Pragma Refund, Cancellation and Onboarding Policy

This Policy governs onboarding, cancellation and refunds for customers subscribing to Pragma (“Customer”). By accepting this Policy prior to payment, the Customer agrees to the terms set out below.

1. Onboarding

The standard onboarding period shall be ten (10) working days from receipt of payment and all information, access credentials, approvals and other prerequisites reasonably required by Pragma, subject to the Customer actively participating and cooperating with the onboarding manager.

Working days exclude Saturdays, Sundays and applicable public holidays. The onboarding period shall be extended to account for delays arising from Customer acts or omissions, third-party dependencies, external service disruptions or circumstances beyond Pragma’s reasonable control. Pragma shall communicate any resulting revision to the onboarding timeline.

Any shorter onboarding timeline shall require an express request and written approval by an authorised Pragma representative over email. Delays attributable to the Customer shall not, by themselves, confer any entitlement to a refund.

2. Configuration and Custom Development

Pragma shall use commercially reasonable efforts to fulfil the Customer’s configuration requirements during onboarding and the service period, subject to the platform’s supported capabilities.

“Configuration” means settings and adjustments available within the existing Pragma platform at the commencement of onboarding. Configuration excludes new functionality, custom development and features not then available on the platform. Subsequent platform enhancements shall not retrospectively expand the original onboarding scope.

Any custom feature or development commitment, including a commitment made during sales discussions or onboarding, shall be separately identified and confirmed in writing by both Pragma and the Customer. Its scope and delivery timeline shall be governed by that confirmation and shall not form part of the ten-working-day onboarding period.

3. LIVE Status and Qualifying Period

An account shall be considered “LIVE” when it is enabled in Pragma’s production environment for live operations. Time spent exclusively in testing mode shall not count as LIVE time.

The qualifying period shall comprise thirty (30) cumulative days of LIVE status, as recorded by Pragma’s account-status records. Periods during which the account is paused or deactivated shall not count towards this period. Resumption shall continue the accumulated LIVE period and shall not reset it.

4. Setup Fee and Conditional Waiver

Pragma’s standard setup fee is ₹10,000. Any waiver of this fee is conditional upon the Customer completing thirty (30) cumulative LIVE days.

Where the Customer cancels before completing that period, including during onboarding or testing, Pragma shall be entitled to a minimum aggregate recovery of ₹10,000 for the engagement. This minimum is intended to protect Pragma’s baseline costs and fairly compensate it for its customer acquisition and onboarding efforts.

Setup fees, platform fees and order-based fees already earned by Pragma shall be credited towards the ₹10,000 minimum. Where those fees fall below ₹10,000, the difference shall be payable as setup recovery. Pragma may adjust this shortfall against the Customer’s available prepaid balance, and any remaining shortfall shall be payable by the Customer upon cancellation. Where earned fees equal or exceed ₹10,000, no additional setup recovery shall be payable. No fee shall be counted or recovered twice.

Upon completion of thirty (30) cumulative LIVE days, any conditional setup-fee waiver shall become final, and no recovery of the waived setup fee shall apply. A setup fee separately charged and paid shall remain non-refundable, as shall usage costs incurred while the Customer was LIVE with Pragma.

5. Cancellation and Refund Calculation

Pragma does not offer an unconditional or “no-questions-asked” refund period.

For cancellation before completion of thirty (30) cumulative LIVE days, the total amount payable to or retainable by Pragma shall be the greater of:

(a) ₹10,000; or
(b) the aggregate setup, platform and order-based fees earned up to the effective cancellation date.

Amounts already paid or deducted shall be credited towards this calculation. Any remaining unused Customer-funded prepaid balance shall be refundable after settlement of the applicable amount. Promotional, complimentary or bonus credits shall have no cash refund value.

For cancellation after completion of thirty (30) cumulative LIVE days, earned fees shall remain non-refundable, and any unused Customer-funded prepaid balance shall be refundable after adjustment of outstanding charges, without recovery of any waived setup fee.

Completion of the qualifying period shall not entitle the Customer to a refund of fees already earned or services already consumed. Applicable taxes and associated adjustments shall be accounted for in accordance with law.

6. Cancellation Procedure

Cancellation requests must be submitted in writing to Pragma through its designated support channel or the Customer’s onboarding or account representative.

Pragma shall confirm the effective cancellation date and provide a reconciliation of applicable fees, deductions, any amount payable by the Customer and any refund due. Charges shall be calculated up to the effective cancellation date; administrative processing of a refund shall not itself extend the chargeable service period.

Any refund due shall be processed following reconciliation, with the processing timeline communicated to the Customer.

7. Applicable Law

This Policy applies subject to applicable law. Nothing herein shall exclude or restrict any right or remedy that cannot lawfully be excluded or restricted.

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