Shipping and Exchange Policy

1. Nature of Service

Merina HMS Private Limited provides cloud-based hotel management software accessible via the internet. As a digital service:

• No physical goods are manufactured, stored, or shipped
• Services are delivered electronically through our web platform
• Access is granted immediately upon successful subscription payment
• No logistics, courier, or delivery partners are involved

2. Digital Delivery

2.1 Service Activation

• Trial Account: Activated instantly upon registration
• Paid Subscription: Activated within minutes of successful payment
• Feature Upgrades: Available immediately upon upgrade payment

2.2 Access Credentials

• Login credentials are sent to your registered email address
• Access is available 24/7 via www.merinahms.in
• Mobile access is available through responsive web interface

2.3 Delivery Confirmation

• Payment confirmation email is sent immediately
• GST invoice is generated and available in your account
• Subscription details are visible in Settings → Subscription

3. Exchange Policy

As a digital service, traditional exchange policies do not apply. However, we offer:

3.1 Plan Changes (Exchanges)

3.2 How to Request Plan Change

1. Log in to your Merina HMS account
2. Navigate to Settings → Subscription
3. Select "Change Plan" or "Upgrade/Downgrade"
4. Follow the on-screen instructions
5. Complete payment (for upgrades) or confirm change

4. Service Availability

• Availability: 99.9% uptime target
• Maintenance: Scheduled during off-peak hours with advance notice
• Geographic Access: Available worldwide via internet connection
• Device Compatibility: Modern web browsers on desktop and mobile

5. Data Export (Digital Delivery of Your Data)

You can export your data from Merina HMS at any time:

• Guest Records: Export as CSV/Excel
• Booking History: Export as CSV/Excel
• Financial Reports: Export as PDF/Excel
• Invoices: Download as PDF

Data export is available from Settings → Data Management → Export Data.

6. Technical Support

If you experience any issues accessing your subscription:

• Email: support@merinahms.in (Response within 24 hours)
• In-App Chat: Available during business hours
• Knowledge Base: Self-help articles at help.merinahms.in
• Emergency: For critical issues, mark email as "URGENT"

7. Applicability of Consumer Protection Laws

As per the Consumer Protection (E-Commerce) Rules, 2020:

• This policy is displayed for transparency and compliance
• Digital/SaaS services have specific considerations for delivery and returns
• Our Cancellation and Refund Policy governs service termination
• Consumer rights under the Consumer Protection Act, 2019 are honored

8. Contact Information