Refund Policy

This Refund Policy governs all purchases, subscriptions, and transactions made through trueecaler.com and any associated mobile or web applications. We are committed to ensuring customer satisfaction and have established transparent, fair, and legally compliant refund procedures in accordance with applicable Indian consumer protection laws, including the Consumer Protection Act, 2019, the Information Technology Act, 2000, and guidelines issued by the Reserve Bank of India (RBI) regarding digital payments and refund timelines. Please read this policy carefully before making any purchase or subscription.

1. General Overview

At trueecaler.com, we offer a range of technology-based products and services, including premium subscriptions, feature upgrades, one-time digital purchases, and associated add-ons. As a digital services provider operating in India, we strive to provide high-quality, reliable, and value-driven offerings. However, we also understand that circumstances may arise where a refund or cancellation is warranted.

This policy outlines the conditions under which refunds are granted, the process to request a refund, timelines involved, and how disputes are handled. By making a purchase on our platform, you agree to the terms set forth in this Refund Policy.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must be met:

• The refund request must be submitted within the applicable refund window (see Section 3).
• The purchase must have been made directly through trueecaler.com or our official application platforms.
• The service or product purchased must not have been substantially used, accessed, or consumed at the time of the request.
• The request must be accompanied by a valid proof of purchase, including transaction ID, order confirmation email, or payment receipt.
• The account under which the purchase was made must be in good standing and not subject to any suspension or termination for violations of our Terms of Service.
• Technical issues directly attributable to our platform that prevented access to or use of a purchased service may also qualify for a refund, subject to verification by our technical team.
• Billing errors, including duplicate charges or incorrect amounts charged, automatically qualify for a review and refund where confirmed.

3. Refund Request Timeframes

Refund requests must be submitted within the timeframes specified below based on the type of purchase:

Requests submitted beyond these timeframes will generally not be considered unless there are exceptional circumstances, such as a medical emergency or verifiable technical issue that prevented timely submission. Such exceptions are solely at the discretion of our management team.

4. Non-Refundable Items and Services

The following purchases and scenarios are explicitly excluded from our refund policy and will not qualify for a refund under any ordinary circumstances:

• Used Subscription Periods: Any portion of a subscription period during which services were actively accessed and used.
• Promotional Purchases: Services or subscriptions purchased at a discounted rate through limited-time promotional offers, unless the promotion specifically states otherwise.
• Gift Cards and Vouchers: Digital gift cards or promotional vouchers purchased through our platform are non-refundable and non-transferable.
• Trial Conversions: Subscriptions that were automatically converted from a free trial and where the user failed to cancel before the trial period ended, unless the user was not adequately notified of the conversion.
• Third-Party Purchases: Subscriptions or in-app purchases made through third-party platforms such as the Google Play Store or Apple App Store are governed by the refund policies of those respective platforms. Please contact Google or Apple directly for such refunds.
• Completed Digital Deliverables: Any digital product or report that has been fully delivered and downloaded.
• Services Cancelled Due to Policy Violations: Accounts terminated or services cancelled due to a breach of our Terms of Service are not eligible for any refund.
• Renewal Charges (After 48 Hours): Auto-renewal charges where the user did not cancel the subscription prior to renewal and more than 48 hours have passed since the renewal date.

5. How to Request a Refund — Step-by-Step Process

To ensure your refund request is processed efficiently, please follow the steps outlined below:

Step 1: Gather Required Information

Before submitting your request, collect the following details:

• Your registered email address or mobile number linked to your account
• Transaction ID or Order Number
• Date of purchase
• Payment method used (UPI, credit/debit card, net banking, wallet, etc.)
• A clear description of the reason for your refund request
• Any relevant screenshots or documentation (especially for technical issues)

Step 2: Contact Customer Support

Submit your refund request using one of the following methods:

• Email: Send a detailed refund request to [email protected]
• Website: Use the Contact Us / Support form available at trueecaler.com

In your communication, clearly mention "Refund Request" in the subject line to help our team prioritize and process your inquiry.

Step 3: Acknowledgement

Upon receiving your refund request, our support team will send you an acknowledgement within 2 business days, confirming receipt of your request and the estimated timeline for resolution.

Step 4: Review and Verification

Our team will review your request against the eligibility criteria outlined in this policy. This process may involve verifying your account activity, usage logs, payment records, and any technical reports. We may contact you for additional information or clarification during this stage.

Step 5: Decision and Notification

A final decision on your refund request will be communicated to you via email within 7 to 10 business days of the acknowledgement date. If your request is approved, refund processing will begin immediately. If it is declined, we will provide a clear explanation of the reason.

Step 6: Refund Initiation

Approved refunds will be initiated to the original payment method used at the time of purchase. Please refer to Section 6 for processing timelines by payment method.

6. Refund Processing Times by Payment Method

Once a refund is approved and initiated by our team, the time taken to reflect in your account depends on the payment method used:

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds apply under the following conditions:

• Partial Use of Subscription: If you have used a portion of a subscription period and request a refund for the remaining unused period, a pro-rated refund may be issued for the unused days, subject to our discretion.
• Partial Service Delivery: If a purchased service was only partially delivered due to a technical failure on our end, you may be eligible for a refund proportional to the undelivered portion.
• Feature Downgrade: If a premium feature becomes temporarily unavailable due to a platform issue and you were charged for that specific feature during the period of unavailability, a partial refund or account credit may be offered.
• Bundle Purchases: If a bundle of services was purchased and only one or more components are disputed, a partial refund corresponding to the disputed component(s) may be considered, provided the remaining components were used.

Partial refunds are issued at the sole discretion of trueecaler.com management and will be calculated based on usage data, subscription duration, and the nature of the issue.

8. Exchange Policy

As a provider of digital technology services, we do not offer a traditional exchange policy. However, we do offer the following alternatives in appropriate circumstances:

• Plan Upgrade / Downgrade: You may request to switch between subscription plans. If upgrading, the difference in cost will be billed on a pro-rated basis. If downgrading, the difference may be credited to your account for future use.
• Account Credit: In lieu of a monetary refund, we may offer account credits of equivalent value that can be applied toward future purchases or renewals. This will be offered as an alternative and is not mandatory to accept.
• Service Swap: Where technically feasible, we may allow you to swap one purchased service or feature for another of equivalent value, provided neither has been substantially used.

All exchange requests are subject to availability and must be submitted through the same refund request process described in Section 5.

9. Cancellation Policy

You may cancel your subscription at any time through your account settings or by contacting our support team. The following terms apply to cancellations:

9.1 Cancellation Before Renewal

If you cancel your subscription before the next billing cycle begins, you will continue to have access to your premium features until the end of your current paid period. No further charges will be applied after cancellation. Refunds are generally not issued for the current billing period already paid unless the cancellation is due to a technical error or billing issue.

9.2 Cancellation After Renewal

If your subscription renews and you wish to cancel shortly thereafter, you may submit a refund request within the applicable timeframe specified in Section 3. Approved cancellation refunds will be processed as described in this policy.

9.3 Auto-Renewal Notification

We will send you a renewal reminder at least 7 days before your subscription is due to auto-renew, in compliance with best practices and consumer protection guidelines. It is your responsibility to cancel before the renewal date if you do not wish to continue. Failure to receive a reminder due to an incorrect email address on file does not constitute grounds for an automatic refund.

9.4 Immediate Cancellation

In cases where a service becomes unavailable or substantially degraded due to factors within our control, we reserve the right to cancel subscriptions proactively and issue appropriate refunds or credits to affected users.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, you have the right to escalate the matter through the following dispute resolution process:

10.1 Internal Escalation

You may escalate your complaint to our senior support team by replying to the decision email and requesting a supervisory review. Please clearly state that you are requesting an escalation and provide any additional information that may support your case. We will respond to escalated disputes within 5 business days.

10.2 Formal Written Complaint

If the escalation does not resolve your issue, you may submit a formal written complaint via email to [email protected] with the subject line "Formal Refund Dispute". Our designated Grievance Officer will review your complaint and provide a final written response within 15 business days in accordance with the Consumer Protection Act, 2019, and the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

10.3 Consumer Forum / External Redressal

If you remain unsatisfied after exhausting our internal dispute resolution channels, you have the right to approach the following external bodies:

• National Consumer Disputes Redressal Commission (NCDRC) or the appropriate State / District Consumer Forum as per the Consumer Protection Act, 2019.
• RBI's Banking Ombudsman for disputes related to digital payment failures or unauthorized transactions.
• Cyber Crime Cell for any suspected fraudulent or unauthorized charges, reachable at cybercrime.gov.in.

10.4 Governing Law and Jurisdiction

This Refund Policy is governed by the laws of the Republic of India. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of courts located in India.

11. Chargebacks and Payment Disputes

We strongly encourage customers to contact us directly before initiating a chargeback through their bank or payment provider. Initiating a chargeback without first attempting to resolve the issue with us may result in:

• Immediate suspension of your account pending investigation.
• A formal response to your bank or card network contesting the chargeback with supporting evidence.
• Possible permanent termination of your account if the chargeback is found to be unwarranted.

If a chargeback is filed fraudulently or without merit, we reserve the right to pursue all available legal remedies. We cooperate fully with all payment processors and banking institutions in chargeback investigations.

12. Changes to This Refund Policy

We reserve the right to amend, update, or modify this Refund Policy at any time. Any changes will be published on this page with an updated effective date. For significant changes, we may notify registered users via email. Continued use of our services after any modification constitutes acceptance of the revised policy. We encourage you to review this page periodically to stay informed about our refund practices.

13. Contact Information for Refund Requests

For all refund-related queries, requests, or escalations, please reach out to us using the details below:

This Refund Policy was last updated on May 30, 2026 and is effective as of the same date. This document is subject to and shall be read in conjunction with our Terms of Service and Privacy Policy.