Cancellation & Refund Policy

The Client always receives a refund for unused months, whatever the reason for cancellation. The months already used are charged at the rate for the length of time the Client actually stayed. This policy covers the Platform Subscription Fee only.

2.1 How to cancel

The Client can cancel a Plan by emailing hello@trunion.in or by calling Trunion on 9180114984. The notice takes effect on the day Trunion receives it. Trunion confirms every notice by email or message, and a phone cancellation is not complete until Trunion has confirmed it.

2.2 Notice period

The notice period is 7 days. The Plan and all services continue during the notice period, and the Plan ends on the Service End Date, which is the 7th day after notice is received. A Plan that ends because a Client pays the placement fee, or because Trunion cannot supply a replacement (clause 2.5), ends without a notice period.

2.3 How the refund is worked out

Follow these steps.

1. Count the months used. Plan months run in blocks of one month from the Plan Start Date. Any month that has begun by the Service End Date counts as a full month used. Part months are not refunded.
2. Pick the monthly rate from the months used. Every month used is charged at the rate for the tier that matches the total months used, not the Plan the Client bought. The discount for the longer Plan is lost if the Client leaves early.
3. Subtract. Refund = Platform Subscription Fee paid (before GST) minus (months used × the monthly rate from step 2).
4. Add GST. If GST was charged and paid, GST at 18% on the refund amount is refunded too.
5. No other deductions. Trunion does not deduct payment gateway charges or any cancellation charge.

A Quarterly Plan is always charged at ₹3,999 a month, so no recalculation is needed. If the months used equal or exceed the Plan term, no refund is due.

Key example. A Client buys the 12-month Plan for ₹34,999 and the Service End Date falls in month 3. Three months are used and charged at ₹3,999, which is ₹11,997. The refund is ₹34,999 − ₹11,997 = ₹23,002, plus 18% GST of ₹4,140.36. More examples are in the table below.

2.4 Cancellation by Trunion

If Trunion ends a Plan under clause 1.17, unused months are refunded under clause 2.3.

2.5 When Trunion cannot provide a replacement

If the Client asks for a replacement and Trunion does not share replacement profiles within 72 hours, the Client may cancel immediately, with no notice period. The refund also includes the month in which the replacement was requested. That month is not counted as used.

For example, if a replacement is needed in month 4 of a 12-month Plan and Trunion cannot provide it, the Client is refunded for the 9 months from month 4 to month 12. Months 1 to 3 are counted as used.

2.6 Caregiver salary is not refunded by Trunion

This policy applies only to the Platform Subscription Fee. Trunion does not refund or reimburse any salary paid to a Caregiver. On cancellation, the Client must clear all pending salary dues directly with the Caregiver up to their final working day.

2.7 Refund timelines

Trunion approves a refund within 10 to 15 working days of the request and pays it within 10 working days of approval. It is paid to the original payment method, subject to the Consumer Protection (E-Commerce) Rules, 2020.

2.8 Refund examples

All amounts are in rupees, with GST at 18% on the refund amount. Refund = fee paid − (months used × rate).