7-Day Guarantee
Full refund within 7 days of first purchase
5–7 Business Days
Refund processed to original payment method
No Auto-Renewal
We never auto-charge without explicit consent
At Sutracom Technologies Pvt. Ltd., we are committed to delivering an ERP platform that genuinely serves your business. This Refund Policy outlines the conditions under which refunds are granted for subscriptions to Sutracom CloudERP. By subscribing to our Services, you agree to this Refund Policy.
1. 7-Day Money-Back Guarantee
We offer a 7-day money-back guarantee from the date of your first paid subscription. If you are not satisfied with Sutracom CloudERP for any reason within this window, you may request a full refund — no questions asked.
This guarantee applies to:
- First-time purchases of an annual subscription only
- Requests submitted within 7 calendar days of the payment date
- Accounts that have not violated our Terms and Conditions
2. Refund Eligibility — What Is Covered
✓ Eligible for Refund
- First-time annual subscription — refund request within 7 days
- Technical issues that prevent you from using core features, unresolved by our support team within 5 business days
- Duplicate payments due to a payment processing error
- Billing error where you were charged an incorrect amount
3. Non-Refundable Situations
✗ Not Eligible for Refund
- Refund requests made after the 7-day guarantee window has expired
- Annual subscription renewals (please cancel before your renewal reminder)
- Subscriptions where the account has been suspended for Terms violation or abuse
- Dissatisfaction due to features that are clearly documented in our product
- Change of mind after the 7-day window
- Partial refunds for unused months within an annual subscription
- Trial accounts (trials are free — no payment is charged)
4. How to Request a Refund
To request a refund, follow these steps:
- Email us at support@sutracom.in with the subject line: “Refund Request — [Your Account Email]”
- Include your registered email address, the date of purchase, and the Razorpay Payment ID from your payment confirmation
- Briefly describe the reason for your refund request (optional for 7-day window requests)
- We will acknowledge your request within 2 business hours and process eligible refunds within 3 business days
5. Refund Processing
- Approved refunds will be credited to the original payment method used during purchase
- Refunds are processed within 5–7 business days after approval, subject to your bank's processing time
- UPI refunds typically reflect within 2–3 business days
- Credit/debit card refunds may take 5–7 business days to appear on your statement
- Razorpay payment gateway fees (if any) are non-recoverable and will be deducted from the refund amount
6. Subscription Cancellation
Cancelling your subscription is separate from requesting a refund. To cancel:
- Log in to your Sutracom account → Settings → Subscription → Cancel Subscription
- Or email us at support@sutracom.in
- Upon cancellation, your access continues until the end of the current annual subscription period
- Cancellation does not entitle you to a refund unless within the 7-day window
7. Technical Issues and Service Credits
If you experience significant technical issues that substantially impair your use of the platform:
- Report the issue to our support team at support@sutracom.in
- We will work to resolve the issue within 5 business days
- If the issue remains unresolved and materially prevents platform use, we will offer either a refund or pro-rated service credit at our discretion
- Our 99.9% uptime SLA does not apply to scheduled maintenance windows
8. GST on Refunds
As a GST-registered entity, refunds processed by Sutracom will include the reversal of applicable GST. A credit note will be issued for the refunded amount. Please consult your accountant regarding the treatment of the credit note in your GST returns.
9. Changes to This Policy
We may update this Refund Policy from time to time. Any changes will be communicated via email and posted on this page with an updated “Last updated” date. Your continued use of the Services after changes take effect constitutes acceptance of the updated policy.
10. Contact Us
For all refund-related queries:
- Email: support@sutracom.in
- Response time: Within 2 business hours on business days
- Address: Sutracom Technologies Pvt. Ltd., Mumbai, Maharashtra - 400001, India