Refund & Cancellation Policy

1. Scope

This policy sets out refund and cancellation rules for the Latch CRM SaaS subscription, the On-Prem licence, the Snagging add-on and WhatsApp / SMS wallet top-ups. It applies to all Customers of Thoughtful Viewfinder Services.

2. Setup fee (₹99,000)

The one-time setup fee is non-refundable once onboarding work has begun, since it funds tenant provisioning, branding, data import and training effort. If you cancel before any onboarding activity has started, a full refund is issued within 14 business days.

3. Monthly subscription

• — SaaS subscription fees are billed monthly in advance and are non-refundable once the month has started.
• — You may cancel at any time after the 12-month minimum term with 30 days' written notice. You will not be billed for the following cycle.
• — Cancellation during the minimum term does not waive the remaining contract value unless terminated for an uncured material breach by Latch.

4. Annual prepay

Under the annual prepay offer (pay 11 months, use 12), refunds are calculated on a pro-rata basis for the unused full months only, net of any discount already applied. No refund is issued on the discount itself.

5. On-Prem licence (₹4,99,000)

On-Prem licence fees are non-refundable once the deployment package has been delivered. If you cancel before delivery, a full refund is issued within 14 business days, less any configuration work already performed (billed at standard day rate).

6. Snagging add-on

The Snagging add-on (SaaS) follows the same rules as the monthly subscription in Section 3. The On-Prem bundled Snagging fee follows Section 5.

7. WhatsApp & SMS wallet

• — Wallet top-ups are non-refundable once credited. Balances do not expire while your subscription is active.
• — On termination of the subscription, any unused wallet balance is forfeited 90 days after the termination date.
• — Failed WhatsApp or SMS sends caused by a Meta / aggregator rejection are auto-reversed to the wallet within 24 hours.

8. Duplicate or erroneous charges

If you notice a duplicate charge or an incorrect invoice, notify us within 30 days of the charge at hello@latchcrm.com. Verified duplicates are refunded in full to the original payment method within 10 business days.

9. How to request a cancellation or refund

Send a written request from the Customer's nominated administrator email to hello@latchcrm.com with the subject line "Cancellation" or "Refund request". We will respond within 3 business days.

10. Data export on cancellation

On cancellation, we provide a one-command export of your tenant database at no extra charge. The export is available for 30 days after the termination date, after which the tenant database is permanently deleted.

11. Contact

Refund or cancellation queries: hello@latchcrm.com. Thoughtful Viewfinder Services, Pune, Maharashtra, India.