Refund & Cancellation Policy

Effective Date: 24 September 2026 · Last Updated: 24 September 2026

1. Scope and applicability

This Refund & Cancellation Policy applies to all commercial transactions, software subscriptions, professional services, platform fees, and digital payments made to Helium Enterprises Private Limited (CIN: U46524GJ2025PTC162397), having its registered office at 2, Harbhole Complex, Near A. R. Bhatt College, Veraval Road, Una – 362560, Gujarat, India ("Helium Enterprises", "we", "us", "our").

By subscribing to HeliumMDM, contracting our custom software engineering services, paying invoices, or transacting on our digital platforms (including ehelium.in), you acknowledge that you have read, understood, and agreed to this policy alongside our Terms of Use and Privacy Policy.

2. HeliumMDM & SaaS subscription cancellations

HeliumMDM enterprise software is offered on monthly or annual subscription terms as specified in your Master Services Agreement (MSA) or order confirmation:

• Cancellation Notice: Customers may cancel automatic renewal of their subscription at any time prior to the next scheduled billing date by submitting written notice to info@ehelium.in or through their administrative portal.
• Access to Service: Upon receiving a cancellation request, your subscription remains fully operational until the end of the current pre-paid billing cycle. We do not retroactively terminate active operational licenses mid-cycle.
• Evaluation & Trial Periods: If Helium Enterprises provides a formal pilot or trial period under contract, customers may cancel before the conclusion of the trial period with zero subsequent charge.
• Data Export & Retention: Following subscription termination, customers are provided a 30-day grace period to export device configurations, audit logs, and operational telemetry before data is purged from our production clusters according to our data security policies.

3. Custom engineering services & milestone contracts

For bespoke software engineering, mobile application development, WhatsApp API engines, cloud infrastructure, or fintech integration contracts:

• Milestone-Based Billing: Projects are structured around agreed Statements of Work (SOW) with defined deliverables and milestone acceptance stages.
• Milestone Acceptance Period: Clients have 7 (seven) business days upon milestone delivery to inspect, test, and provide written feedback. If deliverables satisfy the technical specifications, the milestone invoice is approved.
• Termination for Convenience: Either party may terminate a custom engineering engagement in accordance with the notice provisions of their bilateral contract. In the event of early termination, the client is invoiced solely for verifiable work completed up to the date of notice. Any unutilized advance deposits for uninitiated milestones will be refunded within 5–7 working days.
• Non-Refundable Work: Fees paid for completed, accepted, and delivered code, deployed infrastructure, or approved development phases are non-refundable.

4. UPI & real-time digital payments

In accordance with National Payments Corporation of India (NPCI) and banking protocols:

• Irreversibility of Real-Time Debits: Unified Payments Interface (UPI) transactions are instant and settlement occurs in real time. Once authorized by the payer's banking application with their secure UPI PIN, transactions cannot be stopped or cancelled in-flight.
• Incorrect Virtual Payment Address (VPA): If a payer inputs an incorrect VPA, mobile number, or bank identifier, Helium Enterprises is not liable for misdirected funds transferred outside our official verified merchant VPAs.
• 30-Minute Reconciliation Window: If a UPI transaction reflects as "Pending" or funds are debited from your bank account without an instantaneous order/invoice confirmation, please allow a 30-minute cooling period for automated inter-bank reconciliation.
• Failed Transactions: If your bank account is debited but the payment aggregator reports the transaction as failed, the banking network automatically credits the amount back to your account within 24 to 48 banking hours. If the amount remains uncredited after this window, contact our billing desk with the bank UTR / reference number.

5. Credit/debit card & Net Banking transactions

For payments conducted via authorized Indian payment aggregators and gateways:

• Duplicate Debits: In the rare event of a duplicate charge due to a technical glitch, network timeout, or repeated submission, the duplicate transaction will be identified and reversed immediately upon notification, crediting back within 5–7 working days.
• Transaction Failures: Where funds are deducted from the customer's card/account but the transaction is not captured by our payment gateway, the acquiring bank holds the funds in suspense and will release them back to your card statement as per your issuing bank's settlement cycle.
• Dispute Resolution: If you suspect an unauthorized or disputed charge on your card statement bearing Helium Enterprises' descriptor, we urge you to report it directly to our billing desk before filing an external chargeback to ensure expedited resolution.

6. Refund processing timeline and method

Note: "Working days" exclude Sundays, second and fourth Saturdays, and statutory banking holidays in India. Depending on your issuing bank's internal processing procedures, the credited funds may reflect in your account statement shortly thereafter.

7. Deliverable verification, warranties & SLA remedies

We take pride in building enterprise-grade, dependable systems. Our deliverables carry formal quality and warranty commitments:

• 7-Day Deliverable Inspection: Software modules and integrations delivered to clients carry an initial 7-day inspection and verification window. If any functional variance against the agreed technical specifications is identified within this window, we will rectify it promptly without added billing.
• Warranty & Bug Remediation: Custom software deliverables include a standard warranty period (as agreed in the project contract, typically up to 1 year for enterprise projects) covering latent software defect remediation and security patches.
• Service Level Agreements (SLA): HeliumMDM cloud services target 99.9% core uptime. Where a customer experiences qualifying service downtime exceeding contractual thresholds, SLA remedies (such as service credits applied against future renewal invoices) will be issued in accordance with the MSA.

8. How to submit a cancellation or refund request

To initiate a cancellation or request a refund, please follow these simple steps:

1. Prepare Your Details:
   • Authorized Account Holder / Business Name
   • Invoice Number or Order Identification Reference
   • Transaction Reference ID / Bank UTR Number / Gateway Payment ID
   • Date and Exact Amount of Transaction
   • Detailed description of the reason for cancellation or refund
2. Submit Through Official Channels:

   Email the above details to info@ehelium.in with the subject line "Refund Request - [Your Invoice/Company Name]", or reach out to our WhatsApp support at +91 73595 20911.

3. Verification & Acknowledgment: Our finance team will review the transaction history and acknowledge receipt within 24 business hours. If additional documentation is required, we will inform you promptly.

9. Complaints and escalation matrix

We are committed to fair and timely resolution of any payment discrepancy or billing concern. Customers may escalate issues through our two-tier escalation framework: