Refund Policy

Effective Date: [28/07/2026]
Last Updated: [28/07/2026]

Munim ERP Private Limited (“Munim,” “we,” “us,” or “our”) is committed to providing reliable accounting, billing and GST return filing software.

This Refund and Cancellation Policy explains the circumstances in which a customer may qualify for a refund, how refund requests must be submitted and the exclusions that apply.

Munim offers a limited 7-Day Product Assurance for eligible paid software subscriptions. It is not a general satisfaction, change-of-mind or no-questions-asked refund guarantee.

Refund Eligibility Requirements

To qualify for a refund under the 7-Day Product Assurance, all the following conditions must be satisfied:

Eligible purchase: The request must relate to an eligible paid Munim software subscription.
Seven-day reporting period: For a first paid purchase, the customer must submit the refund request within 7 calendar days of the original purchase date shown on the invoice. Where the request relates to a subscription renewal made in reliance on an eligible written feature commitment, the customer must submit the request within 7 calendar days after the committed delivery date or the end of the written delivery period.
Official support channel: The request must be submitted to support@themunim.com or through Munim’s official Contact Us form.
Required information: The customer must provide the information reasonably required to verify the purchase and investigate the issue.
Reproducible issue: Munim’s support team must be able to verify or reproduce the reported issue.
Major impact: The issue must materially prevent the use of a core software function included in the purchased plan.
Customer cooperation: The customer must reasonably cooperate with the troubleshooting process.
Unresolved issue: The verified Major Technical Issue must remain unresolved after the applicable troubleshooting period.

Submitting a refund request does not automatically confirm eligibility. Each request will be reviewed according to this policy.

Circumstances Not Eligible for a Refund

A refund will not be provided for the following:

Change of mind or personal preference;
Deciding that Munim is not the right fit for the customer;
Switching to another accounting, billing or GST software;
Short-term, temporary or one-time use of the software;
Using the software to complete a filing, generate documents, prepare reports or complete another intended activity before requesting a refund;
Features or integrations that are not included in the purchased plan;
Features that were not officially represented as available at the time of purchase;
Requests for future features, product enhancements or custom development;
Minor bugs, cosmetic issues or usability concerns that do not materially prevent core software use;
Incorrect data entry, incomplete information or user error;
Incorrect account, company, tax, GSTIN or software configuration;
Failure to follow the instructions or reasonable guidance provided by Munim’s support team;
Use outside Munim’s published or supported device, browser or system requirements;
Problems caused by the customer’s device, hardware, operating system, internet connection, local network, firewall or security settings;
Issues caused by third-party software, integrations, payment gateways, banks or service providers outside Munim’s reasonable control;
Temporary downtime, restrictions, changes or failures involving the GST portal, government systems, government APIs or other third-party platforms outside Munim’s reasonable control;
Issues caused by inaccurate, corrupted, incomplete or incompatible data imported from another system;
Failure to use available trial access to evaluate the product before purchasing;
Subscription renewals, except where the customer qualifies under the written feature commitment exception described in this policy or where a refund is otherwise required by applicable law;
Custom development, software customisation, implementation, training, migration or personalised services after the work has started;
One-time services or downloadable products after delivery or processing has started;
Accounts suspended or terminated because of fraud, misuse or violation of Munim’s Terms and Conditions; or
Any product or service clearly identified as non-refundable before the purchase was completed.

An issue involving a third-party system may still be considered when Munim verifies that the underlying failure was caused by a defect in Munim’s software rather than by the third-party service.

Scope of the 7-Day Product Assurance

The 7-Day Product Assurance applies when a verified major technical issue:

Is attributable to Munim’s software;
Materially prevents the customer from using a core function included in the purchased plan;
Is reported within 7 calendar days of the original purchase date;
Can be reproduced by Munim’s support team on a supported device, browser or system configuration; and
Remains unresolved after the troubleshooting period described in this policy.

When all eligibility conditions are satisfied, Munim will provide a full refund of the amount paid for the eligible software subscription.

Unless expressly stated otherwise in writing, the 7-Day Product Assurance applies only to the customer’s first paid purchase of the relevant Munim product subscription and does not ordinarily apply to subscription renewals.

However, a customer may qualify for a full refund of an applicable renewal invoice where, before making the renewal payment, an authorised Munim representative provided a specific written commitment through an official Munim communication channel that a named feature already under active development would become available by a stated date or within a clearly defined period, and the customer renewed in reliance on that commitment.

If the committed feature is not made available within the stated period, the customer must submit the refund request within 7 calendar days after the committed delivery date or the end of the stated period. The customer must provide the relevant written communication with the refund request.

General product-roadmap statements, tentative release estimates, verbal assurances or messages sent through personal or unofficial communication channels will not qualify unless the commitment was subsequently confirmed in writing through an official Munim channel.

Meaning of a Major Technical Issue

A Major Technical Issue means a reproducible software defect attributable to Munim that materially prevents the customer from using a core function that:

Is included in the purchased subscription plan; and
Was officially represented as available at the time of purchase.

A core function is a principal function required for the normal use of the purchased Munim product. It does not include optional functionality, third-party services or features that are not included in the customer’s plan.

A Major Technical Issue does not include minor bugs, cosmetic issues, usability preferences or other issues that do not materially prevent the customer from using the software.

Information Required for a Refund Request

The customer should include the following information when submitting a refund request:

Registered customer or company name;
Registered email address and phone number;
Munim account or company details;
Purchase invoice or transaction reference;
Name of the purchased product and plan;
Date of purchase;
Clear description of the technical issue;
Steps required to reproduce the issue;
Relevant screenshots, screen recordings, error messages or supporting information; and
Details of any troubleshooting already completed with Munim’s support team.

Munim may request additional information where reasonably necessary to verify or investigate the issue.

For their security, customers must not share passwords, OTPs, UPI PINs, card PINs, CVVs, internet banking passwords or other authentication credentials with Munim employees, customer care representatives, sales representatives, payment agents, or any third party.

Munim will never request these credentials to investigate, approve or process a refund. Customers may only be asked to provide the bank account information listed in this policy through an official Munim communication channel so that an approved refund can be transferred securely.

Valid Refund Request Channels

For this policy, an “official written communication” means an email sent from an official Munim email address or a written message or support ticket sent through a designated Munim communication channel that can be verified in Munim’s records.

Refund requests must be recorded through Munim’s official support email address or official support request form. A request made through a telephone call, video meeting, sales representative, social media, WhatsApp or in-person conversation will be considered received only when:

The customer submits or confirms the request through an official written channel; or
Munim’s support team records the request in a written support ticket and acknowledges it to the customer.

Any feature commitment or delivery assurance made verbally will be considered valid for refund eligibility only when it was subsequently confirmed in an official written communication before the relevant purchase or renewal.

The written refund request or acknowledged support ticket must be created within the applicable eligibility period. Submission of a request does not automatically confirm refund eligibility.

Only authorised Munim personnel may review, approve and process refund requests.

Troubleshooting and Resolution Period

After receiving a refund request, Munim will review the submitted information and determine whether additional information or troubleshooting is required.

The customer must provide reasonable cooperation, which may include:

Sharing screenshots, error messages or screen recordings;
Providing test data that does not contain unnecessary confidential information;
Repeating the affected process with the support team;
Confirming the device, browser or system configuration being used; or
Providing controlled access where reasonably required and permitted under applicable security and privacy practices.

Once Munim has received the information reasonably required to investigate the issue, the customer will be informed that the troubleshooting period has started.

Munim will have up to 7 business days from the start of the troubleshooting period to resolve the verified Major Technical Issue.

If the issue remains unresolved after this period and all other eligibility conditions are satisfied, the refund request will be approved.

Time during which Munim is waiting for information, confirmation or access from the customer will not be counted as part of the troubleshooting period.

Subscription Upgrades, Credits and Add-Ons

Purchasing additional users, credits, GSTIN packs, companies, storage, upgrades or other add-ons does not restart or extend the seven-day refund eligibility period for the underlying product subscription.

Refund eligibility will be calculated from the original purchase date of the affected Munim product subscription, not from the date of an upgrade or add-on purchase.

An add-on may be included in an approved refund only when:

It was purchased within the same eligibility period;
It is directly connected with the eligible subscription;
The same verified Major Technical Issue makes the add-on unusable; and
Munim approves its inclusion in the refund.

Add-ons, credits or services that have been consumed, used or separately delivered are not refundable unless required by applicable law.

Subscription and Account Transfers

Munim subscriptions, credits, add-ons and other purchases are non-transferable between separate accounts or companies unless Munim expressly approves the transfer in writing.

Deleting a paid company or account does not entitle the customer to:

Transfer its subscription to another account or company;
Transfer previously purchased credits or add-ons;
Receive a refund automatically; or
Restart the refund eligibility period.

Deleting a company or account will not invalidate an otherwise eligible refund request that was properly submitted within the applicable period.

Cancellation Policy

A customer may cancel a subscription to prevent a future renewal where an automatic renewal facility is available.

Cancelling a subscription:

Does not automatically create refund eligibility;
Does not provide a refund for the unused portion of the current subscription period;
Does not replace the requirement to submit a separate refund request; and
Does not extend the seven-day refund eligibility period.

A cancellation submitted during the seven-day eligibility period will qualify for a refund only when all conditions of the 7-Day Product Assurance are satisfied.

One-time services, customisation, implementation, migration, training or personalised services cannot be cancelled after work has started.

Failure to use the software, forgetting to cancel a subscription or failing to review the plan’s features before purchasing does not automatically create refund eligibility.

Review and Decision on Refund Requests

Munim will assess each request using the information submitted by the customer, available system records and the findings of the support team.

Munim may reject a refund request where:

The reported issue does not qualify as a Major Technical Issue;
The issue cannot be reproduced or verified;
The request was submitted after the eligibility period;
The affected feature is not included in the purchased plan;
The customer does not provide the information reasonably required for investigation;
The issue was resolved within the troubleshooting period;
The claimed feature commitment was not provided before the renewal, was not specific about the feature and delivery period, or cannot be verified through an official Munim communication channel;
The request falls under an exclusion listed in this policy; or
There is reasonable evidence of fraud, temporary use, repeated refund abuse or policy misuse.

Where a request is rejected, Munim will communicate the outcome to the customer through the registered email address or support ticket.

Nothing in this policy limits any right or remedy that cannot legally be excluded under applicable law.

Effect of an Approved Refund

Once a refund is approved:

The affected paid subscription will be cancelled;
Access to the corresponding paid features may be disabled;
Unused credits or add-ons covered by the approved refund may be cancelled;
The customer will no longer be entitled to use the refunded product or service; and
Munim will issue or adjust the applicable credit note, invoice record or other tax document as required under GST and accounting rules.

Customers are responsible for exporting and retaining any required business records before paid access is cancelled.

Approval of a refund does not automatically mean that the customer’s account or stored data will be permanently deleted. Account deletion and data-retention requests will be handled separately according to Munim’s Privacy Policy, internal retention practices and applicable law.

Refund Amount

An approved 100% refund will cover the full amount paid by the customer against the eligible invoice, including GST charged on that invoice, where applicable.

Munim will not deduct payment gateway charges, refund-processing costs, bank transfer charges or other internal administrative fees from the approved refund amount.

Discounts, coupons or promotional adjustments applied to the original invoice will already be reflected in the invoice amount and will not be refunded separately.

Munim may issue a credit note or other applicable tax document in accordance with GST, accounting and invoicing requirements.

Refund Processing

Once a refund is approved, Munim will initiate the refund within 5 business days by transferring the approved amount to a verified bank account provided by the customer.

To process the bank transfer, Munim may request:

Account holder’s name;
Bank name;
Account number;
IFSC code;
A cancelled cheque bank statement header or other account-verification document, where reasonably required; and
Any other information reasonably necessary to verify the beneficiary.

Wherever reasonably possible, the bank account should belong to the customer or company named on the eligible invoice. If the customer requests payment to a different bank account, Munim may require written authorisation and additional verification before processing the refund.

Munim will transfer the 100% approved refund amount without deducting its internal processing or bank transfer charges.

After Munim initiates the transfer, the amount may take additional time to appear in the customer’s account depending on the receiving bank’s processing timeline. Munim will provide confirmation after the transfer has been initiated.

Customers are responsible for providing complete and accurate bank details. Any delay caused by incorrect, incomplete or unverifiable information will not be counted within Munim’s five-business-day processing period.

Refund-processing time begins after the request has been approved and the required verified bank details have been received, not from the date on which the original complaint or refund request was first submitted.

Policy Misuse and Fraud Prevention

Munim may reject a refund request or take appropriate account action where there is reasonable evidence of:

Fraudulent information or documents;
Deliberate misuse of the product;
Repeated or abusive refund requests;
Temporary use of the software to complete a specific transaction, filing or business activity;
Manipulation of account or payment information;
Unauthorised account access;
Violation of Munim’s Terms and Conditions; or
Failure to cooperate with reasonable security or troubleshooting requirements.

These measures do not affect rights that cannot be excluded under applicable law.

Grievance Redressal and Contact Information

Refund-related complaints should be submitted using the following details:

Grievance Officer: Prakash S B
Designation: Manager – Support
Email: support@themunim.com
Phone: 9898665536
Official Form: Contact Us
Corporate Office: 2nd Floor, Plot No. 240, Identix House, Poddar Arcade to L. H. Road, Varachha Road, Surat, Gujarat – 395006

Munim will acknowledge refund-related complaints within 48 hours of receipt and will endeavour to resolve them within one month, subject to receiving the information and cooperation reasonably required from the customer.

Relationship With Other Munim Policies

This Refund and Cancellation Policy must be read together with Munim’s:

Terms and Conditions;
Privacy Policy;
Applicable subscription or order terms; and
Plan-specific terms presented at the time of purchase.

Munim will endeavour to ensure that promotional summaries, pricing-page messages and sales communications remain consistent with this policy.

If a promotional summary is abbreviated or ambiguous, this detailed policy will apply, subject to any specific written terms presented and accepted at the time of purchase and any rights available under applicable law.

The version of this policy effective on the customer’s original purchase date will ordinarily apply to that purchase. Material policy changes will not retrospectively reduce refund rights already available for an earlier purchase.