Cancellation and Refund Policy

1. Overview

This Cancellation and Refund Policy applies to all users of SellerBuddy, a micro-SaaS platform designed to help Indian e-commerce sellers manage custom orders through WhatsApp automation. This policy outlines the terms and conditions for cancelling subscriptions and requesting refunds.

SellerBuddy operates on a subscription-based model with flexible billing options including trial periods, monthly subscriptions, pay-as-you-go charges, and top-up credits.

2. Free Trial Policy

2.1 Trial Period

• Duration: 150 orders processed
• Features: Full access to all platform features during trial
• Payment: No payment information required during trial signup
• Automatic Expiry: Trial expires automatically without any charges

2.2 Trial Cancellation

You can cancel your trial at any time without any charges or obligations. Simply:

• Log into your SellerBuddy dashboard
• Go to Account Settings
• Click "Cancel Trial" or contact support
• No refund is applicable as no payment was made

3. Subscription Cancellation

3.1 How to Cancel

You can cancel your subscription through:

• Dashboard: Account Settings → Plan Management → Cancel Subscription
• Email: Send cancellation request to support@sellerbuddy.in
• WhatsApp: Contact our support team via WhatsApp
• Phone: Call our customer support during business hours

3.2 Cancellation Timing

• Before Next Billing: Cancel anytime before your next billing cycle
• Immediate Effect: Cancellation takes effect at the end of current billing period
• Service Access: Continue using service until current period expires
• Auto-Renewal: Prevents automatic renewal for next month

3.3 Cancellation Confirmation

You will receive email confirmation of your cancellation within 24 hours, including:

• Cancellation date and time
• Service end date (end of current billing period)
• Final invoice and any applicable refunds
• Data export instructions (if needed)

4. Refund Policy

4.1 Subscription Refunds

Monthly Subscription Refunds

• Pro-rated Refunds: Available for unused portion of current month
• Calculation: Refund = (Unused days / Total days) × Monthly fee
• Processing Time: 5-7 business days to original payment method
• Service Termination: Immediate upon refund request approval

4.2 Pay-as-you-go and Overage Refunds

• No Refunds: Overage charges are non-refundable once orders are processed
• Disputed Charges: Contact support within 48 hours for investigation
• System Errors: Automatic refund if charges resulted from platform errors
• Unused Services: No refund for unused pay-as-you-go credits

4.3 Top-up Credit Refunds

• Unused Credits: Refundable within 30 days of purchase
• Minimum Amount: Refunds available for amounts ≥ ₹100
• Processing Fee: ₹25 processing fee deducted from refund amount
• Carry-forward: Credits automatically carry forward to next billing cycle

5. Refund Exclusions

Refunds are not available in the following cases:

• Policy Violations: Account suspended due to terms of service violations
• Completed Services: Orders successfully processed through our system
• Third-party Costs: WhatsApp Business API charges, payment gateway fees
• Change of Mind: After 7-day guarantee period for subscriptions
• Downtime Compensation: Service interruptions lasting less than 24 hours
• Force Majeure: Service unavailability due to circumstances beyond our control

6. Refund Process

6.1 How to Request a Refund

1. Contact Support: Email refunds@sellerbuddy.in or use in-app support
2. Provide Information: Include account details, payment reference, and reason
3. Review Process: Our team reviews request within 24-48 hours
4. Approval/Denial: Email notification with decision and next steps
5. Processing: Approved refunds processed within 5-7 business days

6.2 Required Information

Include the following in your refund request:

• Registered email address and phone number
• Payment transaction ID or invoice number
• Reason for refund request
• Date of original payment
• Bank account details (for direct refunds)

6.3 Processing Time

• Credit/Debit Cards: 5-7 business days
• UPI/Net Banking: 3-5 business days
• Wallet Payments: 2-3 business days
• International Cards: 7-14 business days

7. Special Circumstances

7.1 Technical Issues

If you experience technical issues that prevent normal use of the service:

• Contact support immediately for troubleshooting
• Document the issue with screenshots/descriptions
• If unresolved within 48 hours, partial refund may be applicable
• Service credits offered as alternative to cash refunds

7.2 Service Downtime

• Planned Maintenance: No refunds for scheduled downtime (announced 48h prior)
• Unplanned Outages: Service credits for downtime exceeding 24 hours
• Calculation: (Downtime hours / Total hours) × Monthly subscription
• Auto-Credit: Credits automatically applied to next billing cycle

7.3 Account Termination

In case of involuntary account termination due to policy violations:

• No refunds for remaining subscription period
• Unused top-up credits forfeited
• Data export available for 30 days post-termination
• Appeal process available within 7 days

8. Payment Gateway and Tax Considerations

8.1 Gateway Charges

• Payment gateway charges (2-3%) are non-refundable
• Refunds processed to original payment method only
• Currency conversion charges (if any) borne by customer

8.2 GST and Tax Refunds

• GST (18%) refunded proportionally with subscription refunds
• Tax invoices updated for refunded amounts
• Credit notes issued for accounting purposes
• Compliance with Indian GST regulations maintained

9. Data and Export Policy

Upon cancellation or refund:

• Data Retention: Account data retained for 30 days post-cancellation
• Export Option: Download all data (orders, conversations, files) before cancellation
• Format: Data provided in CSV, JSON, or PDF formats
• Deletion: Complete data deletion available upon written request

10. Contact Information

For cancellations, refunds, or questions about this policy:

11. Policy Updates

This Cancellation and Refund Policy may be updated periodically. We will notify users of significant changes through email and in-app notifications. Continued use of SellerBuddy after policy updates constitutes acceptance of the revised terms.

Last Updated: 15 October 2025