Refund and cancellation policy

This policy is between Broadmate Global and the organisation that subscribes to HRMS — the customer that pays for the seats and holds the account. Employees who use HRMS do not pay us and have no billing relationship with us; anything to do with their pay, their leave or their attendance record is a matter for their employer.

It covers subscriptions bought directly from us. If you obtained HRMS through a reseller or partner, that party’s own refund terms apply to the money you paid them, and you should raise a refund with them first.

A subscription normally starts with a free trial before any money is paid, unless you have agreed something different with us in writing. The trial is the full product, not a demonstration: you can add employees, mark attendance with the geofence and face check, run leave through approval, build payroll rules and generate a payslip. The trial runs for 14 days by default with a small number of seats, and no card is required to start it.

Because you can find out whether HRMS suits your organisation before paying, we do not refund a paid period afterwards. We would rather offer a genuine trial and be firm about refunds than offer a short trial and argue about them later.

If the trial ended before you had a fair chance to test the product, tell us at support@broadmate.org before you subscribe. Extending a trial is something we can do; a refund after the fact is not.

After the trial, HRMS is charged per seat per month, and each active employee uses a seat. The current price is the one shown on our website at the time you subscribe, and it is the price that applies to your subscription. We do not quote a figure in this document, because a figure in a legal page goes stale and then misleads.

Seats are paid for before the period they cover: an administrator raises an order in the product, pays it by UPI, and the seats take effect when we confirm the payment. We do not hold a card and nothing renews by itself — a further period is a further order. A billing period runs from the day we confirm the payment, for the number of months that payment covered. Where tax is charged on a payment and that payment is later refunded under this policy, the tax is refunded with it.

A seat is used by an active employee; somebody who has resigned, been terminated or been marked inactive does not use one. When every seat you have paid for is in use, the product refuses to make another employee active until more seats are bought, rather than quietly billing you for the extra — unless we have given you a short grace window while a payment clears.

Buying more seats mid-period is a fresh order for the total number of seats you want, paid before it takes effect. The new period runs from the day we confirm that payment and covers all your seats, so you are not charged twice for the seats you already had and there is no separate part-period charge to refund.

Removing an employee frees their seat for somebody else straight away. It does not reduce what you have already paid for and does not produce a refund. The seat count itself comes down only when we set it: tell us the number you want before you buy your next period. If your headcount moves a great deal month to month, tell us before you subscribe and we will agree how to count it.

Email support@broadmate.org from an address that belongs to an administrator on the account, or call +91 96080 60350, and say that you want to cancel. A phone request is confirmed in writing before it takes effect, so that a cancellation is never something somebody claims was agreed verbally.

We treat a cancellation as received on the day your email arrives, not the day we get round to it. There is no notice period and no cancellation fee.

• Your access continues to the end of the period you have already paid for.
• No further charges are taken after that period ends.
• Nothing is switched off early, and no feature is withdrawn as a consequence of your having cancelled.
• You can take an export of the organisation’s records before the period ends — see below.

A refund is owed when we have taken money we should not have taken. That is a question of fact, not of goodwill, and we do not argue about it.

Approved refunds go back to the account the money came from, by UPI or bank transfer. We cannot send the money somewhere else. Once we release a refund, how long it takes to appear is up to your bank. We will tell you the date we released it, so you have something to quote to them.

Email support@broadmate.org with the account name, the amount, the date of the payment and whatever identifies it — the order number, or the UPI reference you submitted when you confirmed the payment. A screenshot of the statement line is usually enough.

We acknowledge refund requests within 2 working days and tell you our decision, with a reason, within 7 working days. If a request is refused, the reason will point at the part of this policy it rests on.

If you think a payment is wrong, please raise it with us before asking your bank to reverse it. A bank dispute takes weeks; an email to us is usually settled in days.

Cancelling is not the same as deleting. Nothing is held hostage against payment, and nothing is erased the moment you stop paying.

• When the paid period ends, the account becomes read-only. Administrators can still sign in and read what is there. Nothing new can be recorded, and it stays that way until you pay for another period or ask us to close the account.
• Take your export before the paid period ends. An administrator can export the organisation’s records — employees, attendance, leave and payroll — as an encrypted archive. Encrypted identifiers such as PAN, Aadhaar and bank details are redacted from it, and uploaded files are described rather than included.
• Generating an export and downloading one both count as activity the read-only state blocks, so neither works once the paid period has ended. A generated export file is deleted 48 hours after it is created, for its own safety, and you can generate another while the account is still active.
• If you need an export after the period has ended, email us. We will re-open the account for long enough for an administrator to take one.
• Nothing is deleted because you stopped paying. The records stay as they are until you ask us in writing to delete them; we then delete them from the live system and tell you when it is done.

Export while the account is still active. Indian payroll and employment records carry statutory retention obligations that fall on you as the employer, not on us, and once your data is deleted we cannot produce it again.

We do not offer an uptime service level agreement, and there are therefore no service credits for downtime. Saying so plainly is more useful to you than implying a guarantee we have not made. We work to keep HRMS available and we will tell you what happened when it is not.

If a fault on our side genuinely prevents you from using HRMS for a sustained period, write to us. We will look at the period in question and decide what is fair, which may include extending your subscription. That is a case-by-case judgement, not an entitlement created by this policy.

This policy does not cover money you pay to anybody else — a third-party AI provider you use your own key with, your bank’s charges, or a reseller’s fees.

If you are not satisfied with a decision on a refund, cancellation or charge, write to support@broadmate.org with “Grievance Officer” in the subject line, or call +91 96080 60350. Say what you asked for, what we said, and what you think the right outcome is.

As the Consumer Protection (E-Commerce) Rules 2020 require, we acknowledge a grievance within 48 hours of receiving it and resolve it within one month. In practice most billing questions are settled the same week, and we will keep you informed rather than letting the month run down in silence.

We do not publish a postal address. If you need to send us something on paper, email support@broadmate.org first and we will arrange where to send it.

This policy is governed by the laws of India, and the courts of India have jurisdiction over any dispute arising from it. Nothing here removes a right you have under the Consumer Protection Act 2019 or the Consumer Protection (E-Commerce) Rules 2020; where this policy and those rights disagree, those rights win.

If we change this policy, the version date at the top of the page changes with it. A change never applies backwards: the policy that governs a payment is the one published on the day the payment was taken. We tell account administrators about substantive changes before they take effect.

Broadmate Global, maker of HRMS. For anything about billing, cancellation or refunds:

• Email: support@broadmate.org
• Phone: +91 96080 60350
• Website: broadmate.org

Please include the account name and the date of the charge in a billing email. It saves a round of questions and gets the money back to you sooner.