Billing Policy
Refund and Cancellation Policy
This policy applies to InCue subscriptions, paid software plans, optional WhatsApp automation, add-ons, demos, free trials, setup work, and related paid services.
Last updated: June 3, 2026
1. Introduction
This Refund and Cancellation Policy applies to InCue subscriptions, software plans, add-ons, optional WhatsApp/SMS automation, demos, trials, onboarding, custom services, and related paid services provided by MR Industry through the InCue platform.
2. About InCue Billing
InCue is a smart queue and token management SaaS product for clinics, hospitals, salons, diagnostic centers, service counters, offices, and other businesses. InCue may charge merchants for monthly software subscriptions, optional usage-based communication such as WhatsApp automation, add-ons, onboarding, setup, integrations, and custom services.
3. Monthly Subscription Plans
InCue is generally offered through monthly subscription plans. The selected plan may include software access, QR token generation, staff dashboard, TV display limits, customer tracking links, reports, analytics, staff users, and other plan-specific features. Subscription fees are charged based on the selected plan and applicable taxes. All prices are exclusive of GST unless specifically stated otherwise.
4. WhatsApp Automation Charges
WhatsApp automation is optional and usage-based unless specifically agreed otherwise in writing. If enabled, WhatsApp automation is charged at ₹1 + GST per generated token. A generated token flow may include multiple useful updates such as token confirmation, estimated wait or reminder updates, now-serving alerts, delay or early updates where applicable, and feedback links. WhatsApp automation charges may be billed separately from the monthly software subscription.
5. Cancellation by Merchant
Merchants may request cancellation of their subscription by contacting InCue support. Cancellation will stop future billing after the active billing period, unless otherwise agreed in writing. Access to paid features may continue until the end of the already paid billing period, subject to account status, plan rules, payment status, and any misuse or policy violation.
6. Effect of Cancellation
After cancellation, access to paid features may be downgraded, suspended, or disabled after the current billing period ends. The merchant may lose access to plan-specific features such as additional displays, staff users, reports, analytics, WhatsApp automation, or other paid features. InCue may retain certain records as required for billing, legal, security, tax, fraud prevention, support, or operational purposes.
7. Non-Refundable Subscription Fees
Unless required by applicable law or specifically approved by MR Industry, subscription fees for an active, partially used, or completed billing period are non-refundable. This includes cases where the merchant stops using the service before the end of the billing period, does not fully use all plan features, does not pair all allowed displays, does not add all allowed staff users, or does not generate the expected number of tokens.
8. Refund Review
Refund requests may be reviewed case by case at the sole discretion of MR Industry. Approval of one refund request does not create a right to future refunds. If a refund is approved, the amount may be adjusted for taxes, payment gateway charges, third-party charges, used services, consumed communication usage, setup work, discounts, or any outstanding dues.
9. Free Demo, Trial, Pilot, or Early Access
InCue may offer free demos, trials, pilot access, or early access at its discretion. Such access may be limited, modified, suspended, or discontinued at any time. Free demo, trial, pilot, or early access does not guarantee continued free use, future feature availability, fixed pricing, production access, or eligibility for refund after a paid plan is activated.
10. Add-Ons, Setup, Training, and Custom Services
Fees for custom setup, onboarding, training, integrations, data migration, IVR, custom reports, enterprise configuration, branding, development work, or other add-ons may be non-refundable once work has started, resources have been allocated, or the service has been delivered partially or fully.
11. WhatsApp/SMS and Third-Party Communication Costs
WhatsApp/SMS usage, message credits, communication charges, or provider-related costs may be non-refundable once generated, used, attempted, allocated, billed, or consumed. Third-party messaging providers may also apply their own charges, template rules, delivery limits, failures, or non-refundable costs. InCue is not responsible for refunds caused by third-party provider policy changes, template rejection, delivery failure, number blocking, provider downtime, or platform restrictions.
12. Payment Links and Failed Payments
InCue may issue payment links, invoices, or payment instructions through admin, sales, support, or authorized channels. If payment fails, expires, is reversed, disputed, or remains unpaid, InCue may suspend or restrict access until payment is completed. A cancellation request does not automatically waive unpaid dues or already incurred usage-based charges.
13. Renewal and Expiry
Subscription access may expire if payment is not completed before or after the renewal date, depending on the plan and account status. InCue may send renewal reminders, payment links, or subscription-related communication. If dues remain unpaid, InCue may suspend or cancel access to paid services.
14. Taxes and GST
GST and other applicable taxes will be handled as per Indian law. All plan prices, add-on fees, setup fees, and WhatsApp automation charges are exclusive of GST unless specifically stated otherwise. If a refund is approved, tax treatment may depend on invoice status, GST rules, accounting process, payment gateway rules, and already consumed services.
15. Abuse, Misuse, or Policy Violation
No refund will be provided if access is suspended or terminated due to misuse, unlawful activity, false information, payment fraud, spam, unauthorized communication, violation of WhatsApp/SMS rules, data misuse, security risk, staff misuse, customer harassment, or violation of InCue Terms and Conditions.
16. Downtime and Service Interruptions
InCue aims to provide reliable service, but refunds are not guaranteed for temporary downtime, maintenance, internet issues, device issues, browser issues, merchant-side configuration issues, third-party provider downtime, WhatsApp/SMS delivery issues, payment gateway issues, authentication provider issues, or events beyond our control. Any service credit, if offered, will be at the discretion of MR Industry.
17. Merchant Responsibility
Merchants are responsible for correct setup and usage of InCue, including services, staff users, display pairing, QR code placement, queue settings, WhatsApp enablement, billing details, and customer communication. Refunds will not be provided for issues caused by incorrect merchant setup, wrong staff usage, inactive devices, unpaired displays, poor internet, customer mistakes, or failure to follow onboarding instructions.
18. How to Request Cancellation or Refund
To request cancellation or refund review, contact InCue support with your business name, registered phone number or email, merchant account details, invoice/payment reference if available, and the reason for the request. We may ask for additional information to verify the account and review the request.
19. Processing Time
Cancellation or refund review may take reasonable time depending on verification, billing status, payment gateway timelines, tax/accounting checks, and third-party provider records. If a refund is approved, the time taken for the amount to reflect may depend on the payment method, bank, payment gateway, and applicable rules.
20. Changes to This Policy
MR Industry may update this Refund and Cancellation Policy from time to time. Updated policy terms will be published on this website. Continued use of InCue after policy updates means you accept the updated policy.
21. Contact for Billing Support
For cancellation, refund, billing, or subscription support, contact MR Industry / InCue at 9499105441 or support@incue.in. Website: incue.in. GSTIN: 06FXUPM5416C1Z9.