Refunds & Cancellations

1. Seven-day unused first-purchase window

You may request a full refund of your first paid cloud subscription within seven calendar days of payment if the purchased service has not been used to upload, analyse or export case records during the paid term. Creating a workspace or signing in alone does not disqualify an otherwise eligible request. Please evaluate the available free trial before purchasing.

2. Duplicate payments and service not activated

Contact us promptly if you paid twice for the same purchase, were charged an incorrect amount or paid successfully but your purchased service was not activated. We will verify the gateway and subscription records, correct the issue and refund any confirmed duplicate or excess charge. If we cannot deliver the purchased service, the undelivered purchase is eligible for a refund. These issues can be reported even after the seven-day unused-subscription window.

3. Used terms, renewals and cancellations

Used subscription terms and completed renewals are generally not refundable for a change of mind, reduced usage or an organisation's internal changes. Cancellation ordinarily takes effect at the end of the paid term and does not create a prorated refund for unused days. This does not exclude a verified billing error, an undelivered service, a separately agreed refund or rights required by applicable law.

You may choose not to renew a prepaid plan. To cancel future service or a separately authorised recurring-payment arrangement, contact support before the next billing date. If you authorised a bank or UPI mandate, also use the cancellation controls provided by your bank or payment provider. Requesting cancellation does not itself delete your evidence; arrange any required data exports and retention decisions with your workspace administrator.

4. How to request a refund or cancellation

Email info@prodevinfo.com from your registered billing email, or use our Contact Us page. Include your organisation, workspace URL, payment or invoice reference, payment date, amount and reason. Do not send card numbers, CVVs, passwords, UPI PINs or investigation records. Requests are reviewed against the payment and service records and we will communicate the outcome by email.

5. Refund processing

Approved refunds are initiated through the payment provider to the original payment method. After initiation, the credit generally appears within five to seven working days; the exact timing depends on your bank and payment method and may take longer. We will provide a refund reference where available. Contact us if the stated processing period has passed so we can check the status with the provider.

6. Failed or pending payments

A failed or pending payment is not treated as a completed subscription purchase. If your account was debited without a confirmed successful payment, contact us with the transaction reference and check the reversal status with your bank. A pending gateway confirmation or reversal is not a second charge issued by TraceLens.

Contact us

PRODEV Info Solutions
Campus IT Park, MES Kalladi College, Mannarkkad, Palakkad, Kerala 678583, India
Email: info@prodevinfo.com
Phone: +91 90488 87533
Monday–Saturday, 9:00 AM–6:00 PM IST