1. Purpose and Scope
This policy is issued by Ra Knomi, a sole proprietorship registered as a micro enterprise under the MSMED Act, 2006, which provides the KNOMI platform. At KNOMI, we prioritize open, fair, and transparent commercial relationships with every restaurant we work with. 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 written to align with Reserve Bank of India (RBI) guidelines, consumer protection regulations, and the standard merchant requirements of Indian payment aggregators such as Razorpay, Cashfree, and Stripe India.
2. Trial Cancellation
Where KNOMI offers a trial, its length, the tables it covers, and any fees are confirmed with you in writing before it begins:
Any fees for a trial are set out in the written trial terms. If an operator concludes that KNOMI does not match their operational flow, they may discontinue at any point before the agreed trial period ends. No cancellation penalties, hidden fees, or clawbacks will 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 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
Where KNOMI and an operator agree a prepaid annual plan, 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
If we make a billing error, we will put it right:
- Duplicate Transactions: If technical synchronization errors cause your account to be billed multiple times for the same subscription period, KNOMI will refund the duplicate charge in full once it is verified.
- 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: If KNOMI does not meet its 99.5% monthly availability target 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 line 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
Where KNOMI provides physical or custom work for your restaurant, it is non-refundable once produced or delivered:
- Custom-made physical table QR stands, tags, or plaques once manufactured and shipped.
- Bespoke illustration, design, or photography work once it has been delivered.
- Custom software development or third-party POS integration work delivered to an agreed specification.
8. Billing Support Contact
If you have questions regarding an invoice, subscription renewal, or wish to request a cancellation, our team is available to assist you: