Refund Policy

1. Quick summary

• Free trial: 14 days, no credit card required. Nothing to refund — you weren't charged.
• Cancel anytime: Cancellation takes effect at the end of your current billing cycle. You keep access until then.
• Pro-rata refunds: Not the default for monthly plans. May be issued for yearly plans on a case-by-case basis.
• Service failure on our end: We refund. Always.
• Customer payments to you: Refunds for orders your customers placed are handled by you through Razorpay — Ordello does not hold those funds.

2. The 14-day free trial

Every new Ordello account gets 14 days of full access at zero cost. We do not collect a credit card upfront, so there is nothing to charge and nothing to refund. When the trial ends:

• If you pick a paid plan, your subscription begins from that day.
• If you don't, your workspace pauses. Your data is retained for 30 days; reactivate any time by subscribing.

3. Cancellation

You can cancel your subscription at any time from inside the app (Settings → Subscription → Cancel) or by emailing support@ordello.in.

• Cancellation stops future billing.
• You continue to have full access until the end of the billing cycle you've already paid for.
• After that, your workspace pauses (data retained 30 days), then is scheduled for deletion as per our Privacy Policy.

4. Monthly subscriptions

Monthly plans (₹799/mo Starter, ₹1,799/mo Pro) are billed in advance for the upcoming month. Because the term is short:

• We do not pro-rate refunds for partially used months.
• If you cancel on day 1 of a month, you still keep access for the rest of that month and no further charges occur.

5. Yearly subscriptions

Yearly plans (₹7,990/yr Starter, ₹17,990/yr Pro) are billed in advance for 12 months and include the "2 months free" discount.

• If you cancel mid-year, you keep access until the end of the paid 12-month term. No automatic refund of unused months.
• In exceptional cases (medical emergency, business closure, prolonged service issue on our end), we may issue a pro-rata refund at our discretion. If we do, the refund will reflect the unused full months, and the "2 months free" discount will be recalculated as if you had been on monthly billing.

6. Upgrades & downgrades

• Upgrade: Takes effect immediately. We charge a pro-rata difference for the rest of the current billing cycle.
• Downgrade: Takes effect at the next billing cycle. You keep your current plan's features until then. No refund of the difference for the remaining period.
• If a downgrade would put you below your current usage (e.g. you have 250 customers but downgrade to Starter's 500-cap... actually, that's fine — but if you exceed limits, you'll be guided to delete or upgrade).

7. When we will refund

We will issue a refund in these situations:

• Duplicate charge. If you were billed twice for the same period due to a system error, we refund the duplicate immediately.
• Charge after cancellation. If you cancelled and we still charged you, we refund.
• Prolonged outage attributable to us. If Ordello is materially unavailable for more than 24 consecutive hours due to our fault (not third-party providers like WhatsApp or Razorpay), we offer pro-rata service credits or a refund.
• Misrepresentation. If we represented a feature as included and it actually isn't, we refund and apologise.

8. How to request a refund

Email support@ordello.in with:

• Your account email / registered business name.
• Razorpay transaction reference (from your payment receipt or app billing history).
• A short explanation of why you're requesting the refund.

We respond to all refund requests within 5 business days. Approved refunds are issued through Razorpay back to the original payment method and typically appear in 5–10 business days, depending on your bank.

9. Payments your customers make to you

Ordello uses a Bring Your Own Keys model: payments your customers make through Magic Links go directly from them, through Razorpay, into your bank account. Alornix never holds those funds.

This means:

• Refunds for an order your customer placed are issued by you, from your Razorpay dashboard.
• Ordello cannot refund a customer's payment because we never received the money in the first place.
• Disputes, chargebacks, and KYC for your customers' payments are governed by your agreement with Razorpay.

10. Disputes & chargebacks

If you believe a charge by Alornix is incorrect, please contact us before initiating a chargeback with your bank. Most disputes are resolved within a few days of a friendly email. Chargebacks initiated without contacting us first may result in account suspension while the dispute is investigated.

11. Contact

This Refund Policy is part of our Terms of Service. Ordello is a product of Alornix Technologies.