Effective date: [PLACEHOLDER — the day the new Soul website goes live — supply this date on go-live]
Refund and Cancellation Policy
1. Who this policy is from
Soul is operated by RBSS Ventures, whose registered principal place of business is 3rd Floor, Flat 3B, Gokhale Court, Bhowanipore, Kolkata, West Bengal 700020, India, GSTIN 19ABMFR6144D1ZZ. Payments are collected through Cashfree. This policy applies to every paid subscription to Soul.
2. What your payment buys
When you pay for a plan, your payment buys a set amount of usage. Your account shows how much of that usage remains at any time.
3. When you may request a refund
You may request a refund within fourteen days of your first payment on an account. This applies to the first payment only. Later payments and renewals are not refundable.
4. What a refund covers
A refund covers the unused portion of your usage at published rates. It does not cover usage you have already consumed. If you have used all of your usage before you request a refund, no amount is refundable, even if you request within fourteen days.
5. What happens when you submit a request
From the moment you submit a refund request, usage on your account is suspended and no further chargeable services are available. This fixes the unused balance so it can be calculated fairly.
6. How usage is measured
Usage is measured by the usage record in your account. That record is the agreed measure of usage between you and us, and refund amounts are calculated from it. If you believe the record contains an error, write to support@propelusai.com within seven days and we will investigate. Nothing in this clause affects your rights under applicable consumer law.
7. What is deducted
Payment processing charges applied to your original payment are not returned and are deducted from the refund amount. A refund is never less than zero.
8. How to request a refund
To request a refund, use the refund option in your account or write to support@propelusai.com from the email address on the account.
9. When you receive the money
Approved refunds are processed within fourteen working days of the request date.
10. Cancelling your subscription
You may cancel your subscription at any time. Cancellation stops future charges. It does not create a refund, and access continues until the end of the period you have paid for.
11. If you are not satisfied with the outcome
You may escalate to our Grievance Officer, whose name, postal address and telephone number are published on our contact page, as required by the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020.