Last updated: 2025-10-20
These Terms and Conditions ("Terms") govern your use of the Customer Service Management web application provided by Metiosys Software Solutions, a sole proprietorship operated by Joyal Mathew ("we", "us", "our"). By subscribing to or using the Service you agree to these Terms and to be bound by applicable Indian law.
We provide a subscription-based Customer Service Management web application (ticketing, analytics, automation, integrations). Features available depend on the plan and any add-ons you select. The Service may include optional integrations such as a Tally Add-on for data integration with Tally software, subject to separate terms outlined in this document.
Current subscription plans and pricing:
All prices are in Indian Rupees (₹). GST will be applied where applicable.
Subscriptions can be purchased for a minimum of one (1) month and up to twelve (12) months at a time. The chosen duration and expiry date will be displayed at checkout and in your account dashboard.
Manual payment model:
Customers may prepay for multiple months (up to 12 months) in a single payment to avoid monthly renewals. The prepaid period and expiry will be shown in your dashboard. At the end of the prepaid period, you will receive a renewal reminder and must manually pay to continue service.
If renewal payment is not received by the due date, your account may be temporarily suspended until payment is completed. Your data will be retained for a grace period as specified in your account settings and the Data Retention section below.
The Trial plan is free for 14 days. No payment details are required to start the trial, and you will not be charged automatically at the end of the trial period. If you choose to upgrade to a paid plan after the trial, you must initiate payment manually from your account dashboard or via the official payment link.
Because we do not perform any automatic charges at the end of the trial, you will not be billed unless you manually initiate payment. If you do notice an incorrect or duplicate charge resulting from a manual payment attempt (for example, duplicate submissions or a payment-processor error), please contact [email protected] within 7 days and we will investigate and assist, including arranging a refund where appropriate.
You may cancel anytime from your account dashboard. Cancellation becomes effective at the end of the paid billing period or at the end of the current trial if on trial. We reserve the right to suspend or terminate access for breach, fraud, or illegal activities.
Refunds are governed by our Refund Policy (link provided on site). Short summary: refund requests may be considered within 7 days of the initial charge for valid, unresolved technical issues. For prepaid multi-month purchases, refunds are handled as specified in the Refund Policy.
Users must not upload unlawful, infringing, defamatory, or harmful content. Do not attempt to reverse-engineer or compromise the Service. You are responsible for activity performed under your account credentials.
You retain ownership of the data you upload to the Service. We make reasonable efforts to back up data; however you should maintain your own backups. If you choose to use an external MongoDB Atlas account, your data will reside in your cloud account subject to MongoDB Atlas terms.
Optional Add-ons and Integrations: The Service may provide optional integrations (for example, the Tally Add-on) that allow authorized customers to connect their Metiosys Customer Service Management (CSM) account with external applications or databases.
Target Uptime: We aim to maintain a service uptime of at least 98.5% per calendar month, excluding scheduled maintenance, outages caused by third-party infrastructure providers, or force majeure events.
We may perform scheduled maintenance or upgrades, usually during off-peak hours, to improve the Service. Whenever possible, users will be notified at least 24 hours in advance via email or in-app notice.
Unscheduled downtime (for example, due to hosting provider issues, internet backbone failures, or other network problems) will be handled with priority. We will communicate incident status and estimated resolution times through our status page or via email where feasible.
The uptime target and related remedies do not apply to downtime caused by:
This uptime target is a service-level goal and not a binding guarantee. If the Service experiences extended or repeated unavailability attributable to our infrastructure, we may, at our discretion, offer service credits, subscription extensions, or other non-monetary remedies. Monetary damages for downtime are expressly excluded.
We protect personal data in accordance with our Privacy Policy and applicable Indian laws. We use HTTPS and reasonable security controls.
To the maximum extent permitted by law, our liability is limited to the fees you have paid to us in the preceding 3 months (or the fee paid for the prepaid period if applicable). We are not liable for indirect or consequential losses.
These Terms are governed by the laws of India. Disputes will be subject to the jurisdiction of the courts in the proprietor's place of residence.
As required under the IT Rules, 2011: