1. Scope

This Payment Terms & Refund Policy ("Payment Terms") governs all payments made on or in connection with the HEFGRO Platform, including: (a) Managed Procurement and Marketplace transactions for raw materials and products; (b) Smart Business Suite subscriptions and add-ons; and (c) any other paid services. It forms part of, and is incorporated into, the HEFGRO Terms and Conditions. Capitalised terms have the meanings given there.

2. Payment Methods and Processing

Payments are processed exclusively through licensed banks and payment service providers integrated with the Platform (e.g., card networks, bank transfer/NEFT/RTGS/wire, UPI in India, and other supported local methods). HEFGRO does not store full card numbers; payment credentials are handled by PCI-DSS compliant providers. You authorise our payment partners to charge your selected method for amounts due, including recurring subscription charges where you have enabled them in accordance with applicable rules (including RBI e-mandate requirements in India and SCA under PSD2 in the EEA/UK).

You must pay only through the official Platform channels. Never transfer funds to personal accounts or to bank details received by email or messaging without verifying them within the Platform. HEFGRO is not responsible for payments made outside the Platform's official payment flows.

3. HEFGRO Payment Protection System (Trade Transactions)

3.1 How It Works

For eligible Orders, the Buyer's payment is collected and held by our licensed payment partner in a designated account and is released to the Supplier only upon completion of the agreed milestone — by default, confirmed handover of the goods to the Buyer or the Buyer's nominated receiving point per the Order's INCOTERMS, supported by the agreed proof of delivery and, where applicable, the inspection certificate.

3.2 Milestones and Release

• The Order specifies the payment structure (e.g., advance percentage, milestone payments, balance on delivery) and the documents triggering each release (inspection certificate, bill of lading, delivery confirmation, acceptance window).
• If the Buyer does not raise a documented claim within the acceptance window stated in the Order (default: [7] days from delivery), funds are released to the Supplier.
• If a timely claim is raised, the disputed amount is held pending resolution under Section 8 (Disputes), and undisputed amounts are released.

3.3 What Payment Protection Is Not — Regulatory Position

HEFGRO never directly holds, pools or controls customer funds. All funds under the Payment Protection System are collected, held and settled exclusively by licensed banking and payment institutions — in India, by RBI-authorised banks and Payment Aggregators maintaining merchant funds in escrow accounts with Scheduled Commercial Banks in accordance with the RBI (Regulation of Payment Aggregators) Directions, 2025, including separate inward and outward collection accounts for cross-border flows; and in other jurisdictions, by institutions licensed under the applicable e-money, payment services or money transmission regime. HEFGRO is not a bank, escrow company, money transmitter, payment aggregator, payment institution, e-money issuer, deposit-taker or financial services provider, and does not hold itself out as such, unless and until it is specifically licensed to perform any such activity.

The Payment Protection System is a transaction-settlement safeguard operated with such licensed partners. It is not a bank deposit, not deposit insurance, not a guarantee of Supplier performance, not cargo insurance, and not an unconditional refund promise. Buyer remedies for non-conforming goods are as set out in the Order, these Payment Terms and applicable law.

3.4 International Trade Risks

Consistent with the Terms and Conditions, HEFGRO is not responsible for customs delays, port detention, government seizure, rejection of import or export permits, tariff changes or the imposition of trade sanctions. Where such an event prevents completion of a milestone, the protected funds for the affected portion are dealt with per the Order's risk allocation and INCOTERMS, the dispute process in Section 8, and any directions of competent authorities.

4. Insured Delivery

Where the Order includes HEFGRO-arranged cargo insurance (advertised cover of up to 110% of shipment value), cover is provided by licensed insurers under their policy wording. Claims require timely notification, intact documentation (survey reports, photos, transport documents) and compliance with policy conditions. Insurance proceeds, where paid, are applied to the affected party per the Order. Insurance does not replace the claims process in Section 8.

Role disclaimer: HEFGRO is not an insurer, customs broker, freight forwarder, cargo carrier, importer or exporter of record, bank or financial institution, and does not assume the liabilities of any such role, unless expressly agreed in a written contract signed by HEFGRO for the specific transaction. Insurance, customs, freight and carriage services are performed by the licensed third parties identified in the Order under their own terms and statutory liability regimes.

5. Prices, Currency and Taxes

• Prices: Trade prices are as quoted and confirmed in the Order. Quotes may be conditioned on commodity indices, freight and currency assumptions stated in the quote. Subscription prices are as published on the Pricing page or your order form.
• Currency: Prices are stated in the currency shown at checkout or in the Order (typically USD or INR). Your bank or card issuer may apply conversion charges; these are your responsibility.
• Taxes: Prices are exclusive of applicable taxes unless stated otherwise. You are responsible for GST/VAT/sales tax, customs duties, withholding taxes and levies applicable to your purchases under the laws of your jurisdiction. Where HEFGRO is required to collect tax (e.g., GST in India, VAT in the EU/UK/GCC on electronically supplied services), it will be added to the invoice. You must provide valid tax registration details (e.g., GSTIN, VAT/TRN) for B2B invoicing and any reverse-charge treatment. If withholding tax applies to payments to HEFGRO, amounts shall be grossed up so HEFGRO receives the invoiced amount, unless a tax treaty mechanism is agreed and certificates are provided.

6. Smart Business Suite Subscriptions

6.1 Plans

Marketplace-linked free access (up to 50 free entries across inventory, production and accounting upon a qualifying purchase or supply transaction) is a promotional benefit that may be modified prospectively.

6.2 Billing and Renewal

Paid subscriptions are billed in advance for each billing cycle (monthly or annually as selected) and renew automatically until cancelled. You can cancel anytime in account settings; cancellation takes effect at the end of the current paid cycle, and you retain access until then. Price changes apply from the next renewal with at least [30] days' notice. Downgrades take effect at the next cycle; usage above plan limits may be blocked or charged as add-ons as displayed in-product.

6.3 Free Plans and Launch Offers

Free and launch-offer plans are provided as-is, may have feature or usage limits, and may be changed or withdrawn prospectively with reasonable notice. Conversion of launch-offer users to paid plans will always be notified in advance and will require your affirmative action or e-mandate consent where required by law — you will never be silently charged.

7. Refunds and Cancellations

7.1 Trade Orders (Raw Materials and Products)

• Before supplier confirmation/production: Orders cancelled before the Supplier's confirmation or commencement of production/allocation are refunded in full, less any non-recoverable third-party charges disclosed in the Order.
• After confirmation: Cancellation is governed by the Order's cancellation schedule (which may include forfeiture of advances or cancellation charges reflecting committed costs).
• Non-delivery: If goods are not delivered within the Order timeline (plus any agreed grace period) for reasons not attributable to the Buyer or force majeure handled per the Terms, the Buyer may cancel and receive a refund of protected funds held for the undelivered portion.
• Non-conforming goods: For goods failing the agreed specification as evidenced by the agreed inspection mechanism, remedies are (in the order agreed in the Order): replacement, repair, price adjustment, or refund of the affected amount from protected funds and/or the Supplier.
• Refund method and timing: Approved refunds are made to the original payment method within [7–14] business days of approval, subject to banking timelines.

7.2 Subscriptions

Subscription fees are non-refundable except: (a) where required by mandatory local law; (b) for periods of material, verified service unavailability under an agreed SLA credit mechanism; or (c) duplicate or erroneous charges, which will be refunded promptly. Statutory cooling-off rights for consumers (e.g., 14-day withdrawal in the EU/UK for consumers, where applicable and not lawfully waived at first access) are honoured where they mandatorily apply; the Services are, however, offered to business users.

7.3 E-Commerce Showcase Purchases

Where consumers purchase finished products from manufacturers via the showcase, the seller's published return/refund policy and mandatory consumer law of the consumer's jurisdiction apply (e.g., the Consumer Protection Act 2019 and E-Commerce Rules in India, consumer guarantee laws in the EU/UK). The Platform will display the seller's policy at or before checkout.

8. Payment Disputes, Claims and Chargebacks

• Claims: Raise transaction claims through the Platform within the acceptance window with supporting evidence (inspection reports, photos, transport documents). HEFGRO will facilitate structured resolution between the parties; unresolved disputes proceed under the dispute-resolution clause of the Terms.
• Good-faith freeze: Disputed amounts under Payment Protection remain held until resolution, settlement or a binding decision.
• Chargebacks: If you initiate a card chargeback while protected funds are held or after refund eligibility has been processed, we may suspend the account pending resolution and provide transaction evidence to the card schemes. Abusive or fraudulent chargebacks may result in termination and recovery of costs.

9. Late Payments and Set-Off

Amounts not paid when due may attract interest at [1.5]% per month (or the maximum permitted by law, if lower) plus reasonable collection costs. HEFGRO may set off amounts you owe against amounts payable to you, to the extent permitted by law, and may suspend Services for overdue accounts after notice.

10. Fraud Prevention, AML and Sanctions

All payments are subject to fraud screening, anti-money-laundering checks and sanctions screening by HEFGRO and its payment partners. We may delay, decline or reverse transactions, request additional KYC documentation, or freeze releases where required by law or where fraud or sanctions risk is reasonably suspected. We never ask for your passwords, OTPs or card PINs.

11. Invoicing and Records

Tax invoices are issued electronically through the Platform and comply with applicable e-invoicing rules (including GST e-invoicing in India where thresholds apply). You consent to electronic invoicing and statements. Retain your own records; transaction records are kept by HEFGRO per the retention periods in the Privacy Policy.

12. Errors

We correct genuine pricing or billing errors. If an obvious error occurs in a quote, invoice or charge (e.g., a misplaced decimal), either party may correct it, and any overcharge will be refunded or undercharge invoiced. Orders based on obvious pricing errors may be cancelled before execution with a full refund.

13. Changes to These Payment Terms

We may update these Payment Terms with notice via the Platform or email. Changes do not retroactively affect Orders already confirmed or billing cycles already paid.

14. Contact

Billing and payment questions: hello@hefgro.com