Skip to Content

Refund & Cancellation Policy



Effective Date: 26th April 2026 • Last Updated: 26th April 2026

This policy governs cancellation and refund terms for the CloudCCTV AI-Enabled Remote CCTV Video Management Service operated by Securizen SaaS LLP ("CloudCCTV", "we", "us", "our"), and applies to all customers who subscribe to our Services through our website, sales channels, or authorised partners.

1. Nature of Service CloudCCTV provides a continuous, real-time, Video Management-as-a-service subscription. Service is rendered continuously throughout the billing period and cannot be returned, recovered, or undone once provided. Subscriptions are billed monthly, quarterly, or annually in advance, in line with the plan selected by the Customer.

2. Free Trial New customers receive a complimentary 7-day live VMS trial on the first two cameras. The trial does not require advance payment and converts into a paid subscription only with the customer's express written authorisation. No charges are levied during the trial period.

3. Cancellation Policy

3.1 Customers may cancel their subscription at any time by sending written notice to sales@cloudcctv.app or calling +91 7218050050, with a minimum of seven (7) days notice before the next billing cycle.

3.2 Upon cancellation, VMS services will continue uninterrupted until the end of the paid billing period currently in effect. No refund is provided for the unused portion of the current billing period.

3.3 After cancellation takes effect, no further charges will be raised, and access to the customer dashboard, alerts, and recordings will be discontinued in accordance with our Data Retention Policy.

4. Refund Policy

4.1 General Rule — Non-Refundable. All fees, subscription payments, setup fees, onboarding fees, and other amounts paid to CloudCCTV are non-refundable.

4.2 Limited Exceptions. A refund may be granted only in the following narrowly defined situations: Cloud Gateway hardware is replaceable (not refundable) within 7 days of delivery if found defective on arrival, after inspection by our team." — because that's a physical product and a flat "no refund" on hardware will fail Razorpay verification.

(a) Duplicate Payment — Where the same invoice has been paid more than once due to a technical or banking error, the duplicate amount will be refunded in full.

(b) Service Never Activated — Where subscription fees have been paid but CloudCCTV has been unable to onboard the cameras for reasons solely attributable to CloudCCTV, and the customer has received no service for a continuous period of fourteen (14) days from the scheduled go-live date, a pro-rata refund of subscription fees for the affected cameras and period will be issued. Onboarding fees and integration charges remain non-refundable.

(c) Billing Error — Where the customer has been incorrectly charged due to a clerical error on our part, the over-charged amount will be refunded.

4.3 Excluded Situations. For clarity, the following do not qualify for a refund:

  • Customer-side network outages, internet failures, or power outages affecting their cameras or premises
  • Customer change of mind, business closure, premises shift, or reduction in VMS requirement
  • Customer failure to renew, missed alerts due to disabled notifications, or operational decisions taken by the customer
  • Force majeure events, including but not limited to internet routing failures, third-party platform outages, natural disasters, or governmental restrictions
  • Any fees paid to channel partners, resellers, installation contractors, or third-party hardware suppliers

5. How to Request a Refund or Cancellation

Email: sales@cloudcctv.app Subject line: "Refund Request — [Invoice Number]" or "Cancellation Notice — [Customer ID]" Please include: registered legal name, registered phone number, invoice number, payment reference, and the reason.

6. Processing Timeline

6.1 Cancellation requests are acknowledged within two (2) business days and effected on the next billing cycle as set out in section 3.

6.2 Approved refunds are processed within seven to ten (7–10) business days from approval. Credit to the customer's bank account or card depends on the issuing bank and may take a further 3–7 business days.

6.3 All refunds are made via the same payment instrument used for the original transaction.

7. Governing Law This policy is governed by the laws of India. Any dispute arising out of or in connection with this policy is subject to the exclusive jurisdiction of the courts at Mumbai, Maharashtra.

8. Amendments CloudCCTV reserves the right to update this policy. The current version will always be available at cloudcctv.app. Material changes will be communicated to active subscribers by email at least thirty (30) days in advance.

9. Contact Securizen SaaS LLP Email: sales@cloudcctv.app • Phone: +91 7218050050 • Website: cloudcctv.app