Cancellations and refunds

1. In short

• Plans do not renew by themselves, so there is nothing to cancel and no cancellation charge.
• A double charge, or a payment taken without the plan starting, is refunded in full.
• Other payments are not refundable once the plan has started, except where a paid feature fails or Dossier is unavailable to you for a long time because of a fault on our side (below), or where the law requires a refund.
• Refunds go back to the original payment method through Razorpay, usually within 5 to 7 working days of our starting them.

2. Cancellations and refunds

• If you were charged twice, or charged but your plan did not start, we refund the extra or failed payment in full. Send a request (Help & requests → “Payment or invoice”) with the payment reference; we start the refund within 7 working days of confirming it. A payment that your bank shows as failed is usually reversed by the bank or Razorpay by itself.
• Because a plan gives you every paid feature as soon as you pay, other payments are not refundable once the plan has started, except as below or where the law requires a refund. There is no cancellation charge, because plans do not renew and there is nothing to cancel.
• If a paid feature does not work as described and we cannot fix it within 15 days after you tell us, or Dossier is unavailable to you for more than 7 days in a row because of a fault on our side, we refund the unused part of your plan, counted by days.
• No refund is given for a change of mind, for not using a plan or using only part of it, or for time lost when an account is suspended or closed because these Terms were broken.
• Refunds go back to the original payment method through Razorpay. After we start a refund, your bank or card issuer usually shows it within 5 to 7 working days. With each refund we issue a GST credit note, which you can download under Plan & billing.
• Please tell us about a payment problem as soon as you can. We look into every request, however late, but after 6 months we may not be able to trace a payment.

3. How to ask for a refund

Sign in and send a request through Help & requests, choosing “Payment or invoice”, with the payment reference (it is on your invoice under Plan & billing and in the Razorpay email). You can also write to us at the address below. Every request gets a ticket number at once, and we reply within 15 days.

4. Contact

ByteQ Services runs Dossier. Write to us with any question about a payment or refund.