Cancellation and refund policy
Purpose: one place that explains cancellations and refunds for every payment made to Clexen on clexenrentals.com. Parties: Clexen and Partners. Customers pay Clexen nothing. Acceptance trigger: this policy forms part of Document 05. It is linked in the footer, on the pricing page and beside every Pay button.
At a glance
- Only Partners pay Clexen, and only for Clexen's own services: the Plan Fee and the Success Fee.
- Customers pay Clexen nothing. Rent, mobilisation, deposits and advances are paid by the Customer directly to the Partner, under the Partner's own invoice. Clexen never receives, holds or refunds that money.
- Plans never renew or debit automatically, so there is nothing to cancel to stop a future charge.
- Refunds go back to the original payment method within 7 Business Days of confirmation, with a GST credit note.
1. What is paid to Clexen, and what is not
1.1 Payments to Clexen. A Partner pays Clexen:
- the Plan Fee for access to matching Requests (Document 05, section 1); and
- the Success Fee on an Order that follows a Clexen introduction (Document 05, section 2).
Both are paid online through Clexen's payment gateway (UPI, cards, net banking) or by bank transfer to the account printed on Clexen's invoice.
1.2 Payments Clexen does not handle. No order or payment between a Customer and a Partner is made on the Platform. The Customer places its own work order with the Partner, and the Partner invoices the Customer and is paid directly. Cancellation of an Order, and any refund of rent, an advance or a Deposit, is therefore between the Customer and the Partner under their contract (Document 06, sections 10 and 11). Clexen can share its records to help, but it cannot make or reverse those payments.
2. Cancelling a Plan
2.1 No automatic renewal. Clexen never renews a Plan or debits your account automatically. A Plan simply ends at the end of its term unless you choose to renew it from the reminder link.
2.2 Ending early. You may end your Plan and the Partner Agreement at any time by giving 30 days' written notice to partner@clexenrentals.com (Document 04, clause 12). Section 3 says when a refund is due.
3. Refunds and credits
| Situation | What happens |
|---|---|
| Duplicate or mistaken payment | Full refund to the original payment method within 7 Business Days of confirmation |
| The Request that triggered your Plan payment proves fake, or is withdrawn by the Customer before your Quote is shown | Your Plan term starts from the next matching Request, or you get a full refund, at your choice |
| We send you no matching Request in any 90 days in a row during your Plan | We add 90 days to your Plan, free. This applies once per Plan year, so up to 3 times on a 3-year Plan |
| Success Fee charged on an Order cancelled before the On-Site Date | Credit note and refund within 7 Business Days |
| Early release, late payment or early end of an Order after the On-Site Date | No credit: the Success Fee is final once the machine is on Site (Document 05, section 2.5) |
| You end the agreement for your own reasons | No refund of the Plan Fee |
| You end the agreement because you do not accept a change to the terms (Document 04, clause 13) | Pro rata refund of unused complete months |
| Clexen ends the agreement without cause | Pro rata refund of unused complete months |
| Clexen ends the agreement for your fraud or material breach | No refund. Fees already due remain payable |
4. How refunds are paid
4.1 Refunds are paid to the original payment method, or to the bank account the payment came from for bank transfers. Clexen never refunds in cash or to a third party's account.
4.2 Clexen issues a GST credit note for every refund or credit.
4.3 Clexen starts the refund within 7 Business Days of confirming it. Your bank or the payment gateway may take a further 5 to 7 Business Days to show it in your account.
5. How to ask for a refund
Use "Query this fee" in the Partner App, or write to accounts@clexenrentals.com with your invoice number. Clexen replies within 10 Business Days. If you are not satisfied, Document 14 explains how to escalate to the Grievance Officer.