Refund & Cancellation Policy

This Refund & Cancellation Policy explains how cancellations, refunds and failed payments work for TikitDesk, a cloud-based helpdesk and ticketing platform. It should be read together with our Terms of Service. TikitDesk is a subscription software service (SaaS) — we do not sell physical goods.

You can start on our Free (Starter) plan at no cost, and new workspaces that choose a paid plan (Professional or Scale) begin with a 15-day trial. No credit card is required for the trial and you are not charged during it.

If you do not activate a paid subscription when the trial ends, your workspace moves automatically to the Free plan. Because nothing was charged, no refund is involved. If you do choose to pay, our 15-day money-back guarantee applies to your first paid subscription payment.

You can cancel or downgrade your paid subscription at any time from the billing section of your workspace by choosing a lower plan or the Free plan.

• Takes effect at the end of your paid period. Your current plan, seats and features stay fully available until the period you already paid for ends.
• Then your workspace moves to the Free plan. Your tickets and data are kept according to our data retention terms, although Free-plan limits apply.
• Within 15 days of your first payment? You can claim our money-back guarantee instead of waiting for the period to end. Once the refund is issued, your workspace moves to the Free plan.
• Changed your mind? A scheduled downgrade can be cancelled from the same billing section any time before it takes effect.
• Need help? If you cannot cancel from the dashboard, email support@tikitdesk.com and we will do it for you.

Subscriptions are billed in advance, and each payment covers a fixed period (monthly or annual).

How the guarantee works

• It covers the first paid subscription payment made by a new customer.
• Send your request within 15 days of the payment date — see How to Request a Refund.
• If approved, you receive a full refund of that payment, and your workspace moves to the Free plan once the refund is issued.
• The guarantee is available once per customer. Later payments (such as plan changes or added seats) are not covered by it.

Outside the guarantee

• No refunds for partial months of service, or for unused months and unused seats, once the 15-day guarantee period has passed or on payments the guarantee does not cover — including when you cancel part-way through a billing period.
• Seat top-ups (adding users part-way through a period, charged pro-rata) are non-refundable once the seats have been added.

Billing mistakes — full refund at any time

• You were charged more than once for the same order (duplicate payment).
• The amount charged differs from the price shown at checkout.
• Payment was successful but the plan or seats were not activated, and we were unable to resolve it.

Please report any such issue within 7 days of the charge so we can investigate it against the payment records.

To claim the 15-day money-back guarantee or report a billing problem, email support@tikitdesk.com from your registered account email with the subject line "Refund Request" and include:

• Your workspace / company name and registered email address
• The payment ID or order ID (shown in your billing history and on your payment receipt)
• The date and amount of the charge — and, for a billing problem, a short description of the issue (for a guarantee request, a reason is optional)

We acknowledge every request within 3 business days and let you know whether it is approved.

Approved refunds are issued to the original payment method (card, UPI, net banking or wallet) through our payment partner, Razorpay. Once we approve a refund it is normally credited within 5–7 business days, though your bank or card issuer may occasionally take a little longer to show it in your statement.

We cannot refund to a different account or payment method than the one used for the original payment.

If money was deducted from your account but the payment failed or your plan did not upgrade, the amount is usually reversed automatically by your bank within 5–7 business days. If your plan is still not active after a successful payment, or the money has not been reversed after that time, email support@tikitdesk.com with your payment ID and we will fix it or refund you.

Please contact us first before raising a chargeback with your bank — we can usually resolve billing problems much faster directly.

Questions about cancellations, billing or refunds? We are happy to help.

• Billing & refunds: support@tikitdesk.com
• Response time: within 3 business days.