Refund Policy

Introduction

This Refund Policy governs refunds and credits for Services provided by OMNIUS Cloud Private Limited. This Policy forms part of and is to be read with the Terms of Service. Capitalised terms not defined herein have the meanings assigned in the Terms of Service.

1. General Principle

All payments made for Services are generally final and non-refundable, given the nature of cloud infrastructure services where resources are provisioned and costs are incurred upon activation. However, refunds or credits may be available in the specific circumstances set out in this Policy.

2. Billing Error Refunds

If you believe you have been charged incorrectly due to a billing error by the Company (for example, duplicate charges, charges for services you did not use, or charges at an incorrect rate), you may request a refund or credit as follows:

• Submit a written refund request to billing@omnius.in within fourteen (14) calendar days of the date the erroneous charge appeared on your invoice.
• Clearly describe the error, the amount involved, and the relevant invoice or transaction reference.
• The Company will review the request and provide a written response within fifteen (15) business days.
• If a billing error is confirmed, the Company will issue a credit to your account or a refund to your original payment method within thirty (30) business days.

Billing error refunds are limited to the amount of the confirmed error.

3. Service Failure Credits

Where the Company fails to meet applicable Service Level Agreement (SLA) targets, service credits (not cash refunds) shall be available as specified in the SLA. Service credits are the sole financial remedy for SLA failures, except where applicable consumer protection law provides otherwise.

4. Refunds Upon Account Closure or Termination

• Pre-paid amounts: where a customer on a prepaid plan terminates their account before the end of a billing period, a pro-rata refund of unused prepaid amounts may be issued at the Company's discretion, unless otherwise agreed in the applicable service agreement.
• Subscription fees already charged for the current billing cycle are generally non-refundable, except in cases of billing error or as required by law.
• Usage-based charges: once resources have been provisioned and consumed, no refund shall be issued for actual usage.

5. Company-Attributed Service Suspension

Where the Company suspends or terminates a customer's Services due to a verified error by the Company (not due to the customer's breach of the Terms of Service or Acceptable Use Policy), any pre-paid fees for the period of suspension that was attributable to the Company's error may be refunded or credited, on a pro-rata basis.

6. Consumer Rights

If you are an individual consumer within the meaning of the Consumer Protection Act, 2019, nothing in this Policy shall limit, exclude, or waive any statutory right or remedy you may have under applicable consumer protection law. You may be entitled to remedies for deficient services under the Consumer Protection Act, including compensation, replacement, or refund.

7. No Refund Circumstances

Refunds shall not be issued in the following circumstances:

• where the customer's account was suspended or terminated due to violation of the Terms of Service or Acceptable Use Policy;
• where the customer failed to secure their account and suffered unauthorised use;
• where the request is made outside the applicable timeframes;
• for partial use of a billing period where no billing error or Company-attributed failure occurred;
• for usage-based charges where resources were provisioned and consumed;
• for changes in business circumstances, strategic decisions, or customer preference.

8. How to Request a Refund

All refund or credit requests must be submitted in writing to: billing@omnius.in

Please include in your request:

• Your account name and Account ID.
• The invoice number or transaction reference.
• A clear description of the basis for the refund request.
• Any supporting documentation.

The Company will acknowledge receipt within 48 hours and respond with a determination within fifteen (15) business days.

9. Dispute Resolution

If you disagree with a refund determination, you may escalate the dispute through the Company's dispute resolution process as described in the Terms of Service. Individual consumers may also approach the relevant Consumer Forum under the Consumer Protection Act, 2019.

10. Changes to This Policy

The Company reserves the right to modify this Refund Policy at any time. Changes will be notified to customers via email or platform notice with at least thirty (30) days' advance notice for material changes. Continued use of the Services after changes take effect constitutes acceptance of the revised Policy.

11. Contact

Refund queries

billing@omnius.in

General queries

support@omnius.in

Consumer grievances

grievance@omnius.in