Refund and Cancellation Policy
Effective Date: 20 June 2026
This Refund and Cancellation Policy explains how EtheraEdge Solutions Private Limited ("EtheraEdge", "we") handles subscriptions, cancellations, and refunds for the EtheraGuru platform. It is published in compliance with Rule 5(3) of the Consumer Protection (E-Commerce) Rules, 2020. All amounts are denominated in Indian Rupees (INR) and are inclusive of applicable Goods and Services Tax (GST).
1. Subscriptions and Billing
EtheraGuru is offered on two paid monthly tiers, billed in advance:
- Lite — ₹1,499 per month
- Scale — ₹2,499 per month
- Multi-branch add-on — ₹499 per additional branch per month (Scale only)
All prices are in INR and inclusive of GST. Annual plans are billed in advance for the full year. Custom-plan pricing is agreed separately in writing.
2. 30-Day Reverse Trial
Every new account starts with a 30-day reverse trial of full Scale features. No credit card is required during the trial and no charges are raised. If you choose not to continue at the end of the trial, you are not billed and your data is preserved for 90 days after inactivity so that you can re-engage, after which it may be deleted.
3. Cancellation
You may cancel at any time from your account settings or by emailing corporate@etheraedge.com. Cancellation takes effect at the end of the current billing period — you retain access until then and are not billed for the next period. We do not charge any cancellation fee.
4. Refunds — Monthly Plans
Monthly subscriptions are billed for service already provided and are generally non-refundable. As a goodwill gesture, we will refund a monthly charge within 7 days of the charge if you have sent fewer than 100 WhatsApp messages and stored less than 1 GB of data in that period. Beyond that, monthly fees are non-refundable.
5. Refunds — Annual Plans
If you cancel an annual plan early, we refund on a pro-rata basis at the equivalent monthly rate. The 16% annual discount is forfeited on early termination. For example, on a ₹24,990 annual Scale plan cancelled after 8 months, the eight used months are retained at the monthly rate (8 × ₹2,499 = ₹19,992 retained) and ₹4,998 is refunded.
6. Refunds — Exceptional Circumstances
Full or partial refunds are considered where:
- the service is materially unavailable for more than 72 hours in a billing month;
- there is a material breach of our agreement by EtheraEdge;
- you have been charged in duplicate; or
- a refund is required by applicable law.
7. Refunds — Non-Refundable Items
The following are non-refundable:
- WhatsApp message overages (₹1.25 per message above the Scale 1,500-message limit);
- Razorpay payment-processing fees; and
- custom-plan setup fees.
8. How to Request a Refund
Email corporate@etheraedge.com with the subject "Refund request — [business name]", including your invoice number and the reason for the request. We acknowledge within 24 hours, decide within 5 business days, and process approved refunds to the original payment method within 5–7 business days. Depending on your bank, refunds may take a further 10–12 days to appear on your statement.
9. Disputes
If you disagree with a refund decision, escalate to our Grievance Officer at corporate@etheraedge.com within 30 days. Unresolved disputes may be referred to the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019. Any arbitration will be seated in Ernakulam, Kerala.
10. Changes to This Policy
Material changes to this policy are notified at least 15 days in advance.
11. Contact
- Refunds: corporate@etheraedge.com
- Grievance Officer: corporate@etheraedge.com
- Postal: EtheraEdge Solutions Private Limited, Kanjirakkattu House, Kalampoor, Enanalloor P.O, Muvattupuzha, Kerala, India — 686673
This policy complements Section 6 of our Terms of Service and our Grievance Officer page.