Refund policy

• Within 14 days of a purchase, you can ask for a refund of the tokens from that purchase you have not used.
• Tokens you have used are not refunded, but a description that fails to generate returns its token automatically.
• You can cancel a plan at any time; it stays active until the end of the period you paid for.
• Refunds go back to the original payment method through Razorpay, including the GST charged on the refunded amount.

If you ask within 14 days of buying a one-off token pack, we refund the unused tokens from that pack, in proportion to the price you paid. Because an organisation’s tokens share one balance, a refund can’t be more than the tokens left in it. After 14 days, token packs are not refundable except where the law requires it.

Your organisation’s owners, admins and billing members can cancel a plan at any time from Billing in AltOne, or by writing to us. Cancelling stops the next renewal; your plan, and the tokens it has credited, remain available until the end of the current period.

If you ask within 14 days of the start of a plan period (the first purchase or a renewal), we refund the unused tokens credited for that period, in proportion to the price you paid. We do not refund partly used periods after 14 days, and we do not refund for unused time on a plan.

• you were charged twice, or charged for a purchase that did not credit tokens;
• AltOne was unavailable for a long period because of a fault on our side and you could not use what you paid for;
• we close your account without a breach of our Terms on your side; in that case we refund unused tokens.

Email support@nexorityinfotech.com from the address on your account with the organisation name and the payment reference from your receipt (Settings → Tokens). Only an organisation owner or billing contact can ask for a refund.

We reply within 5 business days. Once a refund is approved, we remove the refunded tokens from the organisation’s balance and Razorpay returns the money to the original payment method, which usually takes 5–7 business days to appear depending on your bank.

A refund includes the GST charged on the refunded amount. We issue a credit note against the original invoice for every refund.