Refund Policy

Fair and transparent refund terms for our marketplace partners.

Our Refund Commitment

At SuperApp, we stand behind our service quality and want you to be completely satisfied with your multi-vertical marketplace experience. This refund policy outlines when refunds are available and how to request them.

• Live Demo First: Evaluate on a real marketplace before you buy
• Fair Process: Clear eligibility criteria
• Quick Processing: 5-10 business days

1. Evaluation Before Purchase

Before you subscribe we walk you through the platform in a live demo on a real marketplace, so you can evaluate it against your own verticals, order flows and projected volume without any financial commitment.

What the Evaluation Includes

• A 30-minute live walkthrough on a production marketplace
• All live business modules demonstrated
• Your questions answered by the product team
• Pricing mapped to your projected order volume
• Access to the public documentation
• No credit card required to book

Starting Your Subscription

• Onboarding: Platform configuration, branding and integrations begin once you subscribe
• Billing: Your monthly plan fee and any overage apply from your first billing cycle
• Cancellation: See the cancellation section below

2. Refund Eligibility Criteria

Refunds are available in specific circumstances where we haven't met our service commitments or due to qualifying issues.

Eligible for Full Refund

• Service Unavailability: Platform downtime exceeding 24 consecutive hours
• Critical Functionality Failure: Core ordering features non-functional for 48+ hours
• Data Loss: Unrecoverable loss of customer or order data due to our error
• Billing Errors: Incorrect charges or duplicate billing
• Service Termination: Account terminated by SuperApp without cause
• Misrepresentation: Service significantly different from what was promised
• Setup Failure: Unable to complete setup within 30 days due to our limitations
• Module Failure: Promised business modules not functional as described

Eligible for Partial Refund

• Service Degradation: Significant performance issues lasting 7+ days
• Feature Unavailability: Promised features not delivered within agreed timeline
• Integration Failures: Critical integrations non-functional for extended periods
• Support Failures: Inability to resolve critical issues within the response times agreed in your contract
• Early Cancellation: Cancellation within first 30 days due to unmet expectations
• Module Limitations: Business modules not performing as advertised

Partial refunds are calculated based on the duration and severity of the issue.

Not Eligible for Refund

• Change of mind or business direction after subscribing
• Failure to use the service or access the platform
• Issues caused by third-party integrations or services
• Problems resulting from customer's technical environment
• Violation of Terms of Service leading to account suspension
• Requests made more than 60 days after the billing period
• Seasonal business closures or temporary shutdowns
• Market conditions affecting business performance

3. Refund Request Process

We've streamlined our refund process to be as simple and transparent as possible.

Step-by-Step Process

1. Submit Request: Contact our support team via email, phone, or support portal with your refund request
2. Provide Information: Include account details, transaction information, and detailed reason for refund request
3. Review & Investigation: Our team reviews your request and investigates the issue (typically 2-5 business days)
4. Decision & Processing: Receive decision notification and refund processing (5-10 business days if approved)

Required Information

• Account email and business name
• Transaction ID or invoice number
• Detailed description of the issue
• Supporting documentation (screenshots, logs)
• Preferred refund method
• Timeline of when issues occurred
• Affected business modules or verticals

Processing Timeline

• Acknowledgment: Within 24 hours
• Initial Review: 2-3 business days
• Investigation: 3-5 business days
• Decision: Within 7 business days
• Processing: 5-10 business days
• Bank Processing: 3-5 additional days
• Complex Cases: Up to 14 business days

4. Non-Refundable Services & Fees

Certain services and fees are non-refundable due to their nature or the resources already committed.

Non-Refundable Items

Custom Development:

• Custom feature development
• Bespoke integrations
• Custom design work
• Specialized configurations
• Multi-vertical customizations

Third-Party Services:

• Domain registration fees
• SSL certificate costs
• App store submission fees
• Third-party integration costs
• External service subscriptions

Professional Services

Completed Work:

• Data migration services
• Training sessions delivered
• Consultation hours used
• Setup and onboarding completed
• Multi-vertical configuration work

Time-Based Services:

• Additional support hours
• Premium training sessions
• Dedicated account management
• Custom reporting development
• Strategic consulting services

Partial Service Usage

Per-order fees are generally non-refundable for successfully processed orders. However, we may offer credits or adjustments in exceptional circumstances or for qualifying service issues affecting order processing.

5. Cancellation Policy

You can cancel your SuperApp subscription at any time with no cancellation fees or penalties.

Cancellation Benefits

• Cancel anytime through your dashboard — no notice period
• No cancellation fees or penalties
• Service continues until billing period ends
• Self-serve data export for 30 days, then on request up to day 90
• Reactivation possible within 30 days
• All business modules remain accessible
• Cross-vertical data preservation

Cancellation Process

1. Log into your account dashboard
2. Navigate to billing settings
3. Click "Cancel Subscription"
4. Confirm cancellation request
5. Receive confirmation email
6. Export data if needed
7. Access remains until period end

Post-Cancellation Timeline

• Day 0 — Cancellation: Service continues normally
• End of Billing Period: Service access ends
• 30 Days: Data retention period
• 90 Days: Complete data deletion

6. Disputes & Chargebacks

We encourage direct communication to resolve any billing concerns before initiating chargebacks or disputes.

Before Filing a Dispute

Please contact our support team first. Most billing issues can be resolved quickly and amicably:

• Email: billing@devkart.com (24-hour response)
• Phone: +91 7829527438 (business hours)
• Live chat: Available on our website
• Support portal: Submit detailed tickets
• Emergency line: Available for critical issues

Chargeback Process

If you file a chargeback, please note:

• We will provide complete transaction documentation to your bank
• Service access may be suspended during dispute resolution
• Resolution typically takes 30-90 days
• We prefer to work directly with you for faster resolution
• All business modules may be affected during disputes

Fraudulent Chargebacks

Chargebacks filed without attempting to resolve issues directly may result in:

• Immediate account suspension
• Chargeback fees passed to customer
• Termination of service agreement
• Reporting to fraud prevention services
• Legal action for damages incurred

7. Contact Our Billing Team

For refund requests, billing questions, or cancellation assistance, please contact our dedicated billing team:

Billing Support

Email: billing@devkart.com
Phone: +91 7829527438
Hours: Monday-Friday, 9 AM - 6 PM EST
Response time: Within 24 hours

Emergency Billing Issues

Emergency line: +91 7829527438
Priority handling for critical billing issues
Live chat: Available on our website
Priority support for active subscribers

Mailing Address: Devkart Technologies LLP, Attn: Billing Department, No: 73, 3A, Millennium House, 2nd Cross Road, Sector 1, HSR Layout, Bengaluru, Karnataka 560102, India