Refund Policy.

1. Our Refund Philosophy

Selling software to small businesses in India is a relationship business. Most of our customers find us through word of mouth, and we intend to keep it that way. That is why this Refund Policy is written the way a fair person would explain it face to face: if something we sold you does not work the way we said it would, and we cannot fix it, you should get your money back. If it works and you simply changed your mind after using it, that is a different conversation.

We are a small studio, not a giant marketplace. Every refund we issue comes directly out of the pocket of the team that built the product. So we ask for fairness in return: give us a genuine chance to make it right before asking for a reversal, send us the details we need to reproduce a bug, and do not file a payment dispute while we are actively helping you. In exchange, we promise a clear process, honest timelines, and no dark patterns — no hidden clauses, no "contact us for details" dead ends, no 47-email support marathons designed to make you give up.

This policy covers everything we sell: our WordPress plugins (BizSensei OMS, BizSensei GST Invoices, BizSensei WhatsApp Connect), our agency project work, and our monthly retainers. Advertising budgets you pay directly to Google, Meta, or LinkedIn are governed by those platforms, not by us, and we explain why in Section 11.

1.1 Digital Goods, Honest Terms

Physical goods can be boxed up and sent back. Software cannot. Once you have downloaded a plugin and activated a license key, you possess a working copy of the code forever, whether you paid for it or not. That simple fact shapes everything below.

Because a digital product cannot be "returned" in any meaningful sense, our refund windows are tied to two things that can be measured objectively: time since purchase, and whether the license key was ever activated on a live website. These two signals tell us, better than anything else, whether a refund request comes from a genuine problem or from buyer's remorse after full use.

We also draw a hard line between our code failing and everything else failing. If our plugin has a genuine bug that breaks its advertised function and our support team cannot fix it, that is on us, and the 14-day technical-failure guarantee in Section 3.1 applies. If your hosting provider goes down, a third-party theme conflicts with our plugin, or Meta changes its WhatsApp policies overnight, those are real problems too — but they are not defects in what we sold you, and we cannot underwrite the entire internet. We will still try to help you work around them, because that is what a good vendor does, but they do not trigger a refund.

1.2 Licensed, Not Sold: The Core Concept

When you pay ₹299 for BizSensei GST Invoices, you are not buying the plugin the way you buy a chair. You are buying a lifetime license to use the plugin on one website, including all future updates for that product. The intellectual property — the code, the design, the brand — remains ours. This is the standard model for commercial WordPress plugins worldwide, and it is stated at checkout before you pay.

Why does this matter for refunds? Because it defines what a refund actually reverses. A refund of a licensed product means two things happen together: (1) your payment is reversed through our payment gateway, and (2) your license is revoked — the key is deactivated on our license server, the plugin stops receiving updates on your site, and your right to use the software ends. You cannot keep using the software and also get the money back; that would be using an unlicensed copy, which our license terms prohibit.

This also explains why activation status matters so much in this policy. An unactivated license key is, in every practical sense, unused — no website has ever checked in with our server using it, no copy of the software is running under its authority. Refunding it costs us almost nothing and costs you nothing. An activated license means the software has been installed, configured, and put to work, possibly for weeks. We treat those two situations differently, and Sections 3.1 and 3.2 spell out exactly how.

2. Key Concepts You Should Know

Refund policies are full of words that sound simple but carry specific meaning. Before you read further, here is how we use the important ones. If anything here conflicts with how a word is used in a proposal or invoice we sent you for custom work, the proposal or invoice wins for that engagement — this page is the default, not the override.

2.1 What a "Refund" Means for Software

For our digital products, a "refund" is a single combined action with two inseparable parts. First, we reverse your payment: the amount you paid is sent back to the original payment method (your UPI account, card, or net-banking source) through Razorpay, our payment gateway. Second, we revoke your license: the license key issued with your order is deactivated on the BizSensei license server, which means the plugin installed on your site will no longer validate, will stop receiving automatic updates, and will show as unlicensed.

There is no partial version of this. We do not offer "keep the software, get the money back," and we do not offer "keep the money, lose the software." If you are asking for a refund, you are asking for both halves. If what you actually want is a fix, an extension of support, or help configuring the plugin, tell us that instead — support is free for licensed customers and usually faster than a refund cycle.

For agency services (project work and retainers), "refund" means a payment reversal for work not yet delivered, as described in Sections 9 and 10. It never means paying you for work already completed and handed over.

2.2 License Revocation: What Technically Happens

When we revoke a license after a refund, here is the exact sequence. Our license server marks your license key as revoked in our database. The next time the plugin on your site checks its license status — which happens automatically during WordPress update checks and when you visit the plugin's license screen — the server responds that the key is no longer valid. The plugin's admin screen will show the license as inactive or invalid, automatic updates for that plugin will stop being offered, and any license-gated features will be disabled according to that plugin's own behavior.

Revocation does not delete the plugin's files from your server, and it does not delete your data (orders, invoices, settings) from your WordPress database. Your content remains yours. But continuing to use the plugin's functionality after revocation is use without a license, and we reserve the right to treat it as such. If you later decide you want the product after all, you are welcome to purchase a fresh license — we hold no grudges, though the refunded key itself can never be reactivated.

2.3 Proof of Purchase

To process any refund, we need to find your order. That means we need at least two of the following: your WooCommerce order number (it looks like #1234 and appears in your order confirmation email), the email address you used at checkout, and the license key if one was issued. The fastest path is to forward or quote your order confirmation email when you write to us.

If you purchased through a method where we cannot match the payment — for example, you paid from one email address and wrote to us from another without mentioning the order number — we will ask you to confirm the billing details before proceeding. This is fraud prevention, not suspicion of you personally: digital goods are a favorite target for refund fraud, and verifying the buyer protects honest customers from price increases caused by abuse. We complete verification within the review window described in Section 13 and never ask for passwords, OTPs, or card numbers.

3. General Digital-Product Policy

This section states the default rules for all BizSensei software products bought through our store at bizsensei.co.in. Sections 4, 5, and 6 then add product-specific detail — the per-plugin situations that count as eligible or ineligible, because a GST invoicing bug and a WhatsApp API failure look nothing alike. Where a product-specific section and this general section seem to differ, the product-specific section applies to that product.

Two windows govern everything: a 14-day technical-failure guarantee and a 7-day change-of-mind window for never-activated licenses. Both are counted in calendar days from the date of purchase shown on your order, and both require you to contact us — refunds are never automatic, because we need to verify the situation and revoke the license in the same motion.

3.1 The 14-Day Technical-Failure Guarantee

If, within 14 calendar days of purchase, the plugin does not work as described on its product page, and our support team cannot fix it after reasonable attempts, you are entitled to a full refund of the purchase price. This is our core promise, and it is unconditional within its boundaries — we do not argue about whether the bug is "major enough" once our team has confirmed it exists and cannot be resolved.

"Reasonable attempts" has a concrete meaning here. It means you reported the problem to us at info@bizsensei.co.in with enough detail for us to reproduce it (steps, screenshots or a short screen recording, your WordPress and plugin versions), you gave us the access we reasonably need to diagnose it (typically a temporary admin login to a staging copy of your site, or permission to replicate the issue on our own test install), and you allowed us at least 5 business days to work on it. It does not mean an unlimited number of attempts across months — if we have tried in good faith and the defect persists, the guarantee triggers.

The guarantee covers defects in our code: the plugin's own PHP, JavaScript, and templates failing to perform their advertised function on a standard, supported setup (a current WordPress version, a standard web host, no conflicting custom code). The product-specific sections spell out what counts as a defect for each plugin, because "working as described" means something different for a POS system than for an invoicing tool.

3.2 The 7-Day Change-of-Mind Window (Unactivated Licenses Only)

If you bought a license and then decided you do not want it — wrong plugin, budget rethink, project cancelled, any reason or no reason — you may request a full refund within 7 calendar days of purchase, provided the license key was never activated on any website. We check activation status on our license server; if the key shows zero activations, the refund is approved without further questions.

The activation condition is strict and binary. "Activated" means the key was entered into the plugin's license screen on any site — your live site, a staging site, a developer's laptop — and validated successfully against our server even once. It does not matter whether you went on to actually use the plugin's features. A validated key is an activated key. This is because, as Section 1.1 explains, a validated copy of the software is a usable copy of the software, and we have no way to verify that it was uninstalled afterwards.

If the key was activated, the change-of-mind window does not apply — but the 14-day technical-failure guarantee in Section 3.1 still does. In other words: cold feet within a week on an untouched key means an easy refund; cold feet after installing and running the plugin means we will help you get value from it, and refund only if it is genuinely broken.

3.3 What Is Never Refundable

The following are never grounds for a refund on any digital product, and listing them here saves us both a disappointing email exchange:

• A working product, successfully delivered. The download worked, the license key arrived by email, the plugin installed and performs its advertised function. "I found a free alternative" or "my developer built it in-house instead" are understandable situations, but they are not defects.
• Problems caused by third-party software or hosting. Conflicts with another plugin, a theme that overrides our templates, a host that blocks loopback requests or runs an outdated PHP version, a CDN caching admin pages — we will make a genuine effort to help you work around these, but they are not faults in our product.
• Changes on external platforms. Meta changing WhatsApp API policies, the GST portal changing its validation rules, a payment gateway deprecating an endpoint — the product-specific sections detail these per plugin.
• Customer-side data errors. A wrong GSTIN typed into settings, a misconfigured tax rate, a Meta app set up with the wrong phone number — our support team will help you correct these, but mistakes in your own configuration are not product defects.
• Expectations the product never promised. If the product page does not claim a feature, its absence is not a defect. Screenshots and feature lists on the product page are the definition of "as described."
• Expired windows. Requests made after the 14-day or 7-day windows, counted from the purchase date on your order.
• Duplicate purchases. If you accidentally bought the same product twice, we will happily refund the duplicate (and revoke the duplicate key) — but that is a billing correction, handled immediately on request, not a policy exception.

4. BizSensei OMS — Returns & Refunds

BizSensei OMS is our restaurant order-management and POS software: QR-based table ordering, a kitchen/order dashboard, multi-branch management, delivery ordering with tracking, menu designer controls, and add-on/customization management. It is a higher-value product sold on custom quote (not a fixed store price), and it is typically purchased together with onboarding — we help you configure branches, tables, menus, and QR codes on your own site. Because the product and its setup are intertwined, this section treats them as one engagement.

The general rules in Section 3 apply in full: 14-day technical-failure guarantee, 7-day change-of-mind on unactivated keys, and the never-refundable list. What follows is how those rules play out for a complex, configured system rather than a simple install-and-go plugin.

4.1 Refund Window

The 14-day technical-failure window for BizSensei OMS runs from the date your license key was issued (the purchase date on your order), not from the date you finished onboarding. Onboarding can take a week or more for a multi-branch restaurant, so we strongly recommend you begin testing the core ordering flow — place a test order from a customer QR code, watch it arrive in the kitchen dashboard, mark it complete — within the first few days, while the full window is still open.

If your onboarding is still in progress at day 14 and you have not yet been able to test meaningfully, write to us before the window closes. We can extend the window in writing where the delay was on our side (for example, our team had not yet completed your branch configuration). We will not extend it where the delay was on yours (menu data or table lists not provided), because the software was available and working throughout.

The 7-day change-of-mind window applies to OMS licenses exactly as in Section 3.2: if the key was never activated on any site, a no-questions refund within 7 days of purchase.

4.2 Eligible Situations

A refund under the technical-failure guarantee is eligible when a core advertised function of BizSensei OMS does not work on your supported setup and we cannot fix it. Core functions means the things the product page promises as the heart of the system:

• Customers cannot place orders through the QR ordering flow at all (menu fails to load, checkout errors on every attempt) on a standard WordPress install.
• Orders placed by customers never reach the kitchen/order dashboard, or arrive with corrupted data (wrong items, wrong quantities) caused by our code.
• Branch switching, table assignment, or the order-status pipeline (placed → preparing → served/delivered) is broken in a way that makes the system unusable for daily service.
• A defect we introduced in an update breaks a previously working installation and we cannot provide a working rollback or fix within 5 business days.

In each case, the trigger is the same: the defect is in our code, it breaks a core function, and our support team has had reasonable attempts (Section 3.1) and failed. Cosmetic issues, feature requests, and "it works but I wanted it to work differently" do not qualify — though we do log every such report as product feedback, and much of our roadmap comes from exactly those emails.

4.3 Not Eligible

Beyond the general never-refundable list in Section 3.3, the following OMS-specific situations do not qualify for a refund:

• Your menu, table, or branch data problems. Items with wrong prices because the spreadsheet you sent had wrong prices, tables that do not scan because the QR codes were printed from an old export, a branch showing "closed" because its hours were set wrong — our onboarding team will help you fix all of these, but they are configuration, not defects.
• Staff or customer device issues. A kitchen tablet running an ancient browser that cannot render the dashboard, customers' phones with no internet in your basement dining hall — we build for modern browsers and normal connectivity, and we publish those requirements.
• Third-party conflicts. A caching plugin that caches the ordering pages and serves stale menus, a security plugin that blocks our order-submission endpoints, a theme that hijacks our templates. We will help you identify and work around these (usually by excluding our pages from cache), but the defect is not ours.
• Payment gateway behavior. If you connected your own Razorpay/Stripe/UPI gateway to checkout, gateway downtimes, settlement delays, and webhook failures on the gateway's side are between you and the gateway.
• Business outcomes. The OMS makes ordering smoother; it does not guarantee more footfall, higher average order value, or staff adoption. If your team prefers paper KOTs, that is a training challenge, not a product defect.

4.4 Setup & Onboarding Fees

Where your OMS purchase included paid setup or onboarding (branch configuration, menu data entry, QR code generation and print files, staff training sessions), those service fees are non-refundable once the work has been delivered. If we configured your five branches and handed over print-ready QR codes, that labor cannot be un-done, and the fee for it stands even if the software license itself is later refunded under the technical-failure guarantee.

In a combined refund, we separate the two components on your invoice: the license fee follows this section's software rules, and the setup fee follows Section 9's project-work rules (refundable only for undelivered milestones). If setup had not yet started when you requested the refund, the setup fee is refunded in full along with the license. If setup was partially complete, you are billed only for the completed portion, exactly as Section 9.2 describes.

4.5 What Happens to Your License & Data

On an approved OMS refund, your license key is revoked as described in Section 2.2: the OMS installation on your site stops validating, automatic updates cease, and license-gated functionality disables. Your restaurant data — branches, menus, items, tables, orders, customers — remains in your WordPress database; we never delete your data as part of a refund.

Because a restaurant's menu and order history are business-critical, we give you a 30-day grace window after revocation to export anything you need: menu items and categories, branch and table lists, and order records can all be exported from the OMS admin screens or directly from the database. After 30 days we consider the engagement closed, though we will still answer a reasonable export question if you write in late. If you re-purchase later, a fresh license key is issued; your old data, still sitting in your database, will work with the new key as long as the plugin version is compatible.

5. BizSensei GST Invoices — Returns & Refunds

BizSensei GST Invoices (current version 1.0.0) is sold in our store for ₹299 one-time: a lifetime license for one website, including all future updates. It generates GST-compliant tax invoices, credit notes, HSN summaries, and GSTR-1 exports for WooCommerce stores in India.

One important framing point before the details: this plugin is tooling, not tax advice. It formats your WooCommerce order data into compliant-looking documents according to the settings you configure. It does not decide your tax liability, it does not file anything with the GST portal on your behalf, and it is not a substitute for your chartered accountant. Many of the ineligible situations below flow directly from this distinction.

5.1 Refund Window

The standard windows apply: 14 days from purchase for genuine technical failure (Section 3.1), and 7 days for change of mind provided the license key was never activated (Section 3.2). Because this is a low-priced, instantly-delivered product, most refund requests we receive fall into two buckets — "it does not generate invoices on my store" (technical, usually fixable, occasionally refundable) and "my CA says the format needs changes" (usually a configuration or expectation matter, covered in 5.3).

As with all our plugins, the clock starts on the purchase date shown in your order confirmation email, and you must contact us to start the process — nothing is automatic.

5.2 Eligible Situations

A refund is eligible when the plugin has a genuine defect in its own calculation or document-generation code that we cannot fix. Concretely:

• Calculation bugs. The invoice shows CGST/SGST/IGST amounts that are arithmetically wrong given the tax settings you configured — for example, tax computed on the wrong base, rounding applied inconsistently between the invoice and the HSN summary, or a credit note that does not correctly reverse the original invoice's tax lines — and our team confirms the defect and cannot ship a fix within 5 business days.
• Rendering failures. Invoices or credit notes fail to generate at all (blank PDFs, fatal errors on the invoice screen) on a supported setup, and the failure is in our code rather than your server's PDF library or file permissions.
• Export corruption. GSTR-1 exports that are structurally invalid — malformed CSV/Excel that no spreadsheet application can open, or data columns that do not match the documented format — where the corruption originates in our exporter.
• Broken core settings. A settings screen that cannot save, or saved settings (your GSTIN, invoice prefix, tax classes) that the plugin ignores when generating documents, where the cause is our code.

In every case the Section 3.1 procedure applies: report it with reproduction details, give us reasonable diagnostic access and 5 business days, and if we cannot fix it, the full ₹299 is refunded and the license revoked.

5.3 Not Eligible

The following are the most common GST Invoices refund requests we decline, with the reasoning for each:

• Wrong GSTIN or business details entered by you. If your invoices show the wrong GSTIN because the GSTIN in the plugin's settings is the wrong GSTIN, that is a data-entry matter. We will help you correct it and regenerate invoices, but the plugin did exactly what it was told.
• Your CA's filing decisions or the GST portal's rejections. If your chartered accountant disagrees with how a transaction should be treated, or the GST portal rejects your GSTR-1 for reasons related to your registration status, turnover slab, or filing history, those are tax-practice matters between you, your CA, and the portal. Our export reflects your WooCommerce data; it cannot make the portal accept a filing the portal deems invalid.
• Expecting tax advice. "Which HSN code should I use for this product?" and "should I charge IGST or CGST+SGST for this customer?" are questions for your CA, not for a plugin vendor. If you bought the plugin expecting it to answer them, we understand the disappointment, but the product page never promises advisory services.
• Format preferences. The invoice layout follows standard GST invoice requirements (supplier/recipient details, GSTINs, HSN table, tax breakup, totals, declaration). If your CA wants a different visual arrangement that is still compliant, tell us — we may add layout options in a future update — but a working compliant invoice in our layout is not a defect.
• WooCommerce data problems. Orders with zero-tax line items because the tax class was never assigned, customers with no billing state so place-of-supply cannot be determined — the plugin can only invoice the data WooCommerce holds. We will help you trace such issues to their source.
• Third-party PDF or email behavior. If your host's PDF library is missing, or your SMTP setup drops the invoice emails, those are environment issues (Section 3.3).

5.4 What Happens to Your License

On an approved refund, the ₹299 is reversed to your original payment method and your GST Invoices license key is revoked per Section 2.2: the plugin will show as unlicensed, automatic updates stop, and you should stop generating new invoices with it, since unlicensed use also means no future compliance updates. Invoices already generated and sent to your customers remain valid documents — revocation does not reach back in time and alter PDFs you already issued, and your WooCommerce order data is untouched.

A practical note for the transition: if you refund because of an unfixable bug, export or save copies of any invoices you generated during the trial period before you uninstall, so your records stay complete for your CA. Our support team will remind you of this during the refund process itself.

6. BizSensei WhatsApp Connect — Returns & Refunds

BizSensei WhatsApp Connect (current version 1.0.1) is sold in our store for ₹299 one-time: a lifetime license for one website, including all future updates. It sends WooCommerce order notifications over WhatsApp using your own Meta WhatsApp Cloud API app — you create the app in Meta's developer console, connect your business phone number, and our plugin formats and dispatches the messages through it.

This architecture is the key to the entire section below. Our plugin is the sender; Meta's platform is the carrier. Roughly half of all WhatsApp messaging problems live on the carrier side — Meta's template approvals, number quality ratings, policy enforcement, and per-message billing — and no plugin code can fix or refund those. Our responsibility, and therefore our refund liability, covers only the sender side: our code taking your order data, formatting it correctly, and handing it to Meta's API properly.

6.1 Refund Window

The standard windows apply: 14 days from purchase for genuine technical failure in our code (Section 3.1), and 7 days for change of mind on a never-activated key (Section 3.2). Because this plugin requires you to set up a Meta developer app before it can do anything, we recommend completing the Meta-side setup within the first few days so that any genuine plugin defect surfaces while the full window is open. If Meta's own app-review or number-verification process delays you beyond 14 days, write to us before the window closes — we handle such cases individually and in good faith, as Section 16.2 notes.

6.2 Eligible Situations

A refund is eligible when our plugin code fails at its own job and we cannot fix it. Concretely:

• Message composition failures. The plugin fails to build the notification from your WooCommerce order — wrong order details injected, placeholders left unreplaced, encoding that corrupts the message text — where the fault is in our formatting code and reproducible on a clean setup.
• API handoff failures. The plugin fails to authenticate with Meta's Cloud API using valid credentials you provided, or mangles the API request (wrong endpoint, malformed payload) so that Meta rejects calls our code should have formed correctly.
• Trigger failures. Order-status triggers you configured (e.g., "send on order placed") never fire, or fire for the wrong events, due to a defect in our WooCommerce hook integration.
• Settings that do not stick. API credentials, template selections, or trigger settings that cannot be saved or are ignored at send time because of our code.

As always, the Section 3.1 procedure applies: report with details (including the exact API error response if Meta returned one — that tells us instantly whether the fault is ours or Meta's), give us diagnostic access and 5 business days, and if our code is at fault and unfixable, the full ₹299 is refunded and the license revoked.

6.3 Not Eligible: Meta-Side Issues

The following live entirely on Meta's side of the line. They are real, frustrating, and sometimes expensive — but they are not defects in our plugin, and they do not qualify for a refund:

• Template rejections. WhatsApp requires message templates to be pre-approved by Meta. If Meta rejects your template ("order update" wording they dislike, a variable in the wrong place), that is Meta's content review. We document the template rules and common rejection reasons in our setup guide, and we will help you reword and resubmit — but we cannot approve templates on Meta's behalf.
• Phone number bans or restrictions. If Meta restricts or bans the phone number connected to your WhatsApp Business app — for spam reports, policy violations, or quality-rating drops — messaging stops because Meta stopped it. This can happen to numbers that never touched our plugin, and our code has no influence over it.
• Meta policy changes. Meta periodically changes the WhatsApp Business Platform: pricing tiers, template categories, messaging limits, app-review requirements. If a policy change alters what your setup can do, that is Meta's platform evolving, not our product breaking. Where a policy change requires a code adaptation on our side, we ship it as a normal update; where it is purely administrative (re-verification, new business documents), it is yours to complete.
• Meta's per-message charges. Meta bills WhatsApp Business API usage per conversation/message according to its own pricing. Those charges appear on your Meta account, not ours, and we never see or touch that money. "WhatsApp messaging turned out more expensive than I expected" is a Meta-pricing matter.
• Your Meta app misconfiguration. Wrong app ID or token pasted into settings, the app still in development mode, webhook URLs pointing at the wrong domain, a phone number not yet verified with Meta — our setup guide walks through each step, and support will help you find the misstep, but configuration of your own Meta assets is not a product defect.
• Quality-rating throttling. Meta throttles messaging for numbers with low quality ratings. Throttled delivery is Meta's anti-spam machinery doing its job, not our plugin failing to send.

A useful rule of thumb: if Meta's API returns a success response and the message still does not arrive, the problem is almost certainly on Meta's side or the recipient's side. If Meta's API returns an error, the error code tells us whose fault it is — send it to support and we will read it with you.

6.4 What Happens to Your License

On an approved refund, the ₹299 is reversed to your original payment method and your WhatsApp Connect license key is revoked per Section 2.2: the plugin shows as unlicensed, automatic updates stop, and sending should be disabled on your site. Your Meta developer app, phone number, and approved templates are entirely yours and are unaffected — revocation touches only our plugin's license, never your Meta assets. If you later buy a fresh license (or switch to another sender tool), your Meta setup continues to work as before.

Before the refund completes, our support team will confirm with you that messaging is fully stopped on your site, so that no customer receives a half-configured notification during the transition.

7. BizSensei Admin Section

The BizSensei Admin Section is our licensing and product-management infrastructure — the engine that issues license keys, manages plans, and delivers updates for our commercial plugins. It runs on our own store server. It is not sold separately, has no price, no checkout page, and no license key of its own that a customer would hold. You will never see it in your cart, and that is by design.

7.1 Not Sold Separately: No Standalone Refunds

Because the Admin Section is not a product you purchase, there is nothing to refund for it on its own. If you are reading this section because a license key did not arrive, an update did not appear, or a plan shows the wrong details, what you are experiencing is a fulfillment issue with the purchased product (OMS, GST Invoices, or WhatsApp Connect) — and the relevant product section (4, 5, or 6) governs it. Write to us describing the purchased product and the symptom, and we will trace it through the licensing engine.

The one scenario worth naming explicitly: if our license server itself had an outage that prevented a working plugin from validating for an extended period, that is a failure of our infrastructure supporting your purchase, and we treat it under the technical-failure guarantee of the product you bought — not as a separate Admin Section matter.

7.2 Bundled Terms

If the Admin Section's capabilities are ever bundled, white-labelled, or referenced as part of a custom engagement (for example, we build you a private licensing setup for your own products), the refund terms of that engagement's written proposal apply — which will point back to the agency-service sections (9 and 10) of this policy. There is no circumstance in which the Admin Section alone generates a separate refund entitlement.

8. Bundles & Multi-License Purchases

From time to time we sell plugins together as a bundle (for example, GST Invoices + WhatsApp Connect at a combined price), and customers sometimes buy multiple license keys of the same product for multiple websites. This section explains how refunds work when an order contains more than one licensable item.

8.1 Partial Refunds Within a Bundle

Refund eligibility is assessed per product, not per order. If you bought a bundle and one plugin has a genuine, unfixable technical failure while the other works perfectly, you may receive a refund for the faulty product's share of the bundle price while keeping the working product's license active. The "share" is the product's standalone price at the time of purchase (or, if the bundle discount was applied evenly, the proportionate share) — we show the exact split in our reply so you can see the arithmetic.

The revoked-license rule applies per product: only the refunded product's key is revoked; the other product's license continues normally with updates intact. The 14-day technical-failure and 7-day unactivated change-of-mind windows apply to each product's key individually, counted from the same purchase date.

8.2 Multi-License and Multi-Site Purchases

Each license key is its own unit for refund purposes. If you bought three GST Invoices keys, activated two, and never touched the third, the unactivated third key is eligible for the 7-day change-of-mind refund while the two activated keys are not (unless they independently qualify under the technical-failure guarantee). Activation status is checked per key on our license server, so "but I only used two of them" is verifiable and honored precisely.

Where a single key covers multiple sites (not our current products — all current licenses are 1-site — but possible for future or custom plans), the key is treated as one unit: it is either activated or not, refundable or not, as a whole.

9. Agency Services — Project Work

Our agency builds websites, WooCommerce stores, custom plugins, and integrations on a project basis: a written proposal, an agreed scope, milestones, and a price. Project work is service labor, not a shrink-wrapped product, so its refund logic is different — it follows milestones, not activation windows. The proposal or quote we sent you is the primary document; this section is the default where the proposal is silent.

9.1 Milestone Refunds

Project fees are divided into milestones in the proposal (for example: 30% advance on kickoff, 40% on design approval, 30% on launch). You may cancel a project at any time with written notice, and you are billed only for work completed up to the cancellation date. Any advance or milestone payment covering work not yet delivered is refunded — or, if you prefer, adjusted against the completed work with only the balance refunded.

"Work completed" means work actually done and demonstrable, not just time passed. If we had completed the homepage design and two inner pages when you cancelled, you pay for that; the unbuilt balance of the scope is not billed, and any advance exceeding the completed value comes back to you within 15 working days of the cancellation accounts being settled.

What does not qualify: asking for a refund of a milestone whose deliverable was approved by you in writing and delivered as approved. "Approved, delivered, then I changed my mind about the design direction" is a new scope of work, not a refund event — we are happy to quote the redesign, but the approved milestone stands.

9.2 Undelivered Milestones & Delays

If we miss a milestone deadline materially — not by a day or two, but by a margin that affects your plans — and the delay is our fault (not waiting on your content, feedback, or access), you have two options: agree a revised timeline with us in writing, or cancel the undelivered portion and receive a refund of any payment covering it. We will always offer the revised timeline first, because most delays are recoverable, but the choice is yours.

Where a project is cancelled because we cannot deliver the agreed scope at all — a genuine failure on our side — any advance is refunded in full, including the portion covering work already done, because a half-built website you cannot use has no value to you. This has happened rarely in our history, and we intend to keep it that way; but the commitment is stated here plainly so you never have to wonder.

Timelines in proposals are estimates that assume timely feedback, content, and access from your side (our Terms & Conditions say this too). A project stalled for a month awaiting your product photos is not a delayed project in the sense of this section.

10. Agency Services — Retainers

Monthly retainers cover ongoing work: performance marketing management, SEO, social media, maintenance, or a standing development allocation. Retainers are billed 100% in advance on a 30-day cycle. You are buying our team's reserved capacity for the month — strategists, media buyers, developers — and reserved capacity cannot be resold once the month begins.

10.1 Prepaid, and the Elapsed Period Is Non-Refundable

Once a retainer cycle has begun and work has started, that cycle's fee is non-refundable — even if you cancel mid-cycle. This is the direct consequence of the capacity model: the hours were set aside for you, other work was turned away, and the team did (or stood ready to do) the work. Cancelling on day 12 of a 30-day cycle does not refund the 18 unused days, because those days' capacity was already spent holding your slot.

The fair exchange for this strictness is in 10.2: you can stop future billing with a month's notice, and we will never lock you into a long contract to make up for it. Our retainers are 30 days at a time, precisely so that a bad fit costs you at most one cycle.

10.2 Cancelling With 30 Days' Notice

Either party may end a retainer with 30 days' written notice (email counts). Here is how the billing works around a cancellation: the current cycle runs to its end date and is not refunded (Section 10.1); no further cycles are billed after the notice period completes. If you give notice on the 10th of a cycle that renews on the 1st, the current cycle ends on the 30th/31st, the notice period runs into the next cycle, and billing stops after that — we will confirm the exact final billing date in writing when you cancel so there is no ambiguity.

During the notice period, work continues normally — we do not wind down early or deprioritize your account. Reports, credentials, ad-account access, and all deliverables created during the engagement are handed over in full at the end, regardless of the reason for cancellation.

11. Advertising Spend

When we run performance marketing for you — Meta ads, Google ads, LinkedIn campaigns — the advertising budget itself is always paid directly by you to the platforms. You add your own card or UPI to your own ad accounts; our team gets managed access to run the campaigns. Our fee covers strategy, creative, setup, and management only. This separation is deliberate and is stated in every proposal: your ad money never passes through our hands.

11.1 Never Refundable by Us

Money you paid to Google, Meta, or LinkedIn for ad impressions and clicks can never be refunded by us, for the simple reason that we never received it. If a campaign underperformed, if an ad account was restricted, if you believe a platform overcharged you — the dispute is between you and the platform, under the platform's own billing terms. We will help you draft the appeal or billing ticket (we do this routinely; platform support is slow and we know the queues), but the funds are not ours to return.

This applies equally to prepaid platform balances. If you loaded ₹50,000 into a Meta ad account and then paused all campaigns, the unspent balance sits with Meta under Meta's terms — not with us, and not refundable through us.

11.2 Our Fees vs. Your Spend

To avoid any confusion: our management fee (what you pay BizSensei Digital for running the campaigns) follows the retainer rules in Section 10 — prepaid per cycle, cancellable with 30 days' notice. Your ad spend (what you pay the platforms for the actual ads) follows Section 11.1 — never refundable by us. The two are invoiced and accounted separately precisely so this distinction stays clean. If a proposal ever bundles them into one number, ask us to split it before you sign — we will, gladly.

12. How to Request a Refund

Every refund starts the same way: you write to us. There is no self-serve refund button, because every refund of a licensed product must be paired with a license revocation on our server, and we verify each request before executing both halves together. The process is deliberately human — a person reads your email, checks your order, and replies. Here is exactly how to do it.

12.1 Step by Step

Follow these steps in order; skipping one just means we will ask for it in reply, which slows you down:

1. Check your window. Confirm your purchase date (on your order confirmation email) and which window applies — 14-day technical failure, 7-day unactivated change of mind, or the agency-service rules. If you are unsure, write anyway and ask; we will tell you where you stand.
2. Gather the details in 12.2. The more complete your first email, the fewer rounds it takes.
3. Email info@bizsensei.co.in with the subject line "Refund request — Order #1234" (using your real order number). One order per email keeps things traceable.
4. Cooperate with verification. For technical-failure claims, we will ask for reproduction details and possibly temporary staging access (Section 3.1). Responding promptly keeps your request inside the review timeline.
5. Await our written decision. We reply within 5 business days (Section 13) with approval or a reasoned decline. Do not file a payment dispute while awaiting the decision — see Section 15.
6. Refund execution. On approval, we reverse the payment via Razorpay and revoke the license in the same session, then confirm both to you by email with the reversal reference.

12.2 What to Include

Your email should contain:

• Your order number (e.g., #1234) and the email address used at checkout.
• The product or service the request concerns, and the license key if one was issued.
• The reason: which situation in this policy you believe applies (quote the section number if you can — "Section 5.2, calculation bug" gets you routed faster than a paragraph of frustration).
• For technical claims: steps to reproduce, screenshots or a short screen recording, your WordPress version, the plugin version, your theme and active plugin list, and your hosting provider. For Meta-related WhatsApp issues: the exact API error response if Meta returned one.
• For agency work: the proposal/invoice reference and which milestone or cycle the request concerns.

If something on this list does not apply to you, say so briefly ("no license key was issued yet") rather than leaving it out silently — it tells us you read the list, and we will not ask twice.

12.3 Where to Send

Send refund requests to info@bizsensei.co.in. This is the only channel that creates a refund case — requests sent to personal numbers, social media DMs, or mentioned on a support call are not refund requests until they arrive at this inbox, because only this inbox is tied to our order and license records. If you call us at +91 93726 65745 to discuss a refund, we will happily talk it through, and then ask you to send the email so there is a written record protecting us both.

Write in English, Hindi, or Marathi — whichever you are comfortable in. Attachments up to 25 MB are fine; for larger screen recordings, send a link.

13. Our Review Process & Timelines

Once your email arrives, here is what happens on our side, in the open, so you know what "under review" actually means.

13.1 What Happens After You Write

Within 2 business days you receive an acknowledgment: your case reference, the name of the person handling it, and either a confirmation that your email contained everything needed or a specific list of what is missing. Within 5 business days of a complete request, you receive our written decision: approved (with the refund execution details from Section 14) or declined (with the specific policy section that applies and what you can do next — usually the support path to fix the underlying issue free of charge).

"Business days" means Monday to Saturday, excluding Indian national holidays — we work Saturdays, as many of our restaurant clients do. If a case needs longer (for example, a genuinely tricky bug that our developers are still diagnosing at day 5), we tell you that in writing before the deadline, with a new date. Silence past the deadline without an update is a failure on our part; if it happens, reply to your case thread and it gets escalated to the founder directly.

13.2 Technical Verification

For technical-failure claims, our review includes actual verification, not just reading your email. Depending on the product, we will: check your license's activation history on our server; replicate the reported issue on our own test install running the same plugin version; review the API error responses (for WhatsApp Connect, Meta's error codes usually identify the at-fault side within minutes); and, where you grant staging access, inspect the behavior directly on your setup.

We apply a consistent standard: would this behavior occur for any customer on a supported setup, caused by our code? If yes, and we cannot fix it within 5 business days of a complete report, the guarantee triggers. If the evidence shows a third-party conflict, a configuration error, or a platform-side issue, we decline the refund — but we do not close the case. We pivot it to a support case and keep helping you resolve the underlying problem, because a declined refund with a fixed problem beats an approved refund with a broken store.

14. Refund Method & Timelines

An approved refund is executed as a payment reversal, not as a fresh payment to you. This matters for where the money lands and how long it takes.

14.1 Razorpay Reversal to Source

All store payments are processed through Razorpay, and all refunds go back through Razorpay to the original payment source: the same UPI account, card, or net-banking account you paid from. We cannot send a refund to a different account, a different UPI ID, or as cash or bank transfer — this is both Razorpay's rule and our fraud-prevention rule, and it protects you as much as us (it guarantees the money returns to the actual payer).

You will receive the Razorpay reversal reference by email once executed. If the original payment source is closed or inaccessible (expired card, closed account), Razorpay's standard handling applies — typically the issuing bank routes it to your linked account or holds it for collection, and we will share whatever tracing information Razorpay gives us.

14.2 Timelines

We initiate the Razorpay reversal within 2 business days of approving your refund. After initiation, the money typically reaches your source account within 5–10 business days, depending on your bank and payment method — UPI reversals are usually fastest (2–5 days), card reversals slowest (up to 10 days, sometimes a full billing cycle for the statement to reflect it). These downstream timelines are set by Razorpay and the banking system, not by us; once we hand you the reversal reference, the transfer is out of our hands and into theirs.

If 10 business days pass after initiation with no credit, write back to your case thread with the reversal reference and we will raise a trace with Razorpay on your behalf. Agency-service refunds (project milestones, retainer adjustments) follow the same method and timelines, except where your proposal specified otherwise.

14.3 Currency

All our prices and refunds are in Indian Rupees (INR). If you paid from an international card and your bank converted the charge, the refund is issued in INR for the exact amount charged, and your bank's conversion rate on the refund date determines what lands in your account — which may differ slightly from what you originally paid due to exchange-rate movement. That difference, if any, is between you and your bank; we refund the full INR amount in every case.

15. Chargebacks & Payment Disputes

A chargeback — asking your bank or card issuer to forcibly reverse a payment — is the nuclear option of e-commerce disputes. This section explains how chargebacks interact with our refund process, and why filing one is almost always worse for you than emailing us.

15.1 Filing a Chargeback Voids the Refund Request

If you file a chargeback or payment dispute with your bank, UPI provider, or card issuer while a refund request is under review with us, the refund request is immediately voided. We cannot run two reversal processes for the same payment simultaneously — the bank's dispute process takes exclusive control of the funds, and anything we do in parallel risks a double refund. From the moment we are notified of a dispute, all communication about the payment moves to the dispute channel, and our 5-business-day review clock stops.

More importantly, a chargeback is slower and less certain than our process. Bank disputes in India routinely take 30–90 days, require you to submit evidence yourself, and can be decided against you on technicalities. Our process takes days and is decided by the people who actually understand the product. Filing a dispute does not get you paid faster; it gets you paid slower, with paperwork.

15.2 Immediate License Revocation

When a chargeback is filed, we revoke the associated license immediately, without waiting for the dispute outcome. The reasoning is straightforward: a chargeback asserts that the payment should not stand, and a license whose payment is disputed cannot remain active — otherwise we would be extending trust (updates, support, validated software) against money the buyer is actively clawing back. The revocation follows the standard sequence in Section 2.2.

If the dispute is later resolved in your favor by the bank, the revocation stands — the license is not automatically reinstated, because the commercial relationship has ended. You are welcome to purchase a fresh license afterwards, like any new customer. If the dispute is resolved in our favor, the original license may be reinstated at our discretion on written request, but reinstatement is not guaranteed and never automatic.

16. Abuse, Fraud & Exceptions

Policies written for honest people need a paragraph for dishonest ones, and a paragraph for the honest edge cases the rules do not quite fit. This section is both.

16.1 Good-Faith Use & Abuse

We monitor refund patterns for abuse, because unchecked abuse raises prices for everyone else. The following will lead to declined refunds and, in serious cases, a permanent bar on future purchases:

• Serial refunding — buying, activating, using, and refunding the same or different products repeatedly.
• False technical claims — reporting a "bug" that our verification shows does not exist, or withholding the access needed to verify while insisting on a refund.
• License-key harvesting — purchasing to obtain keys for redistribution, or activating one key across many sites in violation of the 1-site term and then requesting a refund.
• Payment fraud — stolen cards, unauthorized UPI debits, or any payment later reversed as fraudulent by the issuer (in which case the license is revoked immediately and the matter may be reported).

We apply these judgments carefully and conservatively — a single genuine refund never marks you as an abuser, and we would rather err on the customer's side in ambiguous cases. But repeated, patterned misuse will be treated as what it is.

16.2 Exceptions We May Make

Rules have edges, and we reserve the right to be human at them. We may — at our sole discretion, and without creating a precedent — grant a refund outside the stated windows or categories where the circumstances genuinely warrant it. Examples from our actual practice: extending the technical-failure window where Meta's app-verification backlog (not the customer) consumed most of the 14 days; refunding a duplicate purchase made months ago that was never activated and never noticed; splitting the difference on a setup fee where onboarding stalled for reasons shared by both sides.

How to ask for an exception: write the normal refund email (Section 12), state plainly that you are requesting an exception to the stated policy, and explain the circumstances honestly. "I missed the window because…" with a true reason gets a real reading. Exceptions are granted in writing, are one-time, and do not change this policy for anyone else — including you, next time.

17. Contact

Questions about this policy, a refund case in progress, or an exception request — it all goes to the same place.

17.1 How to Reach Us

BizSensei Digital, India.
Email: info@bizsensei.co.in (for refund requests, use the subject format in Section 12.1).
Phone: +91 93726 65745 (for discussion; the written email is still required to open a case).
Website: bizsensei.co.in.

When writing about an existing case, always quote your case reference from our acknowledgment email — it routes your message straight to the person handling it instead of the general queue.

17.2 Policy Updates

We may update this Refund Policy as our products and processes evolve. The version in force is the one published on this page, with its "Last updated" date in the header above. Material changes — to windows, eligibility, or methods — apply to purchases made after the update date; purchases made earlier are governed by the version that was live on their purchase date, which we can provide from our records on request. We will never apply a stricter policy retroactively to an already-completed purchase.

If you disagree with an update, your remedy is the same as it has always been: do not make new purchases under the new terms. Existing licenses and their purchased terms are unaffected.