Refund & Cancellation Policy

1. Overview

This policy outlines the refund and cancellation terms for both EnteStore platform subscriptions and orders placed through merchant stores on our platform.

2. EnteStore Subscription Refunds

2.1 Free Plan

The Free plan has no charges and therefore no refunds apply.

2.2 Pro Plan Subscriptions

• Monthly Subscriptions: No refunds for partial months. You may cancel anytime, and your access continues until the end of the billing period.
• Annual Subscriptions: Refunds may be requested within 14 days of purchase. After 14 days, no refunds are available.
• Downgrades: When downgrading from Pro to Free, you will not receive a refund for the remaining subscription period.

2.3 How to Request a Subscription Refund

To request a refund for an eligible subscription:

1. Email us at support@entestore.in with your account details
2. Include your reason for requesting a refund
3. Refunds are processed within 7-10 business days
4. Refunds will be credited to the original payment method

3. Order Refunds (For Store Customers)

Each merchant on EnteStore sets their own refund policy. As a customer, please check the specific store's refund policy before placing an order.

3.1 General Guidelines for Merchants

We recommend merchants include:

• Clear refund eligibility timeframes
• Product return conditions
• Refund processing time
• Contact information for refund requests

3.2 Dispute Resolution

If you have a dispute with a merchant regarding a refund:

1. First, contact the merchant directly
2. If unresolved, contact us at support@entestore.in
3. We will attempt to mediate the dispute
4. Note: EnteStore is a platform and is not responsible for merchant refund decisions

4. Order Cancellations

4.1 Customer-Initiated Cancellations

• Before Confirmation: Orders can be cancelled before merchant confirmation at no charge
• After Confirmation: Cancellation policy is determined by the individual merchant
• Prepared/Shipped Orders: Typically cannot be cancelled

4.2 Merchant-Initiated Cancellations

Merchants may cancel orders due to:

• Out-of-stock items
• Pricing errors
• Suspected fraud
• Delivery area unavailability

In such cases, customers will receive a full refund if payment was made.

5. Payment Gateway Refunds

For orders paid via Razorpay or UPI:

• Refunds are processed through the same payment method
• Processing time: 5-7 business days for bank transfers
• UPI refunds typically reflect within 24-48 hours
• Credit/Debit card refunds may take 7-10 business days

6. Cash on Delivery (COD) Orders

For COD orders that are cancelled or returned:

• If not yet delivered: No refund needed (no payment made)
• If returned after delivery: Merchant will process refund via bank transfer or store credit

7. Non-Refundable Items

The following are typically non-refundable (unless defective):

• Perishable goods (food items after delivery)
• Customized or personalized products
• Digital products or downloads
• Services already rendered
• Items marked as final sale

8. Contact Us

For refund or cancellation inquiries:

• Platform Support: support@entestore.in
• Merchant Issues: Contact the store directly