Cancellation & Refund Policy

Subscription Cancellation

You may cancel your LoanKone subscription at any time by submitting a written cancellation request via email to grievance@loankone.com or through the account settings panel within the LoanKone dashboard. The following conditions apply to all cancellations:

• Monthly Subscriptions: Cancellations must be submitted at least 7 calendar days before the next billing cycle to avoid being charged for the subsequent month. Access to the platform will continue until the end of the current billing period.
• Annual Subscriptions: Cancellations must be submitted at least 30 calendar days before the renewal date. Access to the platform will continue until the end of the current annual term.
• Trial Accounts: Free trial accounts may be cancelled at any time with immediate effect and no charges will be applied.

Upon cancellation, your account data will be retained for a period of 60 days, after which it may be permanently deleted in accordance with our Privacy Policy. You may request a data export at any time before this window closes by contacting our support team.

Refund Eligibility

LoanKone offers refunds under the following circumstances. All refund requests are evaluated on a case-by-case basis, and LoanKone reserves the right to make the final determination on eligibility.

Eligible for Refund

• New Subscriptions — 7-Day Money-Back Guarantee: If you are a first-time subscriber and are not satisfied with the product, you may request a full refund within 7 calendar days of your initial payment. This guarantee applies only to the first billing cycle.
• Service Unavailability: If LoanKone experiences a verified service outage exceeding 72 consecutive hours that renders the platform entirely inaccessible, you may be eligible for a pro-rata credit or refund for the affected period.
• Duplicate Charges: If you have been charged more than once for the same billing cycle due to a technical error, LoanKone will refund the duplicate amount in full upon verification.
• Annual Plan — Early Cancellation: If you cancel an annual subscription within 30 days of the billing date and have not substantially used the services during that period, you may be eligible for a pro-rata refund for unused months, at LoanKone's discretion.

Not Eligible for Refund

• Requests submitted after the applicable refund window has expired.
• Monthly subscription fees for periods already accessed and used.
• Cancellations resulting from failure to cancel before the next renewal date where adequate notice was not given.
• Accounts that have violated LoanKone's Terms and Conditions.
• One-time setup fees, onboarding fees, or professional services charges.
• Add-on services, API call charges, or usage-based fees that have already been consumed.

Refund Process

To request a refund, please follow the steps outlined below. Incomplete requests may result in delays or denial.

1. Submit a Request: Send an email to grievance@loankone.com with the subject line "Refund Request — [Your Account Name / Organisation Name]".
2. Provide Required Details: Include your registered email address, subscription plan, date of purchase, payment reference or transaction ID, and the reason for your refund request.
3. Verification: Our team will review your request and respond within 5 business days to confirm eligibility and any additional information required.
4. Processing: Once approved, refunds will be processed within 7–10 business days. The amount will be credited to the original payment method used at the time of purchase.

Please note that processing times may vary depending on your bank or payment provider. LoanKone is not responsible for delays caused by third-party financial institutions. Refunds will be issued in Indian Rupees (INR) and are subject to applicable taxes as required by Indian law.

Non-Refundable Items

The following charges are strictly non-refundable under all circumstances:

• Implementation & Onboarding Fees: Charges for initial setup, data migration, system configuration, and onboarding sessions are non-refundable once the work has commenced.
• Training & Consulting Services: Fees for training sessions, workshops, consulting engagements, and any professional services delivered by LoanKone personnel.
• Custom Development: Charges for custom features, integrations, or modifications developed specifically for your organisation are non-refundable upon delivery.
• Third-Party Service Costs: Any charges passed through from third-party providers (e.g., SMS gateways, KYC verification providers, bureau pulls) cannot be refunded as these costs are incurred directly by LoanKone on your behalf.
• Partially Used Billing Cycles: Monthly subscription fees for a billing cycle that has already begun will not be refunded on a pro-rata basis unless the service was unavailable as defined under the refund eligibility criteria above.

Disputes

If you believe a charge has been applied in error or disagree with LoanKone's assessment of a refund request, you may escalate the matter by writing to our Grievance Redressal Officer at grievance@loankone.com. Please include all relevant transaction details, prior correspondence, and a clear description of your concern.

LoanKone will acknowledge escalated disputes within 3 business days and aim to resolve them within 15 business days. All disputes are governed by the laws of India, and any unresolved matters shall be subject to the exclusive jurisdiction of courts in Patna, Bihar, India.

Initiating a chargeback with your bank without first contacting LoanKone may result in the suspension of your account pending resolution of the dispute. We strongly encourage customers to contact us directly to resolve billing concerns before engaging their payment provider.

Contact Us

For any questions regarding this Cancellation and Refund Policy, or to submit a cancellation or refund request, please reach out to us through the following channels:

• Email: grievance@loankone.com
• Phone: +91 93105 50596
• Registered Address: Loankone, R-HUB, First Floor, Vihar Vidyapith, Sadaquat Ashram, Patna, Bihar, 800010

Our support team is available Monday to Friday, 10:00 AM to 6:00 PM IST, excluding public holidays. We are committed to addressing your concerns promptly and fairly.