1. Delivery of Service
Diligent is a software subscription delivered entirely online. Access is activated immediately once a payment is confirmed; there is no physical product and nothing is shipped, so no shipping or delivery charges apply. Credits bought as a one-time top-up are added to your organisation's balance as soon as the payment is confirmed.
2. Cancelling a Subscription
You can cancel at any time from the Billing page in your account. Cancellation takes effect at the end of the current billing period: you keep full access until that date, and no further amount is debited.
We do not refund the unused portion of a billing period that has already been paid for. If you cancel one week into an annual plan, you keep access for the remaining year rather than receiving a refund for it.
3. Credit Packs
Credit packs are one-time purchases. Once credits have been added to your balance they are non-refundable, whether or not they have been used. Credits do not expire and carry over between billing periods for as long as your account is open.
4. When We Do Issue a Refund
We refund in the following cases:
- Duplicate charges. If the same order is charged more than once, we detect it and refund the duplicate automatically. Your plan and your credit balance are not affected: you keep what you correctly paid for once.
- Service not delivered. If an amount was debited but the corresponding plan or credits were never applied to your account, we refund it in full.
- Where required by law. Any case in which a refund is required under applicable law.
5. How Refunds Are Made
Approved refunds are returned to the original payment method through Razorpay. We initiate the refund within 3 business days of approving it; the amount typically reaches your account within 5–7 business days, depending on your bank or card issuer. We cannot refund to a different account, in cash, or as account credit in place of money.
6. Failed and Pending Payments
If a payment fails, no amount is captured and nothing is charged to you. If your bank statement shows a debit for a payment we did not confirm, the amount is normally auto-reversed by your bank within 5–7 business days. If it has not been, email billing@diligent.sh with the transaction reference and we will trace it with Razorpay.
7. Auto-Renewal
Paid plans renew automatically on the renewal date using the auto-pay mandate you approved at checkout: UPI Autopay or a card mandate, whichever you chose. As required by the Reserve Bank of India's e-mandate rules, you are notified before every debit. Larger amounts additionally require you to approve the debit yourself before it can be collected.
You can cancel the plan at any time before the renewal date and no further amount will be taken. You can also revoke the mandate directly with your bank: in your UPI app for a UPI Autopay mandate, or with your card issuer for a card mandate. A renewal that has already been debited is governed by section 2 above.
8. Changing Plans
Upgrading takes effect immediately and is charged pro rata for the remainder of your current period, with the corresponding credits added straight away. Downgrades take effect at the end of the current period rather than immediately, so there is no partial refund on a downgrade.
9. Raising a Request
Email billing@diligent.sh with your registered email address, the invoice number and the reason for the request. We respond within 2 business days. If you are not satisfied with the outcome, you can escalate to our Grievance Redressal Officer, whose details are on the Contact us page.