Cancellation and Refund Policy

About this policy#

This Cancellation and Refund Policy applies to Submerce subscriptions bought on https://submerce.in.

Submerce is an online software service for Indian businesses. You can sign up, get an online store at yourname.submerce.in or on your own domain, and manage your store from a web dashboard.

In this policy, “we”, “us” and “our” mean Submerce.

This policy is only for your Submerce subscription. It does not apply to goods or services sold by any merchant through a Submerce store.

14-day money-back rule for the first paid plan payment#

We offer a 14-day money-back refund on the first payment for a paid plan.

If you ask for a refund within 14 days of your first payment for a paid plan, we will refund the full first payment.

This 14-day rule applies only to the first payment for a paid plan. It does not apply to later renewals.

After this 14-day period, fees for a billing period that has already started are not refunded.

Plans and billing#

Submerce has these monthly plans:

• Free: ₹0 per month, cash on delivery only
• Starter: ₹999 per month
• Growth: ₹2,499 per month
• Pro: ₹6,999 per month

Paid plans are monthly recurring subscriptions. They are charged in INR through Razorpay, our payment partner.

The price is shown before you confirm your subscription. Any applicable taxes are shown before you pay.

You can move to a bigger plan later. If you upgrade your plan, the new plan starts right away and a new monthly period begins at the new price, which is shown before you confirm. Unused days of your old plan are not refunded, except under the 14-day money-back rule above.

How to cancel your subscription#

You can cancel your paid subscription at any time.

You can cancel in any of these ways:

• from your Submerce dashboard; or
• by writing to us at hello@submerce.in.

When you write to us, please include:

• your name;
• your Submerce account email or phone number;
• your store address or domain name;
• the plan you want to cancel; and
• any payment reference available to you, if you are also asking about a charge.

We may need these details to identify your account and subscription.

What happens after you cancel#

When you cancel, your paid plan stays active until the end of the period you have already paid for.

After cancellation, no further renewals are charged for that cancelled subscription.

Cancellation does not automatically refund the current billing period. Refunds are handled as per the refund rules in this policy.

If a charge is made after a confirmed cancellation, we will refund that charge.

Duplicate charges and charges after cancellation#

Accidental duplicate charges are always refunded.

Charges made after a confirmed cancellation are always refunded.

If you think you were charged twice by mistake, or charged after cancellation, please write to hello@submerce.in with the details listed in the next section.

How to ask for a refund#

To ask for a refund, write to us at hello@submerce.in.

Please include:

• your name;
• your Submerce account email or phone number;
• your store's web address (yourname.submerce.in or your own domain);
• the plan for which you were charged;
• the date and amount of the charge;
• the Razorpay payment reference or payment details available to you; and
• the reason for the refund request.

Please do not share card numbers, bank passwords, UPI PINs, OTPs or other sensitive payment credentials with us. Card and bank details are handled by the payment partner and are not stored by Submerce.

When refunds are approved#

A refund may be approved when:

• you ask within 14 days of your first payment for a paid plan;
• there was an accidental duplicate charge; or
• you were charged after a confirmed cancellation.

A refund may not be approved when:

• the billing period has already started and the 14-day first-payment refund period is over; or
• the refund request is for a later renewal and there is no duplicate charge or post-cancellation charge.

Approved refunds are sent back to the original payment method through Razorpay.

We start an approved refund within 7 working days.

Banks usually credit it within 5–7 working days after that.

Failed payments#

Paid plans renew monthly through Razorpay.

If a recurring payment fails, Razorpay may try it again and we will let you know by email. Your paid plan stays active for 7 days. If the payment still has not gone through after 7 days, your account moves to the Free plan: your store and data stay, and paid features stop until you pay again.

If you believe a payment failed but money was still deducted, please contact us with the payment details available to you. If Razorpay or our records show an accidental duplicate charge, we will refund it.

Free plan#

The Free plan is ₹0 per month.

Since the Free plan has no subscription fee, there is no subscription payment to refund for the Free plan.

If you move from the Free plan to a paid plan, the 14-day money-back rule applies to your first payment for that paid plan.

Purchases made from merchant stores#

Submerce is a technology platform.

Each merchant sells their own goods or services to their own customers. The merchant is responsible for their products, prices, taxes, shipping, returns, refunds and policies towards their customers.

Submerce is not a party to those sales.

If you are a customer who bought something from a store using Submerce, please contact that store directly for cancellation, return or refund requests.

We do not decide or process refunds for purchases made from a merchant’s store, unless the issue is about the merchant’s own Submerce subscription charged by us.

Contact#

For cancellations, refund requests and billing questions, contact us at:

Email: hello@submerce.in
Phone: +91 86378 15595

Support hours: Monday to Saturday, 10 am to 7 pm IST.

Grievance Officer: Grievance Officer, Submerce
Email: hello@submerce.in