Refund and Cancellation Policy

This policy explains how cancellations and refunds work for IdeaScore subscriptions, add-ons and IdeaScore AI credits bought from CMS Group ("IdeaScore", "we"). It is published at /legal/refunds and forms part of the Terms of Service. Capitalised terms have the meanings given there.

IdeaScore is a business service sold to organisations. Nothing in this policy limits any right a buyer has under law that cannot be excluded.

1. What You Can Buy

Subscriptions to a plan (for example Starter, Professional, Enterprise or Campus), normally for one year, paid in advance.
Add-ons to a plan, for the period shown when you buy them.
IdeaScore AI credit packs, valid for 12 months from purchase.
IdeaScore AI Plus, monthly or yearly, which grants Credits for that period.

Prices are shown before GST; GST is added on the invoice. Payments in Indian rupees are taken by Razorpay, and in other currencies by Stripe. Customers may also pay against an invoice.

2. Cancellation

2.1 Subscriptions do not renew automatically unless your Order says so. To stop, simply do not renew. Your organisation stays fully usable for a grace period after the end of the Subscription Term (14 days unless your Order says otherwise), then becomes read-only. For 90 days after that the owner can download a full export of your data from Settings (see section 12 of the Terms of Service).

2.2 Cancelling during a Subscription Term. You may stop using the Service at any time by writing to billing@ideascore.online. Your access continues until the end of the period you paid for. Unless section 3 applies, no refund is due for the remaining period.

2.3 Cancelling an order before payment. An order that has not been paid can be cancelled at any time, at no charge.

2.4 Monthly IdeaScore AI Plus can be cancelled at any time and ends at the end of the current month; Credits already granted remain usable until they expire.

3. When We Refund

Situation	Refund
First subscription, cooling-off. A Customer's first paid Subscription, cancelled in writing within 14 days of payment	Full refund of the Subscription Fee, less the value of any Credits used, at the per-credit price of the smallest credit pack at the time. Applies once per Customer.
Duplicate or mistaken payment. You were charged twice for the same order, or paid an amount that was not due	Full refund of the duplicate or excess amount.
Payment taken but order not fulfilled. You paid, but the plan, add-on or Credits were not granted and we cannot grant them within 2 business days	Full refund, or the entitlement granted, at your choice.
Credit pack, unused. A credit pack not used at all, cancelled within 14 days of purchase	Full refund. Once any Credit from a pack has been used, the pack is not refundable.
We end or materially reduce the Service. We terminate a Subscription for convenience, discontinue a paid feature you rely on, you object to a material adverse change in the Terms or a new sub-processor and end your Subscription as those documents allow, or we terminate after failing to fix a material problem	Pro-rata refund of prepaid Fees for the unused part of the Subscription Term.
Our breach. You terminate for our uncured material breach under section 12.1 of the Terms of Service	Pro-rata refund of prepaid Fees for the unused part of the Subscription Term.

Pro-rata means the prepaid Fee for the affected item multiplied by the number of whole days left in its term, divided by the total days in the term. For a refund that involves Credits, Credits already used are deducted at the price paid for them.

4. When We Do Not Refund

Except as set out in section 3, or where the law requires otherwise:

Fees for a Subscription Term or add-on that has started are not refundable for the remaining period.
Credits that have been used, or that have expired, are not refundable. Credits have no cash value and cannot be exchanged for money or transferred between organisations.
Plan allowances of Credits that were included in a Subscription are not refundable separately from the Subscription.
No refund is due if we suspend or terminate the Service because of your breach of the Terms of Service or the Acceptable Use Policy, or for non-payment.
Free trials are free; there is nothing to refund.

5. What Happens to Entitlements After a Refund

When we refund an order, we remove the entitlement it paid for: the remaining Credits from that pack or grant, or the plan or add-on for the refunded period. When a refund ends a plan, the organisation becomes read-only at once, without the grace period in section 2.1, and the exit period in section 12 of the Terms of Service starts. Data in your organisation is not deleted because of a refund.

6. How to Request a Refund or Cancellation

Email billing@ideascore.online from the address of your organisation's owner or billing contact, with:

your organisation's name;
the order or invoice number, and the date and amount paid;
what you want to cancel or have refunded, and why.

We will acknowledge your request within 2 business days and give you a decision within 7 business days of receiving all the information we need.

7. How and When Refunds Are Paid

Approved refunds are made to the original payment method, through the same payment provider. We cannot refund to a different card or account.
We start the refund within 5 business days of approving it. Your bank or card issuer usually takes a further 5 to 10 business days to show it, depending on the payment method; international refunds may take longer.
Payments made by bank transfer against an invoice are refunded to the bank account they came from.
GST: where we refund a payment on which GST was charged, we issue a credit note in accordance with the Central Goods and Services Tax Act, 2017, and refund the GST with it where the law allows. If you have deducted tax at source, the refund is of the amount we actually received.
Exchange-rate differences and charges imposed by your own bank are not refunded.

8. Chargebacks

Please contact us before raising a chargeback with your bank or card issuer; most problems are solved faster directly. If a chargeback is raised on a payment that is not refundable under this policy, we may suspend the affected entitlement while it is resolved.

9. Contact

Billing, cancellations and refunds: billing@ideascore.online
If you are not satisfied with our answer, write to our Grievance Officer, Dibyendu Ganguly, at grievance@ideascore.online or +91 89173 60065.
CMS Group, 01, Teachers Colony, Sahaspur, Dehradun, Uttarakhand 248197, India.