Cancellation & Refund Policy
Official Policy & Legal Statement
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Effective Date: 1st September 2026 | Last Updated: 1st September 2026
This Cancellation & Refund Policy is established in compliance with:
- Consumer Protection Act, 2019
- Consumer Protection (E-Commerce) Rules, 2020
- Reserve Bank of India (RBI) Circular on Failed/Disputed Transactions
- Indian Contract Act, 1872
We understand that business needs change. This policy is designed to be fair, transparent, and compliant with Indian consumer protection standards.
1. Cancellation of Subscription
Tenants may cancel their monthly subscription at any time from the Billing & Credits dashboard by contacting our support team:
- Cancellation takes effect at the end of the current paid billing cycle. Access to the Platform continues until that date.
- No partial refunds are issued for the unused portion of a monthly billing cycle once the subscription period has commenced.
- Upon cancellation, Tenant data is retained for 90 days to allow data export. After this period, data will be permanently deleted.
To cancel, email expo.support@welleservices.com with your registered email address and reason for cancellation. We will confirm cancellation within 24 hours.
2. Refund Eligibility
| Scenario | Refund Eligibility | Timeline |
|---|
| Payment debited but wallet not credited (technical failure / gateway drop) |
Full Refund or Wallet Credit |
5–7 business days from verified claim |
| Duplicate payment charged due to system error |
Full Refund of Duplicate Amount |
5–7 business days from verified claim |
| Service not accessible for 72+ consecutive hours due to platform outage (documented SLA breach) |
Pro-rated Credit Adjustment |
Applied within 7 business days |
| Subscription cancellation mid-cycle |
Not Eligible — No partial refunds |
Access continues until cycle end |
| Lead Credit Top-Up — partially consumed |
Not Eligible — Credits are non-refundable once activated |
N/A |
| Promotional / Coupon discount plan payments |
Not Eligible — All promotional transactions are final |
N/A |
| Account terminated for Acceptable Use Policy violation |
Not Eligible |
N/A |
3. How to Request a Refund
To initiate a valid refund claim:
- Email billing@welleservices.com with subject line: "Refund Request – [Your Registered Email]"
- Include: Razorpay Order ID or Payment ID, transaction amount, date of transaction, and a brief description of the issue.
- Our billing team will acknowledge the request within 48 hours and investigate within 5 business days.
- If the claim is validated, a refund will be initiated to the original payment source.
4. Refund Processing Timeline
- UPI Payments: 2–5 business days
- Debit Card / Net Banking: 5–7 business days
- Credit Card: 5–10 business days (depending on card-issuing bank)
- Digital Wallet: 2–3 business days
Timelines are from the date of refund initiation by welleservices, subject to the respective bank's or payment provider's processing cycles.
5. Chargebacks & Dispute Resolution
In accordance with RBI guidelines on failed transactions and dispute resolution:
- Tenants are required to first raise a dispute with Expo Lead CRM support before initiating a chargeback with their bank or card issuer.
- We will provide full cooperation and transaction documentation for any dispute raised with Razorpay or the acquiring bank.
- Filing a fraudulent chargeback against a legitimate transaction constitutes fraud under the Indian Penal Code, 1860 (Sections 420, 463, 468) and may result in legal action.
6. Consumer Complaint Escalation
If your refund dispute remains unresolved within 15 days, you may escalate to:
- National Consumer Helpline: 1800-11-4000 (Toll-Free) or consumerhelpline.gov.in
- Consumer Disputes Redressal Commission: As per Consumer Protection Act, 2019
- RBI Ombudsman (for payment issues): cms.rbi.org.in
7. Contact
Email: billing@welleservices.com
Address: #30, First Floor, Near Villapuram Arch, Aruppukottai Main Road, Villapuram, Madurai, Tamil Nadu – 625012, India
Business Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST