Refund and cancellation policy

1.Who this covers

This policy covers every paid Acentics plan (Starter, Growth and Enterprise, monthly or yearly) bought by anyone, in any country and in any currency. The Free plan costs nothing and we never take a payment for it, so there's nothing to refund. This policy sits alongside our Terms of Service.

2.Refunds on a new plan

When you pay for a new plan, you can ask for a full refund, taxes included, without giving a reason:

• Monthly plans: within 7 days of your payment being confirmed.
• Yearly plans: within 14 days of your payment being confirmed.

The window runs from the time on your payment confirmation to the time your email reaches us. A plan is new when your workspace hasn't paid for it before, or when you move to a different plan or billing cycle.

When the refund is issued, your workspace moves to the Free plan. Nothing is deleted: your sites, crawls and fixes stay, within the Free plan's limits.

The refund window is there so anyone can try a paid plan without risk. If the same person or business uses it again and again, we may handle later requests as described under Requests outside the window instead.

3.Renewals

Plans never renew by themselves. A renewal is a payment you make to continue a plan your workspace already has or had, on the same plan and billing cycle. We email you a week before a plan ends and again the day before, so a renewal is always your choice.

Because you've already had the chance to try the plan, renewal payments are generally not refundable. The exceptions are charges made in error, which are always refunded, and the problems listed under Requests outside the window, which we review the same way.

4.Requests outside the window

Outside the refund window, and for renewals, a refund isn't automatic, but every request is read and looked into properly by a person. We check your billing history, what your workspace used during the plan, our own records of outages and errors, and anything you've already told our support team. We may ask you for details or screenshots.

We refund when the problem was ours, for example when:

• a paid feature didn't work as described, and we couldn't fix it within a reasonable time after you told us;
• an outage or failure on our side stopped you using a paid feature for a long stretch of your plan;
• a limit your plan promised (sites, users, pages per crawl, fixes per run) wasn't available to you;
• you were charged a different price from the one shown at checkout, or for a plan you didn't choose.

Depending on what happened, we refund the full amount or the unused part of your plan. For the unused part, we count whole days left on a monthly plan and whole months left on a yearly plan.

We usually can't refund when:

• you used the plan and no longer need it;
• the problem came from something outside Acentics, such as your hosting, CDN or website code, Google Search Console, Bing, or an AI provider's API key, limits or outage;
• the workspace was suspended for breaking our Terms of Service.

We acknowledge every request within 48 hours and give you our decision within 10 business days. If we decline, we tell you why, and you can reply with anything we missed. You can also escalate to our Grievance Officer (see Contact).

5.Charges made in error

If you were charged twice for the same plan, charged a wrong amount, or charged for a payment that showed as failed, tell us whenever you notice and we refund the extra charge in full. There's no time limit. The same applies to a payment that reaches us after the workspace it was for was deleted.

6.Enterprise and custom agreements

If your business has a signed agreement with us, for example a custom Enterprise deal, invoice billing or custom work, the refund terms in that agreement apply. Where it says nothing about refunds, this policy applies. The Enterprise plan bought at checkout, without a signed agreement, follows this policy like every other plan.

7.How to ask for a refund

Email sales@acentics.com from the address you sign in with, and include:

• your workspace name;
• the invoice number or order ID (both are listed in Settings, under Billing);
• outside the refund window, or for a renewal, what went wrong. The more detail, the faster we can check it.

If you want a refund, ask before you delete your workspace, so we can match your payment to it quickly.

8.How the money comes back

Refunds go back to the card, UPI account, bank account or wallet you paid with, through Razorpay, in the currency you paid in. We start an approved refund within 2 business days. Your bank or card network usually takes 5 to 7 business days to show it, and international cards can take longer.

If your card is in a different currency from the one you paid in, your bank converts the refund at its own rate, so the amount you see may differ a little from what you were charged. Currency conversion and foreign-transaction fees are set by your bank, and we can't refund them.

Taxes such as GST are refunded along with the price. Where tax law needs one, we issue a credit note against your invoice.

9.Cancelling a plan

Plans are paid in advance for a month or a year, and never renew or charge by themselves. Before a plan ends, we remind you so you can renew if you want to.

The workspace owner or an admin can cancel from Settings, under Billing. Cancelling stops the reminders. Your plan stays active until the end of the period you paid for, then the workspace moves to the Free plan and nothing is deleted. You can undo a cancellation any time before the plan ends.

Cancelling doesn't refund the current period by itself. To get money back, ask as described above.

10.Chargebacks and disputes

Please email us before you raise a dispute with your bank: we can almost always sort it out faster. If you do raise one, we share our records of the payment and your plan with Razorpay and your bank so they can decide. Opening a dispute for a payment we've already refunded can lead to you being refunded twice, which we'd then need to recover.

11.Your rights under local law

This policy adds to the rights you have under the consumer law where you live, and never takes them away. If your country gives you a cooling-off period or another right to cancel a purchase of digital services, as the EU and the UK do for consumers, you keep that right, and we honour it on top of everything here.

12.Delivery

Acentics is software you use online, so nothing is shipped. Your plan is active as soon as Razorpay confirms your payment, usually within a minute, and the invoice appears in Settings. If a plan you paid for isn't active within an hour, email sales@acentics.com and we'll fix it or refund you.

13.Changes to this policy

If we change this policy, we update it here and change the date at the top. A payment is always handled under the policy that was in place when you made it, unless the newer one is better for you.

14.Contact

Acentics is run by M&J Astrexa Private Limited, Sripur, Asansol, Paschim Bardhaman, West Bengal 713373, India.

• General questions and privacy requests: support@acentics.com
• Billing and refunds: sales@acentics.com
• Phone: +91 80014 72811
• Grievance Officer: Suniti Roy Chowdhury, Head of Customer Relations, reachable at support@acentics.com. We acknowledge a complaint within 48 hours and resolve it within one month.