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Refund & Cancellation Policy

Effective date: 2026-05-20 Last updated: 2026-05-20

This Refund & Cancellation Policy explains how subscription cancellations and refunds work for the Tripaay platform. It is published in compliance with Razorpay's merchant-onboarding requirements and applicable Indian consumer-protection laws.

This policy applies in addition to our Terms of Service (/legal/terms).

1. Free trial

  • New Customers receive a 14-day free trial of the Trial plan
  • No payment instrument is required to start the trial
  • At the end of the trial, the account is not auto-charged
  • To continue using the Service, the Customer must select a paid plan and pay the first cycle

You may cancel during the trial at any time with no charge.

2. Monthly subscriptions

2.1 How to cancel

You may cancel a monthly subscription at any time by:

  1. Logging in → Settings → Subscription → Cancel subscription (once the in-app billing UI ships; until then, use option 2)
  2. Emailing billing@tripaay.com with your agency slug and "Cancel subscription" in the subject line

We will confirm receipt within 1 business day and effect cancellation as below.

2.2 Effect of cancellation

  • Cancellation stops the next auto-renewal
  • Your access continues until the end of the current billing cycle
  • You will not be charged again
  • No partial refund is issued for the remaining days of the current cycle — Indian SaaS norms treat monthly cycles as fully consumed once started

2.3 First-month refund window

If you cancel within 7 days of your first monthly payment and have not used the Service in a material way (defined as creating fewer than 5 leads / 1 proposal), you may request a full refund of that first month. Email billing@tripaay.com with the request.

3. Annual subscriptions

3.1 How to cancel

Same as monthly (Settings → Subscription, or billing@tripaay.com).

3.2 Effect of cancellation

  • Cancellation stops the next annual auto-renewal
  • Your access continues until the end of the current annual term
  • Refunds are issued only as described below

3.3 14-day full refund window

If you cancel an annual subscription within 14 days of payment and have not used the Service materially (under 25 leads / 5 proposals), you may request a full refund. Email billing@tripaay.com.

3.4 Prorated refund (post-14-day)

After the 14-day window, if you cancel an annual subscription before the term ends, you may request a prorated refund of the unused months on the following basis:

  • Annual fee paid: ₹X
  • Months used (rounded up): N
  • Refund = X − (X × N / 12) − ₹500 administrative fee

Example: paid ₹76,790 for Growth annual, cancel after 5 months → refund = 76,790 − (76,790 × 5 / 12) − 500 = ₹44,496

Refunds are issued only to the original payment instrument via Razorpay.

3.5 No refund for active use

If you have generated tax invoices or sent proposals to customers during the term, the prorated refund may be reduced to reflect the value already delivered. We will discuss this case-by-case before processing.

4. One-time onboarding fees

Onboarding fees (where applicable, per SOW) are non-refundable once Tripaay has commenced delivery, i.e., once the workspace is provisioned or any of the onboarding services in the SOW have started.

If you cancel before kickoff (workspace provisioning), we will issue a full refund of the onboarding fee minus a 5% transaction-processing cost.

5. Razorpay payment failures

If a Razorpay charge fails (card declined, bank error, etc.):

  • We will email you a notice and a payment link
  • You have 7 days to retry the payment without service interruption
  • After 7 days, the Service may be suspended until payment succeeds
  • You may switch payment instruments by replying to the notice

Successful Razorpay refunds typically credit the original instrument within:

  • UPI / wallet: 1–3 business days
  • Cards: 5–7 business days
  • Net banking: 5–10 business days

Refund processing is outside Tripaay's direct control once initiated with Razorpay.

6. Refunds are not provided for

  • Dissatisfaction with the Service after you have used it materially
  • Cancellation of a Traveller's trip (an internal business matter for the Customer)
  • Failure to read these Terms or the Documentation before signing up
  • Changes in your own business circumstances
  • Pre-launch or beta features marked "Coming Soon" — these are provided as-is
  • WhatsApp message charges (passed through from AiSensy / Meta — refer to AiSensy's policy)
  • Add-on / one-time charges already consumed (e.g., one-time data migration outside the SOW)

7. Disputes and chargebacks

If you initiate a chargeback or dispute through your card issuer or bank without first attempting resolution under this policy:

  1. Tripaay reserves the right to suspend the Service immediately pending resolution
  2. We will provide the issuer with relevant transaction records
  3. If the chargeback is decided in Tripaay's favor, the disputed amount remains owed plus any chargeback fees

We strongly encourage Customers to contact us at billing@tripaay.com first — most issues are resolved amicably within 48 hours.

8. How to request a refund

Email billing@tripaay.com with:

  • Subject: Refund request — [agency name]
  • Body: agency slug, payment date, payment amount, reason for refund, and the eligibility category from this policy

We will respond within 3 business days and, if approved, initiate the refund within 5 business days.

9. Changes to this policy

We may revise this policy from time to time. Material changes will be notified to active Customers by email at least 30 days in advance. The "Last updated" date at the top reflects the most recent change. Refund requests are governed by the policy in effect at the time of the original payment.

10. Contact

  • Billing & refunds: billing@tripaay.com
  • Phone: {{tripaay_support_phone}}
  • Postal: {{tripaay_registered_address}}

For grievances unresolved through this policy, you may escalate to the Grievance Officer named in our Privacy Policy.