Refund Policy

FleetSetu Service Modules & Service Levels

FleetSetu is a comprehensive fleet management platform designed to help you streamline your operations. The service is composed of the following core modules, each with defined service level agreements (SLAs).

Core Modules

• Financial & Accounting: Manage your Profit & Loss, track expenses, generate invoices, and maintain party-wise ledgers.
• Trip & Fleet Management: Create and manage trips and duties, track vehicles, and manage vehicle service and breakdown reminders.
• Driver & Staff Management: Maintain driver records, track fuel usage, and manage staff documents.
• Reporting & Analytics: Access real-time dashboards and generate pre-defined reports on your operations and finances.

Service Levels (SLAs)

We are committed to providing a reliable service with the following performance guarantees:

• Platform Uptime: We guarantee a minimum 99.5% uptime for all core modules. In the event of an unscheduled outage that causes the platform to be unavailable, our technical team will work to restore service as quickly as possible.
• Support Response Time: All support inquiries received via email are categorized and addressed based on priority.

Eligibility for Refund

A full refund on your initial subscription fee is offered only in the case of the service not meeting its defined SLAs, specifically if a core module fails to perform its promised function.

• You are eligible for a refund if a core module fails to perform its promised function for a continuous period of 120 hours or more, as a direct result of a platform issue.
• The refund request must be submitted within 7 calendar days of your initial purchase.
• This does not apply to issues arising from user error, internet connectivity problems, or third-party integrations.

How to Request a Refund

All refund requests must be submitted via email to our official support channel.

1. Draft an email to [email protected].
2. Include your registered email address, Company Name, and invoice number in the body of the email.
3. Clearly state the reason for your refund request. Please provide specific details, including the dates and times of the issue.

Escalation Matrix

To ensure your concerns are addressed in a timely manner, we have an escalation process in place for general inquiries and unresolved issues.

Non-Refundable Items & Exclusions

The following are not eligible for a refund:

• Renewal Payments: Refunds are not available for subsequent or renewal payments after the initial 7-day period.
• Monthly Subscriptions: We do not offer refunds for any payments made on a monthly billing cycle. Your subscription will simply not renew for the next month.
• Promotional Purchases: Subscriptions purchased during a special promotion or with a discount code are non-refundable.
• Customization or Add-on Fees: Any one-time fees for professional services, customizations, or premium add-ons are non-refundable.

Refund Processing

Once your refund request is approved, the refund will be processed to your original payment method. Please allow 15-20 business days for the amount to be credited back to your account. The actual timing may vary depending on your bank's processing procedures.