Refund Policy

Effective Date: 14th Sept, 2026                                                                                           Version: 1.0

1.    APPLICABILITY:

1.1.           This Refund & Cancellation Policy ("Policy") applies to the subscription fee paid by a Community to MemberSpace for access to the Platform, as described in the Terms of Service, Clause 6 (Fees, Billing and Subscription). Capitalised terms used but not defined in this Policy have the meaning given to them in the Terms of Service or the Privacy Policy, as applicable.

1.2.           This Policy does not apply to funds collected by or on behalf of a Sub-Community through the Sub-Community Donations or Sub-Community Expenses Modules, which are addressed separately in Clause 7 of this Policy and in Terms of Service Clause 7 (Handling of Funds).

2.      SUBSCRIPTION MODEL AND BILLING:

2.1.           The subscription fee payable by a community, the billing cycle, and any minimum fee are as set out in Terms of Service Clause 6.1, as confirmed to the Community at the time of subscribing or renewing, and as stated on the applicable Order Form or invoice.

2.2.           All fees are exclusive of GST and other statutory levies, which are charged additionally in accordance with Terms of Service Clause 6.2.

2.3.            Invoices are payable in full, in Indian Rupees, within 15 (fifteen) days of the invoice date.

2.4.           Any revision to the subscription pricing will be notified to Community Admins at least two (2) months prior to the effective date of the revised pricing, in accordance with Terms of Service Clause 6.4, and will apply prospectively from the next billing/renewal cycle following such notice. A Community that does not wish to accept a revised price may decline to renew in accordance with Clause 3 of this Policy.

3.      RENEWAL:

3.1.           Save as set out in sub-clause 3.2 below, subscriptions do not renew automatically. A subscription renews only on the admin’s affirmative confirmation, given prior to expiry of the then-current subscription term, and MemberSpace does not charge a Community for a renewal term in the absence of such confirmation, in accordance with Terms of Service Clause 6.5.1.

3.2.           Where a community has opted into auto-renewal in accordance with Terms of Service Clause 6.5.2, that Community's subscription will renew automatically at the end of the then-current term, and the corresponding subscription fee will be charged to the payment method on file, unless the Community cancels the auto-renewal before the renewal date in accordance with Clause 4 below.

3.3.           Auto-renewal will only apply where MemberSpace has:

3.3.1.       obtained the Community's affirmative, non-pre-selected opt-in;

3.3.2.       sent a reminder notice at least 7 (seven) days before the renewal, stating the renewal date and the exact amount to be charged; and

3.3.3.       provided the Community with a simple, self-service mechanism to cancel the renewal at any time before the renewal date, consistent with Reserve Bank of India guidelines on recurring/e-mandate payments and the Consumer Protection (E-Commerce) Rules, 2020.

4.      CANCELLATION OF A SUBSCRIPTION:

4.1.           A Community may cancel its subscription at any time by written notice to support@memberspace.app. Cancellation takes effect from the end of the then-current subscription term, and does not entitle the Community to a refund of fees already paid for the current term, save as set out in Clause 6 below. Where a refund is available under Clause 6.2, the Admin must raise the request within 30 (thirty) days of the payment date, by writing to MemberSpace's support team at support@memberspace.app, in accordance with Clause 6.3.

4.2.           Where a Unit is sold, or a Member's seat is transferred to an incoming owner, mid-term, the paid subscription for that Unit continues to apply for the remainder of the then-current term, and no separate refund or additional charge shall arise solely from such a transfer, subject to the incoming owner being validly onboarded by the Admin.

5.      REFUNDS:

5.1.           Subscription fees, once paid and the corresponding subscription term commenced under Clause 3 whether by Self-Service Registration or Assisted Registration, are generally non-refundable, including where a community chooses to stop using the Platform before the end of the subscription term, or where individual Members leave, sell their Unit, or reduce in number during the subscription term. This general position is subject only to the limited exceptions set out in Clause 6.2, which must be raised, through MemberSpace's support team, within the 30 (thirty) day timeline described in Clause 6.3.

5.2.           Notwithstanding sub-clause 5.1, MemberSpace will consider a refund, in whole or in part, only in the following circumstances:

5.2.1        where a community has been charged more than once for the same subscription period, or has been charged an incorrect amount due to a billing or renewal system error attributable to MemberSpace;

5.2.2        where MemberSpace fails to activate the subscribed Services within a reasonable period of 10 (ten) days after payment, for reasons solely attributable to MemberSpace;

5.2.3        where MemberSpace is unable to cure a material, continuing failure to provide the core Services after having been given written notice and a reasonable opportunity, of not less than 15 days, to remedy the failure.

5.3.           A refund request under sub-clause 5.2 must be raised within 30 (Thirty) business days of the payment or the event giving rise to the claim, failing which the claim shall be deemed waived, save for a claim under sub-clause 5.2(b), which may be raised within 30 (thirty) days of the disputed renewal charge, consistent with the disputed-charge window in Terms of Service Clause 6.8.

5.4.           The following are strictly non-refundable:

5.4.1.       subscription fees for any period during which the Community had access to the Platform, save as set out in sub-clause 5.2;

5.4.2.       any GST or other statutory levy paid on the subscription fee; and

5.4.3.       fees for any add-on, customisation, onboarding/migration assistance, or professional service that has already been performed.

6.      NON-PAYMENT AND SUSPENSION:

6.1.           Where payment is not received within the 15 (fifteen) day period described in Clause 2.3, MemberSpace may charge interest on the overdue amount at 18% per annum and, after providing reasonable notice, suspend the Community's access to the Platform, in accordance with Terms of Service Clause 6.7. No interest accrues under this Clause where non-payment is solely due to a force majeure event, consistent with Terms of Service Clause 16.

6.2.           Where an account is suspended solely for non-payment, MemberSpace shall retain the Community's Data in read-only storage for 60 (sixty) days from the date of suspension, in accordance with Terms of Service Clause 14.5, to allow the Community an opportunity to cure the default and resume full access. If the default is not cured within this period, MemberSpace may treat the subscription as terminated and the Export Window described in Terms of Service Clause 14.4 shall commence.

6.3.           No refund is payable in respect of a period during which the Community's access was suspended for its own non-payment.

7.      DONATIONS AND EXPENSES:

7.1.           As set out in Terms of Service Clause 7 (Handling of Funds), any type of Donations and Expenses Modules are record-keeping and facilitation tools. Unless separately and expressly agreed in writing including under a dedicated payment-services addendum, MemberSpace does not itself collect, hold, or disburse donation or expense monies on behalf of any Community or Sub-Community or member or party; such payments are pass-through transactions directly between the paying Member and the bank account nominated by the relevant Community or Sub-Community or member or party.

7.2.           Because MemberSpace does not hold these funds, any refund of a donation or expense contribution is a matter between the contributing Member and the relevant Community or Sub-Community, governed by that Community's or Sub-Community's own rules, and is not a service MemberSpace can itself provide or process.

7.3.           Where a community or Sub-Community receives contributions from a person or source outside India, it should refer to Terms of Service Clause 7.2 regarding its own obligations under the Foreign Contribution (Regulation) Act, 2010.

8.      HOW TO REQUEST A REFUND:

8.1.           To raise a refund request under Clause 5.2, the admin should write to support@memberspace.app with the Community's account details, the invoice or payment reference, and the grounds for the request.

8.2.           MemberSpace will acknowledge the request within 48 (forty-eight) hours and aim to communicate a decision within 10 (ten) business days of receiving all necessary information.

8.3.           If a refund request is rejected and the Community disagrees with that decision, the Community may escalate the matter in writing to the Grievance Officer named in Clause 10, who shall review the matter within a further 10 (ten) business days.

9.      MODE AND TIMELINE OF REFUND:

9.1.           Approved refunds will be processed to the original payment method used for the transaction, within 30 days (Thirty) working days of approval, subject to the processing timelines of the relevant payment gateway and the Community's bank.

9.2.           No processing or restocking fee is deducted from an approved refund, unless expressly stated at the time the refund is approved.

10.  GOVERNING LAW, CONTACT AND GRIEVANCE OFFICER:

10.1.        10.1. This Policy is governed by the laws of India, and, consistent with Terms of Service Clause 21, any dispute arising out of or in connection with this Policy shall first be addressed through good-faith negotiation and, failing resolution, through arbitration seated in Hyderabad, Telangana, under the Arbitration and Conciliation Act, 1996.

10.2.        10.2. First-Line Support.  For routine refund or cancellation requests, please write to support@memberspace.app.

10.3.        For formal grievances that are not resolved through first-line support, please contact:

·      Name: Abhilash Gampa [confirm]

·      Designation: Grievance Officer

·      Email: support@memberspace.app

·      Phone: +91 80190 91218

Nothing in this Clause 10 shall be construed as preventing a Community or Member who qualifies as a ‘consumer’ under the Consumer Protection Act, 2019 from approaching a consumer forum or commission of competent jurisdiction under that Act, notwithstanding the agreement to arbitrate set out in Clause 10.1.