Refund & Cancellation Policy

Effective 2026-05-28

1. Current commercial state

Vetra is in an early-access phase. Pilot tenants currently use the Service without subscription fees. As paid plans are introduced, this Policy will be updated and existing customers will be notified at least 30 days before terms change.

2. Cancellation

Customers may cancel their subscription at any time from /settings → Billing (when paid plans are live) or by emailing support@proxie.in with the registered account email. Cancellations take effect at the end of the current billing cycle. We do not pro-rate partial-month usage.

3. Refunds

We offer refunds in the following cases:

• Service unavailability beyond contracted SLA: credit or refund proportional to downtime, on written request within 30 days of the incident.
• Duplicate or erroneous charges: full refund of the duplicated amount.
• Within 7 days of first paid subscription: a one-time full refund is available for new customers, provided no material data breach has occurred and the account is in good standing.

Approved refunds are processed to the original payment method within 7 to 10 working days. Bank-side settlement may add additional time.

4. Data export on termination

On cancellation or termination, you have 30 days to export Customer Data in the formats available at /imports/exports. After this window, we delete or anonymise Customer Data as described in the Privacy Policy.

5. Non-refundable items

• Custom development, migration or training services already delivered.
• Third-party fees passed through (e.g. payment gateway charges).

6. Contact

Refund and cancellation requests: support@proxie.in.