Refund and Cancellation Policy

1. Seven-Day Refund Window

We want customers to be confident in what they run. We provide a 7-day refund evaluation window from the date of purchase under the specific technical conditions set out below. Our policy is governed by verifiable technical failure criteria. If you were charged but did not receive your download or onboarding, contact us; we will fix it or refund in full.

2. Clock-Pausing Rule

Your refund window never expires while waiting on us. If you contact our support desk regarding an issue, the 7-day refund clock is immediately paused for every hour or day that Sanocea owes you a reply or technical remediation. The clock resumes only after our technical support team provides an answer, patch, or guidance.

3. Self-Hosted Toolkit (₹500 One-Time License)

The Self-Hosted edition of the Sanocea M06 Website Monitoring Toolkit is delivered as downloadable source code and documentation.

• Eligibility: Full refund within 7 days only if the workflow does not work as described and support could not fix it.
• Diagnosis & Fix Window: The customer must send the error output or logs to hello@sanocea.com and allow 2 business days for engineering support to provide a fix.
• Licence Termination upon Refund: A refund ends the licence. The customer must delete all local copies and stop using the software immediately upon receipt of refund.
• Refund Limit & Abuse Prevention: Strictly one refund per customer. Sanocea reserves the right to refuse refund requests in cases of abuse, bad-faith claims, or fraudulent transactions.
• Payment Method: Refunds are issued to the original payment method through Razorpay. How long they take to appear depends on your bank.

4. Managed Hosting Plan (₹700 Onboarding, then ₹200/Month)

Managed hosting includes setup, continuous health checks, and ongoing alert routing.

• Setup commitment: Full refund of Rs 700 if checks are not running within 7 days of purchase. The 7 days pause while we are waiting for your website list or Telegram bot details.
• Refund vs Cancellation Scope: The “keep the code” promise applies strictly to cancelling after the refund period, not to a refund. If a refund of ₹700 is granted during the initial 7-day setup window, the licence terminates and hosted checks are stopped.
• Subsequent Months & Cancellation: Managed renewals are billed at ₹200/month via renewal payment links sent prior to each 30-day billing cycle. Cancel any time; there is no refund for a month already paid. You keep the code after the refund period.
• Unpaid Renewals: If a renewal is unpaid, checks pause after a 3-day grace period; you keep the code.
• Code Retention on Routine Cancellation: If you cancel managed hosting routinely after the refund evaluation period, you retain the full self-hosted codebase and documentation indefinitely under your perpetual licence.

5. Refund Request Process

To initiate a refund request, email hello@sanocea.com with your order ID, your diagnostic error output or logs, and a description of the issue. If you were charged but did not receive your download or onboarding, contact us; we will fix it or refund in full. All approved refunds are issued to the original payment method via Razorpay.