Refund, Billing, Cancellation, and Hardware Replacement Policy 

1. Purpose of this Policy

The purpose of this Policy is to clearly explain: 

1. How Galla.app subscription billing works. 
2. Which software and SaaS fees are refundable or non-refundable. 
3. How cancellations and renewals are handled. 
4. How upgrades, downgrades, and plan changes are billed. 
5. How implementation, onboarding, ecommerce development, customisation, and integration fees are treated. 
6. How WhatsApp, SMS, email, API, storage, and third-party usage charges are billed. 
7. How hardware orders, delivery, replacement, warranty, and defect claims are handled. 
8. Why hardware returns are not accepted. 
9. When hardware replacement is available. 
10. What documents and conditions are required for billing, refund, cancellation, or replacement requests. 

2. Scope

This Policy applies to the following products and services: 

1. Galla.app SaaS subscription plans. 
2. Retail Management software. 
3. POS Billing software. 
4. Warehouse Management software. 
5. Inventory Management software. 
6. WhatsApp Marketing tools. 
7. Ecommerce development and managed ecommerce services. 
8. Third-party integrations. 
9. APIs, dashboards, reports, and automations. 
10. Implementation and onboarding. 
11. Data migration. 
12. Training. 
13. Customisation and development. 
14. Support and maintenance services. 
15. Cloud, hosting, storage, API, and usage-based services. 
16. Hardware devices supplied by or through Treewalker Digital Private Limited. 
17. Barcode scanners, QR scanners, RFID devices, POS hardware, printers, handheld terminals, tablets, accessories, cables, chargers, batteries, and related equipment. 
18. Bundled software and hardware packages. 
19. Annual maintenance contracts, managed service packages, and support subscriptions. 

3. General Policy Summary 

Unless specifically agreed otherwise in writing: 

1. Software subscription fees are non-refundable once the subscription is activated. 
2. Setup, onboarding, implementation, training, customisation, integration, and ecommerce development fees are non-refundable once work has started. 
3. Usage-based charges such as WhatsApp, SMS, email, API, storage, payment gateway, third-party, and communication charges are non-refundable once used or incurred. 
4. Hardware products are not returnable. 
5. Hardware products are eligible only for replacement in case of verified manufacturing defect or dead-on-arrival defect reported within 7 days of first use. 
6. Hardware replacement is subject to inspection, approval, serial number verification, and policy conditions. 
7. No cash refund is provided for hardware once delivered. 
8. No replacement is provided for physical damage, misuse, liquid damage, electrical damage, unauthorised repair, tampering, missing accessories, or wear and tear. 
9. Taxes, GST, payment gateway charges, logistics charges, installation charges, and third-party charges may be non-refundable unless required by law or agreed in writing. 
10. If any law gives you rights that cannot be excluded, this Policy will apply subject to those legal rights. 

4. Definitions

For this Policy: 

“Software” means Galla.app SaaS platform, dashboards, modules, APIs, web applications, mobile applications, reports, automations, integrations, and related digital services. 

“Subscription” means a paid plan for using Galla.app for a monthly, quarterly, annual, multi-year, enterprise, custom, pilot, or usage-based period. 

“Hardware” means any physical device, equipment, peripheral, accessory, or component supplied by or through Treewalker Digital Private Limited, including POS hardware, barcode scanners, QR scanners, RFID readers, RFID antennas, handheld terminals, printers, tablets, cables, chargers, batteries, labels, tags, and related devices. 

“Defect” means a verified manufacturing defect or dead-on-arrival condition that prevents the hardware from functioning as intended under normal use. 

“Replacement” means replacement of defective hardware with the same model or an equivalent model, subject to availability and approval. 

“Return” means returning hardware for refund or cancellation. Hardware returns are not accepted under this Policy unless required by applicable law or expressly agreed in writing. 

“Order Form” means a quotation, proposal, purchase order, invoice, statement of work, subscription confirmation, email confirmation, or written commercial document accepted by the Customer and Treewalker Digital Private Limited. 

“Activation” means the date when software access, subscription account, licence, module, onboarding, setup, integration, hardware dispatch, or service delivery begins, whichever occurs first. 

“First Use” means the first date on which the Customer or its authorised user powers on, installs, activates, configures, logs into, connects, scans with, tests, or begins using the hardware. 

5. Billing Terms for Software and SaaS

Galla.app may be billed through one or more of the following models: 

1. Monthly subscription. 
2. Quarterly subscription. 
3. Annual subscription. 
4. Multi-year subscription. 
5. Enterprise subscription. 
6. Per-store billing. 
7. Per-warehouse billing. 
8. Per-company or branch billing. 
9. Per-user billing. 
10. Per-device billing. 
11. Per-POS counter billing. 
12. Per-module billing. 
13. Per-transaction billing. 
14. API usage billing. 
15. Storage-based billing. 
16. WhatsApp/SMS/email usage billing. 
17. Custom development billing. 
18. Implementation billing. 
19. Managed ecommerce service billing. 
20. Hardware plus software bundled billing. 

The exact billing model will be stated in the relevant quotation, proposal, order form, subscription page, statement of work, invoice, or written agreement. 

7. Taxes and GST 

All prices are exclusive of taxes unless specifically mentioned otherwise. 

The Customer is responsible for providing correct: 

1. Legal entity name. 
2. Billing address. 
3. GSTIN. 
4. Place of supply. 
5. Purchase order details. 
6. Tax registration details. 
7. Any other information required for invoicing. 

Treewalker Digital Private Limited is not responsible for incorrect GST invoices caused by incorrect or incomplete information provided by the Customer. 

Any invoice correction, debit note, credit note, or GST adjustment will be handled subject to applicable GST law, internal approval, and statutory timelines. 

8. Software Subscription Refund Policy 

Unless expressly stated otherwise in an Order Form or written agreement, Galla.app software subscription fees are non-refundable once the subscription is activated. 

No refund will be provided for: 

1. Change of mind. 
2. Low usage or non-usage. 
3. Delay from Customer side. 
4. Customer not completing onboarding. 
5. Customer not providing required data. 
6. Customer not attending training. 
7. Customer not assigning internal users. 
8. Customer deciding to stop using the platform. 
9. Customer shifting to another software. 
10. Customer’s internet, device, staff, process, or hardware issues. 
11. Features not used by the Customer. 
12. Business closure or change in business plan. 
13. Internal management decision to discontinue. 
14. Incompatibility caused by unsupported third-party systems. 
15. Delay caused by third-party platforms, payment gateways, marketplaces, WhatsApp, ERP, or logistics systems. 

9. Free Trial, Demo, and Pilot Plans

Galla.app may provide free trials, demos, pilots, proof-of-concept access, or limited trial plans at its discretion. 

Unless otherwise agreed in writing: 

1. Trial access is provided for evaluation only. 
2. Trial access may be restricted in features, users, storage, integrations, or duration. 
3. Trial accounts should not be used for production operations unless approved. 
4. Treewalker Digital Private Limited may modify or terminate a trial at any time. 
5. Free trial expiry does not create refund rights for later paid subscriptions. 
6. Paid pilot fees are non-refundable once pilot setup, configuration, onboarding, or access has started. 
7. Hardware supplied for paid pilot or POC is subject to the hardware replacement terms in this Policy. 

10. Cancellation of Software Subscription 

The Customer may request cancellation of a subscription by contacting the billing or support team. 

Unless otherwise agreed in writing: 

1. Cancellation will take effect at the end of the current paid billing period. 
2. No refund will be provided for the unused portion of the billing period. 
3. The Customer will remain responsible for all fees incurred before cancellation. 
4. Usage-based charges incurred before cancellation will remain payable. 
5. Any unpaid invoice must be cleared before account closure or data export. 
6. Cancellation does not automatically delete Customer Data. 
7. Data retention and deletion will be handled as per the Data Retention and Deletion Policy. 
8. For annual or multi-year subscriptions, early cancellation does not entitle the Customer to refund unless expressly agreed in writing. 

11.  Auto-Renewal and Renewal Billing 

Subscriptions may renew automatically unless cancelled before the renewal date, if auto-renewal is enabled or agreed. 

Renewal terms may include: 

1. Monthly renewal. 
2. Quarterly renewal. 
3. Annual renewal. 
4. Multi-year renewal. 
5. Enterprise renewal. 
6. Revised pricing after initial term. 
7. Change in taxes or usage charges. 
8. Change in third-party charges. 
9. Plan upgrade or downgrade at renewal. 

The Customer is responsible for cancelling before renewal if it does not wish to continue. 

Once renewed and activated, renewal charges are non-refundable unless required by law or expressly agreed in writing. 

12. Upgrade Policy

Customers may upgrade their subscription plan, users, modules, stores, warehouses, API limits, storage, WhatsApp usage, or support plan. 

Upgrade charges may be: 

1. Immediate. 
2. Prorated. 
3. Charged for the remaining billing period. 
4. Charged from the next billing cycle. 
5. Charged as per custom enterprise terms. 
6. Charged as a one-time activation fee. 
7. Charged as a recurring fee. 

Upgrades are non-refundable once activated. 

13. Downgrade Policy 

Customers may request a downgrade subject to plan eligibility, contract terms, and technical feasibility. 

Downgrades may result in: 

1. Loss of features. 
2. Reduced user limits. 
3. Reduced store or warehouse limits. 
4. Reduced API limits. 
5. Reduced storage limits. 
6. Loss of premium support. 
7. Disabled integrations. 
8. Restricted reports. 
9. Data access limitations. 
10. Additional charges for data export or migration. 

Unless otherwise agreed, downgrades take effect from the next billing cycle. No refund or credit is provided for downgrades during an active paid period. 

14. Usage-Based Charges 

Galla.app may charge separately for usage-based services, including: 

1. WhatsApp messages. 
2. SMS. 
3. Email. 
4. API calls. 
5. Storage. 
6. Additional users. 
7. Additional stores. 
8. Additional warehouses. 
9. Additional POS counters. 
10. Additional devices. 
11. Additional reports. 
12. Additional integrations. 
13. Data migration volume. 
14. Ecommerce orders. 
15. Payment gateway or third-party transaction charges. 
16. Cloud or hosting overages. 
17. Custom support usage. 

Usage-based charges are non-refundable once consumed, triggered, sent, processed, or incurred by Treewalker Digital Private Limited or any third-party provider. 

15.  WhatsApp, SMS, and Communication Charges 

WhatsApp, SMS, email, or communication charges may depend on third-party provider pricing, country, message category, message volume, template category, exchange rate, taxes, and platform usage. 

No refund will be provided for: 

1. Messages submitted for sending. 
2. Messages accepted by the provider. 
3. Failed messages where provider charges apply. 
4. Template charges. 
5. Conversation charges. 
6. Message category charges. 
7. Incorrect audience selection by the Customer. 
8. Duplicate campaigns sent by the Customer. 
9. Messages sent to wrong numbers uploaded by the Customer. 
10. Messages rejected because of Customer content or policy violation. 
11. WhatsApp/Meta or provider price changes. 
12. Account restrictions caused by Customer conduct. 

Treewalker Digital Private Limited is not responsible for WhatsApp/Meta pricing, template approval, quality rating, account restriction, message category change, or delivery outcome. 

16. Implementation, Setup, and Onboarding Fees 

Implementation, setup, onboarding, configuration, data migration, and training fees are non-refundable once work has started. 

This includes work related to: 

1. Account setup. 
2. User setup. 
3. Store setup. 
4. Warehouse setup. 
5. POS setup. 
6. Product master setup. 
7. Data migration. 
8. GST/tax configuration support. 
9. Role and permission configuration. 
10. Integration setup. 
11. WhatsApp setup. 
12. Ecommerce setup. 
13. Report setup. 
14. Training sessions. 
15. Remote support sessions. 
16. Project management. 

If the Customer delays or fails to provide required data, approvals, access credentials, team availability, or decisions, the implementation fee remains payable and non-refundable. 

17. Customisation and Development Fees

Customisation, development, integration, API, report development, ecommerce development, workflow automation, or custom feature fees are non-refundable once work begins. 

Custom work may be billed as: 

1. Fixed-price project. 
2. Milestone-based project. 
3. Time and material. 
4. Monthly retainer. 
5. Sprint-based development. 
6. Custom enterprise engagement. 

No refund will be provided for completed or partially completed work if: 

1. Customer changes requirements. 
2. Customer delays approval. 
3. Customer changes business process. 
4. Customer cancels project after work starts. 
5. Customer does not provide required access or data. 
6. Third-party provider changes APIs or terms. 
7. Customer’s internal team does not adopt the solution. 
8. Customer asks for additional changes outside agreed scope. 

Any additional changes will be treated as a change request and may be billed separately. 

18. Ecommerce Development and Managed Service Fees

Fees for ecommerce website development, store setup, marketplace integration, product upload, payment gateway setup, theme configuration, plugin setup, hosting support, or managed ecommerce services are non-refundable once work has started. 

No refund will be provided for: 

1. Customer delay in providing content. 
2. Customer delay in providing product data. 
3. Customer delay in approving design. 
4. Customer delay in providing images, pricing, policies, or brand assets. 
5. Payment gateway rejection. 
6. Marketplace rejection. 
7. Third-party plugin issue. 
8. Hosting issue caused by third-party provider. 
9. SEO ranking expectation. 
10. Sales or conversion expectation. 
11. Advertising result expectation. 
12. Customer change of business plan. 
13. Customer dissatisfaction after agreed scope is delivered. 
14. Customer-requested changes outside the approved scope. 

Third-party charges such as domain, hosting, theme, plugin, marketplace fee, payment gateway fee, SSL, app fee, and subscription charges are non-refundable unless the relevant third party provides a refund. 

19. Third-Party Charges 

The following third-party charges are generally non-refundable once incurred: 

1. WhatsApp charges. 
2. SMS charges. 
3. Email charges. 
4. Payment gateway charges. 
5. Domain charges. 
6. Hosting charges. 
7. SSL certificate charges. 
8. Cloud charges. 
9. API provider charges. 
10. Marketplace charges. 
11. Ecommerce plugin or theme charges. 
12. ERP/accounting connector charges. 
13. Logistics integration charges. 
14. Subscription charges paid to third-party providers. 
15. Currency conversion or foreign exchange charges. 
16. Bank charges. 
17. Any third-party licence charges. 

If a third party provides a refund, Treewalker Digital Private Limited may pass such refund to the Customer after deducting applicable charges, taxes, and administrative costs, where applicable. 

20. Hardware Sales Policy 

Galla.app customers may purchase hardware from or through Treewalker Digital Private Limited. 

Hardware may include: 

1. POS terminals. 
2. Barcode scanners. 
3. QR scanners. 
4. RFID readers. 
5. RFID antennas. 
6. RFID tags or labels. 
7. Handheld terminals. 
8. Mobile computers. 
9. Thermal printers. 
10. Label printers. 
11. Cash drawers. 
12. Tablets. 
13. Cables. 
14. Chargers. 
15. Batteries. 
16. Mounting accessories. 
17. Other devices or peripherals. 

Hardware may be sold separately or bundled with software, implementation, support, or integration services. 

21. No Return Policy for Hardware 

Hardware products once sold, delivered, or installed are not returnable. 

No hardware return will be accepted for: 

1. Change of mind. 
2. Wrong purchase decision by Customer. 
3. Customer no longer needing the device. 
4. Customer choosing another vendor. 
5. Customer’s internal approval issue. 
6. Customer’s business closure or project cancellation. 
7. Compatibility issue not disclosed before purchase. 
8. Device used with unsupported software or hardware. 
9. Packaging opened. 
10. Device used in live operations. 
11. Device physically damaged after delivery. 
12. Device purchased for trial but not used. 
13. Customer expectation mismatch not covered by written specification. 
14. Minor cosmetic variation that does not affect functionality. 
15. Delay caused by Customer-side installation or readiness. 

Only replacement may be available for verified defects as described below. 

22. Hardware Replacement Policy

Hardware is eligible only for replacement if all the following conditions are met: 

1. The hardware has a verified manufacturing defect or dead-on-arrival defect. 
2. The defect is reported within 7 calendar days of first use. 
3. The Customer provides proof of purchase. 
4. The Customer provides serial number, model number, invoice number, and defect details. 
5. The hardware is returned for inspection if requested. 
6. The hardware is not physically damaged. 
7. The hardware is not misused, tampered with, opened, repaired, modified, or mishandled. 
8. The hardware is returned with original accessories, power adapter, cables, battery, box, and packing material, where applicable. 
9. The defect is confirmed by Treewalker Digital Private Limited, manufacturer, or authorised service partner. 
10. The hardware is within replacement eligibility period. 

If approved, Treewalker Digital Private Limited may replace the defective hardware with: 

1. Same model; or 
2. Equivalent model; or 
3. Functionally similar model if same model is unavailable. 

No cash refund will be provided for hardware replacement cases. 

23. Replacement Window for Hardware 

The replacement request must be raised within 7 calendar days of first use of the hardware. 

For clarity, first use may include: 

1. Powering on the device. 
2. Installing the device. 
3. Connecting the device to software. 
4. Configuring the device. 
5. Scanning, printing, reading, or testing the device. 
6. Using the device in trial or live operation. 
7. Using the device for implementation or training. 

Treewalker Digital Private Limited may ask for evidence of delivery date, installation date, first use date, or usage logs. 

Any defect reported after the 7-day replacement window may be handled under manufacturer warranty, AMC, paid repair, or separate support terms, if applicable. 

24. Defects Covered for Hardware Replacement 

Hardware replacement may be considered for verified defects such as: 

1. Device not powering on. 
2. Dead-on-arrival hardware. 
3. Manufacturing defect preventing normal operation. 
4. Scanner not reading standard supported codes due to internal defect. 
5. Printer not printing due to internal manufacturing defect. 
6. Charging failure due to internal defect. 
7. Display failure due to internal defect. 
8. Device boot failure due to internal defect. 
9. Hardware port failure due to manufacturing defect. 
10. RFID reader or antenna failure due to manufacturing defect. 
11. Battery failure due to manufacturing defect within the replacement window. 

The final decision will be based on inspection and verification.

25. Defects Not Covered for Hardware Replacement 

Replacement will not be provided for defects or damage caused by: 

1. Physical damage. 
2. Drop, impact, breakage, cracks, dents, or scratches. 
3. Liquid damage or moisture exposure. 
4. Fire, heat, dust, corrosion, or chemical exposure. 
5. Electrical surge, wrong power adapter, voltage fluctuation, or improper power supply. 
6. Use with unsupported accessories. 
7. Use in unsuitable environment. 
8. Mishandling or misuse. 
9. Improper installation by Customer. 
10. Unauthorised repair or tampering. 
11. Opening the device casing. 
12. Firmware modification without approval. 
13. Software installed by Customer that affects device operation. 
14. Malware or unauthorised applications. 
15. Normal wear and tear. 
16. Consumables such as labels, ribbons, print heads, rollers, batteries, tags, adhesive, or packaging unless specifically covered by manufacturer. 
17. Compatibility issue not disclosed before purchase. 
18. Damage during Customer-arranged transport. 
19. Missing serial number or altered serial number. 
20. Missing accessories or original parts. 
21. Use outside product specifications. 
22. Use for unsupported business process or environment. 

26. Hardware Replacement Process 

To request hardware replacement, the Customer must contact Galla support within the 7-day replacement window. 

The request should include: 

1. Customer name. 
2. Company name. 
3. Invoice number. 
4. Purchase order number, if any. 
5. Device model. 
6. Serial number. 
7. Date of delivery. 
8. Date of first use. 
9. Detailed defect description. 
10. Photos or videos showing the defect. 
11. Error message, if any. 
12. Steps already tried. 
13. User/contact person details. 
14. Delivery address for replacement, if approved. 

Treewalker Digital Private Limited may request: 

1. Remote troubleshooting. 
2. Device logs. 
3. Video call inspection. 
4. Return of device to service centre. 
5. Manufacturer inspection. 
6. Testing by authorised service partner. 
7. Confirmation that all accessories and packaging are available. 

Replacement approval is subject to verification. 

27. Hardware Inspection and Approval 

All hardware replacement requests are subject to inspection. 

After receiving or inspecting the hardware, we may classify the case as: 

1. Eligible for replacement. 
2. Not eligible for replacement. 
3. Eligible for repair under manufacturer warranty. 
4. Eligible for paid repair. 
5. No defect found. 
6. Damage caused by Customer-side issue. 
7. Issue caused by software, configuration, network, power supply, or unsupported usage. 

If no manufacturing defect is found, the Customer may be charged for logistics, inspection, service, or return shipment. 

28. Replacement Delivery Timeline 

If replacement is approved, Treewalker Digital Private Limited will use reasonable efforts to provide replacement based on: 

1. Stock availability. 
2. Manufacturer availability. 
3. Import availability. 
4. Logistics availability. 
5. Location of Customer. 
6. Nature of hardware. 
7. Inspection completion. 
8. Vendor replacement timeline. 
9. Payment clearance. 
10. Customer providing required information. 

Replacement timelines are estimates and may be affected by stock shortage, import delay, courier delay, manufacturer delay, or force majeure events. 

29. Advance Replacement 

Advance replacement may be provided only at the discretion of Treewalker Digital Private Limited. 

Advance replacement may require: 

1. Security deposit. 
2. Payment hold. 
3. Signed undertaking. 
4. Return of defective unit within specified time. 
5. Customer confirmation. 
6. Manager approval. 

If the original device is not returned, is found physically damaged, or is not eligible for replacement after inspection, the Customer may be charged for the replacement device. 

30. Hardware Warranty

After the 7-day replacement window, hardware support will be governed by: 

1. Manufacturer warranty. 
2. Supplier warranty. 
3. AMC terms, if purchased. 
4. Support contract, if applicable. 
5. Paid repair terms. 
6. Separate hardware warranty document, if provided. 

Warranty may vary depending on hardware model, brand, supplier, manufacturer, country of origin, usage environment, and warranty terms. 

Treewalker Digital Private Limited may assist with warranty coordination where applicable, but final warranty approval may depend on the manufacturer or authorised service provider. 

31. Hardware Installation and Compatibility 

Before purchasing hardware, the Customer is responsible for confirming: 

1. Required use case. 
2. Software compatibility. 
3. Operating system compatibility. 
4. Network requirements. 
5. Power requirements. 
6. Barcode/QR/RFID standards. 
7. Printer label size and ribbon compatibility. 
8. Scanner range and performance requirements. 
9. Warehouse environment. 
10. POS environment. 
11. Integration requirements. 
12. Local infrastructure readiness. 

Treewalker Digital Private Limited is not responsible for compatibility issues if: 

1. Customer did not disclose requirements. 
2. Customer changed requirements after purchase. 
3. Customer uses unsupported third-party software. 
4. Customer uses unsupported accessories. 
5. Customer uses hardware in unsuitable operating conditions. 
6. Customer’s network, power, device, browser, or environment is not ready. 

32. Hardware Consumables 

Consumables may include: 

1. Labels. 
2. Barcode labels. 
3. RFID tags. 
4. Printer ribbons. 
5. Print heads. 
6. Rollers. 
7. Batteries. 
8. Adhesives. 
9. Packaging material. 
10. Cables or accessories subject to wear and tear. 

Unless specifically agreed in writing, consumables are non-returnable, non-refundable, and not eligible for replacement once delivered, except where a verified manufacturing defect is reported within the applicable replacement window. 

33. Bundled Software and Hardware Orders 

Some Galla.app packages may include both software and hardware. 

For bundled orders: 

1. Software fees are governed by software refund terms. 
2. Hardware fees are governed by hardware replacement terms. 
3. Implementation fees are governed by implementation refund terms. 
4. Third-party charges are governed by third-party charge terms. 
5. Hardware cannot be returned for refund even if software is cancelled. 
6. Software cancellation does not automatically cancel hardware purchase. 
7. Hardware replacement does not automatically entitle the Customer to software refund. 
8. Delay in hardware replacement does not automatically entitle the Customer to subscription refund unless expressly agreed in writing. 
9. If hardware is supplied at discounted or bundled price, refund or credit calculations, if any, will be determined by Treewalker Digital Private Limited based on the commercial structure. 

34. Hardware Delivery and Risk

Unless otherwise agreed in writing: 

1. Delivery timelines are estimates. 
2. Risk of loss or damage transfers to the Customer upon delivery to the Customer or Customer-authorised recipient. 
3. The Customer must inspect the package at delivery. 
4. Any visible damage, missing package, or wrong product must be reported within 24 hours of delivery. 
5. Delivery proof by courier, logistics provider, employee, or authorised partner may be treated as proof of delivery. 
6. Treewalker Digital Private Limited is not responsible for delay caused by courier, customer unavailability, wrong address, force majeure, customs, import delay, or third-party logistics provider. 

35. Wrong Product or Missing Item

If the Customer receives a wrong product or missing item, it must report the issue within 24 hours of delivery. 

The report must include: 

1. Invoice number. 
2. Order number. 
3. Delivery date. 
4. Photos of package. 
5. Photos of received items. 
6. Unboxing video, if available. 
7. Details of missing or wrong item. 
8. Serial number of received device, if applicable. 

If verified, Treewalker Digital Private Limited may send the correct item or missing item. 

No claim may be accepted if reported late or if required verification is not available. 

36. Damaged Shipment

If hardware is visibly damaged during shipment, the Customer must report it within 24 hours of delivery. 

The Customer should provide: 

1. Photos of outer packaging. 
2. Photos of inner packaging. 
3. Photos of damaged device. 
4. Unboxing video, if available. 
5. Courier details. 
6. Delivery proof. 
7. Invoice number. 

If damage occurred during Treewalker-arranged shipment and is verified, we may arrange replacement or repair as appropriate. 

If shipment was arranged by the Customer, the Customer is responsible for courier damage claims. 

37. Non-Payment and Service Suspension

If payment is overdue, Treewalker Digital Private Limited may: 

1. Suspend software access. 
2. Suspend support. 
3. Suspend implementation. 
4. Suspend WhatsApp/SMS/email services. 
5. Suspend API or integration access. 
6. Delay hardware dispatch. 
7. Withhold replacement shipment. 
8. Withhold data export until dues are cleared, subject to law. 
9. Charge late payment fees or interest if agreed. 
10. Terminate services after repeated non-payment. 

Suspension does not waive the Customer’s obligation to pay outstanding amounts. 

38. Failed Payments and Chargebacks

If a payment fails, is reversed, disputed, or charged back: 

1. Access may be suspended. 
2. Billing team may request alternate payment. 
3. Customer may be required to pay bank or payment gateway charges. 
4. Subscription renewal may fail. 
5. Hardware dispatch may be delayed. 
6. Replacement or support may be paused. 
7. Account may be treated as overdue. 

Fraudulent chargebacks or payment disputes may result in suspension or termination of services. 

39. Credit Notes and Adjustments 

Treewalker Digital Private Limited may issue credit notes or billing adjustments at its discretion or where required by applicable law. 

Credit notes may be considered for: 

1. Duplicate billing. 
2. Wrong invoice value. 
3. Excess tax charged. 
4. Approved service credit. 
5. Approved refund. 
6. Approved commercial adjustment. 
7. Cancelled service before activation, if applicable. 
8. Any other approved billing correction. 

Credit notes will be subject to GST law, accounting policy, statutory timelines, and internal approval. 

40. Service Credits 

In some cases, Treewalker Digital Private Limited may provide service credits instead of cash refunds. 

Service credits may be applied to: 

1. Future subscription fees. 
2. Add-on services. 
3. Support services. 
4. Usage charges. 
5. Implementation charges. 
6. Custom development, if agreed. 

Service credits: 

1. Are not cash refunds. 
2. Are not transferable. 
3. May expire after a defined period. 
4. Cannot be used for hardware unless approved. 
5. Cannot be used for third-party charges unless approved. 
6. May be subject to commercial approval. 

41. Refund Approval Process

Any refund request must be submitted in writing to the billing team. 

The request should include: 

1. Customer name. 
2. Company name. 
3. Invoice number. 
4. Payment reference. 
5. Subscription plan or product purchased. 
6. Reason for refund. 
7. Supporting documents. 
8. Bank details, if required. 
9. GST details. 
10. Contact person details. 

Treewalker Digital Private Limited will review the request based on: 

1. Order terms. 
2. Payment status. 
3. Service activation status. 
4. Work completed. 
5. Usage consumed. 
6. Third-party charges incurred. 
7. Hardware delivery status. 
8. Applicable law. 
9. Internal approval. 
10. Contractual obligations. 

Submitting a refund request does not guarantee approval. 

42. Refund Method and Timeline

If a refund is approved: 

1. Refund may be processed to the original payment method. 
2. Refund may be adjusted against future invoices. 
3. Refund may be issued through bank transfer. 
4. Refund may be issued through credit note, where applicable. 
5. Refund may be net of taxes, payment gateway charges, bank charges, third-party charges, work completed, and administrative costs. 
6. Refund timelines may depend on bank, payment gateway, GST compliance, internal approval, and documentation. 

Estimated refund processing timeline after approval: 7–15 business day. 

Actual credit to the Customer’s account may depend on the bank or payment provider.

43. Refunds Not Available 

Unless required by law or expressly agreed in writing, refunds are not available for: 

1. Activated software subscriptions. 
2. Renewed subscriptions. 
3. Annual subscriptions after activation. 
4. Unused subscription period. 
5. Setup fees after work begins. 
6. Implementation fees after work begins. 
7. Training fees after sessions are scheduled or delivered. 
8. Customisation fees after work begins. 
9. Integration fees after work begins. 
10. Ecommerce development fees after work begins. 
11. Data migration fees after work begins. 
12. Support fees after support period begins. 
13. AMC fees after activation. 
14. Hardware once delivered. 
15. Hardware returned without defect. 
16. Hardware with physical damage. 
17. Hardware outside 7-day replacement window. 
18. Consumables once delivered. 
19. WhatsApp, SMS, email, API, storage, or other usage charges. 
20. Third-party charges. 
21. Payment gateway charges. 
22. Taxes already paid or required to be paid, unless legally adjustable. 
23. Services delayed due to Customer-side dependency. 
24. Services discontinued due to Customer breach. 
25. Account suspended due to non-payment or policy violation. 

44. Customer Delay or Non-Cooperation

Refunds will not be provided where delay, non-delivery, or non-usage is caused by Customer-side issues, including: 

1. Delay in providing data. 
2. Delay in giving approvals. 
3. Delay in providing access credentials. 
4. Delay in assigning internal team. 
5. Delay in attending training. 
6. Delay in confirming requirements. 
7. Delay in payment. 
8. Incorrect data provided by Customer. 
9. Customer-side internet, device, network, staff, or process issue. 
10. Customer’s third-party provider delay. 
11. Customer’s internal project cancellation. 
12. Customer’s change in scope or business priority. 

45. Termination for Breach 

If Treewalker Digital Private Limited suspends or terminates services due to Customer breach, including non-payment, misuse, unlawful activity, spam, data misuse, policy violation, or security risk: 

1. No refund will be provided. 
2. Outstanding invoices remain payable. 
3. Usage charges remain payable. 
4. Hardware dues remain payable. 
5. Third-party charges remain payable. 
6. Data export may be subject to payment clearance and applicable law. 
7. Replacement or support may be refused for unpaid or misused accounts. 

46. Statutory Rights

Nothing in this Policy limits rights that cannot be excluded under applicable law. 

If applicable law requires a refund, replacement, repair, cancellation right, disclosure, or other remedy, this Policy will apply subject to those legal requirements. 

For business-to-business transactions, refund, cancellation, and replacement rights will primarily be governed by this Policy, the invoice, order form, quotation, agreement, and applicable law. 

47. Internal Approval Rights 

Treewalker Digital Private Limited may approve exceptions to this Policy at its sole discretion. 

Any exception must be in writing and may be subject to: 

1. Management approval. 
2. Finance approval. 
3. Legal review. 
4. GST/accounting review. 
5. Return of hardware, if applicable. 
6. Deduction of costs. 
7. Issue of credit note. 
8. Future purchase adjustment. 
9. Settlement agreement. 

Verbal commitments, informal messages, or sales discussions will not override this Policy unless confirmed in writing by authorised personnel. 

48. Recommended Customer Checklist Before Purchase

Before purchasing software, hardware, or bundled packages, Customers should verify: 

1. Required software modules. 
2. Number of users. 
3. Number of stores. 
4. Number of warehouses. 
5. POS counter requirements. 
6. Hardware compatibility. 
7. Barcode/QR/RFID requirements. 
8. Printer and label requirements. 
9. WhatsApp usage requirements. 
10. Integration requirements. 
11. Ecommerce scope. 
12. Data migration scope. 
13. Training requirement. 
14. Support requirement. 
15. Payment terms. 
16. Subscription term. 
17. Renewal terms. 
18. Cancellation terms. 
19. Hardware replacement terms. 
20. Any third-party charges. 

49. Contact for Billing, Refund, or Replacement Requests 

For billing, refund, cancellation, or hardware replacement requests, contact: 

Treewalker Digital Private Limited
Product: Galla.app
Registered Office: Vikas Plaza.38/ 1A (4), Kanappana Agrahara, Hosur Rd, Phase II, Electronic City, Bengaluru, Karnataka 560100
Legal Email: legal@treewalkerlabs.com
Support Email: support@treewalkerlabs.com
Phone: +91-6366-740-274
CIN: U72900KA2021PTC153840
GSTIN: 29AAICT9733E1ZX 

50. Related Policies

This Policy should be read together with: 

1. Terms of Service. 
2. Privacy Policy. 
3. Cookie Policy. 
4. Data Processing Addendum. 
5. Subprocessor List. 
6. Acceptable Use Policy. 
7. WhatsApp Marketing Policy. 
8. Security Policy. 
9. Data Retention and Deletion Policy. 
10. SLA and Support Policy. 
11. Responsible Disclosure Policy. 
12. Incident Response Policy.