Terms and Conditions

Terms of Service

Welcome to Provalan! These Terms of Service ("Terms") govern your use of our web portal and related services. Please read these Terms carefully before accessing or using our services.

1. Service Availability and Maintenance

We strive to maintain the availability of our web portal and related services, hosted on servers provided by AWS and Hostinger. However, there may be times when access to our services is interrupted for maintenance, upgrades, or reasons beyond our control. We will endeavour to provide advance notice of any scheduled maintenance that may affect your access.

2. Third-Party Services

Our web portal integrates with various third-party services, including payment gateways and other vendor services, to enhance functionality. Use of these services is subject to their respective terms and conditions, and we cannot be held responsible for any interruptions or issues arising from these third-party services.

3. Data Privacy and Security

Protecting your data is a priority at Provalan. We have implemented robust measures to safeguard your information, including:

• Regular monitoring of our systems for vulnerabilities and threats.

• Data encryption in transit and at rest to protect sensitive information.

• Secure data backup policies to ensure data integrity and availability.

While we take every precaution to secure your data, it is important to note that no method of transmission over the internet or electronic storage is completely secure. Therefore, we cannot guarantee absolute security of your data.

In the event of unforeseen circumstances such as technical failures or cyber-attacks, we will take all reasonable steps to mitigate risks and protect your information. Our commitment to data security includes compliance with applicable data protection laws and regulations to ensure your privacy rights are respected.

If you have any concerns about the security of your data or if you believe there has been unauthorised access to your account, please contact us immediately at support@provalan.com. We are here to assist you and address any issues promptly.

4. Web Portal Functionality

Our web portal relies on internet connectivity and compatibility with various web browsers. While we strive to optimise compatibility, we cannot guarantee our services will function flawlessly across all browsers or internet connections. It is recommended to use modern browsers for the best experience.

5. User Responsibilities

• You are responsible for maintaining the confidentiality of your account and password, and for restricting access to your computer or device.

• You agree to accept responsibility for all activities that occur under your account or password.

• Giving login credentials or user access to your team or employees is your responsibility. You should exercise caution when allowing individuals to access your company dashboard.

6. Data Backup and Restoration

We offer daily backups as an add-on service, which may or may not incur additional costs. If you lose data due to your own actions, we may have a previous backup available. However, restoring your data from this backup will incur a fee based on the scope of work required.

To ensure the best chance of data recovery, you must inform us immediately if you need to restore data. Delays in notifying us may result in the permanent loss of data, for which we cannot be held responsible.

7. Customization and Additional Support Costs

Customization of the app by means of design, functionality, or integration with other systems may or may not be possible. If we provide any kind of support or customization, it is subject to additional costs beyond the standard pricing plan. These costs will be calculated based on the scope of work required.

8. Intellectual Property Rights

The content and materials available through our web portal are protected by intellectual property laws. You may not modify, reproduce, distribute, or create derivative works based on this content unless authorised by us.

9. Termination of Service

We reserve the right to terminate or suspend your access to our services at any time, without prior notice or liability, for any reason whatsoever, including without limitation if you breach these Terms.

10. Liability Limitations

To the fullest extent permitted by law, we disclaim any liability for damages or losses arising from interruptions in service, data breaches, or any issues related to third-party services. Our liability is limited to the maximum extent permitted by applicable law.

11. Pricing Plans

Our pricing plans are subject to change based on various factors, including but not limited to changes in taxes, resource costs, and other operational expenses. Any changes to pricing will not affect the ongoing service until the current billing term ends. The new pricing will apply from the next billing term.

12. Support Policy

We prioritise support requests based on the nature of the issue. Our support policy is as follows:

• High Priority Issues (production or live server issues, emergency situations such as data breaches): These will be responded to and acknowledged within 1 hour. High priority alarms may be addressed even on Saturdays, Sundays, and government holidays, as well as during disasters.

• Other Support Requests: The response time might be up to 2 working days. We aim to provide timely and effective support to all our subscribers.

• Cancellation and Refund Requests: These will be processed within 3 working days.

Please note that our support team may not be available on Saturdays, Sundays, government holidays, and during disasters, except for high priority alarms.

13. Cancellation and Refund Policy

Cancellation Policy:

• To cancel your subscription, you must inform us via email at support@provalan.com or by calling +9787111563.

• Cancellation requests must be made at least 45 days prior to the desired cancellation date.

• The reason for cancellation must be valid and bounded within our Terms and Conditions.

Refund Policy:

• No refunds are offered for monthly subscribers.

• Yearly subscribers who cancel will receive a refund of 85% of the unused portion of their subscription fee, calculated based on the remaining full months, excluding the current month if more than 15 days have been used.

• Refunds will be processed within 45 working days from the date of the approved cancellation request.

• Non-refundable charges such as taxes, installation support charges, or any third-party costs will be excluded from the refund.

Example Scenarios:

1. Scenario 1:

• Subscription start date: 1st July 2024

• Cancellation request date: 1st January 2025

• Subscription remains active until: 1st February 2025

• Refund calculation: 85% of the unused portion (5 months: February to June)

• Refund amount: 85% of (5/12 of the yearly fee), excluding non-refundable charges.

2. Scenario 2:

• Subscription start date: 1st July 2024

• Cancellation request date: 1st May 2025

• Subscription remains active until: 1st June 2025

• Refund calculation: 85% of the unused portion (1 month: June)

• Refund amount: 85% of (1/12 of the yearly fee), excluding non-refundable charges.

3. Scenario 3:

• Subscription start date: 1st July 2024

• Cancellation request date: 1st March 2025

• Subscription remains active until: 1st April 2025

• Refund calculation: 85% of the unused portion (3 months: April to June)

• Refund amount: 85% of (3/12 of the yearly fee), excluding non-refundable charges.

14. Dispute Resolution

Any dispute arising out of or relating to these Terms or your use of our services shall be governed by and construed in accordance with the laws of India, without regard to its conflict of law provisions.

Any legal action or proceeding between Provalan and you shall be brought exclusively in the courts located in Chennai, Tamil Nadu, India, and you agree to submit to the personal and exclusive jurisdiction of the courts in Chennai, Tamil Nadu, India for the purpose of litigating any such dispute.

15. Changes to Terms

We reserve the right to update or modify these Terms at any time. Changes will be effective immediately upon posting on our website. It is your responsibility to review these Terms periodically for changes.

16. Contact Us

If you have any questions or concerns about these Terms, please contact us at support@provalan.com.

By accessing or using our web portal, you agree to be bound by these Terms. If you do not agree with any part of these Terms, please do not use our services.