Payment, Billing & Cancellation Policy

1. Subscription-Based Services

TourFiles operates as a subscription-based SaaS platform for travel businesses. Subscription pricing may depend on:

• The subscription tier you select, which determines the modules, features, and user capacity available in your workspace.
• The number of active user seats provisioned beyond any allowance included in your base plan.
• Additional modules you activate on top of your base subscription, each priced according to current plan details.
• Consumption-based feature usage where applicable, such as messaging volume or API call frequency.
• Optional add-on services you enable, which are billed separately from your core subscription.
• The volume of transactional communications — such as SMS or WhatsApp messages — sent through platform-connected channels.
• Enterprise-level requirements or platform upgrades that may be scoped and billed under a custom arrangement.

Plan details, billing cycles, and pricing information are displayed during the subscription process or through the admin billing section of the platform.

2. Free Trial Access

Eligible businesses may receive limited-time free trial access to evaluate TourFiles. Trial access may include:

• A limited subset of platform modules and features, so you can evaluate core functionality before committing to a paid plan.
• A capped number of user seats, typically sufficient for a small team to test the platform within a real business context.
• Usage caps on records, data volume, or communication features to keep trial accounts within reasonable resource bounds.
• A defined access window, after which continued use of the platform requires activation of a paid subscription.

TourFiles reserves the right to modify, restrict, or discontinue free trial access at any time without prior notice.

At the end of the trial period, continued access may require activation of a paid subscription plan. Trial data may be held for a short window after expiry to allow for upgrade without loss of work.

3. Billing Cycles & Renewals

Subscriptions may be billed:

• Monthly, where your subscription renews every 30 days from the original activation date.
• Quarterly, covering a 3-month subscription period billed in advance at the start of each quarter.
• Annually, offering an extended commitment period that may qualify for discounted pricing over the year.
• Under custom enterprise billing arrangements agreed directly with our team for larger accounts or multi-entity setups.

Unless otherwise specified, subscriptions renew automatically at the end of each billing cycle. Customers are responsible for ensuring that:

• Your registered billing address, GST details, and contact information are kept current in your account settings.
• Your linked card, UPI handle, or bank account remains valid and authorized for recurring charges at each renewal date.
• Your payment method has sufficient balance or credit limit available to cover the full amount of the upcoming billing cycle.

Failure to renew may result in account restrictions, feature limitations, or suspension of platform access until the payment is resolved.

4. Payment Methods

TourFiles may accept payments through authorized third-party payment providers including:

• UPI payments via any authorized UPI app — the most accessible and common payment method for Indian businesses on the platform.
• Debit cards issued by Indian or supported international banks, processed securely through our payment gateway.
• Credit cards including Visa, Mastercard, and RuPay, where supported by the active payment gateway at the time of transaction.
• Net banking transfers from supported Indian banks, initiated directly through our payment gateway interface.
• Authorized digital wallets where supported by the payment gateway at the time of your transaction.
• Select international payment methods may be available for businesses billed in foreign currencies, subject to gateway support and applicable regulations.

All payments are processed securely through third-party payment gateways. TourFiles does not directly store complete card or banking credentials on its own servers.

5. Taxes & GST

Applicable taxes, including GST, may be charged separately depending on customer location, business type, and legal requirements. The tax amount will be clearly indicated before payment is confirmed.

Customers are responsible for providing accurate billing and GST information during the subscription or invoicing process. Incorrect details may affect the validity of your tax invoice.

GST-compliant invoices will be issued electronically based on the billing details registered in your account. If you need to update your GST information, please do so before the next billing cycle to ensure correct invoice generation.

6. Refund Policy

Due to the nature of SaaS-based digital services, subscription payments made to TourFiles are generally non-refundable. This includes:

• Monthly, quarterly, or annual subscription fees once a billing cycle has commenced.
• Charges incurred for consumption-based features used during an active billing period.
• Fees for SMS, WhatsApp, or email communications sent through platform-connected channels.
• Any one-time onboarding, configuration, or account setup fees agreed during activation.
• Charges for additional modules or add-on services enabled during or before the billing period.
• Unused days within a subscription period — we do not issue pro-rata refunds for early cancellation or downgrade.

Refunds may be considered only in exceptional situations such as:

• Payments made more than once for the same billing period due to a processing error, confirmed by our team after verification.
• Billing errors on our end — such as charging the wrong amount or billing ahead of the agreed start date — identified and verified through our records.
• Transactions confirmed as unauthorized after an internal review conducted in coordination with the payment gateway and relevant bank.

Refund requests must be submitted within 7 days of the transaction date. Requests submitted after this window will not be considered.

Approval of refunds remains solely at the discretion of TourFiles after review and verification. Approved refunds will be credited to the original payment method within the processing timeline of your bank or payment provider.

7. Failed Payments & Overdue Accounts

If a scheduled payment fails due to insufficient balance, an expired payment method, banking restrictions, or authorization failures:

• Automated retry attempts may be made against your payment method within a short window after the initial failure.
• Email and in-app reminders will be sent to alert you of the failed charge and the steps needed to resolve it before access is affected.
• Access to billing controls and new feature activations may be restricted temporarily until the outstanding payment is cleared.

Continued non-payment may result in:

• Your workspace being locked, preventing all users in your organization from logging in or accessing any data.
• Outbound messaging, email, and notification features being disabled to protect shared platform resources.
• Your account being marked inactive, which limits recovery options and begins data retention countdown timers.
• After extended non-payment, your account and all associated data may be permanently removed from the platform with no option for restoration.

TourFiles reserves the right to recover outstanding dues where legally permissible.

8. Subscription Cancellation

Customers may cancel subscriptions by:

• Using the billing section of your admin dashboard, where you can downgrade or cancel your active plan directly.
• Emailing [email protected] with a cancellation request from the registered account email address.
• Submitting a formal written cancellation request through a user with admin-level access to your workspace.

Cancellation stops future renewals but does not automatically generate refunds for already billed periods. You may continue to access paid services until the end of the active billing cycle, unless the account is suspended for policy violations or payment defaults.

After cancellation, your data will be retained securely for a limited period. You may request an export or permanent deletion of your data during this window before it is purged from our systems.

9. Account Suspension & Data Retention

TourFiles reserves the right to suspend or terminate accounts for:

• Failure to settle an outstanding subscription balance within the applicable grace period after a billing cycle closes.
• Sending unsolicited bulk messages, harassing contacts, or engaging in activity that violates our acceptable use policy.
• Using the platform to conduct, facilitate, or conceal activity that violates applicable Indian or international law.
• Using TourFiles in ways that exceed authorized use, harm other customers, or materially degrade shared platform performance.
• Attempting unauthorized access to accounts or systems, or introducing harmful code into the platform or its connected infrastructure.
• Multiple consecutive billing failures where no corrective action is taken within the communicated grace period.

After suspension or termination:

• Your workspace and all user logins will be disabled, preventing access to your data or any platform features.
• We may keep account records, invoices, and audit logs for a defined period to meet legal obligations and resolve any open disputes.
• The timeline for permanent data deletion varies by account type and compliance requirements — you may request a data export before deletion is finalized.

10. Pricing Changes

TourFiles may revise:

• Base subscription rates for any plan tier, including introductory pricing and rates for legacy customers.
• Per-unit charges for consumption-based features such as messaging, API calls, or storage where applicable.
• The usage thresholds applied to features included in a given plan, such as record counts, user caps, or monthly limits.
• Custom billing arrangements for large accounts, including volume discounts and multi-entity invoicing terms.
• Per-message rates for SMS, WhatsApp, or other communication channels enabled through the platform.
• Cost adjustments related to cloud infrastructure, third-party service pricing, or regulatory compliance requirements that affect operating costs.

Reasonable efforts will be made to notify customers before major pricing changes become effective, giving you time to review and decide whether to continue.

Continued use of the platform after revised pricing becomes effective constitutes acceptance of the updated pricing terms.

11. Third-Party Charges

Certain integrations or services connected with TourFiles may involve additional costs charged by third-party providers. These may include:

• Per-message charges for SMS notifications sent through connected telephony providers configured in your workspace.
• Per-message or per-conversation fees associated with WhatsApp Business API usage, billed according to Meta's pricing structure.
• Call and IVR-related costs incurred through cloud telephony integrations you choose to configure in your TourFiles account.
• Volume-based fees from transactional email providers when your usage exceeds the allowances included in your platform plan.
• Charges from third-party API providers for requests made through integrations connected to your TourFiles workspace.
• Transaction fees or convenience charges applied by the payment gateway on each payment processed through the platform.

Customers may be responsible for such charges depending on the features and integrations they choose to enable. We recommend reviewing third-party pricing before activating cost-bearing integrations.

12. Disputes & Chargebacks

Customers agree to contact TourFiles support before initiating payment disputes or chargebacks with their bank. We aim to resolve all legitimate billing concerns within 5–7 business days. Fraudulent, abusive, or unjustified chargebacks may result in:

• Your platform access being suspended while the chargeback investigation is ongoing or after an adverse finding is made.
• Access to communication features, billing controls, or advanced modules being limited pending resolution of the dispute.
• Accounts with a history of abusive chargebacks being permanently terminated without opportunity for reinstatement.
• Recovery of disputed amounts through appropriate legal channels where the chargeback is found to be fraudulent or in bad faith.

13. Limitation of Financial Liability

To the maximum extent permitted by applicable law, TourFiles and NextESC Technologies LLP shall not be liable for:

• Any indirect, consequential, or incidental financial loss resulting from platform use, unavailability, or billing errors.
• Revenue loss or disruption to your travel business operations caused by planned or unplanned service downtime.
• Delays to booking confirmations, invoice processing, or client communications caused by platform issues or maintenance.
• Failed transactions or processing delays attributable to payment gateways, banks, or other payment infrastructure outside our control.
• Disruptions to payment processing caused by banking system failures, regulatory advisories, or network connectivity issues.
• Failed payments resulting from expired cards, insufficient balance, or restrictions applied by your own bank or payment provider.

Total liability related to billing or subscription disputes shall not exceed the amount paid by the customer during the relevant billing cycle associated with the dispute.

14. Policy Updates

This Payment, Billing & Cancellation Policy may be updated periodically to reflect:

• Changes to subscription rates, usage fees, or billing structures across any plan tier.
• Modifications to how billing, renewals, or cancellations are handled within the platform.
• Updates required to comply with changes in Indian taxation, consumer protection, or digital commerce law.
• Changes driven by updates to our payment gateway partners, supported payment methods, or transaction processing flows.
• New modules, add-on services, or enterprise features introduced to the platform that carry their own billing terms.

Continued use of TourFiles after updates become effective constitutes acceptance of the revised policy. The effective date at the top of this page will reflect the most recent revision.

15. Contact Information

For billing, refund, payment, or subscription-related queries, please reach out to us directly. We aim to respond to all billing inquiries within 5 business days.