Refund & Cancellation Policy

1. Legal Entity, Brand and Products

LOCKANDOPEN LLP is the legal entity that owns and operates the LockAndOpen brand and its products and services. LockAndOpen is the brand under which LOCKANDOPEN LLP develops, operates, and offers its products and services.

Our products currently include:

• ScholarSuite — a research and collaboration platform. scholar-suite.app
• PicStream — a visual asset and image management platform. picstream.in

Learn more at lockandopen.in.

For the purposes of this policy:

• "LOCKANDOPEN LLP" refers to the legal entity.
• "LockAndOpen" refers to the brand operated by LOCKANDOPEN LLP.
• "ScholarSuite" and "PicStream" refer to products and services offered under the LockAndOpen brand.
• "we," "us," and "our" refer to LOCKANDOPEN LLP, operating through the LockAndOpen brand, as applicable.

2. Subscription Plans

LockAndOpen may offer free and paid subscription plans for its products. Paid plans may include, depending on the product and subscription: access to premium features, increased usage limits, additional storage, collaboration features, team or organization features, and other features described on the applicable pricing page.

The features, limits, pricing, and benefits of each plan will be displayed on the applicable product pricing page at the time of purchase. See lockandopen.in/pricing.

3. Subscription Cancellation

You may cancel your paid subscription at any time through your account or applicable subscription management options.

When you cancel a subscription:

• Your subscription will remain active until the end of your current paid billing period.
• You will continue to have access to the features included in your paid plan until the end of that billing period.
• Your subscription will not automatically renew after cancellation.
• No prorated refund will be provided for unused time remaining in the current billing period.

Example

If you purchase a monthly subscription on October 1 and cancel it on October 10: your subscription remains active until the end of the current paid billing period, will not renew for the next period, and no prorated refund is provided for unused days.

4. Refund Eligibility

You may request a refund for an eligible subscription purchase within 3 days of the purchase date.

To request a refund, please contact us within the applicable refund period. Refund requests are subject to verification and review by LockAndOpen. Submitting a refund request does not automatically guarantee that a refund will be approved.

5. Subscription Renewals

Certain paid subscriptions may renew automatically unless cancelled before the next billing date. You are responsible for managing your subscription and cancellation settings.

If your subscription renews automatically, you may request a refund within 3 days of the renewal date, subject to verification and review. We encourage you to cancel before the next billing date if you do not wish to continue.

6. No Prorated Refunds

LockAndOpen generally does not provide prorated refunds for partially used subscription periods.

For example, if you purchase a monthly subscription and cancel after 10 days:

• Your subscription remains active until the end of the paid billing period.
• You will not be charged for the next billing period after cancellation.
• A prorated refund will generally not be issued for unused days remaining in the subscription period.

7. Payment Issues

Sometimes, a payment may not be completed successfully even though an amount appears to have been deducted from your bank account, card, UPI, or another payment method. In such cases, the payment may be automatically reversed by your bank or payment provider. If the amount is not reversed or you have concerns, please contact us.

Email: [email protected]

Please include:

• The email address associated with your LockAndOpen account
• The date of the payment
• The amount paid
• The product or subscription you were purchasing
• Your transaction ID or payment reference, if available

8. Duplicate Payments

If you believe you have been charged more than once for the same purchase or subscription, contact [email protected] with your account email, payment date, amount charged, and transaction ID if available. Once we verify a duplicate payment, we will take appropriate steps to resolve the issue.

9. Refund Processing

If your refund request is approved, we will process the refund to the original payment method whenever possible. Timing for the refunded amount to appear may vary depending on your bank, payment method, card issuer, UPI provider, or payment service provider.

10. How to Request a Refund

Email [email protected] from the email address associated with your LockAndOpen account. Include the product (for example, ScholarSuite or PicStream), plan name, purchase date, transaction ID if available, and the reason for the request.

Don't worry if you do not have all of this information. Send the details you have, and we will do our best to help. Submitting a request does not automatically mean a refund will be approved.

11. ScholarSuite Team and Team Plus Subscriptions

ScholarSuite may offer plans designed for research teams, organizations, colleges, universities, or other collaborative groups. These plans may include multiple members, shared workspaces, collaboration and administrative features, organization-level functionality, multiple research teams, and other applicable features.

12. Billing Owner

For applicable Team or Team Plus subscriptions, the account associated with the email address used to purchase the subscription will initially be designated as the Billing Owner.

The Billing Owner may be authorized to:

• Manage the subscription
• Cancel the subscription
• Manage billing-related information
• Request eligible refunds
• Manage applicable subscription settings

Access to general administrative or organizational features may be governed separately by the applicable product permissions and roles.

13. Billing Ownership Transfer

The Billing Owner may transfer billing ownership to another existing member of the applicable organization, subject to available product functionality and any applicable verification requirements.

Once billing ownership has been successfully transferred:

• The new member becomes the Billing Owner.
• The new Billing Owner may manage future billing-related actions.
• The previous Billing Owner will no longer have Billing Owner privileges unless ownership is transferred again.

LockAndOpen may require verification before completing a billing ownership transfer to help protect organizations and users.

14. Team Subscription Cancellation

For Team and Team Plus subscriptions:

• The authorized Billing Owner may cancel the applicable subscription.
• Cancellation will generally take effect at the end of the current paid billing period.
• Access to paid features may continue until the end of the paid billing period.
• The subscription will not renew after cancellation.

Cancellation or downgrade may affect team features, organization features, member access, shared resources, and other subscription-dependent functionality. Users are responsible for managing and backing up applicable data before cancellation or downgrade.

15. PicStream Subscription Cancellation and Storage

PicStream may provide cloud storage depending on the applicable subscription plan. If you cancel or downgrade and your stored content exceeds the storage limit available under your new or applicable plan, your account may exceed the applicable storage allowance.

Example

A customer subscribed to a plan with 100 GB of storage may later cancel or downgrade to a lower limit. If stored content exceeds the new limit, the customer may need to download content, delete unnecessary files, reduce storage usage, or upgrade to an appropriate plan.

16. PicStream Storage Grace Period

If your PicStream storage usage exceeds the storage limit available under your applicable plan following cancellation or downgrade, LockAndOpen may provide a grace period of up to 30 days.

During this period, you should:

• Download your content
• Delete unnecessary files
• Reduce your storage usage
• Upgrade or resubscribe to an appropriate plan

17. Storage Notifications

Where applicable, LockAndOpen may send notifications to the email address associated with your account regarding storage limits and potential deletion — including when storage exceeds the limit, during the grace period, during the final week before potential deletion, and before potential permanent deletion.

You are responsible for maintaining access to the email address associated with your account and for monitoring storage usage. Failure to receive, read, or respond to an email notification does not necessarily prevent the application of this policy.

18. Deletion of Excess PicStream Content

If, after the applicable grace period, your storage usage continues to exceed the storage limit of your applicable plan, LockAndOpen may permanently delete content that exceeds the applicable storage limit. The grace period may be up to 30 days. Once content has been permanently deleted, it may not be recoverable.

We strongly recommend that users:

• Maintain their own backups
• Download important files
• Monitor storage usage
• Take action before the grace period expires

19. User Responsibility for Backups

While LockAndOpen may provide storage and data management functionality, users are responsible for maintaining backups of important content. You should not rely solely on LockAndOpen or PicStream as the only backup location for important files, images, research data, or other content.

LockAndOpen is not responsible for loss of content resulting from:

• Cancellation or downgrade
• Exceeding applicable storage limits
• Failure to manage content during the applicable grace period
• Permanent deletion under this policy
• Failure to maintain appropriate backups

20. Free Plans

Free plans may be subject to usage limits, storage limits, feature limitations, project or workspace limitations, and other restrictions. LockAndOpen may modify features or limits available under free plans in accordance with applicable terms and applicable law.

21. Changes to Plans and Pricing

LockAndOpen may introduce, modify, or discontinue subscription plans, features, usage limits, storage limits, pricing, and billing options. Changes will generally apply as communicated through the applicable product, pricing page, or account information. Where required, we will provide appropriate notice of material changes.

22. Abuse, Fraud, or Misuse

Refunds may be denied or accounts may be subject to review where we reasonably believe there has been:

• Fraudulent activity
• Payment abuse
• Repeated refund abuse
• Unauthorized use of payment methods
• Abuse of free plans or promotional offers
• Violation of applicable terms or policies

LockAndOpen reserves the right to investigate suspicious activity and take appropriate action.

23. Promotional Offers

Promotional offers, discounts, or other promotional benefits may be subject to separate terms. Unless explicitly stated otherwise:

• Promotional benefits may not have cash value.
• Promotional benefits may not be transferable.
• Promotional benefits may not be refundable.
• Promotional offers may expire according to their applicable terms.

24. Annual and Other Billing Plans

LockAndOpen may introduce annual or other billing options in the future. If annual plans or other billing periods are introduced, additional or updated refund and cancellation terms may apply. The applicable terms will be displayed at the time of purchase or otherwise made available to customers.

25. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. The updated version will be published on the applicable LockAndOpen website. The Last Updated date at the top of this policy will indicate when the policy was most recently revised. We encourage you to review this policy periodically.

26. Legal Entity

This Refund & Cancellation Policy is provided by and constitutes an agreement with:

The LockAndOpen name is the brand under which LOCKANDOPEN LLP operates its website, products, and services.

27. Contact Us

For questions, concerns, or requests related to this Refund & Cancellation Policy: