Payments for your virtual office plan will be collected in advance by myHQ through an online mode of payment or bank transfer. The sole responsibility of obtaining the registrations rests with you. myHQ or the third party vendor shall not be liable in the case of rejection from the government authorities.
But ensuring your satisfaction is our top priority, which is why we've crafted a clear refund policy:
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You are eligible for a 100% refund until the draft agreement is signed and approved, given you inform us within 30 days of purchase.
- If you do not complete KYC and sign the draft agreement within 30 days of purchase, and do not raise a cancellation request, your application will be considered inactive and you'll no longer be eligible for a refund.
- Once you sign the draft agreement and the space partner approves it, you’ll no longer be eligible for a refund, except for rejections as described below.
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When your application gets rejected, the government asks for additional supporting documents. In such cases, we will make these documents available but if you still face multiple rejections (2 times), you will be eligible for a refund. The terms and conditions in this case are:
- You must share all the rejection letters within 60 days of your payment date.
- Rejections due to errors in the application & business nature are not liable for refunds.
- If the above criteria are met, we will refund your amount after deducting INR 2000 as operational charges. The operational charges cover costs incurred by our on-ground service team.
Please note that the payment gateway and documentation charges are not refunded in any case.
Refund Process
To request a refund, raise a support ticket on [email protected]
In the ticket, explain the reason for the refund and attach your canceled cheque. Once your request is received, our internal customer service team will verify your request within 48-72 hours. Once it is approved, it takes 21 working days for the amount to reflect in your bank account or original payment source.
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Definitions
- “User” shall mean any person, whether an individual, sole proprietor, firm, company, body corporate or other entity, who registers for a myHQ account, purchases or holds Credits, or accesses or books any workspace or meeting room through the myHQ application or website, whether on the User’s own behalf or on behalf of any organisation, employer or third party, and includes the User’s authorised representatives, employees and nominees.
- “Credits” shall mean the prepaid, bulk-purchasable entitlement issued by myHQ that may be redeemed towards booking of coworking spaces and meeting rooms across myHQ’s network in India.
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Nature of Credit Plans
Credits constitute a prepaid, flexible entitlement to access available workspaces and meeting rooms and do not represent a guarantee of availability of any particular workspace, location, city, date, time slot or category of space. Credits are valid for redemption across myHQ’s operational network anywhere in India and are not tied to, or reserved for, any specific city or location.
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Workspace Availability
- The number, identity and location of workspaces available through myHQ vary by city and are subject to change from time to time. The list of operational cities and workspaces published on the myHQ application and website is the sole authoritative source of availability.
- It is the User’s responsibility to verify the availability of workspaces in the User’s preferred city or location prior to purchasing Credits. Purchase of Credits constitutes confirmation that the User has so verified availability and is satisfied with the same.
- myHQ may, at its sole discretion and without prior notice, add, remove, suspend, replace, relocate, or discontinue any workspace location, or commence or cease operations in any city, area or workspace.
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Refund Eligibility
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Refunds are permitted only where all of the following conditions are satisfied:
- the refund request is raised within fourteen (14) days from the date of purchase of the Credits;
- none of the Credits comprised in the relevant purchase have been utilised, in part or in full, towards any booking, reservation or hold, whether or not such booking was subsequently cancelled; and
- the Credits have not expired and are otherwise valid.
- No partial refunds shall be permitted. Where any Credit from a purchase has been utilised, the entire purchase shall become non-refundable, irrespective of the number of Credits remaining unused.
- No refund, exchange or credit shall be available where the request is made after the expiry of the said 14 (fourteen) day period.
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Cessation of Operations in a City
If operations cease in a particular city, myHQ may, at its discretion, offer alternatives such as credit extensions or credit transfers. Any such accommodation, where offered, is gratuitous and shall not be construed as an admission of liability or a contractual entitlement.
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Circumstances Not Entitling the User to a Refund
Without prejudice to the generality of Clause 4, no refund, exchange, extension or compensation shall be claimable, and the following circumstances shall not, by themselves, give rise to any entitlement:
- relocation, travel, or change of the User’s preferred working city, area or location, including to a city or area where myHQ has limited or no operational presence;
- non-utilisation or under-utilisation of Credits, or lapse of Credits upon expiry of their validity;
- change in the User’s working preferences, work-from-home arrangements, change of employer, or cessation of the User’s need for workspace;
- addition, removal, suspension, replacement, relocation or discontinuation of any particular workspace or location, or change in workspace operators, amenities, pricing or operating hours;
- non-availability of a specific workspace, seat, meeting room, date or time slot at the time of an intended booking, where alternative workspaces remain available within the network;
- closure, unavailability, or change in terms of any third-party partner workspace, where Credits may be redeemed at alternative available locations;
- the User’s failure to verify workspace availability prior to purchase;
- termination or suspension of the User’s account on account of breach of these terms, fraud, or misuse; or
- duplicate, accidental or erroneous purchase of Credits which have thereafter been utilised in whole or in part.
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Refund Process
- To initiate a refund, the User must raise a support ticket through the myHQ application or write to [email protected] specifying the reason for the refund and the relevant purchase details.
- Approved refunds shall be processed to the original payment source within 21 (twenty-one) working days from the date of approval. myHQ shall not be liable for any delay attributable to the User’s bank, payment gateway or financial institution.
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User Acknowledgement and Undertaking
By purchasing or holding Credits, the User acknowledges, confirms and undertakes that the User has read, understood and accepted this Policy in its entirety, and that:
- Credits are usable across myHQ’s operational network anywhere in India and are not reserved for any particular city or location;
- the availability, identity and location of workspaces vary by city and may change over time, and myHQ may add, remove, suspend, replace or discontinue workspaces or cease operations in any city at its discretion;
- it was and remains the User’s responsibility to verify workspace availability prior to purchase; and
- none of the circumstances set out in Clause 6, including the User’s relocation to or presence in a city or area with limited or no myHQ workspaces, or any change, suspension or discontinuation of workspaces or operations by myHQ, shall constitute a deficiency in service, a breach of contract, or an unfair trade practice on the part of myHQ, or entitle the User to any refund, compensation, or claim, save strictly as expressly provided in this Policy.
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General
- Non-transferability. Credits are linked to the registered User account and may not be sold, assigned, gifted or transferred to any third party except as expressly permitted by myHQ in writing.
- Pricing and plan changes. myHQ reserves the right to revise Credit pricing, plan structures and redemption rates prospectively. Such revisions shall not affect Credits already purchased.
- Misuse. myHQ reserves the right to decline, suspend or reverse any refund where it has reasonable grounds to suspect fraud, abuse, or violation of these terms.
- No waiver. Any concession, accommodation or refund granted by myHQ in any instance, including on an ex gratia basis, shall not constitute a waiver of these terms, an admission of liability, or a precedent binding myHQ in respect of any other User or transaction.
- Amendment. myHQ reserves the right to amend this Policy from time to time. The version published at the time of purchase shall govern the relevant transaction.
- Governing law and grievance redressal. This Policy shall be governed by the laws of India. Grievances may be addressed to myHQ’s designated Grievance Redressal Officer: Manish Kumar at [email protected]
In addition to paying using credits, myHQ also supports booking meeting rooms and day passes by making direct payments.
In most cases, you can cancel your bookings up to 24 hours prior to your booking start date & time. Once you cancel your booking, the amount will automatically be refunded to your original payment source within 7-8 working days.
At some workspaces, we also allow cancellation beyond the 24 hour window. You’ll find it mentioned on the space details page while booking via myHQ website or app. Once the cancellation window has passed, you will not be eligible for a refund.
For any other queries, please raise a support ticket from myHQ app or write to us at [email protected].
Once the refund is processed, we'll provide you with the UTR number for your records. If you haven't received the refund yet, please double-check with your bank or credit card company as it may take up to 2 working days for the amount to appear in your account. If the issue persists, please contact us at [email protected] for virtual office or [email protected] for credits, day pass, and meeting rooms.
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