Refund Policy

Merchant Subscriptions and Services

This Refund Policy applies to subscription and service fees paid by Merchants to Sparketernal Technologies Pvt Ltd ("ShopEG") for access to the ShopEG Platform. It does not apply to transactions between Merchants and their customers, as ShopEG does not collect or process consumer payments.

1. General Policy

All fees paid to ShopEG including subscription fees, POS integration charges, and any other service fees are non-refundable by default.

We believe our pricing is fair and transparent, and we offer a 30-day free trial so Merchants can evaluate the Platform before committing to a paid plan. We strongly encourage full use of the trial period before subscribing.

2. Free Trial

• The free trial period is 30 days from the date of sign-up.
• No payment is collected during the trial. No refund is applicable for the trial period.
• The trial may be extended at the sole discretion of ShopEG.

3. Exceptions — When a Refund May Be Considered

ShopEG may issue a partial or full refund in exceptional circumstances where ShopEG has failed to meet its service obligations. This includes situations such as:

• Prolonged Platform unavailability or downtime that significantly disrupts your operations, not caused by third-party infrastructure (for example: cloud provider outages) or factors outside our control.
• A critical feature that was explicitly committed to you in writing was not delivered.

Refunds under this clause are:

• Evaluated on a case-by-case basis at ShopEG's discretion.
• Limited to either a pro-rated amount for the specific period of disruption, or the most recent month's subscription fee, whichever ShopEG determines is appropriate.
• Not applicable where the issue was caused by the Merchant, their staff, third-party POS providers, payment gateways, ONDC infrastructure, or internet/device issues on the Merchant's end.

4. No Refunds In These Cases

Refunds will not be issued for:

• Change of mind or decision to stop using the Platform.
• Underutilisation of the Platform or its features.
• Dissatisfaction with features that were accurately described at the time of sign-up.
• Disruptions caused by third-party services (ONDC, POS providers, payment gateways, cloud infrastructure).
• Non-renewal or cancellation of subscription mid-cycle. Access continues until end of the paid billing period.
• Failure to cancel before an auto-renewal date.

5. Auto-Renewal and Cancellation

Subscriptions auto-renew monthly unless cancelled before the next billing date. It is the Merchant's responsibility to cancel in time if they do not wish to renew.

• To cancel, email support@shopeg.in before your next billing date.
• Fees charged after a missed cancellation request will not be refunded unless ShopEG determines otherwise at its discretion.

6. How to Request a Refund

If you believe you are eligible for a refund under Section 3, contact us at:

Email: support@shopeg.in
Subject Line: Refund Request – [Your Store Name]

Please include:

• Your registered business name and contact number.
• The billing period in question.
• A description of the issue and how it impacted your operations.
• Any supporting evidence (screenshots, error logs, communication records).

We will acknowledge your request within 48 hours and aim to resolve it within 14 business days.

7. Consumer Transactions

ShopEG is a technology platform only. We do not collect, hold, or process payments from consumers on behalf of Merchants. All consumer payments (Cash, UPI, Card, Pay Later, etc.) are handled directly between the consumer and the Merchant at the time of delivery.

Any disputes between Merchants and their customers regarding order fulfilment, product quality, or payments are outside the scope of this policy and are the sole responsibility of the Merchant to resolve.

8. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be communicated via email or in-Platform notification at least 14 days before they take effect. Continued use of the Platform after that date constitutes acceptance of the revised policy.

9. Contact Us

For any refund-related queries:

Sparketernal Technologies Pvt Ltd
Mahalakshmi Chambers, 29, MG Road,
Opp. Trinity Metro Station, Bangalore 560001
Email: support@shopeg.in