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Legal · v2.0.0

Cancellation, Refund and Shipping Policy

Last updated 2026-09-05.

This Cancellation, Refund and Shipping Policy (the “Policy”) applies to every plan and service that The Deep Intelligence (also trading as Deepint AI; “we”, “us”, “our”), registered in India under GSTIN 29CKBPM5980N1ZD, with our principal place of business at Alpine Fiesta, Hoodi Main Road, Saketha Nagar Layout, Hoodi, Bengaluru 560048, Karnataka, India, provides through the DeepintShield platform at https://app.deepintshield.com and the website https://deepintshield.com (together, the “Services”).

This Policy forms part of our Terms and Conditions (the “Terms”) and should be read together with them and with our Privacy Policy. Capitalised words have the meaning given in the Terms. If this Policy and the Terms conflict, the Terms prevail. Where you buy under a separately signed Enterprise, Self-Hosted or Enterprise-VPC agreement, the commercial terms of that agreement prevail over this Policy to the extent they differ.

DeepintShield is a cloud-based software service. We do not sell, ship or deliver physical goods, so no physical shipping, return or exchange applies; Part B explains how access is delivered instead. Nothing in this Policy limits any right you have under the Consumer Protection Act, 2019 that cannot be waived by agreement.

Table of contents

  1. Plans, billing and renewal
  2. Cancelling a subscription
  3. Cancellation by us
  4. Refunds
  5. Chargebacks and disputes
  6. Digital delivery; no physical shipping
  7. When your plan is activated
  8. Service availability
  9. Exchanges
  10. Contact us
  11. Version history

Part A - Cancellation and refunds

1. Plans, billing and renewal

1.1 Plans. DeepintShield is offered on a free Developer plan and on paid Team and Business plans, billed monthly or annually in the currency shown at checkout (Indian Rupees or US Dollars). The plan, billing cadence, currency and recurring amount are shown before you confirm a purchase.

1.2 Advance billing and automatic renewal. Paid subscriptions are charged in advance at the start of each billing term and renew automatically for successive terms of the same length until cancelled. Where you have authorised a recurring payment mandate (card, UPI AutoPay or e-mandate) through our payment processor, Razorpay Software Private Limited (“Razorpay”), each renewal is collected under that mandate. For payment instruments regulated by the Reserve Bank of India, Razorpay sends you a pre-debit notification before each recurring charge.

1.3 Renewal reminders. For annual terms we email the account owner at least thirty (30) days before the renewal date, stating the renewal date, the amount that will be charged and how to cancel. For monthly terms, every charge is followed by a receipt and a tax invoice.

1.4 Taxes. Prices are stated exclusive of Goods and Services Tax (GST) and other indirect taxes unless expressly marked as inclusive. Where GST applies - for customers in India, currently at 18% - it is charged in addition, and the tax invoice issued for every charge states the taxable value, the GST and the total payable. Indian customers may provide a GSTIN so that invoices are issued in the name of their registered business.

1.5 Fee changes. We give you at least thirty (30) days’ notice by email before a change in subscription fees applies to you. Changed fees apply only to renewals or new charges after the notice period; if you do not accept the new fee, you may cancel before it takes effect (Section 2).

1.6 Orders paid by bank transfer. Orders whose total (including GST) exceeds INR 5,00,000, or the equivalent in US Dollars, are not charged to a card. We issue a tax invoice from the same Upgrade flow, payable by NEFT, RTGS, IMPS or SWIFT to the account stated on the invoice within thirty (30) days of the invoice date. Your plan is activated when the payment is received (Section 7.3). An invoice that has not been paid can be cancelled by you or by us at no charge; a cancelled invoice cannot be paid, so please ask for a fresh invoice from the Upgrade flow if you still wish to proceed.

2. Cancelling a subscription

2.1 How to cancel. You may cancel your subscription at any time from Account → Billing in the Services - the cancellation control is as easy to use as the sign-up flow and does not require you to contact us - or by writing to support@deepintshield.com from the email address registered to the account owner.

2.2 What cancellation does. Cancellation stops all future renewals and recurring charges. Where a payment mandate is in place, we instruct Razorpay to stop collecting under it at the end of the current term, so no further debit is made. Your plan and its entitlements remain active until the end of the term you have already paid for; on that date your workspace moves to the free Developer plan and we confirm the change by email. Account → Billing shows the date on which the change takes effect.

2.3 Changing your mind. Until the term ends you can undo a scheduled cancellation from Account → Billing (“Keep current plan”). The subscription then continues and renews as before.

2.4 No pro-rating. Because you keep your plan until the end of the paid term, we do not pro-rate, credit or refund fees for the unused portion of a monthly or annual term on cancellation, except as set out in Section 4.

2.5 Downgrades and upgrades. A downgrade to a lower paid plan or to the Developer plan is scheduled for the end of the current term; you keep your current plan until then, and no refund or credit is given for the difference in price. An upgrade takes effect immediately. When you upgrade from the Developer plan you pay for the new plan at checkout and a new billing term starts; when you move between paid plans, the higher plan’s price applies from your next renewal unless we tell you otherwise at checkout.

2.6 Developer plan. The Developer plan carries no charge. You may stop using it, or delete your account, at any time; our Privacy Policy explains what happens to your data when you do.

2.7 Failed renewal payments. If a renewal charge fails, we notify you and the charge is retried. We may suspend paid features if payment is not received within a reasonable time and will restore them once payment succeeds. If the payment cannot be recovered or the mandate is withdrawn, the subscription ends and your workspace moves to the Developer plan.

3. Cancellation by us

3.1 For breach. We may suspend or terminate your account and subscription as described in Section 14 of the Terms, including for breach of the Terms or of applicable law. Fees already paid are not refunded where we terminate for breach.

3.2 Discontinuance. If we permanently discontinue the Services, or a paid plan you have purchased, we will give you at least thirty (30) days’ notice and refund the pre-paid fees for the unused portion of your term.

4. Refunds

4.1 General rule. Except as set out in this Section, subscription fees are non-refundable, and no refund or credit is given for partly used billing terms, for features, seats or request allowances you did not use, or for a cancellation or downgrade.

4.2 When we refund. We will refund a charge where:

  • you were charged in error, or charged more than once for the same billing term (a duplicate charge);
  • a technical failure attributable to us prevented your plan from being activated after a successful payment, and we could not activate it after you told us (Section 7.5);
  • we corrected a pricing error after you paid and you choose to cancel the affected purchase (Section 5 of the Terms);
  • we discontinue the Services or your plan (Section 3.2), in which case the refund covers the unused portion of your term; or
  • a refund is required by applicable law, including any right under the Consumer Protection Act, 2019 that cannot be waived.

4.3 How to ask. Email support@deepintshield.com within seven (7) days of the charge, from the account owner’s email address, with the payment reference (the Razorpay payment ID, our invoice number or, for a bank transfer, the UTR or SWIFT reference) and a description of the issue. We acknowledge every request within twenty-four (24) hours and decide it within fifteen (15) days. Refunds under Section 3.2 are made without a request.

4.4 How and when we pay. An approved refund is returned to the payment method used for the original charge - the card, UPI handle or bank account charged through Razorpay or, for an invoice paid by bank transfer, the bank account the payment came from. We process refunds within five to seven (5–7) working days of approval; the time it takes to appear in your account depends on your bank or card issuer, and for international transfers your bank’s or intermediary banks’ charges and exchange-rate differences are outside our control.

4.5 GST on refunds. A refund includes the GST charged on the refunded amount, and we issue a credit note against the original tax invoice as required by §34 of the Central Goods and Services Tax Act, 2017.

5. Chargebacks and disputes

5.1 Talk to us first. Please contact support@deepintshield.com before asking your bank or card issuer to reverse a charge, so that we can resolve the issue with you directly and refund you where a refund is due under Section 4.

5.2 Disputed charges. Where a chargeback is raised for a charge that was valid under this Policy, we may give the payment processor evidence of your purchase - the acceptance you recorded at checkout, the sealed copy of the Terms you accepted, our invoices and records of your use of the Services. If a chargeback reverses a valid charge, the paid term it covered ends and your workspace returns to the Developer plan.

5.3 Complaints. Our Grievance Officer, the complaint-handling timelines and your right to approach the National Consumer Helpline (1915) or the competent Consumer Commission are set out in Section 24 of the Terms.

Part B - Shipping, delivery and exchange

6. Digital delivery; no physical shipping

6.1 DeepintShield is a cloud-based, software-as-a-service platform. No physical goods are sold, shipped or delivered, and we never charge shipping, courier, packaging or delivery fees.

6.2 Access to the Services is delivered electronically at https://app.deepintshield.com. Self-hosted and Enterprise-VPC deployments are delivered as software images, configuration and documentation under the written agreement that covers them.

7. When your plan is activated

7.1 Sign-up. Your Developer workspace is provisioned and available immediately when you sign up.

7.2 Card, UPI and net-banking payments. When you buy a paid plan through Razorpay, the plan’s entitlements are activated on your account immediately - and in any case within a few minutes - after Razorpay confirms the payment. Your active plan is shown in Account → Billing, the tax invoice is available there, and we email a confirmation with an electronically signed and sealed copy of the Terms and Privacy Policy you accepted attached.

7.3 Bank-transfer invoices. A plan ordered under Section 1.6 is activated as soon as our bank credits the payment: usually the same working day for domestic INR transfers to the account stated on the invoice, and once the funds are credited for international SWIFT transfers, which can take several working days. A partial payment is held against the invoice, and the plan is activated when the invoice is paid in full. The same confirmation email and signed copy are sent on activation.

7.4 Plan changes. An upgrade between paid plans takes effect immediately; a downgrade or cancellation takes effect at the end of the current term (Section 2).

7.5 If it does not arrive. If your plan is not active within thirty (30) minutes of a successful card, UPI or net-banking payment, or within two (2) working days of your bank confirming a transfer, contact support@deepintshield.com with your account email and the payment reference. We will activate the plan or, if we cannot, refund the charge under Section 4.2.

8. Service availability

The managed Services are accessible over the internet wherever applicable law permits their use. They are hosted with the providers, and in the regions, described in our Privacy Policy. Availability, maintenance and interruptions are governed by Section 15 of the Terms.

9. Exchanges

As a digital service, the Services are not subject to physical exchange or return. You may change plan at any time from Account → Billing; plan changes take effect as described in Sections 2.5 and 7.4. For any other issue with your service, contact support@deepintshield.com.

10. Contact us

For cancellations, refunds, invoices and delivery questions:

The Deep Intelligence (also trading as Deepint AI / DeepintShield)
Alpine Fiesta, Hoodi Main Road
Saketha Nagar Layout, Hoodi
Bengaluru 560048, Karnataka, India
GSTIN: 29CKBPM5980N1ZD
Billing and support: support@deepintshield.com
Legal notices: legal@deepintshield.com
Telephone: +91 99726 63800

This Policy is governed by the laws of the Republic of India. Disputes are resolved as set out in Sections 16 and 17 of the Terms, with the courts of Bengaluru, Karnataka having jurisdiction.

11. Version history

  • v2.0.0 (2026-09-05). Combined the Cancellation and Refund Policy and the Shipping and Exchange Policy into one document and aligned it with Terms and Conditions v2.0.0: identified the business by GSTIN; added renewal reminders, pre-debit notices, fee-change notice and the GST disclosure (Section 1); described orders invoiced and paid by bank transfer (Sections 1.6 and 7.3); explained the undo of a scheduled cancellation, downgrades, upgrades and failed renewal payments (Section 2); added cancellation by us and the discontinuance refund (Section 3); listed every refund case, the request timeline, refund routing for bank transfers and credit notes (Section 4); described how disputed charges are handled and linked the Grievance Officer (Section 5); added the signed-copy confirmation and the bank-transfer activation timeline (Section 7).
  • v1.0.0. First published version, as two separate policies.

The Deep Intelligence (also trading as Deepint AI) · GSTIN 29CKBPM5980N1ZD · Alpine Fiesta, Hoodi Main Road, Saketha Nagar Layout, Hoodi, Bengaluru 560048, Karnataka, India · Canonical URL: https://deepintshield.com/refund-and-shipping-policy/

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