Return & Exchange Policy

Intelliob Technologies Private Limited supplies cloud software delivered digitally, not physical merchandise. A “return” under this policy therefore means surrendering an activated subscription, user licence, or add-on back to us so that it can be deactivated and refunded, or exchanged for a different plan.

Where hardware is supplied alongside our software (for example biometric attendance devices used with TimeMate), the physical return conditions in Section 3 apply to that hardware in the ordinary sense.

This policy works alongside our Refund & Cancellation Policy, Shipping & Delivery Policy, and Terms of Service.

We offer refund or exchange within the first 7 days from the date of your purchase. If 7 days have passed since your purchase, you will not be offered a return, exchange, or refund of any kind.

The window is counted from the date of successful payment as recorded on your tax invoice, not from the date you first log in.

In order to become eligible for a return or an exchange:

• (i) The purchased item should be unused and in the same condition as you received it. For subscriptions, this means the account has not been used for live business operations — broadly, no material volume of transactions, payroll runs, or invoices has been processed on it.
• (ii) The item must have its original packaging. For digital purchases, this means the original licence, order reference, and tax invoice must be intact and quotable. For hardware, the physical packaging, accessories, and seals must be intact.
• (iii) If the item that you purchased was on a sale, then the item may not be eligible for a return or exchange.

Further, only such items are replaced by us, based on an exchange request, if such items are found defective or damaged.

You agree that there may be a certain category of products or items that are exempted from returns or refunds. Such categories of products would be identified to you at the time of purchase. These typically include:

• Consumed credits — e-invoicing, e-way bill, SMS, WhatsApp, or e-signature bundles that have been partly or fully used.
• Completed professional services such as data migration, custom report development, integration work, or on-site training.
• Digital Signature Certificates and other third-party issued credentials, once issued in your name.
• Plans purchased under a promotional discount, festive offer, or specially negotiated enterprise rate where the offer terms state the sale is final.
• Renewals of a subscription you have already been operating on.

Within the 7-day window you may request an exchange instead of a refund — for instance, moving from one Intelliob product to another, switching between monthly and annual billing, or adjusting the number of user licences.

• Upgrades: The difference in price is payable before the new plan is activated.
• Downgrades: The difference is issued as an account credit adjustable against your next invoice, or refunded in line with our Refund & Cancellation Policy where you prefer.
• Data: Where technically possible we carry your existing data across to the exchanged plan. Where the target plan does not support a module, data belonging to that module may become inaccessible; we will tell you before proceeding.

Outside the 7-day window, plan changes are still available at any time but are treated as a normal upgrade or downgrade at renewal rather than an exchange, and do not carry a refund entitlement.

If the subscription delivered to you is defective — incorrectly provisioned, missing a purchased module, or affected by a fault that prevents its intended use — report it to our customer service team within 7 days of receipt. We will first attempt to correct the provisioning or resolve the fault. If we cannot, the item is replaced or refunded.

For hardware supplied with a manufacturer's warranty, please refer warranty claims to the manufacturer directly, as their terms will govern the replacement.

For exchange or return requests that are accepted, once your returned product or item is received and inspected by us, we will send you an email to notify you about receipt of the returned or exchanged product.

Further, if the same has been approved after the quality check at our end, your request — that is, return or exchange — will be processed in accordance with our policies. Where a refund follows, it is processed within 15 days as set out in our Refund & Cancellation Policy.

Before an account is deactivated following an approved return, you will be given a reasonable opportunity to export your data. We recommend downloading your ledgers, payroll registers, and attendance records before confirming the return.

Write to our customer service team with your registered email address, invoice or order number, and whether you would like a refund or an exchange.