Refund Policy
Refund Policy
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GoVio operates on a subscription-based SaaS (Software as a Service) model with transparent, usage-based pricing. This Refund Policy outlines when refunds may or may not be issued for payments made to GoVio. By making a payment, you acknowledge that you have read and agreed to this policy.
Our Pricing Structure
Our Pricing Structure
One-Time Setup Fee (Paid Once)
This covers:
System configuration and cloud deployment
Route, vehicle, and driver profile setup
Admin onboarding and training
Security and access configuration
No recurring charges for setup. Paid once only.
Monthly Subscription Fee (Usage-Based)
Pricing is based on number of active users
Includes unlimited active buses and drivers
Covers all trips, routes, and vehicle operations
Includes cloud infrastructure, notifications, map services, and technical support
Refund Eligibility
Refund Eligibility
Setup Fee Non-Refundable
The one-time setup fee is non-refundable once configuration and onboarding work has commenced, as this covers labor and infrastructure costs incurred immediately.
Exception: If GoVio is unable to deliver a functional system due to an error solely on our part and no work has commenced, a full refund may be issued at our discretion.
Monthly Subscription Partial Refund Window
Refund requested within 7 days of billing date: A pro-rated refund for unused days may be considered on a case-by-case basis.
Refund requested after 7 days: No refund for the current billing month.
Cancelled subscriptions remain active until the end of the paid billing period.
Service Downtime Credits
If GoVio experiences unplanned downtime exceeding 24 consecutive hours due to issues on our end, we will provide a service credit for the affected period, applied to the next billing cycle.
Note: Downtime caused by Google Cloud, Firebase outages, scheduled maintenance, or force majeure events is not eligible for credits.
Non-Refundable Situations
Non-Refundable Situations
Refunds will NOT be issued in the following cases:
The institution voluntarily chose to discontinue using the platform
Unauthorized access or misuse by the institution's own users
Failure to use the platform after successful deployment and onboarding
Changes in institutional requirements, management, or policy
Dissatisfaction with third-party services (Google Maps, Firebase)
Failure to renew subscription on time resulting in data loss
Issues arising from the institution's own network, hardware, or device incompatibility
How to Request a Refund
How to Request a Refund
To initiate a refund request within the eligible window:
Email us at: govio.support@gmail.com
Subject line: "Refund Request – [Your Institution Name]"
Include: Institution name, billing date, reason for request, and payment reference number
Response Time: We will review and respond within 5 business days.
Processing Time: Approved refunds are processed within 10 business days to the original payment method.
For billing disputes, contact us within 15 days of the billing date. We will investigate all disputes in good faith.
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