Refund & Cancellation Policy

1.Introduction

1.1 Purpose

This Refund & Cancellation Policy ("Policy") sets out the terms under which FileSure India Private Limited ("Filesure", "we", "us" or "our") processes refunds and cancellations for the FileSure API and related services (the "Services"). It is intended to provide transparency and set clear expectations for both Filesure and its customers.

1.2 Scope

This Policy applies to all payments made for the Services, which operate on a prepaid wallet model: you top up a wallet balance in Indian Rupees (₹) and that balance is drawn down as you use billed API endpoints and Unlocks. It covers wallet recharges, per-call and per-Unlock charges, and applicable taxes (GST).

1.3 Legal Binding

By purchasing any paid Service or topping up your wallet, you agree to this Policy. All refund and cancellation requests are governed exclusively by the terms set out here and by our Terms of Service.

2.Definitions

• "Refund" — the return of funds to a customer for amounts that are eligible under this Policy.
• "Cancellation" — the closure of an account or the discontinuation of the Services by either the customer or Filesure.
• "Wallet" — the prepaid balance, in Indian Rupees, held against your account and drawn down as you use billed Services.
• "Consumed usage" — billed API calls and Unlocks that have returned a successful response and for which the corresponding charge has been deducted from your Wallet.
• "User" / "Customer" — any individual or entity that purchases or uses the paid Services.

3.Applicability

3.1 Services Covered

This Policy applies to all paid Services, including wallet recharges and the per-call and per-Unlock charges deducted from your Wallet for use of billed API endpoints.

3.2 Payment Conditions

The Services are prepaid: your Wallet must hold a sufficient balance before billed requests are served. Charges are deducted at the point of a successful response, to the paisa.

3.3 Exclusions

This Policy does not apply to free or sandbox (test-key) usage, promotional credits, or any unpaid access to the Services, unless expressly stated. Sandbox usage is never charged and therefore never refundable.

4.Refund Eligibility

4.1 Non-Refundable Charges

Given the nature of digital, data-driven services, the following are non-refundable:

• Consumed usage — charges for billed API calls and Unlocks that have returned a successful response are final and non-refundable once delivered. You acknowledge that company and director data is aggregated from MCA and other public sources, and Filesure does not guarantee its accuracy, completeness, or currency (see Section 7.1).
• Failed calls are never charged in the first place — a request that does not return a successful response does not draw down your Wallet, so no refund arises for it.

4.2 Refundable Amounts

Refunds may be considered in the following circumstances:

• a duplicate, erroneous, or unauthorized charge resulting in overpayment, including a wallet recharge processed in error or charged twice;
• amounts deducted due to a demonstrable fault, defect, or failure on Filesure's part, where the Service was not delivered despite reasonable remedial attempts;
• unused Wallet balance — on closure of your account, any remaining prepaid balance that has not been consumed may be refunded upon written request, at Filesure's reasonable discretion, net of any applicable transaction fees and non-recoverable taxes; and
• any other case expressly specified by Filesure in writing.

4.3 Conditions for Refund

Eligibility for a refund under Section 4.2 is subject to:

• the customer submitting a written request within seven (7) business days of the charge or payment in question (this window does not apply to unused-balance refunds requested on account closure);
• verification by Filesure, including review of usage data, request logs, and payment records;
• the customer's compliance with the Terms of Service and this Policy without breach; and
• no prior history of fraudulent or abusive refund requests.

4.4 Discretionary Nature

Filesure reserves sole discretion to approve or deny refund requests on the merits of each case and may, where appropriate, offer wallet credits in lieu of a refund to the original payment method.

4.5 Taxes on Refunds

Where a refund is approved, any GST component is refunded or adjusted in accordance with applicable tax law. GST already remitted to the authorities may be handled by way of a credit note rather than a cash refund, as required by law.

5.Cancellation

5.1 Customer-Initiated Cancellation

The Services are pay-as-you-go with no fixed-term commitment. You may stop using the Services or close your account at any time by written notice to Filesure through the designated contact channels. Closing your account stops further usage; treatment of any unused Wallet balance is governed by Section 4.2.

5.2 Filesure-Initiated Cancellation

Filesure may suspend or terminate your access at its sole discretion, including for: violation of the Terms of Service or this Policy; non-payment, chargebacks, or breach of payment obligations; failure to provide accurate information; security concerns; or force-majeure events. Where Filesure terminates an account other than for cause, any unused Wallet balance is handled in accordance with Section 4.2.

5.3 Notice and Effects

Upon cancellation by either party, access to billed Services ceases. Cancellation does not relieve the customer of payment obligations for usage already incurred. Filesure will make reasonable efforts to cease provision promptly following cancellation.

6.Refund Process

6.1 How to Request a Refund

To request a refund, email helpdesk@filesure.in within the applicable window in Section 4.3. Please include:

• your account email and organization name;
• details of the charge or recharge in question;
• the payment / transaction reference; and
• the reason for the request and any supporting information.

6.2 Acknowledgement and Verification

Filesure acknowledges receipt of a refund request within seven (7) business days and begins a review, which may include examination of request logs, usage records, and payment confirmation.

6.3 Resolution and Processing

Filesure communicates its decision within thirty (30) calendar days of receiving the request. Approved refunds are processed promptly, generally within fifteen (15) calendar days of approval.

6.4 Mode of Refund

Approved refunds are issued to the original payment method, or as a wallet credit where mutually agreed. Filesure is not responsible for delays caused by banks, payment processors, or financial institutions.

6.5 Rejection

Requests that fail eligibility criteria, are submitted after the prescribed window, or lack sufficient information may be rejected. Filesure will notify you in writing of any rejection, with reasons.

7.Limitations and Exceptions

7.1 No Refund for Data Already Delivered

Due to the intangible and non-returnable nature of digital data, once a billed call or Unlock has returned a successful response and the data has been delivered, no refund is granted for that charge, including for perceived inaccuracies in the underlying public-record data.

7.2 Third-Party Disruptions

Filesure is not liable for delays, failures, or interruptions caused by third parties, including the MCA portals, the GST portal or authorized GST Suvidha Providers, payment gateways, or financial institutions.

7.3 Force Majeure

Filesure is not responsible for any failure or delay in performing its obligations due to causes beyond its reasonable control, including natural disasters, pandemics, acts of government, war, terrorism, strikes, or technical failures.

7.4 No Liability for User Actions

Filesure disclaims liability for losses arising from a customer's misuse, unauthorized sharing of API keys or data, or failure to comply with applicable laws or the Terms of Service.

8.Dispute Resolution Regarding Refunds

In the event of any dispute relating to a refund or cancellation, the customer and Filesure shall first attempt to resolve the matter amicably through good-faith negotiation within fourteen (14) calendar days of written notice of the dispute. If unresolved, the dispute may be pursued through the dispute-resolution procedures in our Terms of Service, including mediation or binding arbitration in Mumbai, Maharashtra, India. Any award or settlement is final, binding, and enforceable under applicable law. Pending resolution, Filesure may withhold the disputed refund or suspend related Services.

9.Contact Information

For any query, concern, or request relating to refunds, cancellations, or this Policy, please contact: