital products that have been downloaded or accessed.
- Subscription fees for periods that have already elapsed.
- Customised or bespoke development work that has been completed as per agreed specifications.
- Third-party charges, taxes, or payment gateway fees (where applicable).
8. Dispute Resolution
If you are not satisfied with the outcome of a refund request, you may escalate the matter as follows:
- Step 1: Contact our Grievance Officer at grievance@tenqiva.com. We will review and respond within 15 business days.
- Step 2: If the matter remains unresolved, you may approach the appropriate Consumer Forum or Consumer Disputes Redressal Commission as per the Consumer Protection Act, 2019.
9. Changes to This Policy
We reserve the right to update this Refund and Cancellation Policy at any time. Changes will be effective upon posting on this page with a revised "Last Updated" date. Your continued use of our Services after changes constitutes acceptance of the revised policy.
10. Contact Us
For any questions about this policy, please contact us at:
- Email: billing@tenqiva.com
- Phone: +91-9398178943
- Address: 13-1-122, Plot No. 57, 2nd Floor motinagar, Sanathnagar I E, Balanagar, Hyd- 500018, TG