Refund & Cancellation Policy

Fair, Transparent, and Customer-Friendly Policies

At ViveLead, we believe in building long-term relationships with our customers based on trust and satisfaction. This Refund & Cancellation Policy outlines our commitment to fair treatment and transparent processes when you need to make changes to your subscription or request a refund.

We encourage you to review this policy before making a purchase or subscribing to our services. If you have any questions or need clarification, feel free to contact us at contact@vivelead.com.

This page explains how to ask and what to expect. The refund terms themselves live in the Terms and Conditions, and if anything here differs from that document, the Terms and Conditions govern.

WHY OUR POLICY IS DIFFERENT

Unlike many SaaS providers who make cancellation difficult, ViveLead offers:

• Easy cancellation - No hidden fees or complex procedures
• Transparent refund terms - Clear eligibility criteria
• Fair processing times - Quick resolution of refund requests
• Customer-first approach - We want you to succeed with us, not be trapped

1. CANCELLATION POLICY

Quarterly Subscription Services

Hassle-Free Cancellation:

• Cancel your quarterly subscription at any time with just a few clicks
• A monthly subscription started before 9 October 2026 follows the same rules
• No cancellation fees or penalties
• No questions asked - your choice is respected
• Service remains active until the end of your current billing period

How to Cancel:

1. Turn off autopay: If autopay is enabled, switch it off yourself from Subscription settings in your account. Nothing further is debited automatically.
2. Email us: Send a cancellation request from the email address registered on the account to contact@vivelead.com and we will confirm it back to you.

Effective Date:

• Cancellation takes effect at the end of your current billing cycle
• You continue to have full access to all features until then
• No pro-rated charges for a partly used billing period

Annual Subscription Services

Annual Plans:

• Cancel an annual subscription with 30 days written notice before the renewal date
• An annual term is paid in advance and is not refunded, in whole or pro rata, for months you do not use
• Instead, once per annual term and on written request, you may pause for up to 60 days, or transfer the remaining term to another entity you control
• You may also move to quarterly billing at the next renewal instead of cancelling

Annual Cancellation Process:

1. Notice Required: Provide 30 days advance written notice before the renewal date
2. Account Review: We confirm your end date, and go through pause or transfer if either suits you better
3. Data Export: Assistance with data export if needed

Enterprise and Custom Services

Tailored Cancellation Terms:

• Enterprise agreements may have specific cancellation clauses
• Custom contracts include mutually agreed cancellation terms
• Consulting services follow project-specific cancellation policies
• White-label solutions have separate termination procedures

Enterprise Cancellation Support:

• Dedicated account manager assistance
• Migration support to alternative solutions
• Extended data retention periods
• Gradual wind-down of services if needed

2. REFUND POLICY

Automatic Refund Eligibility

Guaranteed Refund Situations: We will automatically process refunds in these circumstances:

Duplicate Payments:

• Accidental double charges due to payment processing errors
• Multiple subscriptions accidentally created for the same account
• Bank/card processing glitches resulting in duplicate charges
• Processing Time: 3-5 business days after verification

Charged After Cancellation:

• Any amount taken after we confirmed your cancellation in writing
• Processing Time: 3-5 business days after verification

Service Interruptions:

• Where the platform is unavailable to you for a sustained period, we extend your paid term by the time lost rather than refunding cash, so you get back what you paid for
• This applies to an outage on our side, not to your connectivity, your devices, or an outage at a third-party provider

Discretionary Refund Situations

Case-by-Case Consideration: We may provide refunds in these situations based on individual circumstances:

Service Expectations Not Met:

• Significant features promised but not delivered
• Integration failures that prevent business operations
• Performance issues that substantially impact productivity
• Review Process: Individual assessment within 5 business days

Early Exit From an Annual Plan:

• Business closure, financial hardship, or a merger that brings a different system with it
• What we offer: a pause of up to 60 days, or transfer of the remaining term to another entity you control. An annual term is not refunded pro rata.

Billing Disputes:

• Pricing discrepancies from agreed rates
• Unauthorized plan upgrades or feature additions
• Currency conversion errors in international billing
• Resolution: Investigation and correction within 7 business days

First Subscription, 7 Days

New Customer Protection:

• If this is your first paid subscription with ViveLead and it is a quarterly plan (or a monthly plan started before 9 October 2026), you may ask for a full refund within 7 days of that first payment
• One per customer. It does not apply to a renewal, to a second subscription, or to an annual plan
• Process: email contact@vivelead.com from the registered address with a line on what did not work for you

You have already had a free trial to evaluate the product, which is why this window is short rather than a month long.

Non-Refundable Situations

Clear Exclusions: To maintain fairness for all customers, refunds are not available for:

Service Usage:

• Subscriptions where service has been actively used for business operations
• Data storage, lead processing, or email campaigns already executed
• Custom integrations or configurations that have been completed
• Training or consulting services that have been delivered

Time Limitations:

• A request made more than 7 days after your first quarterly or monthly payment
• A request to cancel an annual plan, at any point in the term
• Any period in which the service was available to you

Three routes sit outside this list and do refund a prepaid annual term pro rata: we end the subscription for our own reasons, we change the Terms to your disadvantage and you leave before the change takes effect, or we miss the uptime commitment badly enough to trigger the exit right in section 9 of the Service Level Agreement. Section 4 of the Terms and Conditions states all three.

External Factors:

• Issues caused by third-party services (email providers, hosting, etc.)
• Problems arising from customer’s internet connectivity or devices
• Business changes that make the service no longer needed
• Competitor pricing or feature comparisons

Policy Violations:

• Accounts terminated for violating Terms of Service
• Misuse of service for unauthorized or illegal activities
• Abuse of refund policy or repeated refund requests

3. REFUND PROCESSING PROCEDURES

Verification and Approval Process

Step 1 - Request Submission:

• Submit refund request via email to contact@vivelead.com
• Include account details, payment information, and reason for refund
• Provide any supporting documentation (receipts, error messages, etc.)

Step 2 - Account Review:

• Our billing team reviews your account history and usage
• Technical team investigates any reported service issues
• Customer success team may contact you to discuss alternatives

Step 3 - Decision and Communication:

• Refund decision made within 5 business days
• Clear communication of approval, denial, or partial refund
• Explanation of reasoning and any alternatives offered

Payment Processing Timeline

Approved Refunds:

• Credit/Debit Cards: 5-7 business days to appear on statement
• Bank Transfers: 7-10 business days depending on bank processing
• UPI and Wallets: 3-5 business days
• International Payments: 10-14 business days including currency conversion

Refund Method:

• Refunds processed to original payment method when possible
• Alternative methods available if original method is unavailable
• Bank fees or currency conversion costs may be deducted from refund amount
• Clear communication of final refund amount and any deductions

International Considerations

Currency and Exchange Rates:

• Refunds in original currency when possible
• Exchange rate fluctuations may affect final amount
• Bank processing fees may apply for international transactions
• Clear disclosure of any fees before processing refund

Regional Regulations:

• Compliance with consumer protection laws in your country
• Additional refund rights may apply based on local regulations
• Documentation provided to meet local legal requirements

4. ALTERNATIVES TO CANCELLATION

Before You Cancel - Let’s Find a Solution

Account Adjustments:

• Downgrade Plans: Reduce features and costs instead of cancelling
• Pause an Annual Term: Once per term, on written request, up to 60 days
• Payment Plan: Extended payment terms for financial difficulties
• Drop Add-Ons: Remove add-ons you are not using to reduce the bill

Technical Support:

• Dedicated Onboarding: Additional training and setup assistance
• Integration Help: Professional services to resolve technical issues
• Custom Configuration: Tailored setup to meet your specific needs
• Performance Optimization: System tuning for better performance

Business Consultation:

• Use Case Analysis: Review how to get more value from ViveLead for your business
• Process Optimization: Recommendations for improving workflow efficiency
• Team Training: Additional training for better user adoption
• Success Planning: Structured approach to achieving your business goals

Migration and Transition Support

Leaving ViveLead: If you do decide to leave, we’ll help make it smooth:

• Data Export: Complete export of all your data in standard formats
• Migration Assistance: Help transferring to alternative solutions
• Documentation: Detailed reports and analytics for historical reference
• Transition Period: Extended access during migration process

Return Customer Benefits:

• Simplified Reactivation: Easy return process if circumstances change
• Historical Data: Secure storage of your data for future reactivation
• Returning Customer Discounts: Special rates for customers who return
• Priority Support: Fast-track setup if you decide to return

5. SPECIAL CIRCUMSTANCES

Force Majeure and Extraordinary Events

Service Interruptions Beyond Our Control:

• Natural disasters affecting our infrastructure
• Global pandemics impacting business operations
• Cyber attacks on critical internet infrastructure
• Government regulations preventing service delivery

Our Response:

• Extended Term: We add the time lost to your paid term, at no charge
• Alternative Solutions: Temporary workarounds when possible
• Transparent Communication: Regular updates on resolution progress

Business Closure and Hardship

Understanding Business Challenges: We recognize that businesses face unexpected challenges:

• Startup Failures: Special consideration for new businesses that don’t succeed
• Economic Hardship: Flexible terms during economic difficulties
• Industry Changes: Adaptation support when industries evolve rapidly
• Acquisition/Merger: Assistance during corporate restructuring

Compassionate Policies:

• Case-by-case review of exceptional circumstances
• A pause or a transfer of the remaining term, rather than a refund
• Extended payment terms to help businesses recover
• Priority reactivation when conditions improve

6. DISPUTE RESOLUTION

Internal Resolution Process

Escalation Path:

1. Customer Success Team: First point of contact for refund discussions
2. Billing Department: Detailed review of payment and usage history
3. Management Review: Senior team assessment for complex cases
4. Executive Review: Final internal review for significant disputes

Timeline Commitment:

• Initial Response: The next working day. Support runs Monday to Saturday, 10:00 to 19:00 IST, and anything sent outside those hours is answered when they resume
• First Decision: Within 5 business days, as set out in section 3
• Escalated Decision: Where a case goes past the billing team to a management or executive review, within 7 business days
• Appeals Process: Additional review available if needed

External Options

Consumer Protection:

• Right to file complaints with relevant consumer protection agencies
• Assistance with regulatory compliance in your jurisdiction
• Documentation support for formal dispute processes
• Cooperation with official investigations

Legal Considerations:

• Disputes are governed by the laws of India, and the process is set out in section 11 of our Terms and Conditions: 30 days to settle it directly, then the courts at Shahjahanpur, Uttar Pradesh if you are in India, or MCIA arbitration seated in Mumbai if you are outside India
• Claims of ₹1,00,000 or less stay out of arbitration, because arbitrating a small claim costs more than the claim
• Good faith effort to resolve issues before formal proceedings
• Cost-effective resolution preferred over litigation

7. POLICY UPDATES AND TRANSPARENCY

Communication of Changes

How We Handle Policy Updates:

• Advance Notice: 30 days notice for any significant policy changes
• Clear Communication: Email notification to all active customers
• Website Updates: Prominent posting of policy changes
• Version History: Previous policy versions available upon request

How a Change Reaches an Existing Subscription:

• A change that reduces your rights or increases your obligations reaches you only after 30 days notice by email, under section 12 of the Terms and Conditions
• If you do not accept it, you may terminate before it takes effect and we refund the unused portion of any prepaid term, pro rata
• A correction that only removes something inaccurate, or a change the law requires, takes effect on publication
• New subscriptions are on the published terms from the day they start

Feedback and Improvement

Your Input Matters:

• Regular customer surveys about policy fairness and clarity
• Open feedback channels for policy suggestions
• Annual review of policy terms based on customer experience
• Transparency reports on refund statistics and trends

Continuous Improvement:

• Benchmark against industry best practices
• Legal review to ensure compliance and fairness
• Customer success team input on common issues
• Technology improvements to streamline processes