Refund Policy

Before you subscribe

The cheapest way to avoid a refund dispute is not to have one. Ask us to walk you through what a plan does and does not include before you pay, and especially before you commit to a custom development project. If what you need turns out to be something we do not do well, we would rather tell you at that point.

Subscription charges

Subscription charges are billed in advance for the period you choose. If you cancel, your access continues until the end of the period you have already paid for.

We do not automatically refund a period that has already begun and been used. If something went wrong on our side, talk to us — we will look at it honestly rather than pointing at this page.

How to cancel

Tell your point of contact, or email us, with your business name and the subscription you want to cancel. We will confirm the cancellation and tell you the date your access runs to. Cancelling stops the next renewal; you keep access for the period you have already paid for.

If you cancel and do not hear from us confirming it, contact us again. A cancellation you believe you made but we have no record of is worth resolving immediately, and we treat an unconfirmed cancellation in your favour.

If we got it wrong

If you were charged twice, charged after cancelling, or the platform was unavailable in a way that made it unusable for you, we will refund the affected amount. This does not depend on you finding the right wording in this policy.

Partial periods, upgrades and downgrades

If you upgrade mid-period, the change takes effect immediately and we charge the difference for the remainder of the period rather than restarting your billing cycle. If you downgrade, the change takes effect from your next renewal, so you keep what you have paid for until then.

We do not refund part of a period because you used less of the platform than you expected, or because you stopped using it part-way through.

One-time custom development

Custom development is quoted and agreed before work starts. Once development work has begun, that portion is not refundable, because the effort has already been spent on your requirements.

If a custom development project is cancelled before work starts, any amount paid towards it is refundable. If we stop being able to deliver the agreed scope, we will tell you and refund the portion we have not completed.

Third-party charges

Charges billed by other providers — WhatsApp/Meta messaging, payment gateways, SMS providers, AI providers, hosting services — are not refundable by us, because we never received that money. Refund requests for those must go to the provider concerned. We will help you work out who to ask and what to send them.

Chargebacks

Please talk to us before asking your bank to reverse a charge. A chargeback we have not been told about costs us money in fees and freezes funds, and it is far slower for you than simply asking us. If you do raise one, we will respond to it with the evidence we have, and we will not treat a good-faith dispute as a breach of these terms.

How to request a refund

Email us or talk to your point of contact with your business name, the invoice or payment reference, and what went wrong.

We aim to tell you our decision within five working days. Where a refund is approved, we process it within ten working days of that decision, and it is returned to the original payment method. How quickly it appears after that depends on your bank or card issuer, which is outside our control — tell us if it has not arrived within a reasonable period and we will chase it.

GST

Where a refund is approved, applicable GST treatment follows Indian tax rules and will be reflected on the credit note or revised invoice issued for the refund.

If you are not satisfied

If you think we have applied this policy unfairly, write to our grievance officer, [grievance officer name to be confirmed], at hello@melohello.com. We will look at it again rather than repeat the decision back to you.