Refund and Cancellation Policy

1. What this covers

This policy covers what your business pays us for Commstate. Refunds to your own customers for what they buy from your shop are covered by your shop's own refund policy, not this one.

2. Free trial

• A new business can try Commstate free for the trial period shown at sign-up (14 days unless the sign-up page says otherwise).
• We do not take payment details to start a trial, so nothing is charged when it ends.
• When the trial ends, you choose a plan to keep using Commstate. {{TRIAL_END_BEHAVIOUR}}

3. Plans and billing

• Plans are billed {{BILLING_CYCLE}}, in advance, at the price shown at {{PRICING_URL}} when the period starts, plus any taxes such as GST or VAT.
• Some charges, such as your online shop's plan and usage-based features, are taken from your account's prepaid balance. You add to the balance by paying through Razorpay.

4. Cancelling

• You can cancel your plan at any time from your account or by writing to {{SUPPORT_EMAIL}}.
• Cancelling stops the next renewal. You keep using what you paid for until the end of the current period, then paid features stop.
• Your data stays available to export for {{EXPORT_WINDOW_DAYS}} days after your plan ends. After that we may delete it; see the Privacy Policy.

5. Refunds

• Plan fees: {{PLAN_REFUND_TERMS}}
• A charge we take back: when we reverse a charge taken from your prepaid balance (for example a plan charge that should not have been taken), it is returned to that balance, not to your card or bank account.
• Your prepaid balance: {{WALLET_REFUND_TERMS}}
• Our mistakes: if you were charged twice or charged wrongly, tell us within {{BILLING_DISPUTE_DAYS}} days and we will refund the wrong amount to the way you paid.
• Approved refunds to a card or bank account are made through Razorpay within {{REFUND_PROCESSING_DAYS}} working days; your bank may take longer to show them.

6. If we end the service

If we close your account for reasons that are not your fault, or stop offering Commstate, we refund the unused part of any prepaid plan fees and your remaining prepaid balance.

7. Questions

Billing questions: {{SUPPORT_EMAIL}}. If you are not satisfied with our answer, write to the Grievance Officer.