Refunds and cancellations.

What you will be buying

A subscription to one of three plans, Starter (₹1,499 a month), Growth (₹4,999 a month) or Scale (₹14,999 a month), priced in Indian Rupees and billed in advance, monthly or yearly. It is one flat rate, not a percentage of your event and not a fee per event. On top of a plan you can buy:

• Recurring add-ons, such as extra team members or extra events a month, billed with your plan;
• SMS packs: prepaid credit, bought once, used one text at a time and never expiring. No plan includes SMS.

Everything is described on the pricing page. Where GST applies, it is added on top and shown separately on the invoice.

Stopping

• Nothing renews by itself. A plan runs to the end of the period you paid for, and we never charge you again without you paying at checkout. To stop, simply do not renew. No email, no phone call, no retention conversation.
• You keep full access until the end of the period you paid for.
• Nothing is deleted when a plan ends. Write to us and we will send you a copy of your data.
• If you want money back for an annual plan you are stopping, see below for what happens to the remainder.

Changing plan or add-ons

• A change is a new payment. When you pay for a different plan, or a different set of add-ons, it applies as soon as the payment goes through, and the period you paid for is added to the end of the time you already have. Nothing is worked out pro rata, and nothing is refunded for the time already paid.
• So the time to move down is when your current period is about to end: the lower plan then starts when you need it to.
• If a smaller plan puts you over its limits, nothing is deleted to make it fit: you cannot add more until you are back within them.

Refunds

We refund in these cases:

• Duplicate or incorrect charge. Refunded in full, always. Tell us and we will fix it without argument.
• The service was unusable for a sustained period because of a fault on our side. We refund that period pro rata.
• First month, monthly plans. If BehindScape is not what you expected, tell us within seven days of your first charge and we will refund that month in full.
• Annual plans. Cancel within thirty days of the annual charge for a full refund. After thirty days we refund the unused whole months remaining.

We do not normally refund:

• SMS packs once any part of them has been used, because those messages have already been paid for with the carrier. An unused pack is refunded in full within thirty days of purchase;
• the emails included in a plan each month, which are part of the plan price and not sold separately;
• part-used months on a monthly plan after the first, since you keep access to the end of the period;
• months where the account was live and working but simply went unused.

That said, if your situation is genuinely unfair and does not fit the list, write to us. We would rather settle it than win it.

How long a refund takes

We approve or decline within three working days of your request and tell you which. Approved refunds are sent back to the original payment method within seven working days from our side. How quickly it appears after that is up to your bank or card issuer, and is usually another five to ten working days.

Refunds always go back to the method you paid with. We cannot redirect a refund to a different account.

Free trials and the first fifty

The first fifty companies get three months free. A free period costs nothing, so there is nothing to refund; if you stop during it you are simply not charged. After it ends you are only billed if you choose to continue. SMS packs bought during a free period are paid for, and follow the rules above.

Price changes

Each payment is at the price shown when you pay it, and covers the period you chose. If we change a price, we tell you before it applies. Because nothing renews by itself, you always see the new price before you pay it, and can choose not to.

How to ask

Email [email protected] from the address on the account, with the invoice number or the date of the charge. A founder reads it. See the contact page for other ways to reach us.