Service Delivery Policy | InDhanPay

This Service Delivery Policy describes how InDhan PayGate Private Limited ("InDhanPay", "we") provisions its products and services to a paying customer. InDhanPay Books, InDhanPay POS, CertifyX and every add-on we sell are software-as-a-service (SaaS); access is delivered digitally and does not involve a physical shipment. Thermal printers and other hardware accessories purchased from us are a separate case and are covered at the end of this document.

1. Instant activation on payment

When you subscribe to a plan (or upgrade an existing plan) via our website, app, or dashboard, your account is activated automatically the moment our payment gateway confirms your payment — typically within 30 seconds. You do not need to email anyone, wait for a courier, or restart the app. The subscription starts immediately and the confirmation lands in the email address associated with the account.

2. Free trial before payment

Every new tenant receives a free trial of the plan of their choice — no credit card required at signup. The trial activates instantly on account creation. During the trial you have access to the full product; when the trial ends you can convert to a paid plan, downgrade to the free tier, or export your data and cancel.

3. If activation is delayed

Rare failures happen — bank downtime, gateway timeouts, a payment sitting in a review queue. If your account has not activated within 15 minutes of a successful payment, email support@indhanpay.com with the Razorpay Payment ID (starts with pay_). We reconcile and activate manually the same working day. Refunds for payments where activation fails permanently are covered by our Refund Policy.

4. Add-on credits (SMS, WhatsApp, Email)

Notification credit packs land in your account the moment payment is confirmed and are usable immediately. Credits do not expire while the subscription is active. Refunds for unused credits are covered by our Refund Policy.

5. Support during onboarding

Every new paid tenant gets access to email and WhatsApp support during Indian business hours (Monday to Saturday, 10:00 AM – 7:00 PM IST). We aim to respond to onboarding questions within one business day; urgent issues (payment failed but money debited, account locked) are prioritised.

6. Physical hardware (thermal printers, accessories)

When you order hardware (thermal printers, cash drawers, barcode scanners) from us, the invoice mentions the courier partner, the tracking number, and the expected delivery window (5–7 working days to metros, 7–10 working days to non-metros). Delivery is fulfilled through a third-party courier. Hardware refunds and returns follow our Refund Policy; manufacturer warranty terms are printed on each shipment invoice.

7. Data export at any time

Regardless of subscription status, your data remains exportable in a machine-readable format from within the product (Settings → Data Portability). You do not lose access to invoices or reports you generated while the account was active, even after cancellation or a switch to the free tier.

8. Contact

For any question about activation delays, hardware delivery, or credit provisioning, email support@indhanpay.com. For accounting or billing queries, email billing@indhanpay.com.