Refund policy

This policy explains when and how refunds are issued for Retainx subscriptions and charges. It is written in plain English and forms part of our terms of service. All amounts are in Indian Rupees and all refunds are processed through Razorpay.

Monthly subscriptions

• No refund is issued after the billing date, with one exception: a verified technical issue caused by Retainx where the service was unavailable for more than 24 continuous hours and the downtime is documented on our status records.
• In that case, we may, at our discretion, issue a pro rata credit toward your next month rather than a cash refund.
• You can cancel at any time to stop the next month's charge. See the cancellation policy.

Annual subscriptions

• Within 30 days of activation: a pro rata refund for the unused period, minus a Rs 500 processing fee.
• After day 30: no refund. You keep access until the end of the paid year.

Add-ons and one time charges

• Custom WhatsApp template development, onboarding and setup fees, and other one time services are non refundable once delivered.

How refunds are processed

• Approved refunds are returned to the original payment method.
• Processing takes up to 7 business days, subject to Razorpay and your bank's timelines.
• GST already remitted on a charge is adjusted in line with applicable tax rules.

How to request a refund

Email billing@retainx.in from your registered email with your organisation name and the invoice or payment reference. We will acknowledge within 2 business days and decide within 7.

Disputes

Payment disputes are handled through Razorpay's standard dispute process. If you are not satisfied with the outcome, you may escalate to our grievance officer within 7 days. See the grievance redressal page.