Refund Policy

1. SaaS Subscription Cancellations & Refunds

Kinexa operates on a business-to-business (B2B) Software-as-a-Service (SaaS) model.

• Monthly Billing: Monthly subscription fees are non-refundable. You may cancel your subscription at any time to prevent future billing, but we do not provide prorated refunds for the remainder of an active monthly billing cycle.
• Annual Billing: If you cancel an annual subscription plan within the first 30 days of activation, you are eligible for a prorated refund for the unused 11 months. Cancellations made after the first 30 days are non-refundable, and your service will remain active until the end of the annual billing cycle.
• Onboarding & Setup Fees: Any one-time implementation, custom API integration, or onboarding fees are strictly non-refundable once the deployment process has commenced.

2. FASTag & Corporate Wallet Balances

Kinexa facilitates toll management and eChallan payments by integrating with third-party banking partners, the National Payments Corporation of India (NPCI), and government RTO portals.

• Wallet Recharges: Funds deposited into your Kinexa Corporate Wallet or FASTag master wallet are held by our banking partners. These funds are solely for operational use (tolls and fines).
• Unused Balance Refunds: If you close your Kinexa account, any unutilized funds in your corporate wallet will be refunded to the original source account within 14 to 21 business days, subject to the processing timelines of the respective banking partner.
• Disputed Tolls & eChallans: Kinexa provides the tools to dispute incorrect FASTag deductions or eChallans. However, we do not directly refund these amounts. Successful disputes are credited back to your wallet by the NPCI or the respective state traffic authority based on their independent investigation timelines.

3. Hardware Returns & Replacements

While Kinexa champions a Bring Your Own Device (BYOD) ecosystem, fleets may occasionally purchase Kinexa-certified hardware (e.g., AI Dashcams, AIS-140 trackers, or sensors) directly from us.

• Defective Hardware: Hardware defects reported within 14 days of delivery are eligible for a free replacement. You must return the defective unit in its original packaging.
• Warranty Replacements: Post 14 days, hardware is covered under the manufacturer's standard warranty (typically 12 months). We will repair or replace the unit according to the OEM warranty terms.
• Return Shipping: The cost of return shipping for defective hardware within the 14-day window is covered by Kinexa. For warranty claims outside this window, the fleet operator is responsible for return shipping costs.
• Non-Defective Returns: We do not accept returns or provide refunds for functional hardware simply due to a change of mind or business closure.

4. Service Downtime (SLA)

Kinexa guarantees a 99.9% uptime for our core software dashboard. In the rare event of a severe outage that breaches our Service Level Agreement (SLA) as defined in your enterprise contract, compensation will be provided in the form of service credits applied to your next billing cycle. We do not issue direct cash refunds for SLA breaches.

5. How to Request a Refund or Cancellation

To initiate a cancellation, hardware return, or wallet refund, your designated account administrator must submit a formal request.

• Process: Submit your request detailing the account ID, vehicle details (if applicable), and reason for the request.
• Processing Time: Approved subscription and hardware refunds are typically processed within 7 to 10 business days.

Contact Us

For all billing and refund inquiries, please contact our finance team at:

• Email: hello@kinexaiot.com
• Address: Plot No. 4, Minarch Tower, Sector-44, Gurugram, Haryana 122003, India