Refund Policy

1. Refund Eligibility

1.1 Free Trial Period

Reload Hub offers a 7-day free trial for most subscription tiers. No payment is collected during trial. If you cancel before trial ends, no charges apply.

1.2 Monthly Subscriptions

• 7-Day Refund Window: Full refund available if cancelled within 7 days of first paid subscription start date
• After 7 Days: No refund. Subscription remains active until end of current billing period
• Pro-Rata: No pro-rata refunds for partial months

1.3 Quarterly Subscriptions

• 15-Day Refund Window: Full refund within first 15 days of subscription start
• 15-30 Days: Pro-rated refund (minus 1 month usage fee)
• After 30 Days: No refund; remaining period continues

1.4 Annual Subscriptions

• 30-Day Refund Window: Full refund within first 30 days
• 30-90 Days: Pro-rated refund (minus 1 month usage fee + 10% cancellation fee)
• After 90 Days: Refund only for remaining unused months minus 20% cancellation fee

1.5 Enterprise / Custom Contracts

• Refund terms specified in signed agreement
• Generally non-refundable for committed annual contracts
• Pro-rata refund for service-side issues per SLA breach

2. Non-Refundable Items

The following are NOT refundable:

• Setup fees, onboarding charges, or one-time configuration fees
• Domain registration or SSL certificate fees
• Third-party integrations fees (e.g., paid AI API usage)
• Custom development or consulting hours already delivered
• Training sessions already attended
• GST/taxes (refunded only if entire transaction refunded)

3. Refund Process

How to Request a Refund

1. Email support@reloaddigital.in with subject "Refund Request - [Your Account Email]"
2. Include: subscription details, payment date, reason for refund
3. We acknowledge within 24 business hours
4. Review completed within 5 business days
5. If approved, refund processed within 7-10 business days

Refund Method

• Credit/Debit Card: Refunded to original card (5-10 business days)
• UPI: Refunded to original UPI ID (3-5 business days)
• Net Banking: Refunded to original account (5-7 business days)
• Wire Transfer: Manual processing, 7-15 business days

4. Reasons for Approved Refunds

Refunds are typically approved for:

• Technical inability to deliver promised features
• Service outage exceeding SLA significantly
• Billing errors or duplicate charges
• Account compromised before customer was notified
• Cancellation within applicable refund window

5. Reasons for Denied Refunds

Refunds may be denied for:

• Cancellation after refund window expires
• Account terminated due to Terms violation
• Customer's failure to use the Platform (we cannot refund unused subscription time outside refund window)
• Change of mind without specific service issue
• Issues caused by customer's own configuration or third-party integrations

6. Disputes & Chargebacks

• Please contact us BEFORE initiating chargeback with your card issuer
• Chargebacks initiated without contacting us may result in account suspension
• Fraudulent chargebacks may be reported to credit bureaus and pursued legally

7. Special Circumstances

We consider refund requests outside policy in genuine hardship cases:

• Business closure with documentation
• Death or serious illness of account owner
• Natural disaster affecting business operations

Email legal@reloaddigital.in with supporting documentation for case-by-case review.

8. Refund Tracking

After refund is initiated, you receive an email with refund reference number. Track refund status:

• Card refunds: Contact your card issuer with reference number
• UPI/Bank refunds: Check your bank statement using reference number
• Status updates: Email support@reloaddigital.in if not received within stated timeframe

9. Tax Implications

• GST portion of refunded amount is also refunded
• GST refund processed per Indian GST law (within 90 days)
• Updated GST credit note issued to corporate accounts for ITC adjustment

10. Policy Changes

This Refund Policy may be updated periodically. Changes apply to new subscriptions; existing customers grandfathered into terms at time of subscription start. Material changes notified via email with 30-day notice.

11. Contact

For refund inquiries:

• Email: support@reloaddigital.in
• Phone: +91 9911076600 (Mon-Sat, 10 AM - 7 PM IST)
• Address: Reload Digital, Plot No. 07, Phase V, Udyog Vihar, Gurgaon, Haryana 122016, India