This Refund and Cancellation Policy outlines the terms under which educational institutions and users may request refunds or cancel subscriptions to myCloudMate services.
Refund Policy
This document is fully compliant with Indian data protection laws and regulations
✓ DPDP Act 2023 Compliant✓ Consumer Protection Act 2019✓ Made in India
Refund Policy
Official Legal Document • Public Access
Last Updated: 28 Aug 2025
Refund and Cancellation Policy
myCloudMate - Institute Management Platform
Last Updated: July 22, 2025
1. Overview
2. Subscription Types and Refund Eligibility
Different subscription types have varying refund policies.
2.1 Institution Subscriptions
- •Annual Plans: Non-refundable after 15 days
- •Semester Plans: Non-refundable after 7 days
- •Monthly Plans: Pro-rated refunds available
2.2 Additional Services
- •Training Services: 50% refund if cancelled 48 hours before
- •Customization Services: Non-refundable once work begins
- •Data Migration: Refundable if not started
3. Refund Conditions
Specific conditions for refund eligibility.
3.1 Eligible for Refund
- •Service not provided as described
- •Technical issues preventing service use (beyond SLA)
- •Duplicate payments
- •Regulatory institution closure
3.2 Not Eligible for Refund
- •Change of mind after cooling-off period
- •Partial month/semester usage
- •User violations leading to termination
- •Force majeure events
4. Refund Process
Step-by-step refund request process.
4.1 Request Submission
- •1. Submit request via support@mycloudmate.com
- •2. Include: Invoice number, reason, supporting documents
- •3. Request within 15 days of issue
4.2 Review Timeline
- •Acknowledgment: Within 48 hours
- •Investigation: 5-7 business days
- •Decision communication: Within 10 business days
4.3 Refund Processing
- •Approved refunds: 15-20 business days
- •Original payment method used
- •Partial refunds calculated pro-rata
5. Cancellation Policy
Terms and procedures for service cancellation.
5.1 Institution Initiated
- •30-day notice required
- •Access continues until period end
- •Data export available for 90 days
5.2 User Initiated
- •Institutions manage user access
- •No individual user refunds
- •Account deletion per data retention policy
5.3 Service Provider Initiated
- •We may cancel for:
- •Payment default (60+ days)
- •Terms of Service violations
- •Security threats
- •Legal requirements
6. SLA-Based Refunds
Refunds based on service level agreement breaches.
6.1 Uptime Credits
- •95.0% - 99.5%: No credit
- •90.0% - 95.0%: 5% credit
- •80.0% - 90.0%: 10% credit
- •70.0% - 80.0%: 25% credit
- •60.0% - 70.0%: 35% credit
- •Below 60.0%: 50% credit
6.2 Credit Application
- •Applied to next billing cycle
- •Cash refund option for cancelled accounts
- •Calculated monthly
7. Special Circumstances
Special refund conditions for specific scenarios.
7.1 Educational Institution Closure
- •Full refund for unused period
- •Extended data access (6 months)
- •Migration assistance
7.2 Government Orders
- •Compliance with regulatory refund mandates
- •Force majeure provisions apply
7.3 Student Fee Refunds
- •Managed by institutions
- •Platform provides transaction records
- •Not responsible for institution refund policies
8. Dispute Resolution
Procedures for resolving refund disputes.
8.1 Internal Review
- •Escalation to senior management
- •Re-review within 7 days
- •Final decision communication
8.2 Consumer Forum
- •Right to approach consumer courts
- •Cooperation with investigations
- •Compliance with orders
9. Documentation Requirements
- •For refund requests, provide:
- •Proof of payment
- •Service failure evidence
- •Communication records
- •Impact assessment
10. Limitations
- •No refunds for free trial periods
- •Custom development non-refundable
- •Third-party service fees excluded
- •Currency fluctuation not covered
11. Contact Information
For refund-related inquiries, please contact us through the appropriate channels below:
Support Contacts
- •Refund Requests: support@mycloudmate.com
- •Customer Support: support@mycloudmate.com
- •Escalation: admin@mycloudmate.com
- •Processing Hours: Monday-Friday, 9 AM - 6 PM IST
Document Information
- •Last Updated: July 22, 2025
- •Version: 1.0
Legal Document
Legally binding terms
Made in India
Compliant with Indian laws
Public Access
Freely accessible to all
Need Help or Have Questions?
Our legal and support teams are available to assist you with any questions about this document or our policies.
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For complaints and grievance resolution
admin@mycloudmate.com
Response within 2 business days
Legal Team
For legal queries and clarifications
admin@mycloudmate.com
Legal compliance queries
General Support
For general inquiries and support
support@mycloudmate.com
General help and assistance