CartureLegal
Refund & Cancellation Policy
Subscription fees are non-refundable once a billing period starts, except for billing errors, duplicate charges, service failures on our side, and the first-purchase window described below.
1. Scope, billing and auto-renewal
Effective Date: [DD/MM/YYYY] Last Updated: [DD/MM/YYYY]
This policy applies to all subscriptions and fees for the Services provided by [Carture Legal Entity Name] (“Carture”, “we”). It forms part of our Terms & Conditions. If you have a separately signed agreement, its refund terms prevail over this policy where they conflict.
- Billing cycles. Subscriptions are billed in advance, monthly, quarterly or annually, per store or per licence as stated in your plan or order form.
- Taxes. All fees are exclusive of GST, which is added to every invoice.
- Auto-renewal. Subscriptions renew automatically for the same period at the then-current price, unless cancelled before the renewal date as described in Section 2.
- Renewal reminder. We will email the billing contact at least [7] days before an annual renewal, and at least [3] days before a monthly or quarterly renewal where an auto-debit mandate is in place.
- Price changes. We will give at least [30] days’ notice of any price increase. It applies from your next renewal, not mid-term.
2. Cancellation
How to cancel. The account owner or an administrator may cancel by emailing [billing@carture.in] from the registered email address, or through [Settings → Subscription] in the platform. We will confirm cancellation in writing within [2] working days.
Notice. Cancel at least [7] days before the next renewal date to avoid being charged for the next period. For annual plans, cancel at least [30] days before renewal.
Effect. Cancellation stops future renewals. Your access continues until the end of the period already paid for, and no partial refund is given for unused days, except as stated in Section 3.
Your data. After the subscription ends, you will have [30] days of read-only access to export your Customer Data in standard formats (CSV/Excel). Records you may need to retain for excise and GST purposes — sales registers, stock registers, purchase records — should be exported during this window. After [90] days from the end of the subscription, Customer Data is deleted as described in our Privacy Policy.
Cancellation by Carture. We may cancel for non-payment or material breach under our Terms & Conditions. If we end the Services for our convenience, or discontinue the product, we will refund the unused portion of prepaid fees on a pro-rata basis.
3. What is refundable
| Fee or situation | Refundable? |
|---|---|
| Subscription fees for a period already started | No |
| First paid subscription, cancelled within [7] days of first payment, where the Services have not gone live in the store | Yes, full subscription fee less any onboarding fee already incurred |
| Duplicate payment, or amount charged above the invoice | Yes, the excess amount in full |
| Charge after a valid cancellation was received before the renewal date | Yes, in full |
| Annual plan, Carture-caused outage beyond the uptime commitment in your plan or SLA | Service credit as defined in the SLA; refund only where the SLA provides for it |
| Services terminated by Carture for convenience or product discontinuation | Yes, pro-rata for the unused prepaid period |
| One-time onboarding, implementation, data migration, training and customisation fees | No, once the work has started |
| Add-ons consumed — SMS, WhatsApp credits, e-invoice or API usage | No |
| Hardware supplied through Carture (if any) | Per the manufacturer’s warranty and our separate hardware terms |
| Free trial | Nothing is charged, so no refund arises |
| Account suspended or terminated for breach of the Terms & Conditions | No |
If you believe you have been charged in error, tell us within [30] days of the charge.
4. How refunds are processed
- Email [billing@carture.in] with your business name, registered email, invoice number, transaction reference and reason.
- We will acknowledge the request within [2] working days and decide within [7] working days.
- Approved refunds are initiated within [7] working days of approval to the original payment method. Your bank or payment gateway may take a further 5–10 working days to credit it.
- Refunds are issued in Indian Rupees. We do not refund in cash or to a different account than the one charged, except where the original method is no longer available and you give us written instructions.
GST. For a refund of an invoiced amount, we will issue a GST credit note in line with Section 34 of the CGST Act, 2017. The GST portion is refunded along with the fee, subject to the credit note being issued within the time permitted under GST law. If you have already claimed input tax credit on the invoice, you must reverse it as required.
5. Plan changes, suspension, chargebacks and contact
Upgrades take effect immediately. You pay the pro-rata difference for the rest of the current billing period.
Downgrades and reductions in the number of stores or users take effect from the next renewal. No refund or credit is given for the current period.
Suspension for non-payment. If an invoice is unpaid [7] days after its due date, we may restrict features; after [15] days, we may suspend access. Your data is retained during suspension, and access is restored within [1] working day of payment. Suspension does not reduce fees for the period.
Chargebacks. Please contact us before raising a chargeback or payment dispute with your bank. If a chargeback is raised for a valid charge, we may suspend the account until it is resolved and recover any gateway fees.
Contact. [Carture Legal Entity Name], [Registered Address]. Billing: [billing@carture.in] · [+91 XXXXX XXXXX], [Monday–Friday, 10:00–18:00 IST]. Unresolved complaints may be escalated to the Grievance Officer named in our Privacy Policy.