Legal
Cancellation & Refund Policy
Last updated: September 28, 2026 · KENELABS AI PRIVATE LIMITED
This policy clearly sets out the terms for cancellation of service and refund of fees paid for KeneLabs AI subscriptions and software licenses.
Overview
At KeneLabs AI (KENELABS AI PRIVATE LIMITED), we strive to provide our institutional clients and users with high-quality assessment and learning infrastructure. This Cancellation & Refund Policy outlines the terms and conditions regarding subscription cancellations, renewals, and refunds for paid services on kenelabsai.com.
Free Trial Plan
We offer a Free Trial tier that includes access to core assessment and proctoring features with no time limit and no credit card required. We encourage all prospective institutions to utilize this free tier to thoroughly test and evaluate our platform before purchasing a paid plan.
Subscription Cancellation
You may cancel your paid subscription at any time by contacting our support team at info@kenelabsai.com or through your dedicated account manager. Cancellation requests must be submitted at least 14 days prior to your next renewal date. Upon cancellation, your institution will retain access to the paid features until the end of your current active billing period (monthly, quarterly, or annual).
Refund Eligibility & Policy
For Monthly and Quarterly Subscriptions: Payments are non-refundable once the billing cycle has begun, except in instances of verified service unavailability exceeding our SLA (99.9% uptime). For Annual Subscriptions: If you cancel an annual subscription within the first 14 days of activation, you are eligible for a full refund minus any applicable payment gateway processing charges. If you cancel after 14 days, you may request a prorated refund for any unused full months remaining on your annual commitment. Custom Enterprise Engagements: Dedicated deployments and custom engineering contracts are governed by the specific refund terms outlined in their respective Master Service Agreements (MSAs).
Refund Processing & Timeline
Approved refunds will be processed within 15 to 30 business days from the date of approval. The refund will be credited back directly to the original payment method used during checkout (via our payment gateway Razorpay, bank transfer, or card). Depending on your banking institution, it may take a few additional days for the funds to reflect in your account statement.
Duplicate or Erroneous Charges
In the event of an accidental duplicate transaction or technical billing error, please notify us immediately at info@kenelabsai.com with your payment reference ID. We will verify and process a full refund for duplicate charges within 7 to 15 business days.
Contact & Dispute Resolution
For any questions or support regarding cancellations and refunds, please email info@kenelabsai.com or support@kenelabsai.com. We aim to respond to all billing inquiries within 1 business day.