Refund and cancellation

Scope and order of documents

This Policy applies to fees paid for CeramicPortal subscriptions and related services. A signed quotation, Order or statement of work may contain Customer-specific cancellation, milestone or refund terms. That document controls for its stated scope if it expressly differs from this Policy.

CeramicPortal is primarily supplied for business use. Nothing in this Policy limits a refund, repair, re-performance or other remedy that applicable law requires and does not allow the parties to exclude.

How billing and renewal work

Standard monthly and annual plans are prepaid. Annual plans are charged as one prepaid annual payment. Prices are in Indian rupees, with the approved GST treatment stated explicitly in the current catalogue or Order. No tax treatment is assumed for unpublished offers.

Renewal is manual. Automatic recurring billing is not enabled. If a Customer does not complete renewal, the subscription reaches the end of its paid term without a new recurring charge.

There are no automatic paid overages. A new entry that would exceed an included plan limit may be blocked until usage is reduced or an assisted plan change is completed.

How to cancel continuation

Use the authenticated administrative or support workflow, or contact the verified support address from an authorised account contact. Include the organisation name, account contact and subscription or invoice reference. Do not send card details, passwords or OTPs.

Because there is no automatic recurring renewal, cancellation ordinarily records that the Customer does not intend to start another term. It does not erase the Customer's data or immediately close access unless the Customer asks for earlier closure and that request can be safely completed.

What happens after cancellation

• The current prepaid term normally remains available until its recorded end date, subject to the Terms of Service and account status.
• The Customer should export records it needs before the term ends and review any read-only or retrieval notice shown in the account.
• Retailer and team access follows the Customer account status and may stop when the service term and any applicable retrieval period end.
• Cancellation does not automatically erase legally required billing, tax, security or dispute records. Personal-data requests are handled under the Privacy Policy.

When a refund or correction may apply

We will review a request on its facts, the Order, service records, payment evidence and applicable law. A refund, reversal, credit note, re-performance, correction or extension may be appropriate in the circumstances below.

When a prepaid fee is normally not refundable

Subject to the Order and non-waivable law, a refund is normally not due merely because the Customer stops using the service, changes its mind after activation, uses fewer included resources, fails to configure the account, or asks to end access before the prepaid term finishes.

Completed onboarding, migration, training, branding, app-publishing, customisation or other one-time work is normally not refundable once the agreed work has been performed or committed to third parties. If only part was performed, the Order and evidence of work determine the appropriate treatment.

Trials, plan changes and limits

A no-card trial does not create a subscription charge. If the Customer chooses a paid plan, the displayed or quoted paid term begins through the applicable purchase flow.

Mid-term self-service upgrades are not enabled while proration is under review. An assisted upgrade must state the new plan, timing and amount before payment. A downgrade or reduction normally applies from the next term unless a written Order says otherwise.

How to request a refund or correction

We will acknowledge and assess a complete request within a reasonable period based on its complexity. This draft does not publish an unverified fixed turnaround promise. We will communicate the decision and any information reasonably needed to complete an approved remedy.

• Write from an authorised account contact and use “Billing review” in the subject.
• Provide the organisation name, invoice or provider reference, payment date and amount, and a concise description of what went wrong.
• Attach only relevant evidence. Mask card numbers and never send a CVV, password or OTP.
• Allow us to verify account authority, payment settlement, service activation, use, support history and the applicable Order.

How an approved refund is paid

An approved refund is ordinarily sent to the original payment method or through another lawful method agreed after account verification. The payment provider or bank controls the time between our completed instruction and appearance of funds in the recipient account.

Where required, we will issue or record an appropriate credit note and GST adjustment. The refundable amount may reflect the verified unused or affected service, applicable tax treatment, a written Order and amounts already refunded. We do not deduct an undisclosed cancellation fee.

Payment disputes and chargebacks

Contact us first where practical so we can investigate. A chargeback or payment dispute does not remove the obligation to pay a valid undisputed amount. We may provide the payment provider with the Order, invoice, activation and service records needed to answer a dispute, subject to privacy and applicable law.

Changes to this Policy

A change will not retroactively reduce a refund right already fixed by a completed Order or applicable law. The page will show the updated date, and a material change for a future term will be presented through an appropriate notice or renewal flow.

Billing and cancellation contact

Use the verified details below for a billing review, cancellation record or refund request. A named legal owner, commercial approver and final service timings remain pending; this page must not be treated as approved until those human decisions are recorded.