Refund & Cancellation Policy

1. Nature of the Service

CtrlOne is a cloud-based and enterprise endpoint management, security, monitoring, and administration platform. Because our products consist of the following, they are considered digital goods and services. Access is generally provided immediately after successful payment. Accordingly, refund rights are limited.

• Digital software
• Cloud-based subscriptions
• Enterprise licenses
• Activation keys
• Downloadable software
• Digital configuration services
• Immediate account activation

2. General Refund Policy

Unless otherwise required under applicable law, all purchases are final. Once any of the following has occurred, the purchase becomes non-refundable:

• Account creation
• Subscription activation
• License generation
• Product Key generation
• Device registration
• API activation
• Admin Console activation
• Download availability
• Cloud service provisioning

3. Subscription Cancellation

Customers may cancel future renewals at any time. Cancellation prevents future billing only. Cancellation does not entitle the customer to:

Access continues until the current subscription period expires.

• Full refund
• Partial refund
• Unused subscription refund
• Unused seat refund
• Remaining term refund

4. Annual Plans

Annual subscriptions are billed in advance. If cancelled:

• Service remains active until expiry
• No prorated refund
• No balance refund
• No cash reimbursement

5. Multi-Year Plans

Two-year, three-year and enterprise contracts are prepaid commitments. Unless expressly approved by CtrlOne, these plans are:

• Non-cancellable
• Non-refundable
• Non-transferable

6. One-Time Licenses

LAN Edition, perpetual licenses, offline editions and perpetual enterprise licenses are non-refundable after license issuance, activation, or delivery, because the software license cannot be revoked after activation in many deployment scenarios.

7. Product Keys

Once any activation key, license key, serial number, activation code or enterprise key has been emailed, displayed, downloaded, shared, delivered, or activated, it cannot be cancelled or refunded.

8. Trial Versions

Customers are encouraged to evaluate CtrlOne using a demo, trial, evaluation version, or proof-of-concept deployment (where offered) before purchasing. Purchasing a subscription confirms that the customer has evaluated the product's suitability. No refund will be issued due to:

• Change of mind
• Feature expectations
• Compatibility assumptions
• Business decisions
• Internal approval delays

9. Refund Eligibility

Refunds may only be considered under the following circumstances. Approval remains solely at the Company's discretion after verification.

• Duplicate Payment — the same invoice was accidentally paid twice
• Incorrect Billing — a payment gateway charged an incorrect amount
• Unauthorized Transaction — a payment is proven to be fraudulent or unauthorized
• Company Error — CtrlOne mistakenly charged the customer more than agreed
• Service Cannot Be Provisioned — CtrlOne is unable to activate the purchased subscription due to an internal technical issue and cannot reasonably resolve it

10. Situations Not Eligible for Refund

Refunds will not be granted for:

• Change of mind
• Wrong plan selection
• Wrong purchase
• User misunderstanding
• Lack of product knowledge
• Failure to use the software
• Partial usage
• Unused subscription period
• Employee resignation
• Business closure
• Company restructuring
• Customer insolvency
• Internet connectivity issues
• Third-party software conflicts
• Unsupported operating systems
• Unsupported hardware
• Firewall restrictions
• Antivirus conflicts
• Device formatting
• License expiry
• Customer negligence
• Failure to read documentation
• Failure to attend onboarding
• Failure to configure policies correctly
• Administrative mistakes
• User deletion of data
• Account suspension for policy violations

11. Enterprise Contracts

Enterprise contracts signed separately may contain their own refund terms. Where such agreements exist, the signed agreement shall prevail over this Policy.

12. Cancellation by CtrlOne

We reserve the right to cancel orders before activation if:

If activation has not yet occurred, any collected payment may be refunded.

• Payment fails verification
• Fraud is suspected
• Sanctions apply
• Pricing errors occur
• Duplicate orders exist
• Legal restrictions apply
• Customer violates applicable laws

13. Chargebacks

Customers agree to contact CtrlOne before initiating a chargeback. Improper chargebacks may result in:

• Account suspension
• Service termination
• Permanent license revocation
• Legal recovery of outstanding amounts
• Recovery of payment gateway dispute fees

14. Taxes

GST and applicable taxes are charged according to Indian tax laws. Approved refunds (if any) shall include tax adjustments as required under applicable GST regulations.

15. Payment Gateway Charges

Where payment processors impose non-recoverable transaction fees, CtrlOne reserves the right to deduct such charges from any approved refund to the extent permitted by applicable law.

16. Refund Processing Time

If approved:

• Refunds are processed within 7–15 business days
• The amount is returned to the original payment method where feasible
• Banks or payment gateways may require additional processing time beyond our control

17. How to Request a Refund

Eligible refund requests must be submitted with the following. Supporting documentation may be requested.

• Customer Name
• Registered Email Address
• Company Name (if applicable)
• Invoice Number
• Order ID
• Transaction ID
• Payment Proof
• Detailed Reason for Request

18. Renewal Cancellation

Customers may disable automatic renewal before the next billing cycle. Failure to cancel before renewal authorizes the renewal charge. Renewed subscriptions are generally non-refundable once processed, except where required by law or due to verified billing errors.

19. Reseller Purchases

If the subscription was purchased through an Authorized Dealer, Reseller, Distributor, Channel Partner, or MSP Partner, the customer must first contact the selling partner. CtrlOne may coordinate with the reseller where necessary but is not responsible for independent refund commitments made by third parties.

20. Promotional Offers

Discounted, promotional, beta, educational, startup, non-profit, complimentary, trial conversion, or special campaign pricing is generally non-refundable unless explicitly stated otherwise.

21. Force Majeure

No refunds shall arise from interruptions caused by events beyond CtrlOne's reasonable control, including natural disasters, government actions, internet outages, cyberattacks, cloud provider failures, or other force majeure events.

22. Limitation of Liability

Under no circumstances shall CtrlOne be liable for:

Any approved refund shall not exceed the amount actually paid for the affected subscription or service.

• Indirect damages
• Consequential damages
• Business interruption
• Loss of profits
• Data loss
• Goodwill loss
• Procurement of substitute services

23. Governing Law

This Policy shall be governed by the laws of India, including, where applicable:

• Indian Contract Act, 1872
• Information Technology Act, 2000
• Digital Personal Data Protection Act, 2023
• Consumer Protection Act, 2019
• Applicable GST laws

24. Jurisdiction

All disputes arising under this Policy shall be subject to the exclusive jurisdiction of the competent courts located in Rajkot, Gujarat, India, unless otherwise required by applicable law.

25. Changes to This Policy

CtrlOne reserves the right to amend or update this Refund & Cancellation Policy at any time. The revised version will become effective immediately upon publication on the official website. Continued use of the Services after publication constitutes acceptance of the updated Policy.

Contact Us

For billing, cancellation, or refund-related enquiries, please contact CtrlOne through the official support channels published on https://ctrlone.online.

By purchasing, activating, renewing, or using CtrlOne Services, you acknowledge and agree to this Refund & Cancellation Policy.