Refund Policy

Effective date: 2 July 2026 · Last updated: 2 July 2026

This policy applies to payments made for Ciboora subscriptions, deployment and related services. It should be read with the Cancellation Policy and Terms of Use.

1. Subscription fees

Monthly and annual subscription fees are generally non-refundable once the relevant billing period has started, because licensed access and service capacity are made available for that period. Cancelling a subscription stops future renewal but does not ordinarily create a prorated refund for unused days.

2. Deployment and professional-service fees

Deployment, configuration, training, data migration, integration, travel, hardware and custom-development charges are refundable only before the related work, procurement or third-party commitment begins. After work or procurement begins, these charges are non-refundable except where required by law or expressly agreed in writing.

3. Situations eligible for review

• Duplicate or excess payment for the same order.
• Payment debited but not recorded against the Ciboora order after reconciliation.
• Unauthorised payment reported promptly with supporting evidence.
• Ciboora account provisioning fails and is not resolved within a reasonable period after verified payment.
• A refund is required by applicable law or approved by Umami in writing.

4. Request procedure

Email billing@ciboora.com within 7 calendar days of the disputed charge. Include the organisation name, payer name, registered email, payment ID, amount, date and reason. We may request additional information to verify the claim.

5. Processing time

We normally review a complete request within 7 business days. Approved refunds are initiated to the original payment method only. Razorpay states that normal refunds are generally credited within 5–7 working days after initiation, but the final timing may depend on the bank, card network or payment method.

6. Chargebacks

Please contact us before initiating a chargeback so that we can investigate quickly. Fraudulent or abusive refund claims may lead to account restriction and recovery action.

7. Contact

Refund and payment questions: billing@ciboora.com.