1. Purpose and Scope
At KNOMI, we prioritize open, fair, and transparent commercial relationships with all restaurant partners. This Cancellation and Refund Policy governs software subscriptions, onboarding fees, and billing dispute resolutions across our business-to-business (B2B) hospitality platform.
This policy is formulated in full accordance with Reserve Bank of India (RBI) guidelines, consumer protection regulations, and standard merchant compliance requirements established by leading Indian payment aggregators including Razorpay, Cashfree, and Stripe India.
2. 14-Day Zero-Obligation Pilot Cancellation
We invite restaurants to experience the tangible operational ROI of KNOMI risk-free through our 14-day pilot rollout:
During the initial 14-day pilot, zero recurring subscription fees are charged. If an operator concludes that KNOMI does not match their operational flow, they may discontinue at any point before the 14th day. No cancellation penalties, hidden fees, or clawbacks will ever apply.
3. Monthly Subscription Cancellation Terms
Monthly subscriptions provide hospitality operators maximum flexibility without multi-year commitments:
- How to Cancel: You may initiate cancellation at any time directly through your merchant management console or by emailing billing@knomi.in with your registered restaurant name and outlet ID.
- Notice Period: Cancellation requests should be submitted at least 2 business days prior to your scheduled monthly billing date to prevent automated recurring debits.
- Service Continuance: Upon cancellation, your account remains active and operational through the end of the currently paid monthly billing cycle. No further recurring deductions will occur.
- Partial Month Usage: Subscription payments already disbursed for the current active billing cycle are non-refundable for partial month usage.
4. Annual Subscription Cancellation and Pro-Rata Refunds
To reward operators making long-term commitments, KNOMI offers substantially discounted annual plans. For annual subscribers, the following cancellation terms apply:
| Cancellation Window | Refund Eligibility | Calculation Basis |
|---|---|---|
| Within First 30 Days | Eligible for Pro-Rata Refund | Full refund of the remaining 11 unused calendar months, minus payment gateway processing fees. |
| After 30 Days | No Mid-Term Cash Refund | Service remains operational until the 12-month term expires; automatic renewal is deactivated. |
5. Billing Errors, Duplicate Deductions, and SLA Downtime
We maintain an error-free billing guarantee:
- Duplicate Transactions: If technical synchronization errors cause your account to be billed multiple times for the same subscription period, KNOMI will issue a 100% full refund for the duplicate charge immediately upon verification.
- Dispute Reporting: Please notify us of any perceived billing error within 7 calendar days of receiving the electronic invoice or debit alert by writing to billing@knomi.in.
- SLA Downtime Credits: In the rare event that KNOMI fails to meet our 99.9% monthly availability SLA for core ordering services, impacted operators are granted pro-rated service credits towards their next renewal cycle.
6. Refund Processing Timeline and RBI Method Directives
In strict compliance with Reserve Bank of India (RBI) regulations and merchant banking standards:
Once KNOMI initiates a refund, you will receive an automated payment gateway reference ID (e.g. Razorpay or Cashfree refund ARN) to track the reversal directly with your banking institution.
7. Non-Refundable Items
Certain physical and custom fulfillment services are non-refundable once produced or delivered:
- Custom fabricated physical table QR stands, metal tags, or NFC acrylic plaques once manufactured and shipped.
- Bespoke food photography or on-site studio production sessions once the creative shoot has concluded.
- Custom proprietary software engineering or third-party legacy POS API bridge development delivered to specification.
8. Billing Support Contact
If you have questions regarding an invoice, subscription renewal, or wish to request a cancellation, our dedicated accounts team is available to assist you: