Refund Policy

1. Scope

This Refund Policy applies to all transactions on the Eccellere platform, including:

• Individual Marketplace asset purchases (frameworks, templates, assessments).
• Annual subscription plans (MSME Pro, Startup Bundle).
• Consulting service retainers and project engagements.

2. Marketplace Digital Assets — 14-Day Refund

We offer a 14-day money-back guarantee on all individual Marketplace purchases, provided the following conditions are met:

• The refund request is submitted within 14 calendar days of the purchase date.
• The asset has not been downloaded more than once, or has not been materially used (e.g., the framework has not been presented to third parties or embedded in client deliverables).
• The request is submitted via email to support@eccellere.in with your order ID and a brief reason for the refund.

Approved refunds will be credited to the original payment method within 5–7 business days. Razorpay processing times may vary.

3. Non-Refundable Situations

Refunds will not be issued in the following cases:

• The refund request is submitted more than 14 days after the original purchase date.
• The digital asset has been downloaded multiple times or is confirmed to have been used in client-facing work.
• The purchase was for a free or heavily discounted promotional asset (price ₹0 or >70% discount).
• Account suspension or termination due to violation of the Terms of Service.
• Partial use of bundled or multi-asset packs (unless none of the assets have been accessed).

4. Annual Subscription Plans

Annual subscription plans (MSME Pro, Startup Bundle, Enterprise) include a 14-day full refund window from the date of first subscription payment. After 14 days, subscriptions are non-refundable for the remainder of the billing period.

You may cancel your subscription at any time from your account dashboard. Cancellation stops future renewal charges but does not entitle you to a partial refund of unused subscription months.

5. Consulting Engagements — Cancellation Policy

Consulting engagements are governed by the specific Statement of Work (SOW) agreed between the parties. General cancellation terms are:

Exceptional circumstances (medical emergencies, force majeure events) will be reviewed case-by-case with full empathy and flexibility.

6. How to Request a Refund

1. Email support@eccellere.in with the subject line: “Refund Request — [Order ID]”.
2. Include your name, registered email address, order ID, and purchase date.
3. Briefly describe the reason for your refund request.

We will acknowledge your request within 1 business day and resolve it within 3 business days. Approved refunds are processed within 5–7 business days via Razorpay to the original payment method.

7. Disputes

If you are dissatisfied with a refund decision, you may escalate to our senior team at legal@eccellere.in. Unresolved disputes are subject to the dispute resolution process outlined in our Terms of Service.

For payment disputes raised directly with Razorpay or your bank (chargebacks), please notify us first — we will work with you to resolve the matter quickly and avoid unnecessary escalation.

8. Currency and Processing

All refunds are processed in Indian Rupees (INR) to the original payment method. We are not responsible for exchange rate differences if your bank converted the original charge to a foreign currency. Razorpay and banking institution processing times (5–7 business days) are outside our control.

9. Changes to This Policy

We may update this Refund Policy from time to time. The revised Policy will apply to purchases made after the updated effective date. For purchases made prior to an update, the Policy in effect at the time of purchase applies.