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Refund & Cancellation Policy

Effective Date: 26 September 2026 | Last Updated: 30 September 2026

This Cancellation and Refund Policy ("Policy") governs all subscriptions, prepaid wallet recharges, messaging usage credits, and software license fees purchased through POHO Labs (a product operated by PH Online Ventures Pvt Ltd, "Company", "we", "us").

We aim to provide a transparent billing process. By subscribing to POHO or recharging your tenant messaging wallet, you agree to the terms outlined in this Policy.

1. Subscription Cancellations

1.1. Self-Serve Account Cancellation: Tenant administrators can cancel their POHO SaaS subscription at any time directly through the Settings & Billing dashboard within the POHO Web Application.

1.2. Effect of Cancellation: Cancellation stops future auto-renewals. Your workspace will remain active with full access to features until the end of your current paid billing cycle (monthly or annual). No partial refunds or pro-rated credits are issued for unused days in a standard monthly subscription period.

2. Prepaid Wallet Balances

2.1. Nature of Prepaid Wallet: POHO utilizes a prepaid wallet system to cover pay-as-you-go communication delivery and transactional email overages.

2.2. Non-Expiry & Transferability: Wallet balances credited to an active workspace do not expire as long as the account remains in good standing. Wallet balances are tied to the specific tenant entity and are non-transferable to other workspace accounts.

2.3. Refund of Unused Wallet Funds upon Account Closure: If a tenant permanently closes their POHO account and requests wallet liquidation, any remaining unspent prepaid messaging balance (excluding bonus credits or promotional grants) will be refunded to the original payment source after deducting a 5% administrative and payment gateway processing fee.

3. Refund Eligibility Criteria

Refunds will be evaluated and issued under the following specific circumstances:

  • Duplicate Charges & Payment Processing Errors: If you are charged twice for a single transaction due to a technical glitch, or if your card/bank account is debited without updating your POHO wallet balance, we will issue a 100% refund of the duplicate amount;
  • Annual Subscription Risk-Free Window: Tenants who purchase an annual subscription plan may request a full refund within fourteen (14) calendar days of initial purchase if the service fails to meet operational requirements;
  • Extended Platform Outage: If POHO experiences an unscheduled platform downtime exceeding forty-eight (48) consecutive hours caused solely by POHO infrastructure, affected tenants may request a pro-rated credit or refund for the outage period;
  • Permanent Service Discontinuation: In the event that PH Online Ventures Pvt Ltd permanently ceases operating the POHO Platform, all active tenants will receive a pro-rata refund for unused subscription periods and 100% of unspent prepaid wallet balances.

4. Non-Refundable Items & Conditions

Refunds will NOT be granted under the following conditions:

  • Account Termination for Policy Violation: Accounts suspended or terminated due to spamming, bulk unsolicited messaging, fraudulent activities, or violations of acceptable use policies;
  • Third-Party Delivery Fees Already Consumed: Carrier and network delivery fees incurred through third-party upstream providers are strictly non-refundable once dispatched;
  • Delays in Third-Party Account Approvals: Delays caused by third-party platform approval queues or external provider account reviews do not constitute grounds for subscription refunds;
  • Failure to Cancel Before Renewal Date: Subscriptions that auto-renew due to failure to cancel prior to the renewal date are non-refundable for the renewed billing cycle.

5. Refund Request & Settlement Process

5.1. Submitting a Claim: To request a refund, send an email to support@poholabs.com from your registered tenant administrator email address. Include your company name, invoice number, payment transaction reference ID, and a detailed description of the claim.

5.2. Verification SLA: Our finance team will review and verify the request within two (2) business days.

5.3. Payout SLA: Upon approval, refunds are processed back to the original payment method (Credit Card, Debit Card, Netbanking, UPI, or Wallet via Razorpay/Stripe). Standard processing time is 5 to 7 business days for the funds to reflect in your bank account, depending on your card issuer or banking institution.

6. Chargebacks & Payment Disputes

We encourage customers to contact support directly to resolve any billing issues before filing a chargeback with their bank. Unjustified chargebacks filed without prior communication will result in immediate suspension of tenant workspace access and potential blacklist across payment gateways.

7. Merchant Contact Information

For any questions or clarification regarding this Refund & Cancellation Policy, please contact us:

PH Online Ventures Pvt Ltd
Email: support@poholabs.com
Website: https://poholabs.com