Terms & Conditions

Last updated on May 23rd 2023

The Website Owner, including subsidiaries and affiliates ("Website" or "Website Owner" or "we" or "us" or "our”) provides the information contained on the website or any of the pages comprising the website ("website”) to visitors ("visitors”) (cumulatively referred to as "you" or "your” hereinafter) subject to the terms and conditions set out in these website terms and conditions, the Privacy policy and any other relevant terms and conditions, policies and notices which may be applicable to a specific section or module of the website.

Welcome to our website. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our Privacy policy govern Khata Billing’s relationship with you in relation to this website.

The term ‘Khata Billing’ or ‘us’ or ‘we’ refers to the owner of the website whose registered/operational office is Yogi Chowk, Surat - 395010, Gujarat, India. The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

• The content of the pages of this website is for your general information and use only. It is subject to change without notice.

• Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

• Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

• This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

• All trademarks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website.

• Unauthorized use of this website may give rise to a claim for damages and/or be a criminal offense.

• From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information.

• You may not create a link to this website from another website or document without Khata Billing’s prior written consent.

• Your use of this website and any dispute arising out of such use of the website is subject to the laws of India or other regulatory authority.

Definitions

To avoid any ambiguity, the following terms carry the meanings given below wherever they appear in these Terms, the Cancellation & Refund Policy, the Privacy Policy, and the Shipping & Delivery Policy (together, the “Policies”):

• “Platform”, “Software”, or “Service” means the Khata Billing web application, mobile application, and all related features, tools, and services.

• “Account” means the registered user account through which you access and use the Platform.

• “Subscription” means a paid plan that unlocks premium features of the Platform for a defined period (provided on an annual basis unless stated otherwise at the time of purchase).

• “Business Day” means Monday to Saturday, 10:00 AM to 6:00 PM IST, excluding Sundays and public holidays observed in Surat, Gujarat, India.

• “Core Feature” means a primary function of the Platform that is explicitly advertised on our website or plan description at the time of your purchase (for example, GST invoice generation). Features not advertised, features described as “coming soon”, and optional or experimental features are not Core Features.

• “Reasonable Time”, in the context of investigating a reported issue, means a period of up to fifteen (15) Business Days from the date we receive complete information from you, which may be extended where the issue is complex or depends on a third party.

Customer Support — Availability & Response Times

Khata Billing is committed to supporting every customer who uses our platform. However, by using our services, you agree to and acknowledge the following support terms:

1. Support Channels

We provide customer support through multiple channels, including phone calls, SMS, WhatsApp, email, and in-app support tickets. While we strive to be available across all channels, the availability and response speed of each channel may vary depending on current demand, staff availability, and the nature of your query.

2. Response Time Expectations

We do not guarantee instant or same-day responses to all support requests. Response times may be affected by:

• Volume of incoming support requests at the time of your query.

• Complexity of the issue — technical or billing issues may require escalation and additional investigation time.

• Business hours — our primary support hours are Monday to Saturday, 10:00 AM to 6:00 PM IST. Support requests submitted outside these hours, on Sundays, or on public holidays will be addressed on the next available business day.

• National or regional public holidays observed in Gujarat, India.

• Staff availability due to team size, training, or unforeseen circumstances.

While we target a response within 1–2 business days for most queries, more complex issues may take longer. We appreciate your patience and assure you that every support request is logged and attended to in the order it is received.

3. Every Customer Receives Support

We do not deprioritize or ignore any customer’s support request. Every registered user — whether on the free plan or a paid subscription — is entitled to receive support assistance. However, the priority and speed of support may differ based on subscription tier, severity of the issue, and channel used.

4. Support Delays Are Not Grounds for Cancellation or Refund

If you feel your support request has not been addressed within a reasonable time, we encourage you to follow up via email at info@khatabilling.com with your registered mobile number and a description of your issue. We will prioritize follow-up requests.

5. Accurate Information Required for Support

To help us resolve your issue quickly, please provide accurate and complete information when raising a support request — including your registered phone number, business name, and a clear description of the problem. Incomplete or inaccurate information may delay resolution.

6. Support Escalation Process

To ensure your query reaches us and is resolved efficiently, we request that you follow this escalation path in order rather than repeatedly using a single channel:

• Step 1 — Phone Call: Call our support number during business hours for general guidance and quick assistance.

• Step 2 — WhatsApp: If your call is not answered — our team may be assisting other customers — please message us on WhatsApp instead of calling repeatedly. We will respond as soon as we are available.

• Step 3 — Email or Support Ticket: If your issue cannot be resolved over WhatsApp, please raise a support ticket or email us at info@khatabilling.com with full details. This is the correct channel for any issue that needs investigation, tracking, or a written record.

Every genuine support request received through these channels will be reviewed and responded to. However, an immediate response cannot be guaranteed, and we request your patience during weekends, public holidays, non-working hours, or periods of high support volume, when response times may be longer than usual.

Scope of Support Channels

Different support channels are intended for different purposes. Understanding this helps us serve you better and ensures your request is handled and recorded correctly:

• Phone calls and WhatsApp are primarily intended for general guidance, basic usage assistance, and account-related queries.

• Feature requests, technical changes, bug reports, customization requests, and enhancement suggestions must be submitted through email or the official support system so they can be properly recorded, reviewed, and tracked.

• Verbal discussions over phone or WhatsApp are not treated as official feature requests, commitments, or development approvals. Only requests received through our approved written channels (email or support ticket) will be considered for review and tracking.

Remote Access Support

Remote access tools such as AnyDesk, TeamViewer, remote desktop sessions, screen-control software, or similar services are not part of our standard support offering. Our support is provided through guidance, documentation, phone, WhatsApp, email, and support tickets. Customers should not demand or expect remote access support, and the unavailability or refusal of remote access assistance does not, by itself, qualify a customer for a refund or subscription cancellation.

Respectful Communication & Conduct

We are committed to helping every customer, and we ask that all communication with our support representatives remains respectful and professional. To protect our support staff:

• Abusive, threatening, harassing, offensive, or otherwise inappropriate behavior toward our staff may result in suspension or restriction of support services.

• Excessive arguments, repeated harassment, or misuse of our support channels may result in support limitations at the company's sole discretion.

These measures are intended solely to maintain a safe and professional support environment. They do not affect your access to the software features included in your active subscription.

Subscription, Platform Use & Acceptable Conduct

• Khata Billing subscriptions are provided on an annual basis. By subscribing, you agree to our Cancellation & Refund Policy, which is incorporated into these Terms by reference.

• You agree not to use the platform for any unlawful purpose or in a manner that violates applicable Indian laws, including but not limited to GST regulations, the Information Technology Act, 2000, and any applicable RBI guidelines.

• You are solely responsible for the accuracy of the data you enter into the platform, including GST numbers, invoices, and financial records.

• You agree not to attempt to reverse-engineer, copy, duplicate, or redistribute any part of the Khata Billing platform or its underlying code.

• Khata Billing reserves the right to suspend or terminate accounts found to be in violation of these terms, without obligation to provide a refund.

Account Registration, Security & Your Responsibilities

• You are responsible for providing accurate, current, and complete registration information and for keeping it up to date. Accounts created using false, incomplete, or someone else's details may be suspended or terminated without refund.

• You are solely responsible for maintaining the confidentiality of your login credentials, OTPs, and password. All activity that occurs under your Account is your responsibility. Khata Billing is not liable for any loss arising from unauthorized use of your Account where you failed to keep your credentials secure.

• As stated in our Privacy Policy, our team will never ask for your password or OTP. You must never share these with anyone. Losses arising from sharing your credentials with any third party are not the responsibility of Khata Billing and do not qualify for a refund.

• You must notify us immediately at info@khatabilling.com if you suspect any unauthorized access to or use of your Account.

Service Availability, Maintenance & No Uptime Guarantee

We work hard to keep the Platform available and reliable, but the Platform is provided on an “as is” and “as available” basis. By subscribing, you acknowledge and agree that:

• We do not guarantee that the Platform will be available 100% of the time, uninterrupted, or entirely error-free. No specific uptime percentage or service-level guarantee (SLA) forms part of your Subscription.

• The Platform may be temporarily unavailable due to scheduled maintenance, upgrades, backups, or emergency repairs. We will try to schedule planned maintenance during off-peak hours where practical, but we may not always be able to give advance notice.

• Temporary downtime, maintenance windows, or interruptions caused by factors beyond our reasonable control (including hosting providers, internet infrastructure, telecom operators, or third-party services) do not constitute a failure of service and are not grounds for a refund, credit, or extension of your Subscription.

Your Data & Backups

• You retain ownership of the business data you enter into the Platform. Our handling of your data is governed by our Privacy Policy.

• While we maintain regular backups as part of our operations, you are responsible for independently exporting and keeping your own copies of important business records. Khata Billing is not liable for any loss of data caused by factors outside our reasonable control, incorrect data entry, or your own actions (such as accidental deletion).

• You are solely responsible for the correctness and legal compliance of the data, GST details, invoices, and financial records you generate using the Platform. The Platform is a tool to assist your business; it is not a substitute for professional accounting, tax, or legal advice.

Subscription Term, Renewal, Expiry & Non-Payment

• Subscriptions run for the term selected at purchase (annual unless stated otherwise) starting from the date of successful payment confirmation.

• Access to premium features continues only for the duration of an active Subscription. On expiry, premium features may become unavailable and your Account may revert to the free plan until renewed.

• Prices, plans, and feature inclusions may change over time. Any change in pricing applies to new purchases and renewals from the date of publication and does not affect the price of an already-active Subscription term.

• We may retain your data for a limited period after expiry or cancellation so you can renew without loss, after which it may be deleted in line with our Privacy Policy. You are encouraged to export your data before your Subscription ends.

Changes to the Platform

Khata Billing is actively developed. We may add, change, improve, remove, or discontinue features, modules, or functionality at any time in order to maintain, secure, and improve the Platform. We are not obligated to retain any particular feature indefinitely. Where a change materially affects a Core Feature, we will make reasonable efforts to provide an equivalent or improved capability. Changes to features are not, by themselves, grounds for a refund, as further explained in our Cancellation & Refund Policy.

Third-Party Services

The Platform relies on certain third-party services (such as payment gateways, SMS/WhatsApp providers, hosting providers, and app stores) to function. We are not responsible for the acts, delays, failures, downtime, or charges of these third parties. Issues caused by third-party services — including payment gateway errors, OTP or SMS delivery delays by telecom operators, or app-store availability — are outside our control and are not grounds for a refund.

Chargebacks & Payment Disputes

Limitation of Liability

We as a merchant shall be under no liability whatsoever in respect of any loss or damage arising directly or indirectly out of the decline of authorization for any Transaction, on Account of the Cardholder having exceeded the preset limit mutually agreed by us with our acquiring bank from time to time.

To the maximum extent permitted by applicable law, Khata Billing shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunities, arising from your use of or inability to use the platform, even if we have been advised of the possibility of such damages.

To the maximum extent permitted by applicable law, our total aggregate liability to you for any and all claims arising out of or relating to the Platform or these Terms shall not exceed the total amount actually paid by you to Khata Billing for the Subscription during the three (3) months immediately preceding the event giving rise to the claim. Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under applicable Indian law.

Indemnification

You agree to indemnify and hold harmless Khata Billing, its owners, employees, and partners from and against any claims, losses, liabilities, damages, costs, or expenses (including reasonable legal fees) arising out of your misuse of the Platform, your violation of these Terms or any applicable law, the inaccuracy of data you enter, or your infringement of any third party's rights.

Force Majeure

Khata Billing shall not be held liable for any failure or delay in performance caused by events beyond our reasonable control, including but not limited to natural disasters, power or internet failures, hosting or telecom outages, cyber-attacks, government actions, strikes, pandemics, or other force majeure events. Such events do not constitute a breach of these Terms and are not grounds for a refund.

Governing Law & Jurisdiction

These Terms and Conditions shall be governed by and construed in accordance with the laws of India. Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts in Surat, Gujarat, India.

General Provisions

• Entire Agreement: These Terms, together with the Cancellation & Refund Policy, Privacy Policy, and Shipping & Delivery Policy, constitute the entire agreement between you and Khata Billing and supersede any prior verbal or written understanding, representation, or assurance not expressly stated in these Policies.

• No Verbal Commitments: No statement, assurance, or commitment made verbally (including over phone or WhatsApp) or by any individual staff member overrides these written Policies. Only commitments made in writing by an authorized representative of Khata Billing are binding.

• Severability: If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

• Waiver: Our failure to enforce any right or provision of these Terms on any occasion shall not be considered a waiver of that right or provision.

• Assignment: You may not transfer or assign your Account or rights under these Terms without our prior written consent. We may assign our rights and obligations to a successor or affiliate.

Changes to These Terms

Khata Billing may update or modify these Terms and any of the Policies at any time to reflect changes in our services, legal requirements, or business practices. Updates take effect from the date they are published on this page, and the “Last updated” date above will be revised accordingly. Your continued use of the Platform after changes are published constitutes your acceptance of the updated Terms. We encourage you to review this page periodically.

If you have any questions about these Terms, please contact us at info@khatabilling.com.