Refund & Payment Policy

01 ERP Implementation Refunds

We Stand By Our Deployment Architecture. Educational Institutions Purchasing The Enterprise Infrastructure Have A Standard Evaluation Phase Defined In Their Contract. If Core Modules Completely Fail To Perform As Stated Technically, Institutions Can Pursue Cancellation Processing.

Refund Requests Must Be Submitted In Writing To contact@durgaaisolutions.in With A Detailed Description Of The Technical Failure. Durgaai Solutions Will Conduct A Good-Faith Investigation Before Processing Any Claim.

02 SaaS Subscription Payments

ISMS Core SaaS Subscriptions Are Billed On Annual Or Multi-Year Cycles As Agreed In The School Deployment Contract. The Following Payment Terms Apply:

• Annual Billing Cycle: Subscription Fees Are Billed Annually In Advance. Schools Receive A 14-Day Renewal Reminder Before Each Billing Date.
• Payment Methods: Bank Transfer (NEFT/RTGS), UPI, Or Razorpay Payment Gateway — As Specified In The School Contract Agreement.
• Late Payment Grace Period: A 30-Day Grace Period Applies For Renewal Payments. After 30 Days, API Rate Limits May Be Applied Until Payment Is Confirmed.
• GST & Taxes: All Pricing Is Exclusive Of Applicable GST (18%). An Official GST Invoice Is Issued For Every Payment Received From Registered Institutions.
• Price Lock Guarantee: Contracted Pricing Is Locked For The Duration Of The Signed Agreement — Mid-Contract Price Changes Are Not Applied Without Prior Written Consent.

03 Parent Mobile Fee Payments

The ISMS Parents App Strictly Acts As A Digital Bridge To Third-Party Secure Payment Gateways (Razorpay/Paytm). The Funds Bypass Durgaai Solutions Entirely, Settling Straight Into The School's Registered Bank Account Mappings.

• Failed Transaction (Debited, Not Credited): Provide The Payment Gateway Transaction ID To Your School Accounts Department — Gateway Settlements Typically Auto-Reverse Within 3—7 Business Days.
• Duplicate Payment: Duplicate Fee Payments Are Resolved By The School's Accounts Team Who Can Issue A Credit Note Or Apply The Excess Toward Future Dues.
• Wrong Amount Paid: Contact Your School Administrator With The Payment Confirmation Screenshot. They Can Manually Reconcile In The ERP Fee Management Module.
• Technical Error Payments: If A Technical Error In The ISMS App Caused The Payment Discrepancy, Please Report It To contact@durgaaisolutions.in For Investigation.

04 Technical Failure Credits

In The Event That An ISMS Service Outage Causes Measurable Disruption To School Operations Beyond Our SLA Threshold, Durgaai Solutions Provides Service Credits As Compensation:

Credits Are Only Issued For Outages Caused By Durgaai Solutions Infrastructure Failures — Not For Outages Due To Client-Side Network Issues, ISP Failures, Government-Ordered Internet Restrictions, Or Force Majeure Events.

05 Non-Refundable Items

The Following Services And Costs Are Non-Refundable Under Any Circumstances:

• Server Initialization & Provisioning Fees: One-Time Infrastructure Setup Costs Incurred At Contract Start — These Cover Dedicated Server Configuration And Can Never Be Reversed.
• Data Migration Services: Fees Paid For Bulk Student Data Import, Legacy System Migration, Or Custom Data Transformation Scripts.
• On-Site Training Sessions: Staff Training, Admin Onboarding, Or Classroom Demonstration Sessions Delivered In-Person Or Via Video Call.
• Custom Module Development: Any Feature Or Module Developed Specifically For A School's Unique Requirements Is Not Eligible For Refund Once Development Has Commenced.
• SSL Certificates & Domain Registration: Third-Party Costs For SSL Certificate Procurement Or Custom Domain Configuration Are Non-Refundable.
• Completed Support Hours: Billable Technical Support Hours Already Rendered Under Any Time-And-Materials Engagement Are Non-Refundable.

06 Cancellation Process

Schools Wishing To Cancel Their ISMS Subscription Should Follow The Steps Below To Ensure A Smooth Transition And Data Preservation:

• Step 1 — Written Notice: Submit A Cancellation Request Via Email To contact@durgaaisolutions.in With Subject Line "ISMS Cancellation Request — [School Name & Code]" — Minimum 30 Days Notice Required.
• Step 2 — Data Export Window: Upon Receipt Of Cancellation Notice, A 30-Day Data Export Window Is Immediately Opened. Admin Users Can Export Student Records, Fee History, And Academic Reports In CSV/PDF Format.
• Step 3 — Account Decommissioning: After The Export Window, All User Accounts, API Keys, And Active Sessions Are Permanently Disabled. Data Is Held On Our Servers For An Additional 14 Days Before Permanent Deletion Per DPDP Act.
• Step 4 — Final Invoice Clearance: Any Outstanding Invoices Must Be Settled Before Account Decommissioning Can Proceed. Credits For Unused Subscription Periods Are Applied Against Outstanding Dues First.

07 Dispute Resolution

In The Event Of A Payment Dispute Between A School And Durgaai Solutions, The Following Resolution Process Applies:

• Level 1 — Direct Resolution: Contact contact@durgaaisolutions.in With The Invoice Number, Payment Reference, And Dispute Description. We Will Acknowledge Within 48 Hours And Provide A Resolution Proposal Within 7 Business Days.
• Level 2 — Senior Review: If Level 1 Resolution Is Not Satisfactory, The Case Is Escalated To Senior Management For A Formal Review. Written Decision Provided Within 14 Business Days.
• Level 3 — Legal Arbitration: Unresolved Disputes Beyond Level 2 Are Subject To Binding Arbitration Under The Arbitration And Conciliation Act 1996 (India), With Both Parties Bearing Their Own Arbitration Costs Unless The Arbitrator Orders Otherwise.