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Refund & Cancellation Policy

Last updated: May 7, 2026 · Terms of Service · Grievance Officer

1. Subscription Cancellation

You may cancel your e-Kirana subscription at any time from Account → Subscription. Cancellation stops the next renewal; you keep access to the software for the remainder of the current billing period that you have already paid for.

2. Refund Eligibility

Refunds are considered on a case-by-case basis under the following conditions:

  • Refund requests must be raised within 7 days of the original payment.
  • Refunds are issued only when the software is materially unusable for reasons attributable to us (e.g., extended service outage, fundamental feature failure that we cannot remediate).
  • Refunds are not issued for change of mind, change of business circumstances, or for periods of self-imposed non-use after the software has been activated and successfully operated.
  • Refunds are not issued for affiliate-discounted purchases beyond the discounted amount actually paid.

3. How to Request a Refund

Email support@ekirana.org from the email address associated with your subscription, including:

  • Your Razorpay payment ID (begins with pay_).
  • The shop name on the subscription.
  • A description of the problem you encountered.

We acknowledge refund requests within 48 hours and respond with a decision within 7 working days.

4. Refund Processing

Approved refunds are returned to the original payment method via Razorpay. Bank settlement times typically range from 5 to 10 working days depending on the issuing bank and payment method (UPI, card, net-banking).

5. Chargebacks

We expect customers to engage with us at support@ekirana.org before raising a chargeback with their bank or card issuer. Unjustified chargebacks (where the software was delivered and operating) may result in suspension of the related shop account.

6. Grievances

If you are dissatisfied with the outcome of a refund request, you may escalate through our Grievance Officer, who responds within 30 days as required by the Consumer Protection (E-Commerce) Rules 2020 and the Digital Personal Data Protection Act, 2023.