Refund and Cancellation Policy

1.1 Purpose

This Refund and Cancellation Policy ("Policy") establishes the terms and conditions under which Cinbook (`$Cinbook,` "we," "us," or "our") processes refund requests and accepts cancellations for the various paid services offered through its platform. This Policy is intended to provide transparency, set clear expectations, and protect the interests of bothCinbook and its Users.

1.2 Scope

This Policy applies to all payments made for Cinbook's paid offerings, including but not limited to:

• Business Services, which involve compliance and incorporation assistance delivered exclusively throughCinbook's network of authorized partners, such as Chartered Accountants (CAs) and Company Secretaries (CSs);
• Public Document Services, encompassing automated downloads and extraction of MCA V2 and V3 portal documents, financial statements, LLP filings, GST filings, compliance tables, and related data, sold primarily on a per-company basis.

1.3 Legal Binding

By purchasing any paid Service from Cinbook, you ("User") agree to comply with this Policy. All refund and cancellation requests shall be governed exclusively by the terms set forth herein.

3.1 Services Covered

This Refund and Cancellation Policy applies exclusively to all paid services provided by Cinbook, including but not limited to:

• Business Services facilitated through Cinbook's authorized partners (such as Chartered Accountants and Company Secretaries);
• Public Document Services, encompassing automated downloads, extraction, and sales of MCA portal documents, GST filings, compliance tables, and related company data.

3.2 Payment Conditions

Full payment or agreed advance payment must be received byCinbook prior to the commencement or delivery of any paid Services unless otherwise expressly agreed in writing. Refunds and cancellations shall be processed only for Services that fall within this paid scope.

3.3 Exclusions

This Policy does not apply to free services, promotional offers, trials, or any unpaid access to Cinbook's platform or data unless expressly stated.

4.1 Non-Refundable Services

Given the nature of digital and data-driven services, the following are generally non-refundable once access or delivery has occurred:

• Public Document Services, including automated downloads and sales of MCA portal documents, financial statements, LLP filings, GST filings, compliance tables, and other related data, once documents have been downloaded or access granted;
• Business Services for which Cinbook's authorized partners have commenced engagement, including incorporation assistance, annual compliance services, and related professional services.

4.2 Refundable Services

Refunds may be considered under the following circumstances:

• Failure by Cinbook to deliver the purchased Services due toCinbook's fault despite reasonable remedial attempts;
• Duplicate or erroneous billing resulting in overpayment;
• Cancellation of Services by Cinbook prior to delivery or commencement;
• Any other cases expressly specified by Cinbook in writing.

4.3 Conditions for Refund

Refund eligibility is subject to:

• The User submitting a written refund request within seven (7) calendar days from the date of payment or service delivery, whichever is earlier;
• Verification by Cinbook of the claim, including review of usage data, service logs, and communications;
• The User's compliance with all Terms of Use and this Policy without breach;
• No prior history of fraudulent or abusive refund requests by the User.

4.4 Discretionary Nature

Cinbook reserves sole discretion to approve or deny refund requests based on the merits of each case and may, where appropriate, offer partial refunds or credits in lieu of full refunds.

5.1 User-Initiated Cancellation

You may request cancellation of your service order prior to delivery or commencement of the Services by providing written notice to Cinbook via designated contact channels. Cancellation requests received after the commencement of Services, including data delivery or partner engagement, may be subject to partial or no refund, as outlined in Section 4 of this Policy.

5.2 Cinbook-Initiated Cancellation

Cinbook reserves the right to cancel or suspend any service order at its sole discretion, including but not limited to cases of:

• Violation of these Terms or breach of payment obligations;
• Failure to provide accurate or complete information required for service delivery;
• Force majeure events or technical failures impacting service provision;
• Any other circumstances Cinbook deems necessary for legal or operational reasons.

5.3 Cancellation Notice and Effects

Upon cancellation by either party, Cinbook will notify the User in writing. Cancellation shall not relieve the User of any payment obligations for Services already performed or costs reasonably incurred. Cinbook will make reasonable efforts to cease Service delivery promptly following cancellation.

6.1 Request Procedure

To request a refund, Users must submit a written request toCinbook through the designated communication channels (e.g., email to helpdesk@cinbook.com) within seven (7) business days from the date of payment or service delivery, whichever is earlier. The request must include:

• User's full name and contact details;
• Details of the Service purchased;
• Payment transaction details;
• Reason for the refund request and supporting documentation, if applicable.

6.2 Acknowledgement and Verification

Cinbook shall acknowledge receipt of the refund request within seven (7) business days and begin a review process. Verification may include examination of service logs, data access records, payment confirmation, and any other relevant information.

6.3 Resolution and Processing

Upon completion of verification, Cinbook will communicate its decision within thirty (30) calendar days from the date of refund request receipt. Approved refunds will be processed promptly, generally within fifteen (15) calendar days from the approval date.

6.4 Mode of Refund

Refunds will be issued via the original payment method used by the User unless otherwise mutually agreed. Cinbook shall not be responsible for delays caused by financial institutions or payment processors.

6.5 Rejection of Refund Requests

Refund requests failing to meet eligibility criteria, submitted after the prescribed time, or lacking sufficient documentation may be rejected. Cinbook will notify the User in writing of any such rejection, with reasons.

7.1 No Refund for Data Already Delivered

Due to the intangible and non-returnable nature of digital data, once data access has been provided or downloads have occurred, no refunds shall be granted for such Services, including but not limited to public document downloads and compliance data.

7.2 Service Disruptions Due to Third Parties

Cinbook shall not be liable for delays, failures, or interruptions in service delivery caused by third-party entities, including but not limited to:

• Ministry of Corporate Affairs ("MCA") portals;
• Goods and Services Tax ("GST") portal or authorized GST Suvidha Providers;
• Authorized partner professionals facilitating business services;
• Payment gateways or financial institutions.

7.3 Force Majeure

Cinbook shall not be responsible for failure or delay in performing its obligations due to causes beyond its reasonable control, including but not limited to natural disasters, pandemics, acts of government, war, terrorism, strikes, labor disputes, or technical failures.

7.4 No Liability for User Actions

Cinbook disclaims liability for losses or damages arising from User misuse, unauthorized sharing of data, or failure to comply with applicable laws or these Terms.

8.1 Good Faith Negotiations

In the event of any dispute, controversy, or claim arising from or relating to refund or cancellation matters, the User and Cinbook shall first attempt to resolve the issue amicably through good faith negotiations within fourteen (14) calendar days of written notice of the dispute.

8.2 Escalation to Dispute Resolution Mechanism

If the dispute remains unresolved after the negotiation period, the parties may pursue resolution through the dispute resolution procedures outlined in Cinbook's Terms of Use, including but not limited to mediation or binding arbitration conducted in Mumbai, Maharashtra, India.

8.3 Finality of Resolution

Any arbitration award or settlement reached pursuant to the dispute resolution process shall be final, binding, and enforceable in accordance with applicable laws.

8.4 Continued Obligations

Pending resolution of any refund dispute, Cinbook reserves the right to withhold refunds or suspend related Services until the dispute is finally resolved.