Subscription, Cancellation and Refund Policy

This policy covers what merchants pay Mercayo for plans and add-ons. It is part of the Mercayo Merchant Terms of Service. It does not cover what shoppers pay merchants: each store's own policies cover that.

1. Plans

1.1 Mercayo offers the plans shown at mercayo.com/pricing and in your admin (Settings → Billing). Each plan states:

• its price, monthly and yearly;
• what it includes (for example, the number of staff, products or orders, and the message credits included);
• any per-order or transaction fee IF ANY; owner to decide;
• whether it includes a service level (uptime commitment and credits).

1.2 Prices are in Indian rupees and are exclusive / inclusive of GST. GST is currently 18% on our services.

2. Free trial

2.1 A new store gets a free trial of 14 days, once per merchant and per business / GSTIN.

2.2 During the trial, you can set up your store, but it stays behind its password page, so shoppers cannot buy. Exception, if any: test orders.

2.3 **If no mandate is needed to start the trial:** When the trial ends, nothing is charged. Your store stays private until you choose a plan. We keep your work for PERIOD, e.g. 60 days after the trial ends, then delete it after warning you at least 7 days before.

2.4 **If a mandate is needed to start the trial:** We will remind you at least 3 days before the trial ends, and send the pre-debit notice in section 4.3. If you do not cancel before the trial ends, your first billing period starts and you are charged.

3. Billing periods and auto-renewal

3.1 Plans are billed in advance for a billing period: monthly or yearly.

3.2 Your plan renews automatically at the end of each billing period, for the same period and at the then-current price, until you cancel. You are told this clearly before you subscribe, and you agree to it by an explicit action, not a pre-ticked box.

3.3 Usage charges (for example, messages beyond your included credits, or add-ons bought during the period) are billed at the end of the period / when bought / from a prepaid credit balance. Prices are shown before you use or buy them.

4. How we charge you

4.1 Recurring charges are collected through Razorpay Subscriptions, by an e-mandate you set up: on a card, by UPI AutoPay, or by another method Razorpay offers. Your mandate is between you, your bank or card issuer, and Razorpay. We do not see or store your full card number, CVV or UPI PIN.

4.2 The Reserve Bank of India's e-mandate framework for recurring payments applies:

• you register the mandate with additional factor authentication;
• a charge above the limit the framework sets for automatic debits (currently ₹15,000 per transaction for most categories; VERIFY) needs your authentication each time;
• you can see, change or withdraw the mandate in your bank's or UPI app's mandate settings, as well as from your Mercayo admin.

4.3 Pre-debit notice. At least 24 hours before each recurring charge, you receive a notice (from your bank or issuer, and also from us) with the amount, the date, and how to cancel.

4.4 Invoices. We issue a GST tax invoice for every charge, available in your admin and sent by email. Add your GSTIN and legal name in billing settings before a charge to get a B2B invoice for input tax credit. We cannot re-issue an invoice with a new GSTIN for a past period, except as GST law allows (for example, by a credit note and a new invoice in the same financial year).

5. Upgrades, downgrades and changes

5.1 Upgrade: takes effect at once. You pay the difference for the rest of the current period, pro rata, and the new price from the next period.

5.2 Downgrade: takes effect at the start of the next period. If your store uses more than the lower plan allows (for example, more staff), you must reduce your use before the downgrade, or the features above the lower plan's limits stop working.

5.3 Monthly to yearly: takes effect at once, with the unused part of the month credited.

5.4 Price changes: we give at least 30 days' notice of a price increase. It applies from your next renewal after the notice. You may cancel before it applies. For yearly plans, the price stays fixed until the year ends.

6. Failed payments

6.1 If a charge fails, we tell you by email and in your admin, and retry up to 3 times over 7 days. You can update your payment method at any time.

6.2 Your store goes through these stages:

1. Past due. The store works normally for a grace period of 7 days from the due date.
2. Suspended. After the grace period, shoppers see a "temporarily closed" page, and no new orders can be placed. Your admin works read-only, so you can see, export and fulfil the orders you already have. Your data is kept.
3. Closed. After 90 days of suspension, the store is closed, and the export-and-delete timeline in the Merchant Terms (section 14) begins. We warn you at least 7 days before.

6.3 Paying the amount due at any time before closure restores the store at once.

7. Cancelling

7.1 How: the store owner cancels from Settings → Plan → CANCEL PLAN. It takes the same number of steps as subscribing. You do not need to call or email us. We confirm the cancellation by email at once. Cancelling also cancels your Razorpay mandate for Mercayo.

7.2 When it takes effect: at the end of the billing period you have paid for. Until then your store keeps working. You may undo the cancellation before the period ends.

7.3 After the period ends: your store goes behind its password page. You can export your data for 30 days, after which the store and its data are deleted, as section 14 of the Merchant Terms describes. If you choose a plan within those 30 days, the store reopens as it was.

7.4 Closing the store (rather than only cancelling the plan) starts the same export-and-delete timeline at once.

8. Refunds

8.1 General rule. Fees are for a period of access to the Service. Except as listed below, they are not refunded for partial periods, unused features, unused message credits, or a period in which you did not use the Service.

8.2 We will refund:

8.3 No refund is due where we suspend or terminate the Service because you breached the Terms or the AUP, or for fees owed to third parties (for example, Razorpay's own fees, courier charges, or a domain bought through a registrar).

8.4 How refunds are paid: to the original payment method, through Razorpay, within 7 working days of our approval. Your bank may take a few more days to show it. We also issue a GST credit note for each refund.

8.5 Disputes. If you think a charge is wrong, tell us first at billing@mercayo.com. We will reply within 5 working days. A chargeback raised without contacting us may lead to suspension while it is investigated.

9. Taxes

9.1 GST is charged at the rate in force on the date of the invoice. SAC code: to be confirmed by the chartered accountant, e.g. 9983 / 9973.

9.2 If you deduct tax at source (TDS) from our fees, you must:

• deduct at the correct rate;
• deposit it on time;
• give us the TDS certificate within the time the Income-tax law requires.

Otherwise, the deducted amount remains payable.

10. Contact

Billing questions: billing@mercayo.com. Complaints: our Grievance Officer, GRIEVANCE OFFICER NAME, grievance@mercayo.com, GRIEVANCE PHONE.