Refund Policy

1. Overview

Goalka offers a Software-as-a-Service (SaaS) platform on a subscription basis. As a digital service, the nature of refunds differs from physical goods. This policy is designed to be fair and transparent while acknowledging the realities of delivering cloud-based AI services.

All prices on the Goalka platform are in Indian Rupees (INR) and are exclusive of Goods and Services Tax (GST) at 18%, unless explicitly stated otherwise. GST-compliant invoices are issued automatically for every payment and are available in Settings → Billing → Invoices.

2. Free Tier

The Free tier is available at no charge indefinitely. There are no payments associated with the Free tier and therefore no refund scenarios apply. You may upgrade to a paid tier at any time, and the upgrade amount will be charged immediately at the prorated rate for the remainder of the billing cycle.

3. Monthly Subscription Refunds

Monthly subscriptions are billed at the start of each calendar month. The following refund rules apply:

4. Annual Subscription Refunds

Annual plans are offered at a 20% discount over equivalent monthly billing. Annual billing is charged upfront for 12 months.

5. AI Credit Pack Refunds

AI Credit Packs are prepaid token credits added to your account balance. Because the infrastructure costs associated with AI token processing are incurred at the time of the API call rather than at the time of credit purchase, credit packs are non-refundable under the following principle: once a credit pack is purchased and added to your account balance, the capacity has been provisioned.

Exceptions:

• If your account is suspended by Goalka for reasons other than your breach (e.g., platform closure), any unconsumed credit pack balance will be refunded in full
• If a technical error on Goalka's side incorrectly deducted tokens from your balance, we will restore the deducted amount — contact support@goalka.com with the relevant command ID
• Credit packs expire 12 months from purchase. No refund is issued for expired unused credits; we will notify you 30 days before expiry

6. Audio Minute Pack Refunds

Audio Minute Packs provide additional voice transcription minutes via AssemblyAI Medical Mode. The same non-refundable principle applies as for AI Credit Packs — once purchased, the transcription capacity has been provisioned with our upstream service provider.

Audio minutes expire 12 months from purchase. Technical deductions errors are correctable — contact support with the relevant session ID.

7. Trial Periods & Promotional Plans

From time to time, Goalka may offer free trial periods or promotional pricing for new subscribers. Specific terms for such offers will be stated at the time of sign-up. General rules:

• Free trials convert to paid plans at the end of the trial period unless cancelled before the trial end date
• Cancellation during a free trial results in immediate downgrade to the Free tier with no charge
• If a charge occurs during a trial period due to a technical error, a full refund will be processed within 5 business days
• Promotional discounts applied to the first billing cycle do not carry forward to renewal unless explicitly stated
• Promotional plan terms (e.g., extended trial via referral code) do not override the standard refund windows above — the 7-day / 30-day windows apply from the first paid charge

8. How to Request a Refund

To request a refund, follow these steps:

1. 1Email billing@goalka.com: Include your registered email address, the Razorpay payment ID (visible in Settings → Billing → Invoices), the amount, and a brief reason for the refund request.
2. 2Receive acknowledgement: We will acknowledge your request within 24 business hours and confirm your refund eligibility based on this policy.
3. 3Approval or rejection: If eligible, we will initiate the refund to your original payment method within 2 business days of approval. You will receive a confirmation email with the Razorpay refund reference ID.
4. 4Dispute escalation: If you disagree with a refund decision, you may escalate to legal@goalka.com. If the dispute is not resolved within 15 business days, you may raise a chargeback with your bank or card issuer, or file a complaint with the Consumer Forum under the Consumer Protection Act, 2019.

9. Refund Processing & Timelines

Approved refunds are processed as follows:

The timelines above are Razorpay's standard processing windows. Goalka initiates refunds within 2 business days of approval. The actual credit to your account depends on your bank or payment provider's processing schedule, which is outside Goalka's control.

Refunds are processed in INR. For international cards billed in foreign currency, your card issuer determines the refund exchange rate, which may differ from the original charge rate. Currency conversion differences are not compensated by Goalka.

10. Exceptional Circumstances

We recognise that circumstances outside the standard policy may arise. The following exceptional circumstances will be reviewed on a case-by-case basis:

• —Service Outage During Billing Period: If Goalka experiences a prolonged service outage (exceeding 24 consecutive hours) that affects a material portion of the platform features you have subscribed to, you may request a prorated service credit for the affected period. Credits are applied to the next billing cycle, not issued as cash refunds, unless the account is being closed.
• —Duplicate Charge: If you have been charged twice for the same subscription period due to a technical error, a full refund for the duplicate charge will be processed within 5 business days of us confirming the duplicate via Razorpay records.
• —Fraudulent Charge: If an unauthorised payment was made using your account, report it immediately to billing@goalka.com and to your bank. We will cooperate fully with your bank's chargeback investigation and Razorpay's fraud review process.
• —Death or Permanent Incapacity: In the event of the account holder's death or permanent incapacity, the legal heir or authorised representative may request a prorated refund for any unused prepaid subscription period. Supporting documentation (death certificate or medical certificate) will be required.
• —Medical Emergency (India): We acknowledge the demanding nature of medical practice. If a medical emergency or extended hospitalisation has prevented you from using the platform during a billing period, contact us with documentation and we will review your case sympathetically.

11. GST & Tax Treatment

All Goalka subscriptions and add-ons attract GST at 18% (SAC Code: 998314 — Information Technology Services). The following applies to refunds with a GST component:

• When a refund is approved, a GST Credit Note (as required under CGST Rules) will be issued within 30 days of the refund
• The GST refund amount will be returned to you proportional to the subscription amount refunded
• If you have claimed input tax credit (ITC) on the original invoice, you are responsible for reversing the ITC proportional to the refunded amount in your GST returns
• Goalka's GSTIN is available on all invoices issued through Settings → Billing → Invoices

12. Razorpay Payment Gateway Terms

All payments on Goalka are processed by Razorpay Payments Private Limited, incorporated in India and regulated by the Reserve Bank of India as a Payment Aggregator (PA). By making a payment on Goalka, you agree to:

• Razorpay's Terms of Service at razorpay.com/terms
• Razorpay's Privacy Policy at razorpay.com/privacy

Goalka does not store card numbers, CVVs, or UPI VPAs. All payment instrument data is tokenised and held by Razorpay in compliance with PCI DSS Level 1 and RBI tokenisation guidelines. For payment disputes not resolved by Goalka, you may contact Razorpay's grievance officer at grievance@razorpay.com.

13. Consumer Rights Under Indian Law

As a consumer of a digital service in India, you have rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020:

• —Right to Information: You are entitled to complete and accurate information about the subscription plans, features included, and refund terms before making a purchase. This policy, our pricing page, and Terms of Service provide that disclosure.
• —Right to Redressal: If your refund request is rejected and you believe the rejection is unfair, you may file a complaint with the National Consumer Disputes Redressal Commission (NCDRC) or your state consumer forum. For disputes of ₹20 lakh or below, the District Consumer Forum has jurisdiction. For ₹20 lakh to ₹1 crore, the State Commission. For above ₹1 crore, the NCDRC.
• —Right to a Grievance Officer: Under the Consumer Protection (E-Commerce) Rules, 2020, our designated grievance officer can be reached at legal@goalka.com. We are required to acknowledge complaints within 48 hours and resolve within one month.

14. Contact

This policy is governed by the laws of India. Disputes arising from this policy are subject to the Consumer Protection Act, 2019 and, for commercial disputes between businesses, the Arbitration and Conciliation Act, 1996 with seat in Bengaluru, Karnataka.