InsuranceGuru — Refund Policy

Effective Date: 4 May 2026

Last Revised: 4 May 2026

Version: 1.0

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1. Overview

InsuranceGuru ("we," "us," "our") wants you to be satisfied with your subscription. This Refund Policy outlines when we offer refunds, how to request one, and how refunds are processed.

This policy applies to all paid subscription plans: Lite, Standard, Pro, and Business.

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2. General Principle — No Refunds After Use

Subscription fees are generally non-refundable once the billing period has begun, because:

Digital services are consumed immediately upon access

AI conversations, document analyses, and feature access begin the moment you subscribe

We provide a **free trial** specifically so you can evaluate the Service before paying

However, we recognise that exceptional circumstances arise. The exceptions below are honoured without dispute.

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3. When We Will Refund

3.1 Billing Errors

If we charged you:

The wrong amount (more than the agreed plan price)

Twice for the same billing period (duplicate charge)

After you had already cancelled your subscription

We will refund 100% of the erroneously charged amount within 7 business days of confirming the error.

How to report: Email support@insuranceguru.in with subject "Billing Error" within 30 days of the charge.

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3.2 Service Outage — SLA Breach

If InsuranceGuru is unavailable for more than 4 continuous hours in any 24-hour period (verified by our internal monitoring), paid subscribers are entitled to:

**≤ 4 hours downtime:** No refund — within normal SLA tolerance

**4–24 hours downtime:** 1 day's credit (prorated from monthly fee)

**> 24 hours downtime:** 3 days' credit, or a partial refund of proportional value

Credits are applied automatically to your next billing cycle. If you prefer a cash refund, request it within 7 days of the incident.

Force majeure events (cloud provider outages, natural disasters, government-mandated shutdowns, cyberattacks beyond our reasonable control) are excluded from SLA calculations.

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3.3 Annual Plan — 15-Day Satisfaction Guarantee

If you purchase an annual plan and are genuinely unsatisfied with the Service:

You may request a **prorated refund** within **15 days** of your annual payment

The refund equals the annual fee minus the pro-rata value of days used

This applies only to the **first annual payment** from a given account — not to renewals

Accounts that used AI features more than 50 times during the 15-day period are not eligible (indicating the Service was actively used)

How to request: Email support@insuranceguru.in with subject "Annual Plan Refund Request" within 15 days.

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3.4 Technical Failure to Access Paid Features

If a verified bug on our side prevented you from accessing a paid feature for which you subscribed, and the bug persisted for more than 3 consecutive business days despite a reported ticket, you are entitled to:

A prorated credit for the days the feature was unavailable

Or a full refund if the feature was the primary reason for your subscription

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3.5 Accidental Upgrade / Duplicate Subscription

If you accidentally upgraded to a higher plan or created a duplicate subscription:

Request a refund within **48 hours** of the charge

We will refund the higher plan charge and restore your previous plan

This applies only if the higher plan was not actively used (no AI conversations generated under the new plan tier)

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4. When We Will NOT Refund

We do not offer refunds in the following situations:

| Situation | Reason |

|-----------|--------|

| You forgot to cancel before renewal | Auto-renewal terms are shown at signup and in renewal reminder emails |

| You changed your mind after the billing period started | The Service was available and accessible |

| You did not use the Service during the billing period | Non-use does not entitle you to a refund |

| Refund request submitted after 30 days | Outside our refund window |

| Account terminated due to Terms violation | No refund on termination for breach |

| Free trial — no charge was made | Nothing to refund |

| Partially-used monthly plans | Monthly plans are non-refundable after the first 48 hours |

| Dissatisfaction with AI responses | AI limitations are disclosed; use the free trial to evaluate |

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5. How to Request a Refund

1. Email support@insuranceguru.in

2. Subject line: "Refund Request — [your registered email] — [reason]"

3. Include:

- Your registered email address or phone number

- The amount charged and date of charge

- Razorpay payment ID (found in your billing confirmation email)

- Reason for the request (which category above applies)

We will acknowledge your request within 2 business days and resolve it within 7 business days.

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6. Refund Method

Refunds are credited to the original payment method:

**Credit/Debit Card:** 5–10 business days (depends on your bank)

**UPI:** 1–3 business days

**Net Banking:** 3–7 business days

**Wallets:** 1–3 business days

We will email you a confirmation when the refund is initiated. Processing time is determined by your bank/payment provider, not by us.

We do not issue refunds via cash, cheque, bank transfer to a different account, or cryptocurrency.

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7. Subscription Cancellation

Cancellation is separate from a refund:

You can cancel your subscription at any time from **Settings → Billing → Cancel Plan**

Cancellation takes effect at the end of the current billing period (monthly or annual)

You retain access to paid features until the period ends — we do not pro-rate partial months unless the SLA exception applies

After cancellation, your account reverts to the Free Tier; your data is retained for 12 months

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8. GST and Tax

All subscription prices displayed are inclusive of applicable GST (18%). If a refund is issued, the GST component is also refunded. We cannot issue GST credit notes for partial refunds — please contact us at billing@insuranceguru.in if you need documentation for accounting purposes.

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9. Enterprise and Business Plans

For Business plan subscribers with custom pricing or SLAs, refund terms may differ as specified in your contract or Order Form. The terms of your signed agreement take precedence over this general policy. Contact your account manager for assistance.

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10. Disputes

If you disagree with our decision on a refund request:

1. Escalate by emailing grievance@insuranceguru.in — a senior team member will review within 5 business days

2. If still unresolved, you may approach the appropriate Consumer Forum under the Consumer Protection Act, 2019

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11. Contact

Billing Support

Email: support@insuranceguru.in

Subject: "Refund Request"

Business hours: Monday–Friday, 10 AM–6 PM IST

Grievance Officer

Email: grievance@insuranceguru.in (for escalations)

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This Refund Policy is subject to change. Material changes will be communicated at least 30 days in advance. This policy is governed by Indian law.

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