FlatConnect

Building Better Communities

Refund & Cancellation Policy

Last updated: October 8, 2026 | Version 1.0

This Refund & Cancellation Policy explains how cancellation and refunds work for FlatConnect subscriptions. It forms part of our Terms of Service and uses the same defined terms. FlatConnect is operated by Saumya Prakash, sole proprietor, trading as FlatConnect.

The short version

FlatConnect is free for all of 2026. We begin charging from 1 January 2027, and from then a society new to FlatConnect gets a 3-month free trial — no card needed, and it does not turn into a paid plan by itself. Nothing to cancel, nothing to refund.
FlatConnect subscriptions do not renew automatically. No payment will be charged unless you make a new payment for a new subscription period.
You may choose not to renew your subscription at any time. Your access to FlatConnect will continue until the end of the subscription period that has already been paid for.
Subscription fees are generally non-refundable once the subscription period has started. We do not normally provide pro-rata refunds for unused time.
However, we may approve a refund where:
- you were charged more than once for the same subscription,
- you were charged an incorrect amount,
- a payment was successfully collected but the subscription was not activated,
- FlatConnect is unable to provide the subscribed service due to an issue attributable to us, or
- another billing or payment error occurred.
Refund requests are reviewed on a case-by-case basis. If approved, refunds will generally be issued to the original payment method used for the transaction.
Approved refunds are typically processed within 7–10 business days, although the actual credit timeline may depend on your bank, payment provider, or financial institution.
If you believe there has been a billing or payment issue, please contact us at [email protected] with your society name, transaction reference, and relevant details. We will review the matter and work to resolve it as quickly as possible.

1. What this policy covers

This policy covers Subscription Fees paid by a Society to FlatConnect for use of the Platform.

It does not cover:

Maintenance dues or other society charges. Those are paid by residents to their society. We never hold that money. Refunds, waivers and adjustments of maintenance dues are decided entirely by the society. If you are a resident wanting a maintenance refund or adjustment, contact your society’s managers — see section 8.
Payment gateway charges. Where a payment gateway levies its own transaction charge, the gateway’s terms apply to that charge.
Society expenses recorded in the Platform. Those are the society’s own transactions with its own vendors.

2. Cancelling a subscription

2.1 Free periods and the 3-month free trial

FlatConnect is free for all societies for the whole of 2026. From 1 January 2027 we begin charging, and a society new to FlatConnect gets a three-month free trial.

During a free period or a free trial there is nothing to cancel and nothing to refund, because nothing was charged and no payment instrument was collected:

We do not ask for a card or any payment instrument to start a trial, and we create no mandate, auto-debit or standing instruction.
The trial does not convert into a paid subscription by itself. Nothing is charged when it ends.
Before the trial ends we tell you the price that would apply next, so you can decide. Continuing is an active choice you make.
To stop, you need do nothing — simply do not renew. The trial expires and you are not invoiced for it. You can also tell us at any time during the trial that you are not continuing, and that is the end of it.
If you are ever charged for a period you were told was free, or charged when a trial ended without you agreeing to continue, that is an error and we refund it in full — see section 3.

Societies within our small-society free tier pay nothing for as long as they stay within it. That is not a trial, and nothing becomes payable at the end of any period while the society remains in the free tier.

2.2 There is no auto-renewal to cancel

FlatConnect subscriptions run for a fixed period and do not renew automatically. We do not store your card, and we do not set up any auto-debit, standing instruction, e-mandate or recurring charge for Subscription Fees. If you simply do nothing at the end of your period, your subscription expires. You will not be billed again unless you choose to renew and make a fresh payment.

2.3 How to cancel

A Society may cancel its subscription at any time by emailing [email protected] from a Manager of the Society, or by messaging us on WhatsApp at +91 9945342325. Please include your society name and, if you have it, your subscription reference.

We will confirm the cancellation in writing. If you do not receive a confirmation, assume the cancellation has not been recorded and follow up.

2.4 What happens when you cancel

Access continues until the end of the period you have already paid for. We do not cut you off mid-period for cancelling. (The exception is where the account is suspended for a reason listed in section 15.2 of the Terms of Service — for example fraud or a serious security risk.)
There is no future billing to stop, because there is no auto-renewal.
Your society’s records are not deleted immediately. See section 7.
Any Subscription Fee already due for a period we have already provided remains payable.
Cancelling your FlatConnect subscription does not cancel, reduce or waive any maintenance dues residents owe your society.

2.5 Partial periods

We do not normally refund part of a subscription period that has already begun, because the Service has been made available to you for that period. If you have a genuine reason to ask — your society is winding up, merging, or an exceptional circumstance applies — write to us. We will consider it on its merits and may offer a pro-rata refund or account credit at our discretion. We will not pretend such a discretion does not exist.

3. When we will refund you

We refund in the following situations. This list is not an exhaustive statement of your rights under applicable law.

Situation	What we do
Duplicate payment — you paid the same subscription twice, or two Managers paid for the same society.	Full refund of the duplicate amount, or, if you prefer, credit against your next subscription period. Your choice.
Incorrect amount charged — you were charged more than the amount disclosed and agreed before payment.	Refund of the excess.
Money debited but payment not recorded — your bank or UPI app shows a debit but the payment did not reach us or was not credited to your subscription.	We investigate with the payment provider. If the money reached us, we credit your subscription or refund it. If it did not reach us, we help you trace it with the provider and your bank, and give you the references you need.
Paid for the wrong society or account — the payment was applied to a different society than intended.	We transfer the payment to the correct society’s subscription, or refund it, as you prefer.
Subscription never activated — you paid, and we did not make the Service available to you.	Full refund.
Our failure — the Service was unavailable or materially unusable for a prolonged period because of a fault on our side, or we materially removed or broke a core feature you had paid for.	A pro-rata refund, an extension of your subscription period, or account credit — reasonable in the circumstances, and discussed with you. Short outages, planned maintenance notified in advance, and third-party or network outages outside our control are not covered.
Unauthorised payment — you report that a payment was made from your account or instrument without authorisation.	We suspend the related billing action, investigate, share transaction records with you and, where the claim is substantiated, refund it. Note that where a Manager made the payment for the society and the dispute is about their internal authority to do so, that is a matter between the Manager and the society — see section 6.
We cancelled your subscription in error — we suspended or cancelled access without a valid reason under the Terms.	We restore access and either extend the period by the time lost or refund it.
Charged during or at the end of a free trial or free period — you were charged for the 2026 free period, during your three-month trial, while in the small-society free tier, or when a trial ended without your agreement to continue.	Full refund. This should not happen — no mandate exists and nothing is meant to be charged — so if it does, it is our error and we return the money in full. We do not ask you to justify it beyond identifying the payment.
Trial or complimentary access generally — you were on a free, trial, pilot or complimentary subscription and nothing was charged.	Nothing was paid, so there is nothing to refund and nothing to cancel. See section 2.1.

4. When we will not normally refund

The subscription period has been provided and you simply changed your mind, or your society decided to stop using the Platform part-way through a paid period (but see 2.5 — ask us).
Your society did not use the Platform, or used it less than expected, during a period it paid for.
The subscription was suspended or terminated for non-payment, breach of the Terms of Service, misuse of visitor, gate or messaging features, fraud, or unlawful activity.
The problem arises from information your society, its managers, residents or guards entered incorrectly.
The problem arises from an outage or failure of a third-party service, payment gateway, cloud provider, messaging platform, device, or your own internet or mobile network.
Loss or dissatisfaction arising from your society’s own maintenance, accounting, collection or gate-entry decisions.
Discounted, promotional, founder or negotiated rates — a past discount does not create a right to the same price on renewal, and not getting the old price is not a ground for refund.

Even where a situation falls in this list, nothing here limits a right you have under applicable law that cannot be excluded by agreement, including under the Consumer Protection Act, 2019.

5. How to request a refund

5.1 Where to write

Email [email protected] with the subject line “Refund request”, or message us on WhatsApp at +91 9945342325 and we will take it from there.

5.2 What to include

So that we can identify the payment and act quickly, please give us:

Your society name and city
The name and role of the person raising the request
The amount paid and the date of payment
How you paid (UPI, bank transfer, cheque, cash, online payment)
The transaction reference — UTR, UPI transaction ID, payment or order ID, cheque number, or bank reference
What went wrong, and what outcome you are asking for (refund, credit, or extension)
Any screenshot of the debit or the payment confirmation, if you have it

If you do not have a reference number, write to us anyway. We can usually find the payment from the society name, amount and date.

5.3 When to raise it

Please raise a refund request within 30 days of the payment or of becoming aware of the issue, whichever is later. We will still look at later requests — especially duplicate payments and amounts we should never have taken — but tracing older transactions with a bank or payment provider takes longer and is sometimes not possible.

6. How we handle your request

Acknowledgement — we acknowledge your request within 48 hours of receiving it.
Review — we check our subscription and payment records, and where needed raise it with the payment provider or bank. We will tell you if we need anything further from you.
Decision — we give you a decision, with reasons, normally within 7 business days of acknowledgement. Where a bank or payment provider has to trace a transaction, it can take longer; we will tell you if it will, and keep you updated.
Processing — where a refund is approved, we initiate it within 3 business days of the decision.

6.1 How the money comes back

Refunds are made to the original payment method and the original payer wherever possible — the same UPI handle, the same bank account, or the same card or gateway transaction.
Where the original method cannot receive a refund — a cash or cheque payment, a closed account, an expired card, or a gateway transaction too old to reverse — we will refund by bank transfer to the society’s own bank account, for which we will need the account details in writing from a Manager.
Once initiated, the money normally reaches you within 7–10 business days. The exact time depends on your bank or payment provider, and that part is not in our control. We will give you the refund reference so you can trace it.
Refunds are made in Indian Rupees (INR).
We do not deduct a processing or cancellation charge from a refund we owe you. Where a payment gateway charge is non-recoverable and the refund is not the result of our error, we may deduct that actual third-party charge, and we will tell you the amount and why before doing so.
Account credit instead of a refund is offered only where you prefer it, or where the original payment route genuinely cannot be reversed and you agree to credit. We will not force credit on you in place of a refund you are entitled to.

6.2 Where the payer and the society disagree

Subscriptions are purchased by and for the Society, even when an individual Manager makes the payment. If a Manager asks for a refund of money they paid for their society, we may require confirmation from the society before refunding, and we may refund to the society rather than to the individual. Internal disputes within a society about who should bear or receive the money must be settled within the society. We will provide the payment records to help.

6.3 Records we keep

We record every refund and cancellation against the relevant subscription, together with the amount and the reason. We keep these records for legal, accounting, tax and dispute-resolution purposes, as described in our Privacy Policy.

7. What happens to your data after cancellation

We do not delete your society’s records the moment a subscription ends. They are retained for a reasonable period so you can renew, retrieve your records, or settle a dispute.
Paid features stop working, and access to the account may be reduced or withdrawn.
A Society may ask us to delete or return its data, and we will do so within a reasonable time, subject to what we are required or entitled to retain by law.
Please export or obtain the records your society needs for its own accounts before your subscription ends.
Full detail is in our Privacy Policy. Individual users can delete their own accounts at any time — see Delete Account.

8. Residents: maintenance payments

If you are a resident and you want a refund or adjustment of a maintenance payment, this policy does not apply. That money went to your society, not to FlatConnect. Only your society can decide to refund, adjust or waive it. Please raise it with your society’s managers or committee.

Where money was debited from you through an in-app payment gateway but was not credited to your society, tell your society and also write to us at [email protected] with the transaction reference. We will help trace the transaction with the payment provider and provide the records, even though the money is not ours to refund.

9. Grievances and escalation

If you are not satisfied with how we have handled a refund or cancellation request, escalate it to our grievance contact:

Name: Saumya Prakash (Proprietor, FlatConnect)
Email: [email protected]
Phone / WhatsApp: +91 9945342325

We aim to acknowledge grievances within 48 hours and resolve them within 30 days, or sooner where a shorter period is prescribed by applicable law.

Nothing in this policy affects your right to approach a consumer commission or other forum having jurisdiction, or to use any statutory grievance or online dispute resolution mechanism available to you under the Consumer Protection Act, 2019 or other applicable law.

10. Changes to this policy

We may update this policy. We will update the “Last updated” date and version above, and notify customers of material changes through the Platform, by email or by WhatsApp. The version of this policy in force on the date you made a payment governs that payment. A later change does not take away a refund right that already applied to a payment you had already made.

Contact

FlatConnect — operated by Saumya Prakash, sole proprietor
Email: [email protected]
Phone / WhatsApp: +91 9945342325
Website: flatconnect.in

Related documents: Terms of Service · Privacy Policy · Delete your account