This policy explains when and how refunds are processed for Sagacity Payroll subscriptions and services operated by Sagacity Solutions.
1. Free trial
New customers are offered a 14-day free trial of the HR Essentials plan. No payment is required during the trial. If you do not subscribe to a paid plan before the trial expires, your account is downgraded to read-only and deleted after 30 days (export your data first — see Terms §12).
2. Monthly subscriptions
- Monthly plans renew automatically on the same date each month. You can cancel any time through My Company → Subscriptions.
- Cancellation takes effect at the end of the current billing cycle. No pro-rated refund is issued for the partial month.
- If you cancel within 7 days of first payment and have not run any payroll cycles, you may request a full refund by emailing billing@sagacitypayroll.com.
3. Annual subscriptions
- Annual plans are billed up-front at a discounted rate.
- 30-day money-back guarantee: if you are not satisfied, email us within 30 days of first payment and we will issue a full refund (less any usage-based statutory filing fees paid to third parties on your behalf).
- After 30 days, cancellations take effect at the end of the annual term. We do not refund unused months.
4. Add-on modules & usage
Add-on modules (e.g. Biometric, WhatsApp) are billed monthly and can be cancelled any time in-app. Pro-rated refunds are not issued for mid-month cancellations of add-ons.
Usage-based charges (SMS, WhatsApp messages, bank file generation beyond plan limits) are non-refundable once consumed.
5. Service outages
If our uptime falls below 99.5% in a calendar month (excluding scheduled maintenance), you may request a service credit of up to 10% of that month's fees. Credits are applied to future invoices and are the exclusive remedy for uptime SLA breaches.
6. How to request a refund
- Email billing@sagacitypayroll.com with your company name, invoice number, and reason.
- We acknowledge within 2 working days and respond with a decision within 7 working days.
- Approved refunds are credited to the original payment method within 10 working days. UPI refunds typically arrive within 24 hours; bank transfers within 5–7 working days.
7. Non-refundable items
- Onboarding, training, and data-migration services (explicitly marked on the invoice)
- Customisation and integration work completed at your request
- Third-party fees paid on your behalf (e.g. EPFO challans, TRACES fees)
- Subscription fees for a plan after payroll has been run for more than 1 cycle in that billing period
8. GST & tax
All fees are exclusive of GST at the prevailing rate. Refunds are processed net of any tax credit note issued.
9. Contact
Billing team: billing@sagacitypayroll.com
Phone: +91 99705 41514 (Mon–Fri, 10am–6pm IST)