Refund & Cancellation Policy

1. Society Subscription Fees (Paid to HasX Labs Pvt. Ltd.)

1.1 Free Resident Usage

Sosayty is free to download and use for residents. No refund questions arise for resident-side app usage, as no fee is charged to residents for using the app itself.

1.2 Society Onboarding & Subscription Fees

Societies pay a per-flat subscription fee that covers onboarding, payment gateway facilitation, and support, as agreed at the time of signup or renewal.

• Cooling-Off / Cancellation Before Onboarding Completion: If a society cancels within 7 days of initial payment and before onboarding/setup (data import, configuration) has been completed, the society is eligible for a full refund of the onboarding fee.
• Cancellation After Onboarding: Once onboarding/setup has been completed and the society has started active use of the Services, subscription fees already paid for the current billing cycle are non-refundable, except as required by applicable law or as expressly agreed in a separate commercial contract with the society.
• Mid-Cycle Cancellation: If a society wishes to discontinue Sosayty mid-cycle, the subscription will remain active until the end of the current paid billing period; we do not provide prorated refunds for the unused portion of a billing cycle, unless the discontinuation is due to a material failure on our part to provide the Services (see Section 1.4).
• Renewal Charges: If a subscription renewal is charged in error (e.g., duplicate charge, incorrect amount, or charge after a valid cancellation request submitted in time), the society is entitled to a full refund of the erroneous amount upon verification.

1.3 How to Request a Refund (Subscription Fees)

Society administrators/committees may request a refund by writing to support@hasxlabs.com with:

• Society name and account details;
• Payment reference/transaction ID and date;
• Reason for the refund request.

We will acknowledge refund requests within 3 business days and, upon verification of eligibility under this Policy, process approved refunds to the original payment method within 7–10 business days. Actual credit timelines may vary depending on the resident's/society's bank or payment provider.

1.4 Service Failure

If HasX Labs Pvt. Ltd. is unable to provide the core paid features of the Services for reasons attributable solely to us (e.g., extended platform outage not caused by force majeure or third-party failure) for a continuous period exceeding 7 days in a billing cycle, the affected society may request a prorated refund/credit for that period.

2. Maintenance & Other Society Payments (Paid by Residents to Society)

2.1 Maintenance bills, late fees, and any other society-level charges paid by residents through Sosayty (via UPI or payment gateway) are transferred directly to the respective society's own bank account. HasX Labs Pvt. Ltd. does not hold, custody, or control these funds at any point.

2.2 As a result:

• Refund requests for maintenance payments, overpayments, duplicate resident payments, or disputed charges must be raised with your society's committee/administrator, as they control the underlying funds and billing records.
• HasX Labs Pvt. Ltd. will, where technically possible, assist by providing transaction logs, receipts, or payment status information to help the society verify and process a resident's refund request, but the decision to refund and the actual transfer of funds rests with the society.

2.3 Failed/Incomplete Transactions: If a payment is debited from a resident's account but not reflected as successful in Sosayty due to a technical error (e.g., gateway timeout), the amount is typically auto-reversed by the bank/UPI app/payment gateway within their standard timelines (usually 5–7 business days). If the amount is not reversed within this window, please contact us at support@hasxlabs.com with the transaction reference, and we will coordinate with our payment gateway partner to investigate and resolve the issue.

2.4 Erroneous Payment Gateway Charges: If a resident is charged a convenience fee or gateway charge in error due to a platform bug (as opposed to a standard, disclosed fee), HasX Labs Pvt. Ltd. will investigate and, if verified, coordinate a refund of that specific erroneous charge through the payment gateway.

3. Non-Refundable Items

The following are generally non-refundable, except where required by law:

• Subscription fees for periods already actively used by the society;
• Any custom onboarding, data migration, or configuration work already performed at the society's request;
• Third-party payment gateway or bank charges already incurred on a transaction.

4. Processing Time

All approved refunds (whether of subscription fees by HasX Labs Pvt. Ltd., or of erroneous gateway charges coordinated by us) are processed to the original payment method. Processing typically takes 7–10 business days from approval, though actual crediting timelines depend on the resident's or society's bank/UPI provider and are beyond our control.

5. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. Material changes will be communicated via the app, email, or SMS to society administrators. The "Effective Date" above reflects the latest revision.

6. Contact Us

For any refund, billing, or payment-related queries: