Refund and Cancellation Policy
Effective 6 August 2026 · The CA Office
This policy explains how cancellations and refunds work for the infrastructure monitoring and backup service provided by The CA Office. It applies alongside our Terms and Conditions.
1. What you are paying for
The Service is a subscription. Fees cover a dedicated monitoring environment provisioned for your organisation and kept running for the billing period, whether or not you use it. Because that capacity is reserved for you, fees are generally charged for the full period.
2. Cancelling
You may cancel at any time by writing to hello@thecaoffice.com or through the control panel. Cancellation takes effect at the end of your current billing period; your environment stays available until then. We do not automatically pro-rate a partly used period.
3. When we do refund
We will refund you in these circumstances:
- Provisioning failure — if we are unable to provision your environment within 7 working days of payment, you may request a full refund.
- Duplicate or incorrect charge — refunded in full once verified.
- Extended outage — if the Service is unavailable for more than 72 consecutive hours due to a fault on our side, you may request a pro-rata credit or refund for the affected period.
- Cancellation within 7 days of first subscribing — new customers may cancel their first subscription within 7 days of activation for a full refund, provided the environment has not been used to onboard devices beyond initial testing.
4. When we do not refund
- Periods already elapsed on a subscription.
- Renewal periods where cancellation notice was given after renewal.
- Suspension or termination for breach of the Terms and Conditions.
- Downtime caused by your own infrastructure, network or third-party providers.
- Loss arising because you relied on the Service as your only monitoring or backup safeguard.
- One-off setup, migration or professional services fees once the work has been carried out.
5. How to request a refund
Write to hello@thecaoffice.com with your organisation name, the invoice number, and the reason for the request. We will acknowledge within 3 working days and decide within 10 working days.
6. How refunds are paid
Approved refunds go back by the same method you paid with, within 7 to 10 working days of approval, subject to your bank's processing times. Applicable taxes are refunded proportionately. Bank charges or payment gateway fees are not refundable where they have already been incurred.
7. Your data on cancellation
Cancelling does not immediately destroy your data. Your monitoring data stays available for export for 30 days after the subscription ends, after which it and the containers holding it are permanently deleted. Please export anything you need within that window.
8. Disputes
If you are unhappy with a refund decision, raise it with us first at hello@thecaoffice.com. We would rather resolve it directly than have you go elsewhere.
Contact
The CA Office
A102 Shram Siddhivinayak,
Wadala Truck Terminal, Wadala East,
Mumbai 400037
Email: hello@thecaoffice.com