Refund & Cancellation Policy
Last Updated: 11 December 2025
This Refund & Cancellation Policy (“Policy”) applies to all products and services offered by Reprecom Solutions Pvt. Ltd. (“KePSLA”, “we”, “our”, “us”), including Review Intelligence, Feedback Management, Service Enhancement System (SES), KePSLA Pulse (WhatsApp CRM), Journey/Engage, Transform, dashboards, and all related AI modules (“Services”).
By subscribing to or using our Services, you agree to the terms outlined below.
1. General Policy
KePSLA is a subscription-based SaaS platform with ongoing infrastructure, processing, support, and AI usage costs.
Therefore, all fees paid to KePSLA are non-refundable, except in cases explicitly stated in this Policy.
2. Cancellation of Subscription
Clients may cancel their subscription by providing written notice through email to accounts@kepsla.com.
2.1 Monthly Subscriptions
Cancellation is effective from the next billing cycle.
No refunds are issued for the current active billing period.
2.2 Annual Subscriptions
Annual plans are billed upfront and non-refundable.
If cancelled mid-term, access continues until the end of the paid period.
2.3 Contract-Based Enterprise Subscriptions
Where the Client has signed a Master Services Agreement (MSA) or Annual Contract:
Minimum contract term applies as per agreement.
Early termination fees may apply where committed minimum volumes, SLAs, or pricing discounts are provided.
3. Refunds
Refunds are applicable only under the following scenarios:
3.1 Duplicate Payment
If a customer is charged twice for the same invoice:
KePSLA will process a full refund of the duplicate charge.
3.2 Critical Service Failure by KePSLA
A partial refund may be granted only if:
The Platform experiences continuous downtime exceeding 72 hours (excluding scheduled maintenance or third-party outages), and
The issue is solely attributable to KePSLA.
Refund amount will be pro-rated based on the impact and subscription value.
3.3 Non-Delivery of a Paid Add-On
If KePSLA fails to deliver a paid add-on (e.g., custom report, API enhancement) within the agreed timeline and does not provide a reasonable alternative, a refund may be issued for that add-on component only.
4. Non-Refundable Items
The following items are strictly non-refundable once invoiced or activated:
4.1 Onboarding & Setup Fees
Includes:
PMS/CRM/CRS integration
API setups
WhatsApp onboarding
Data ingestion/setup
Custom workflows
Account configuration & training sessions
These fees cover effort already invested and cannot be reversed.
4.2 WhatsApp Messaging Charges & Credits
For KePSLA Pulse:
WhatsApp template approvals
Conversation credits
BSP charges
Consumption-based usage fees
These are non-refundable as they are billed by third parties.
4.3 AI/Processing Usage
Any usage tied to:
Sentiment analysis
NLP processing
API calls
Review fetch jobs
Auto-reply generation
Ticketing AI workflows
…is not refundable, as compute resources are consumed in real time.
4.4 Custom Development Fees
All bespoke features, integrations, UI modifications, enhancements, or client-specific modules paid on a per-hour or project basis are non-refundable once work begins.
5. Upgrades, Downgrades & Plan Changes
5.1 Upgrades
Charges for upgrades (higher-tier plans or additional modules) apply immediately.
No refunds or credits for partial usage of previous plans.
5.2 Downgrades
Downgrades take effect from the next billing cycle.
No refunds for the current period.
6. No-Use or Partial Use of Services
KePSLA does not provide refunds or credits for:
Non-use of the Platform
Lower-than-expected adoption by the client’s internal teams
Unused messaging credits
Delayed integration initiation by the customer
Service availability does not depend on usage by the Client.
7. Suspension Due to Non-Payment
If KePSLA suspends or disables the Client’s account due to non-payment:
No refund or credit is provided for the suspended duration.
Services resume only after all dues are cleared.
8. Payment Disputes
Any payment-related concerns must be reported to accounts@kepsla.com within 7 days of the invoice date.
Issues raised after this period may not qualify for review.
9. Change of Business Ownership
If a hotel or group undergoes:
Ownership change
Management change
Brand/franchise transition
…our refund policies do not change.
The contract continues unless renegotiated.
10. Termination by KePSLA
KePSLA may terminate services due to:
Breach of Terms of Service
Abuse or misuse of the platform
Violation of WhatsApp API policies
Fraudulent activity
Non-payment
No refunds are provided for terminated accounts.
11. Governing Law
All refund and cancellation matters are governed by the laws of India, with jurisdiction under the courts of Bangalore, Karnataka