Refund Policy

Part A: General

Applies to: All BizSensei Digital properties

1. Who this policy is made by and who it covers

This policy is issued by BizSensei Digital. In this document, the words we, us and our refer to BizSensei Digital. The words you and your refer to the person or business that bought a product, subscribed to a service, placed an order, or paid a fee through one of our properties. The word customer is used in the same sense, and in the marketplace sections it also includes a person who placed a food order through BizSensei OMS. The word buyer is used mainly for store purchases and means the person or business named on the order. This policy applies to every website, portal, application and service operated by BizSensei Digital that links to it or incorporates it, including bizsensei.co.in, bizsensei.store, our agency service engagements, blog.bizsensei.co.in, the BizSensei OMS portal, applications and marketplace, and qiaomed.space.

If you bought through one property but your payment was processed through another, for example where a product page is shown on bizsensei.co.in and checkout is completed on bizsensei.store, the regime that applies is the regime for the kind of thing you bought, not merely the regime for the page where you first saw it. The property specific parts of this policy explain, for each property, what is and is not sold there, so that you can identify the correct regime without guesswork. If you are unsure which regime applies to a payment you made, write to us with your order number and we will identify the regime and explain the applicable rules in our reply.

2. Definitions used throughout this policy

Clear definitions matter in a refund policy because most disagreements about refunds are really disagreements about what a word means. The definitions in this clause apply throughout this document unless a part gives a narrower local definition for its own subject matter. Where a definition in a later part and a definition here differ for that part's subject matter, the later and more specific definition applies within that part only.

• Digital product means a product delivered electronically without physical shipment, including a WordPress plugin, a downloadable file, a licence key, an activation right, and any accompanying electronic documentation or update entitlement sold with it.
• Licence key means the unique code or credential issued to a buyer that activates or validates a digital product for an authorised use, usually for a stated number of domains, sites or installations.
• Subscription means a recurring arrangement under which access to software or a service continues for successive periods, such as a month or a year, in return for fees payable for each period or prepaid for several periods.
• Billing period means the period covered by a single subscription charge, as shown at checkout or in the subscription record, whether that period is monthly, half yearly, annual or another period offered at the time of purchase.
• Agency services means marketing, development, design, consulting, strategy, content, retention, search optimisation and related professional services provided by BizSensei Digital under a proposal, statement of work or engagement letter.
• Signed proposal means a proposal, quotation or engagement document that has been accepted in writing, including acceptance recorded by email or by an electronic acceptance flow, and that describes the scope, deliverables, fees and payment schedule for agency services.
• Order number means the reference identifier assigned to a purchase, subscription payment or marketplace order, as shown in a confirmation email, an invoice, an account page or an order history.
• Original payment method means the card, bank account, unified payments interface instrument, wallet or other payment instrument from which the original payment was made, as identified by the payment gateway.
• Payment gateway means the third party payment processor that collected the payment on our behalf, including Razorpay where it is the processor for a given transaction.
• Business day means a day other than a Saturday, a Sunday or a public holiday in India on which banks in Mumbai are ordinarily open for business.
• Promotional credit means value issued by us without a cash payment by you, including coupon value, promotional balance, goodwill credit and bonus credit, whether or not it was applied to reduce a price at checkout.
• Marketplace order means an order for food or related items placed by a customer with a restaurant or seller through the ordering features of BizSensei OMS.

3. The three regimes and why they differ

The store regime for digital products is built around a short inspection and fault window. Because a digital product can be copied and retained after delivery, an open ended right to change your mind would not be workable, but a genuine fault that our support team cannot fix is a proper ground for a refund, and Part C states that rule in full. The subscription regime for BizSensei OMS is built around periods of access. Access that has already been provided and used for a period cannot be returned, so the subscription rules focus on cancellation for future periods, on pro rata treatment where we discontinue a product or plan, and on the upgrade and downgrade rules in Part F. The agency regime is built around stages of work. Professional work consumes time that cannot be recovered once spent, so the agency rules in Part D follow the signed proposal, refund advances for work not yet started, and treat each delivered stage as billed as agreed.

Keeping the three regimes separate protects customers as well as us. Without separation, a rule written for food orders could be misread as applying to a plugin, or a rule written for a retainer could be misread as applying to a subscription. When you read this policy, first identify what you bought, then read the part for that kind of purchase, and use Part A for the common process, payment rail, tax, chargeback and escalation rules that sit behind all three regimes. If a situation genuinely falls between regimes, for example where a store purchase bundles a digital product with an onboarding service, each element is treated under its own regime and any refund is calculated element by element, so that a fault in one element does not automatically cancel an unrelated element that was delivered correctly and has been used.

4. Governing principles for every refund decision

Every refund request is decided on its own facts, in good faith, and by reference to this policy, the documents given at purchase, and applicable law. We do not decide requests by a blanket practice of refusal, and we do not ask customers to repeat information we already hold without a reason. If a request turns on a technical fault, we will look at the fault first and the calendar second, because a customer who reported a fault promptly and then spent time helping us test fixes should not lose rights merely because troubleshooting took time. If a request turns on a service stage, we will look at what was actually delivered and accepted, because stage records are the fairest evidence of what has been earned and what has not yet begun.

We also apply the principle that a refund should, so far as the payment system allows, put the parties back in the position contemplated by the applicable regime, no more and no less. That means a refund is measured by the amount paid for the affected item or the unused period, less any component that this policy, the checkout terms or the signed proposal identifies as non refundable, and it does not extend to unrelated purchases, to losses claimed from third parties, or to amounts that were never paid to us in the first place. Amounts that were paid by you directly to a third party, such as advertising spend paid to an advertising platform or a domain registration fee paid to a registrar, were never received by us and therefore cannot be refunded by us, although we will help you identify the correct party and the records you need to approach that party.

5. Statutory rights saver and priority of law

Nothing in this policy excludes, restricts or modifies any right or remedy conferred by the Consumer Protection Act, 2019, or any other law of India that cannot lawfully be excluded, restricted or modified. Nothing in this policy is intended to be, and nothing in this policy will be read as, an unfair trade practice, a misleading representation, or a term that defeats the purpose of consumer protection law. If any clause of this policy is found by a competent authority to be inconsistent with a statutory right in a particular case, that clause will be applied, in that case, only to the extent that it is consistent with that right, and the remainder of the policy continues to apply.

Exclusions and limitations in this policy never cover fraud or wilful misconduct by BizSensei Digital. If we have made an error, for example by charging twice for the same item, by charging after a confirmed cancellation, or by failing to deliver a paid product at all, we will correct the error by refund or by delivery, as the circumstances require, regardless of any window or exclusion that might otherwise be cited. Time limits in this policy are eligibility rules for voluntary refunds under the policy itself; they are not represented as limits on the period within which a consumer may approach a Consumer Commission or another competent forum, and they will not be used to mislead a customer about those separate rights.

6. How to request a refund

To request a refund, send an email to info@bizsensei.co.in with your order number and the reason for your request. That single requirement applies across the store, subscriptions and agency billing queries, because the order number lets us locate the payment, the product or plan, the licence or account connected to it, and the documents that were issued at the time of purchase. If you do not have the order number, include the email address used at purchase, the approximate date of payment, the name of the product, plan or service, and any invoice number or transaction reference you hold, and we will search our records on that basis. A request made through a social media message, a chat comment or a phone call alone may not create a reliable record, so if you raise a refund first through another channel we will ask you to confirm it by email so that both sides have the same written record.

Your reason does not need to be written in legal language and it does not need to cite a clause of this policy. A plain description of what went wrong, what you expected, and what outcome you are seeking is enough for us to open a review. If the request concerns a fault, describe the fault, the environment in which it appears, and the steps you have already tried. If the request concerns a service, identify the proposal and the stage or deliverable concerned. If the request concerns a food order, identify the order, the restaurant, the items affected and the problem with those items. The more precise the first email is, the fewer follow up questions we need to ask and the sooner a decision can be reached.

7. Response and processing timelines that apply everywhere

We respond to a refund request within 2 business days of receiving it. A response in this sense means a substantive acknowledgement that identifies the request, confirms the order we have matched it to, and either gives a decision, asks for the specific additional information or access needed to decide, or explains the troubleshooting or verification step that will be taken next and when. An automated delivery receipt is not counted as our response. If we need information from you and you take time to provide it, the review pauses fairly for that interval, and we will say so rather than allowing silence to create confusion.

Approved refunds are processed within 7 to 10 business days to the original payment method. Processing in this sense means that we have initiated the refund with the payment gateway and the gateway has accepted the instruction. The time the amount then takes to appear in your account depends on the gateway, the issuing bank and the payment method, and that part of the timeline is outside our direct control. If a refund we have initiated has not appeared after the period indicated by the gateway or your bank for that method, write to us with the refund reference we provided and we will trace it with the gateway and share the status we receive. Timelines stated in business days do not run on Saturdays, Sundays or bank holidays, and a timeline that begins on the day an email is received begins on the next business day if the email arrives after ordinary business hours in India.

8. Evidence that helps a review move quickly

Evidence is not a barrier placed in front of a refund; it is the material that lets a reviewer distinguish a genuine fault or a missed delivery from a misunderstanding about how a product works. For a digital product fault, helpful evidence includes the exact error message or a screenshot of it, the version of the product, the version of the platform or content management system involved, the names of other extensions active at the same time where a conflict is suspected, and a short sequence of steps that reproduces the problem. For a subscription dispute, helpful evidence includes the subscription record, the cancellation confirmation if you have one, and the dates on which access was or was not available. For agency work, helpful evidence includes the proposal, the milestone communication, and any acceptance or change request recorded during the engagement.

If we ask for temporary access to a site or an account in order to reproduce a fault, we will explain why the access is needed, what we will look at, and how long we expect to need it. You are entitled to provide limited or supervised access, to use a staging copy instead of a live site, and to revoke access when the test is complete. Refusing all reasonable troubleshooting is treated differently from choosing a safer form of troubleshooting: a customer who offers a staging site, logs and a reproducible case has cooperated fully, while a customer who declines every form of inspection while asserting a fault that cannot be seen on any other installation leaves us with no fair basis to confirm the fault, and Part C explains how that position affects eligibility for a fault based refund.

9. Review steps, decisions and reasons

Our review follows a consistent sequence. First, we verify identity and authority, to ensure that the person requesting a refund for an account or a licence is the buyer or an authorised representative of the buyer. Second, we verify the payment, including whether it was captured, settled, already refunded in whole or in part, reversed by a bank, or subject to a chargeback. Third, we verify delivery and use, including licence activation, download records, subscription access periods, service deliverables, or food order status. Fourth, we apply the applicable regime and any document specific to the purchase, such as checkout terms or a signed proposal. Fifth, we record a decision with reasons and communicate it by email to the address that made the request and, where different, to the billing address on the order.

A decision may approve a refund in full, approve a partial refund, offer a credit or a replacement where the applicable regime allows it and you accept it, or decline the request. A partial approval is not a negotiation tactic; it reflects cases where only part of an order is affected, where part of a period has been used, or where a non refundable component forms part of the amount paid. Where we decline a request, we will identify the facts we relied on and the clause or purchase document that supports the outcome, and we will tell you what additional fact, if it exists, would change the assessment, or what escalation route is open to you. Keeping that record matters because it allows a second reviewer, a grievance review, a bank or a Consumer Commission to understand the decision without reconstructing it from fragments.

10. Refund methods and payment rails

Refunds are made to the original payment method through the payment gateway that processed the original payment. We do not refund in cash, we do not refund to a different person's account on request, and we do not substitute a bank transfer to unrelated details for a gateway refund where a gateway refund is available. This rule protects buyers against diversion of refunds and protects the audit trail that banks and tax records require. If the original payment method has been closed or has expired, tell us when the refund is approved; the gateway and the issuing bank ordinarily have a process for posting a credit to a renewed card or to the underlying account, and we will follow the gateway's instructions for that case and keep you informed of the reference and the expected route.

Different rails settle at different speeds. A credit to a card depends on the issuer's posting cycle, a unified payments interface refund depends on the participating banks, and a net banking refund depends on the originating bank. Weekends, holidays, bank system maintenance and gateway risk checks can add time. A delay at the bank stage does not mean that a refund was not initiated, which is why we provide or confirm the gateway refund reference when a refund is made. Conversely, a gateway status of processed does not guarantee the exact hour a credit will appear on a statement, and customers should check the statement description carefully, because some issuers post the credit under the original transaction reference rather than under our trading name.

11. Failed payments, incomplete payments and duplicate payments

A failed payment is a payment attempt that did not result in a captured and settled charge. Where an amount appears as a temporary hold after a failed attempt, the hold is placed by the issuing bank and is ordinarily released by the bank or reversed automatically by the gateway without any action by us, because no captured payment exists for us to refund. If a hold remains visible for longer than your bank advises for that method, send us the transaction reference, the date and the method used, without sending card numbers or passwords, and we will check the gateway record and confirm in writing whether any amount was captured by us. That confirmation is often what a bank needs in order to release a stale hold promptly.

A duplicate payment occurs where the same order or the same subscription period is paid for twice, for example where a first attempt appeared to fail and a second attempt was made, but both attempts were in fact captured. Duplicate captured payments for the same item and the same period are refunded for the duplicate entry, because no customer should pay twice for one delivery or one period of access. If a duplicate debit is not reversed automatically, write to info@bizsensei.co.in with both transaction references, the order number, the date of each debit and the statement entries showing both debits, with any unrelated statement details covered. We will reconcile the two references against the gateway settlement report, confirm which entry is the duplicate, and initiate the refund for that entry within the standard processing timeline. Do not raise a chargeback for a duplicate while a reconciliation you requested is actively in progress unless your bank advises you that a deadline requires it, and if you do raise one, tell us, so that the same amount is not refunded twice through two channels.

12. Payment reversals and chargebacks

A chargeback is a reversal initiated through a cardholder's bank or payment network. Raising a chargeback does not by itself rewrite the parties' obligations under this policy, a signed proposal or checkout terms, and it does not by itself establish that a refund was due. The bank's process examines the transaction, and we will present records to the bank, which may include the order, the invoice, delivery and download records, licence activation records, subscription access logs, service delivery communications, and the correspondence about the underlying request. Goods and services already consumed remain payable, and a reversal of payment for an item that was delivered and used does not retrospectively make that delivery free.

While a reversed payment is under examination, we may suspend the licence or account connected to that payment. Suspension in this context is a protective and reversible step: it prevents continued use of a product or a subscription whose payment is in dispute, it preserves the position while the bank decides, and it can be lifted when the dispute is resolved in a manner that restores payment or confirms that no payment is due from us. If a chargeback is finally resolved in your favour by your bank, we will treat the bank's outcome as the outcome for that payment and will not pursue the same amount again through the gateway. If a chargeback is resolved in our favour and payment is restored, any suspension imposed solely because of that reversal will be lifted and the remaining paid period or licence term will be honoured. Customers who contact us before contacting their bank usually reach a faster outcome, because we can often resolve a billing error, a duplicate or a fault refund directly without the longer timetable of a network dispute.

13. Tax invoices, GST and credit notes

Where a supply is subject to Goods and Services Tax and a tax invoice has been issued, a refund against that invoice is documented in accordance with the applicable tax law. In practice that means that a refund of consideration for a taxable supply is ordinarily recorded through a credit note linked to the original invoice, showing the adjustment to the taxable value and to the tax charged, so that the books of both parties and any tax returns based on them remain consistent. The commercial act of returning money through the gateway and the tax act of issuing a credit note are two parts of the same adjustment, and a short interval between them for accounting preparation does not mean that an approved refund has been withheld.

To allow correct documentation, the buyer must share correct GST details at the time of purchase where a GST invoice is required, including the legal name, the Goods and Services Tax Identification Number where applicable, and the place of supply information requested at checkout or on the engagement documents. If incorrect details supplied at purchase cause an invoice to be issued incorrectly, tell us promptly; correction is governed by tax law and by the filing position at the time the error is discovered, and some corrections that are possible before a return is filed may not be possible afterwards. Refund amounts are calculated on the amount actually paid for the affected supply; where a credit note affects input tax credit claimed by a business buyer, the buyer is responsible for reversing or adjusting that credit in its own records as the law requires, and we will provide the credit note details needed for that adjustment.

14. Coupons, discounts and promotional credits

Coupons and promotions reduce the amount paid; they do not increase the amount refundable beyond the amount paid. If a coupon reduced the price of an item and that item is later refunded, the refund is calculated on the discounted amount actually paid for that item, allocated across the order in the same manner as the discount was allocated at checkout. If an order contains several items and only one item is refunded, the discount is apportioned fairly by reference to the checkout allocation, so that a customer neither gains a windfall from returning the discounted element nor loses the benefit of a discount that properly belonged to an item that is being kept.

Promotional credits are different from cash paid by you. Where a refund relates to a purchase that was paid for wholly or partly with promotional credit, the credit element is ordinarily refunded as credit, not as cash, because no cash was paid for that element. Cash elements are refunded in cash to the original payment method, and credit elements are restored as credit with the validity and conditions that applied to them, unless applicable law requires a different treatment in a particular case. If a promotion has expired between purchase and refund, an expired promotional credit is not revived merely because the underlying purchase is refunded, unless the promotion terms stated that it would be, or the refund arises from our error or from a fault in the product, in which case we will restore equivalent credit or extend its validity fairly so that you are not deprived of the benefit by a problem that was ours. Goodwill credit issued to resolve a complaint is governed by the terms stated when it was issued; it has no cash value beyond those terms and it is not transferable.

15. Partial refunds and how they are calculated

A partial refund is appropriate where only part of what was paid for is affected. Typical cases include an order with several items where one item is faulty, a bundle where one element was not delivered, a subscription period part of which could not be used because of a platform failure on our side, a service invoice that covers several deliverables of which one was not provided, and a food order in which some items were correct and others were missing or unfit. The method is consistent even though the facts differ: identify the amount paid for the affected item, element or unused period; deduct any component that this policy, the checkout terms or the signed proposal identifies as non refundable and that was in fact incurred or delivered; and refund the balance through the original payment method or, for a credit element, as credit.

We do not invent percentages at the point of a complaint. Where a proportion is needed, it is derived from records: the price allocation in the order for an item based partial refund, the number of days used and unused for a period based adjustment where pro rata treatment applies, or the milestone values in a proposal for a service based adjustment. Where a product was sold as an indivisible bundle at a single price with no internal allocation, we will explain the allocation we adopt and the reason for it, for example by reference to the standalone prices shown at the time of sale or to the relative extent of the failure. If you disagree with an allocation, you may ask for the calculation to be reviewed, and the reviewer will check the arithmetic and the source figures rather than merely repeating the first answer.

16. Licence consequences of a refund and non transferability

For licensed digital products and subscription software, a refund and continued use cannot coexist. Where a refund is approved and paid for a licensed product, the licence key for that purchase is revoked and the right to use the product under that purchase ends. Where a refund is approved for a subscription period, access for the refunded period ends or is adjusted in accordance with the decision communicated to you. Before requesting a fault based refund for a plugin, you should therefore consider whether you prefer to continue troubleshooting, because a completed refund closes that licence rather than pausing it. If you later wish to use the product again, a new purchase at the then current terms will be required.

Licences issued by BizSensei Digital are not transferable and cannot be resold, assigned, sub licensed for value, or handed over to another person or business as a sale, unless a written term issued by us for that product expressly permits a transfer. A purported transfer does not create refund rights for the transferee, does not move the original buyer's rights to the transferee, and does not oblige us to support an installation we did not license to the person operating it. This rule exists because licence records, update entitlements and support obligations are tied to the buyer of record, and because a secondary market in keys would make fraud and chargeback abuse materially harder to control. Businesses that change their legal form, merge or restructure should write to us before the change takes effect so that we can advise whether a reissue or a record update is possible in that case; that administrative route is different from a market transfer and is handled on its own facts.

17. Foreign currency and cross border payments

Our prices and invoices are ordinarily denominated for payment from India, but a payment instrument issued outside India may be used where the gateway accepts it for a particular transaction. Where a payment was made in a foreign currency or was converted by the gateway or by the issuing bank at the time of payment, a refund is instructed for the amount and currency recorded by the gateway for the original transaction, and any conversion of that refund back into the currency of your account is performed by the gateway or your bank at the rate and with any spread or fee that those parties apply at the time of the refund. Exchange rates move between a purchase and a later refund, so the amount that finally appears in a foreign currency account may be more or less than the amount that appeared when the purchase was made, even though the refund is for the full refundable amount recorded for the transaction.

We do not add a separate deduction for currency movement and we do not guarantee a foreign currency outcome, because the conversion is not performed by us. If a cross border refund is returned to us by an intermediary or by the receiving bank, for example because account details linked to the original instrument have changed, we will notify you, obtain the gateway's instructions, and reinitiate the refund by the route the gateway directs. Keep the original instrument and account active where possible until a refund has fully settled, because closing an instrument during a refund is the most common cause of cross border delay.

18. Fraud, abuse and false claims

Refund rights depend on honest dealing, and abuse harms genuine customers by forcing tighter controls for everyone. Conduct that may lead us to decline a request, suspend an account, revoke a licence, or decline future sales includes submitting a false fault report, claiming non delivery for a product that records show was downloaded and activated, using a product throughout a project and then asserting that it never worked, presenting another person's order number or payment proof, alternating refund requests and chargebacks for the same transaction in order to obtain the amount twice, and using refunded software after its licence has been revoked. Where we suspect fraud, we will put the concern to the customer where it is fair to do so, we will rely on records rather than assumptions, and we will distinguish a mistaken claim, which is common and carries no penalty, from a dishonest claim, which does.

Account suspension for abuse is proportionate and is directed at the account, licence or ordering privilege connected with the abuse, rather than at unrelated rights. A suspension does not extinguish a statutory right, and it does not prevent a customer from approaching a Consumer Commission or from providing evidence to a bank. If a suspension was imposed on the basis of records that are later shown to be wrong, we will lift it and correct the account record. We may also share fraud related information with a payment gateway or a bank where that sharing is necessary for the investigation of the transaction concerned and is permitted by law and by the gateway's rules.

19. What a refund does not include

A refund under this policy is a return of amounts paid to us for the affected item, period or stage, calculated as this policy describes. It is not an undertaking to reimburse every cost or loss that a customer associates with a purchase. In particular, a refund does not ordinarily include fees paid to third parties, hosting or registrar charges, advertising spend consumed on third party platforms, the cost of a customer's own time, claimed loss of profit, or the cost of replacement arrangements made without our agreement, unless a court, a Consumer Commission or applicable law determines otherwise in a particular case, or we have expressly agreed in writing to bear a specific cost. This boundary is stated openly so that a customer deciding whether to buy, cancel or escalate understands the scope of the remedy this policy offers and can make that decision on accurate information.

Equally, the boundary is not a device for avoiding our own responsibility. Where a product was never delivered, where a duplicate was charged, where a subscription was charged after a confirmed cancellation, or where a service stage was billed but not performed, the amount paid for that undelivered element is refundable under the applicable regime and is not defeated by this clause. The distinction is between the price of the thing that failed, which is the subject of the refund, and separate surrounding costs, which are not automatically part of that refund.

20. Changes to this policy and the version that applies to you

We may update this policy from time to time, for example to reflect a new product, a change in a payment rail, or a change in law. The version that applies to a purchase is the version in force at the time that purchase was made, together with any purchase specific terms given at that time, unless a later version is more favourable to you for that purchase or the law requires the later version to be applied. Updating this policy does not retrospectively remove a refund right that had already accrued for a completed purchase. Each published version carries a version identifier and a last updated date on its first page, and material changes will be presented as a new version rather than by silent alteration of an existing version, so that a customer and a reviewer can identify the text that governed a given transaction.

21. Contact, grievance escalation and Consumer Commission rights

For any refund request, billing question or complaint, contact us first at info@bizsensei.co.in or at +91 93726 65745. Most billing errors, duplicates and product faults are resolved at this first stage, and contacting us first creates the record that any later forum will ask for in any event. If a first stage review does not resolve a complaint about an online purchase, you may escalate the matter as a grievance. In accordance with the Consumer Protection (E-Commerce) Rules, 2020, grievances are acknowledged within 48 hours and are to be resolved within one month of receipt. To escalate, write to the same email address, mark the subject as a grievance escalation, give the original request date and the order number, and state the outcome you are seeking; the escalation will be reviewed by reference to the full file, including the first decision and its reasons.

Escalation inside BizSensei Digital is an additional route, not a substitute for external rights. Your right to approach a Consumer Commission under the Consumer Protection Act, 2019, to use any online dispute resolution mechanism made available by a competent authority, or to seek any other remedy available under the laws of India, is unaffected by anything in this policy and is not conditional on completing our internal escalation first, although the records created by a first request will usually assist any forum. We will cooperate with the lawful processes of a Consumer Commission, a bank and a payment gateway, and we will not penalise a customer for exercising a statutory right in good faith.

Part B: BizSensei.co.in Showcase Website

Applies to: bizsensei.co.in

1. What bizsensei.co.in is and what it does not sell

bizsensei.co.in is the showcase and information website for BizSensei Digital. It presents our products, our services, our work and our free tools, and it directs visitors who wish to buy to the place where buying actually happens. bizsensei.co.in does not itself operate a checkout for paid products and does not itself take payment for plugins, subscriptions or services through its own pages. Purchases are completed on bizsensei.store, or, for agency services, under a signed proposal as described in Part D. Accordingly, there is ordinarily nothing bought on bizsensei.co.in itself for which a refund could be claimed on this part alone, and the correct route for a purchase refund is the part that governs what was bought: Part C for store products, Part F for BizSensei OMS subscriptions and billing, and Part D for agency services.

This distinction prevents a common source of confusion. A visitor may first read about a plugin on bizsensei.co.in, follow a link, and complete the purchase on bizsensei.store. The fact that the journey began on the showcase site does not move the purchase into a showcase regime, because no showcase regime for sales exists. The order confirmation, the invoice and the account record will show the store as the place of purchase, and the store rules in Part C, including the 7 day fault window for digital products, apply in full. If you are reading a product page on bizsensei.co.in and you want to know the refund position before you buy, read Part C before you proceed to the store, because that is the text that will govern the purchase you are about to make.

2. Free tools, lead forms and enquiries on the showcase site

Many features of bizsensei.co.in are free. Product and service information pages are free to read. Free tools offered through the site are provided without a purchase price, and lead form submissions, contact form submissions, demo requests and newsletter sign ups are free. Because no consideration is paid for those features, there is no payment to refund in respect of them. If a free tool does not produce the result you expected, tell us what happened so that the tool can be checked or corrected, but a fault in a free tool does not create a refund, because no amount was charged for it. If a free tool is later replaced by a paid product, the paid product will be sold under the store or subscription regime that applies to it, and only amounts actually paid for that product will fall under this policy.

Submitting a lead form is not a purchase and does not create a contract for paid services. If an enquiry leads to agency work, the financial terms, including any advance payment and its treatment, are set out in the signed proposal for that work, and Part D then governs. If an enquiry leads to a product purchase, the purchase is made on the store and Part C governs. A visitor who submits a form in error, or who no longer wishes to be contacted about an enquiry, may write to info@bizsensei.co.in and ask for the enquiry to be closed; closing an enquiry has no refund consequence because no payment is attached to it.

3. A payment mistakenly taken on bizsensei.co.in

Although bizsensei.co.in does not operate a checkout, we provide for the possibility of error. If, contrary to the design of the site, a payment is ever taken directly through bizsensei.co.in, for example through a misconfigured payment link, a test transaction that was captured as a live transaction, or a duplicate instruction arising from a site fault, that payment will be treated under the store regime in Part C as if it had been taken on bizsensei.store, and it will also be treated as our error for the purposes of any window that would otherwise be argued against the customer. A customer who notices such a payment should write to info@bizsensei.co.in with the transaction reference and the page on which the payment was made. We will verify the capture, refund any amount for which no corresponding product, subscription or service was ordered and delivered, and correct the link or configuration that caused the payment to be taken.

4. Worked scenarios for the showcase site

Scenario one: a visitor reads about a plugin on bizsensei.co.in, buys it on bizsensei.store, and finds that it conflicts with the visitor's theme. The refund question is decided under Part C. The visitor contacts support, provides the environment details, and, if support cannot fix a fault that prevents the plugin from working as described within a reasonable number of attempts and within 7 days of purchase, the visitor may request a refund under the store rule, with the licence consequences stated there. The fact that the research began on the showcase site neither shortens nor extends that window.

Scenario two: a business uses a free tool on bizsensei.co.in for several weeks and later decides to engage us for related agency work. The free tool period has no financial treatment at all. The agency engagement begins only when a proposal is signed, fees are governed by that proposal, and any advance for work not yet started is treated under Part D. No amount is carried from the free tool into the paid engagement unless the proposal expressly records a credit, and no refund question can arise about the free period itself.

Scenario three: a visitor is charged through a payment link embedded in a showcase page that should have pointed to information only. The visitor reports the charge with the reference. Because the charge arose from our configuration, we refund the amount for which no order exists, we do not require the visitor to fit the facts into a product fault window, and we confirm in writing when the gateway refund has been initiated. This scenario is deliberately provided for here so that an error of this kind never has to be argued about under rules written for ordinary sales.

5. Pricing information and quotations shown on the showcase site

Information shown on bizsensei.co.in about products and services is descriptive. Where the showcase site refers a visitor to the store or to a proposal process, the binding price, taxes and terms for a transaction are those presented at the store checkout or in the signed proposal, because those are the documents the buyer sees and accepts at the moment of payment. If descriptive information on the showcase site and checkout information ever differ, tell us before you pay if you notice the difference in time, and, if you have already paid in reliance on a clear error on the showcase site, raise the matter promptly with the order number so that the facts can be examined. A refund assessment in that situation will take into account what was actually promised, what was charged, and what was delivered, in accordance with the principles in Part A and with consumer protection law.

Part C: BizSensei Store

Applies to: bizsensei.store

1. Scope of the store regime

bizsensei.store is the commerce property of BizSensei Digital. This part governs digital products sold through the store, including WordPress plugins and other downloadable or licence based products, and it also governs store sold entitlements that are not subscriptions for BizSensei OMS, which are governed in addition by Part F where Part F states a subscription specific rule. Where a store order includes both a digital product and a separate service element, the digital element is governed by this part and the service element is governed by Part D, and any refund is calculated element by element as Part A describes.

The store regime is deliberately centred on a fault based right within a short period, supplemented by the general rules in Part A for duplicates, failed payments, chargebacks, tax documentation and escalation. It does not provide an open ended right to return a digital product after extended use, because a digital product, once delivered and activated, cannot be returned in the sense that a physical item can be returned, and the licence could otherwise be exploited without payment. That balance, a real remedy for a genuine fault and no general change of mind return after the stated window, is the core bargain of this part and is stated plainly so that buyers can decide before purchase whether it suits them.

2. The core digital product refund rule

If a plugin does not work as described and support cannot fix it within a reasonable number of attempts, the buyer may request a refund within 7 days of purchase. Each element of that sentence matters. The product must fail to work as described, judged by the description, documentation and feature statements made for that product at the time of purchase, not by a feature the buyer hoped for but that was never described. Support must have had a fair opportunity to fix the problem, because many apparent faults are caused by a configuration, a conflict or a hosting restriction that can be corrected quickly once it is identified. The attempts must be reasonable in number, judged by the nature of the fault and the progress being made; a buyer is not required to endure an endless cycle of identical failed fixes, and we are not required to treat a first report as proof that a product cannot be fixed before any diagnosis has occurred. The request must be made within 7 days of purchase, counted from the date of the order as shown on the order record.

Approved refunds under this rule revoke the licence key for the purchase. On approval, the buyer must stop using the product under that licence, remove activations made under it, and accept that updates and support for that licence will end. Revocation is not a penalty; it is the necessary counterpart of returning the price, because the buyer cannot retain both the money and the continuing right to use the product. If a buyer obtains a refund and continues to use a revoked licence, that continued use is unlicensed and may be treated as abuse under Part A, in addition to any other remedy available under law.

3. What counts as not working as described

A product does not work as described where a described core function fails in an environment that meets the product's stated requirements, where the delivered files are corrupt or incomplete in a way we cannot remedy by redelivery, where the licence system issued by us prevents activation of a valid purchase on an authorised installation, or where a described feature is absent from the delivered product rather than merely configured differently. In each case the test is the description given for the product, read fairly as a whole with its documentation and its stated requirements and limitations. A limitation that was disclosed before purchase, such as a stated incompatibility, a stated version requirement, or a stated limit on the number of authorised sites, is part of the description and does not become a fault merely because a buyer would prefer the product to work without that limitation.

By contrast, a product is not shown to be faulty merely because it does not include a feature that was never described, because it does not integrate with an undisclosed third party product, because a buyer's hosting environment falls below the stated requirements and the host will not remedy that shortfall, or because a buyer's custom code, custom theme modification or other extension causes a conflict that disappears when that custom element is removed. In conflict cases, support will help identify which element causes the conflict by a process of isolation, and a fault is established against our product only where the failure persists in an environment that meets the stated requirements without the conflicting custom element, or where our product is shown to depart from a standard it claims to follow.

4. Troubleshooting, reasonable attempts and refusal to cooperate

When a fault is reported within the 7 day period, support will acknowledge it, ask for the environment information reasonably needed, and attempt diagnosis and correction. Attempts may include providing corrected settings, supplying a patched build, identifying a conflicting element, giving a workaround that restores the described function, or confirming that the fault is in the product and cannot presently be corrected. A workaround that genuinely restores the described function is a fix for refund purposes, even if its internal method differs from the method the buyer expected, provided it does not impose a material new cost or a material loss of another described function.

No refunds are available for misuse, or where the buyer refuses reasonable troubleshooting. Misuse includes using the product outside its stated requirements after being advised of them, altering the product code and then attributing the resulting failure to the original product, using the product for a purpose the description excludes, and operating it in a manner that breaches the licence. Refusal of reasonable troubleshooting includes declining to provide basic environment information, declining every form of access including a staging copy and logs, declining to test a supplied fix, and insisting on a refund as the only acceptable outcome from the first message without allowing any diagnosis. A buyer who cooperates in a safer form, for example by offering a staging site, screen recordings or detailed logs in place of live access, has not refused troubleshooting, and support will work with the form of cooperation offered wherever it allows the fault to be tested.

5. The 7 day window and change of mind

The 7 day window runs from the date of purchase. Buyers are encouraged to install and test a digital product promptly after purchase, in the environment in which it will be used, so that any genuine fault is found inside the window and support can be engaged while the window is open. If a fault is first reported inside the window and troubleshooting continues beyond it, the request is treated as having been made in time, provided the buyer continues to cooperate within reasonable intervals; the window is a deadline for raising the matter, not a trap that defeats a claim because our own diagnosis took longer than the balance of the week. If, however, a buyer reports a matter for the first time after the window has closed, the fault based refund right under this part is no longer available, although support remains available under the support terms for the product, and statutory rights are unaffected.

There are no refunds for change of mind after 7 days. A change of mind includes deciding that a product is no longer needed, that a project has been cancelled by the buyer's own client, that a different product is preferred, that a feature is not wanted in the form described, and that a business direction has changed. Within the first 7 days, a buyer who has simply changed their mind should still write to us promptly and explain the position; any treatment of a pure change of mind inside that short period rests on the wording of the checkout terms for that product and on whether the licence has been activated and the product used, and no buyer should assume that activation and extensive use can be followed by a change of mind return as a matter of course. After 7 days, change of mind is excluded in clear terms, and support, updates and the licence itself continue in accordance with their terms even though a refund is not available on that ground.

6. Delivery, download and activation problems that are our fault

Some problems are not product faults in the code sense but delivery failures, and they are treated straightforwardly. If a payment is captured and no download, licence key or activation right is delivered, and we cannot complete delivery within a reasonable time after the matter is reported, the buyer may elect a refund of the amount paid for the undelivered product. If a licence key issued by our system is invalid on first use for a reason within our system and a replacement key cannot be made to work, the same election applies. If a purchased file is corrupt and a clean redelivery resolves the problem, redelivery is the remedy and a refund is not needed, because the buyer has received exactly what was bought. These delivery rules operate independently of the 7 day fault window where the buyer never received usable delivery at all, since a window for testing a product cannot fairly run against a buyer who was never put in a position to test it.

7. Store subscriptions and paid plans sold through the store

Where the store sells a subscription or a paid plan, including a plan for BizSensei OMS, the subscription rules in Part F apply to periods, upgrades, downgrades and discontinuation, in addition to the store process rules in this part. The store remains the place of purchase for record, invoice and grievance purposes connected with that order, while the ongoing access being paid for is governed by the subscription regime. If BizSensei discontinues a product or a paid plan, prepaid fees for the unused period are refunded pro rata. That discontinuation rule is an owner rule adopted for OMS subscriptions and store products, and it applies whether the discontinued item is a plugin with a paid term, a support plan, or a software plan: when we are the party ending the product or the plan, the buyer does not bear the cost of the unused prepaid balance.

Pro rata treatment on discontinuation is calculated from the records of the purchase: the amount prepaid for the current period, the portion of the period that elapsed before the discontinuation date notified to affected customers, and the unused portion that follows that date. Any component of the price that related to a one time delivery already completed, such as a setup element that was separately priced and fully delivered, is identified in the calculation and is not swept into the pro rata refund of period fees. Affected customers will be told the discontinuation date, the last date of service or support where applicable, the data export or migration assistance available where the product holds their data, and the refund amount or the method by which it will be computed for their individual order.

8. Non refundable cases for store products in detail

The following cases do not give rise to a refund under this part, subject always to the statutory saver in Part A and to the rule that our own delivery failures and duplicate charges are corrected: a change of mind after 7 days; a fault claim first raised after 7 days where the product was delivered in a usable form; misuse of the product; refusal of reasonable troubleshooting; a claim based on a feature that was never described; incompatibility with an environment that does not meet the stated requirements, where the buyer declines to bring the environment to those requirements; a claim by a person who acquired a licence key from another person rather than by buying from the store, because licences are not transferable and no purchase from us exists for that person; and a claim for an amount that was promotional credit rather than cash, which is treated under the credit rules in Part A.

A further case deserves separate explanation: third party costs already incurred in connection with a store purchase are not part of a store refund. If a buyer chooses to pay a freelancer to install a product, pays a host for an upgraded environment, or buys a separate third party extension to use alongside our product, those contracts are between the buyer and those parties. Our refund, where one is due, is the refund of the price paid to us for our product, and it does not absorb the buyer's separate arrangements, just as a successful troubleshooting outcome would not have entitled the buyer to claim those separate costs from us. Buyers who are uncertain about compatibility are encouraged to use the pre purchase enquiry route and to test promptly within the 7 day window, which is the protection this regime provides against a genuine mismatch that amounts to a failure to work as described.

9. Store worked scenarios

Scenario one: a buyer installs a plugin on a site that meets the stated requirements and the central function described for the plugin produces an error on every use. The buyer reports the error on the second day with a screenshot, the platform version and a list of active extensions. Support reproduces the error, supplies two patched builds, and neither build corrects the failure. The buyer requests a refund on the sixth day. The refund is approved, the licence key is revoked, and the amount paid for the plugin is returned to the original payment method within the standard timeline. The scenario satisfies every element of the core rule: a described function, a conforming environment, timely reporting, reasonable attempts and a failure that support could not fix.

Scenario two: a buyer purchases a plugin for a client project, uses it to complete and hand over that project, and on the fifteenth day asks for a refund because the client has decided not to maintain the site. No fault is alleged and the product performed throughout the project. The request is a change of mind after 7 days arising from the buyer's separate client arrangements, and it is declined with reasons. The licence position is governed by its own terms; the decline of a refund does not itself create any additional charge, and the buyer keeps the records of the decision if the buyer wishes to escalate or to rely on any statutory argument on different facts.

Scenario three: a buyer reports that a plugin will not activate. Investigation shows that the licence system issued a key in an incorrect format because of a defect in a recent change on our side. A corrected key is issued and activates immediately. In this case the fault was real but it was fixed within reasonable attempts, so the condition for a fault refund is not met, and the buyer has the working product that was bought. If the corrected key had also failed and no activation route could be made to work, the outcome would have been a refund under the delivery and core fault rules, depending on the precise facts established.

Scenario four: a buyer pays for an annual support and updates plan sold through the store, and four months later we notify all plan holders that the underlying product is being discontinued at a stated date in the following month, with an export tool provided for their data. The prepaid fees for the period after the discontinuation date are refunded pro rata to the original payment method, the calculation is shown by reference to the period dates, and no action is required from the buyer to trigger that refund beyond confirming that the original payment method remains available for the credit.

10. Store requests, grievance route and records

A store refund request follows the method in Part A: email info@bizsensei.co.in with the order number and the reason. We respond within 2 business days, and approved refunds are processed within 7 to 10 business days to the original payment method. For store purchases, a customer who remains dissatisfied after the first review may use the grievance escalation described in Part A, under which grievances are acknowledged within 48 hours and resolved within one month, in accordance with the Consumer Protection (E-Commerce) Rules, 2020. Consumer Commission rights are unaffected by the store regime, by any window in this part, and by any internal review outcome, as Part A states. Keep your order confirmation, invoice, licence email and support correspondence together; that small bundle is the complete record for almost every store dispute and it shortens both internal review and any external process.

Part D: Agency Services

Applies to: BizSensei Digital agency services

1. The proposal is the governing document for agency work

Agency services, including marketing retainers, development and consulting, follow the signed proposal. That sentence is the foundation of this part. Agency engagements differ too much in scope, duration, deliverables and payment structure for a single standard refund table to replace the document that both sides agreed for the particular engagement. The signed proposal states what will be done, in what stages, for what fees, on what payment schedule, and, where the parties have agreed them, any stage specific cancellation terms, kill fees and notice provisions. This part supplies the background rules that apply where a proposal is silent, explains how stages are treated, and records the commitments that BizSensei Digital makes across its agency work. If a clause of a signed proposal and a background rule in this part conflict for that engagement, the signed proposal prevails for that engagement, subject to applicable law.

An oral discussion, a preliminary quotation, a presentation deck or an email exchange exploring a possible engagement is not a signed proposal. Fees become payable, advances become refundable or earned, and stage rules begin to operate only from the point at which a proposal is accepted in the manner it specifies. A client who has paid an amount without a signed proposal, for example by using a payment link sent during discussions, should contact us immediately; the amount will be matched to the intended engagement, and if no engagement is formed, an amount held for work that was never agreed and never started will be returned in accordance with the advance payment rule in this part.

2. Advance payments for work not yet started

Advance payments for work not yet started are refundable. If a client pays an advance under a signed proposal and then cancels before the work covered by that advance has started, the advance for the unstarted work is refunded, less only any third party cost that the proposal authorised, that was already irrevocably incurred for that client before cancellation, and that is evidenced to the client. The question of whether work has started is factual: work has started when our team has begun the research, strategy, design, development, campaign setup or consulting activity that the advance was paid to cover, as shown by project records, first deliverables, working files, or a kickoff and initial work log communicated to the client. Merely receiving an advance, issuing an invoice, or holding an internal planning conversation that produced no work for the engagement does not convert an advance for unstarted work into earned fees.

Where an advance covers several stages and only some stages have started, the advance is apportioned by the stage values in the proposal. The portion attributable to stages that have not started is refundable on cancellation, subject to the third party cost treatment described in this part, and the portion attributable to stages that have started or been delivered is treated under the stage rules that follow. Clients will be shown the apportionment rather than being given a single unexplained figure, because stage based accounting is the only fair way to unwind a part performed engagement.

3. Work already delivered is billed as agreed

Work already delivered is billed as agreed. A deliverable that has been produced and delivered in accordance with the proposal is payable at the agreed price for that deliverable or stage, even if the client later changes direction, changes internal personnel, decides not to use the deliverable publicly, or cancels the remainder of the engagement. Delivery means that the deliverable was provided to the client in the agreed form, or made available to the client with notice, in a state that substantially conforms to the specification in the proposal. If a deliverable does not substantially conform, the primary remedy is correction within the engagement: the client should identify the respects in which it does not conform, and we will revise it in accordance with the revision provisions of the proposal. A refund for a delivered stage is not the remedy for a conformable deliverable that a client has simply decided not to deploy.

Acceptance procedures in a proposal, including any review period after delivery, will be followed as written. Where a proposal has no acceptance procedure, a client who identifies a conformity problem promptly after delivery will be treated fairly: the problem will be examined against the specification, corrected where it is a genuine non conformity, and distinguished from a new requirement or a change of preference, which is handled as a change request under the proposal rather than as a defect in what was delivered. Keeping that distinction clear protects both sides, because it prevents completed work from being reopened indefinitely while still giving the client a real route for genuine defects.

4. Stage based treatment across an engagement

Agency work is usually performed in stages, and cancellation or refund questions are answered stage by stage. Before work starts, the advance rule applies and unstarted work is refundable as described in this part. After research or strategy is delivered, that stage is treated as delivered work billed as agreed, because research and strategy consume senior time and produce a defined output that the client retains and can use; a later decision to adopt a different strategy does not undo the fact that the commissioned research was performed and handed over. After design or development milestones are reached, each milestone is treated by reference to its own delivery and acceptance position: a milestone that was delivered and accepted is billed as agreed, a milestone in progress at cancellation is assessed by the proportion of the milestone work actually performed and evidenced, and a milestone that was never begun is treated as unstarted work.

The following table summarises the stage approach. It is a summary of the approach in this part and does not replace a stage schedule in a signed proposal, which will contain the values and deliverable descriptions for the particular engagement.

5. Monthly retainers and cancellation with 15 days notice

Monthly retainers can be cancelled with 15 days notice. A retainer is an arrangement under which a defined capacity, set of recurring activities or continuing service is provided month by month. To cancel a retainer, the client gives written notice by email, and the cancellation takes effect at the end of the 15 day notice period or at any later date stated in the notice, subject to any different notice term in the signed proposal for that retainer. Fees for the period up to the effective date of cancellation remain payable, because the capacity and services for that period were reserved and provided, and fees prepaid for a period after the effective date of cancellation are refunded or credited in accordance with the proposal and, where the proposal is silent, are refunded for the whole months or defined retainer periods that fall entirely after the effective date, with any part period treated as the proposal or, in its absence, a fair daily apportionment of that month's retainer directs.

Notice should be given to the ordinary engagement contact and copied to info@bizsensei.co.in so that billing and service teams work from the same date. During a notice period, we will continue to provide the retainer services in the ordinary way unless the client instructs us in writing to stop earlier, in which case the fees position for the notice period remains as stated in this clause unless we agree in writing to an earlier fee end date, because the notice period exists to allow both sides to hand over, complete in flight items and avoid abrupt disruption to campaigns, reporting and access. At the end of a retainer, we will provide a final accounting of amounts billed, amounts paid, any refund or credit due, and any deliverables or access records that are to be handed over under the proposal.

6. Third party costs, media spend, domains and third party licences

Some amounts in an agency engagement are not fees for our work at all, but costs incurred with third parties for the client. Third party media spend is the clearest example. Advertising spend paid to an advertising platform is spent under that platform's terms, is consumed as advertisements are served, and is never refundable by BizSensei Digital, because we neither hold the spend after it is committed to the platform nor control the platform's refund rules. Where we administer a client advertising account, we will provide platform reports and invoices showing how spend was committed, and any question about reversing platform spend must be taken up under the platform's own policies, with our reasonable assistance in providing records. A decision by a client to stop a campaign stops future spend from the point at which the instruction can be implemented on the platform; it does not recover spend already consumed in serving advertisements before that point.

The same logic applies to other third party costs already incurred for a client, including domains registered for the client, licences or subscriptions bought from third parties for the client, stock assets licensed for a project, printing or production costs committed to a supplier, and platform or tool fees charged for the client's accounts. Where such a cost has been incurred at the client's authorised instruction and the registration, licence or supply has been effected, it is not refundable by us, although the resulting asset, domain or licence belongs to the client as the proposal provides and will be handed over or transferred in accordance with the proposal and the third party's transfer rules. Where a third party cost has not yet been incurred at the point of cancellation, it will not be incurred, and any advance held for it will be included in the refund calculation for unstarted work. Clients are therefore encouraged to raise cancellation or major direction changes before large third party commitments are made, and we will, for significant commitments, confirm the instruction before committing the cost where the timetable allows.

7. Kill fees and proposal specific cancellation charges

Kill fees apply only where the signed proposal states them. A kill fee is a fee agreed in advance as payable if an engagement or a stage is cancelled after a defined point, reflecting work reserved, opportunities declined, or resources committed. Because such a fee is a significant commercial term, we do not imply it and we do not introduce it at the point of cancellation if it was not in the proposal the client signed. Where a proposal does state a kill fee, it will be applied exactly as written, identified separately in the final accounting, and set against amounts already paid before any balance is billed or any refund is calculated. Where a proposal is silent on kill fees, the stage based treatment in this part applies without any additional cancellation charge from us, subject to delivered work being billed as agreed and to third party costs already incurred.

8. Agency worked scenarios

Scenario one: a client signs a proposal for a website build, pays an advance, and cancels two days later before any kickoff, research or design work has begun, and before any domain or licence has been bought for the project. The advance is refundable in full because the work it covered never started and no authorised third party cost was incurred. The refund is processed to the original payment method within the standard timeline, and the engagement is closed with a written confirmation that no stage was begun.

Scenario two: a client engages us for a marketing programme in which research and strategy form the first stage. That stage is performed, a strategy document is delivered and discussed, and the client then decides to pause the entire programme before campaign setup begins. The research and strategy stage is billed as agreed because it was delivered, the client retains the strategy document, and any advance held for the campaign setup stage, which never started, is refunded less only any evidenced third party cost that had already been irrevocably incurred for that setup with the client's authorisation, of which in the ordinary case at that point there would be none.

Scenario three: a client on a monthly retainer gives written notice of cancellation on the tenth day of a month, and the retainer has been prepaid for that month and the following month. The notice period of 15 days runs from the notice, services continue during it, fees remain payable up to the effective date of cancellation, and the prepaid amount for the following month, which falls entirely after the effective date, is refunded in the final accounting. If the platform advertising spend administered under the retainer has already been consumed for the current month, that spend is reported through the platform records and is not part of the retainer refund, for the reasons given in the third party costs clause.

Scenario four: a development project reaches its second milestone, which is delivered to a staging address and accepted after a review period, and the client then cancels the remaining milestones because an internal budget has been withdrawn. Milestones one and two are billed as agreed, work demonstrably performed toward milestone three is assessed by proportion if the client cancels mid milestone, and the advance attributable to milestones that were never begun is refunded. No kill fee is charged, because the proposal in this scenario stated none; if a different proposal had stated a kill fee for cancellation after the second milestone, that stated fee would have been shown as its own line in the same accounting.

9. How agency refund and accounting questions are raised

A client who believes that an agency invoice, advance or final accounting is wrong, or who wishes to cancel, should write to info@bizsensei.co.in identifying the proposal, the invoice or stage concerned, and the outcome sought. Cancellation notices for retainers should be given in the same way so that the 15 day period can be calculated from a clear written date. We will respond within 2 business days with either the corrected accounting, the refund calculation, or the specific records we are checking. Because agency files contain stage records, delivery emails and platform reports, most accounting questions are resolved by production of the underlying record rather than by argument about principle, and we will share the records that support a final accounting, subject to protecting any unrelated confidential material of other clients that might appear in shared internal systems, which will be redacted rather than used as a reason to withhold the accounting itself.

Part E: Blog

Applies to: blog.bizsensei.co.in

1. The blog sells nothing and takes no payments

blog.bizsensei.co.in is the content publication of BizSensei Digital. Articles, guides, commentary and other editorial material on the blog are free to read. The blog does not operate a paywall, does not sell subscriptions to its content, does not sell individual articles, and does not run a checkout. It follows from that simple position that there is nothing to refund in respect of the blog itself: no reader has paid for an article, no subscriber has paid for access, and no payment is held by us against any blog feature. This part exists so that the position is stated expressly rather than left to inference, and so that the related free features of the blog and the treatment of any future paid offer are dealt with in advance.

2. Newsletter, comments and reader accounts

The blog newsletter is free. Subscribing to the newsletter involves providing an email address so that editions can be sent; it does not involve a payment, a card authorisation or a paid tier, and unsubscribing ends future editions without any financial consequence in either direction. Comments on the blog are also free. A reader who posts a comment, later edits it or asks for it to be removed is exercising a content and privacy choice, not cancelling a purchase, and no refund question arises from moderation, removal or closure of comments, including where comments on a particular article are closed for editorial or legal reasons.

If the blog offers a free reader account or a free saved articles feature at any time, that feature is likewise provided without charge and may be closed by the reader at any time. Closure of a free account does not produce a payment, a credit or compensation, because none was paid or promised. If a reader believes that a payment has been taken in connection with the blog, that belief should be reported at once to info@bizsensei.co.in with the transaction reference; the report will be checked against gateway records, and if a payment was in fact taken in error in connection with the blog, it will be treated as a mistaken payment under the store regime approach described in Part B for the showcase site and refunded for any value that was not in fact ordered and delivered under a separate governing part.

3. Links from the blog to paid products and services

Articles on the blog may discuss our products and services and may link to product pages on bizsensei.co.in, to the store on bizsensei.store, to BizSensei OMS subscription pages, or to an agency enquiry route. Following such a link does not change the nature of the blog, and buying after following it does not make the purchase a blog purchase. The purchase is governed by the part for the thing bought: Part C for a store product, Part F for an OMS subscription, and Part D for agency services under a proposal. Editorial content does not extend, reduce or replace the refund terms of those parts. If an article describes a product feature or a service, that description may be relevant background to what was described for the purposes of Part C where the same description formed part of the product's sale description, but a general educational article, tutorial or opinion piece is not itself a sale description for every purchase made by every reader who happened to read it.

4. Advertising, sponsorship and affiliate material on the blog

If the blog at any time carries advertising, sponsored material or affiliate links, the financial relationship in those cases is between us and the advertiser or programme concerned, or between the reader and the third party the reader chooses to buy from, and not a sale by the blog to the reader. A reader who buys a third party product after clicking a link on the blog must look to that third party's refund terms for that purchase; BizSensei Digital cannot refund a payment it did not receive for a product it did not sell. Where we are aware that a linked third party offer has materially changed, we will update or remove the link as an editorial matter, but editorial action of that kind does not convert a third party transaction into a BizSensei Digital transaction.

5. If paid offers are ever introduced on the blog

If paid offers are ever introduced on or through the blog, for example a paid report, a paid course or a paid event connected with an article series, those offers will not be sold under a new informal blog practice. They will be sold through the store regime or, where the offer is a subscription, through the subscription regime, with checkout terms presented at the point of payment identifying the governing terms, the price, the taxes and the refund position before the reader pays. Until such an offer is actually presented with those checkout terms, no reader should treat any blog content, however detailed or valuable, as a paid product, and no amount is payable for it. This advance statement ensures that a future change in the blog's commercial model cannot create uncertainty about which refund law applies: the answer will always be the store or subscription regime shown at that future checkout, supplemented by Part A.

6. Blog worked scenarios

Scenario one: a reader follows a detailed tutorial series on the blog over several months, applies the guidance successfully, and later writes to say that the series was so useful that the reader assumed it must have been a paid course for which a receipt should exist. No payment was taken and no course was sold; we confirm that position, provide the article links for the reader's records, and explain that any future paid version would be announced and sold through the store checkout described in this part, so the reader will never be charged retrospectively for content that was free when it was read.

Scenario two: a reader clicks from an article to the store, buys a plugin, and is refused a refund on the twenty fifth day after asserting a fault that was never reported to support. The refusal is a Part C decision, not a blog decision, and the correspondence will cite the store rules, the absence of any earlier fault report, and the statutory saver. The fact that the journey started on the blog is recorded in the file for completeness but plays no part in the eligibility assessment, which is exactly the separation this part is intended to achieve.

Part F: BizSensei OMS

Applies to: BizSensei OMS: portal, apps and marketplace

1. What this part covers and how it is divided

BizSensei OMS is our restaurant and food business software, provided through a portal, through applications, and with marketplace and ordering features that connect customers, restaurants and delivery. This part therefore contains two related but distinct bodies of rules. The first body, in clauses 2 to 9, covers OMS subscriptions and billing: the fees that restaurants and businesses pay to use the software itself. The second body, in clauses 10 to 18, covers marketplace food orders: the money that a customer pays for food ordered from a restaurant through the OMS ordering features. The two bodies must not be confused. A restaurant's subscription fee is not a customer's food payment, a customer's refund for a spoiled dish is not paid out of a subscription rule, and the funding and timing rules for each are stated separately so that each audience, subscriber, restaurant and customer, can find its own position without translating rules written for another audience.

2. OMS subscriptions, plans and billing periods

Access to BizSensei OMS is provided under paid plans with stated billing periods and, where offered, add on features that extend the core software. The plan, the period, the included features and limits, the add ons selected, and the total charged are shown at checkout or in the billing record before payment is taken, and those checkout terms form part of the contract for that subscription. Subscription fees are payable for the period selected. Cancellation of a subscription stops future renewal and future billing in accordance with the cancellation method provided in the portal or by written notice to us, but cancellation does not, by itself, convert a period that has already been provided into a refundable period, because access for that period was made available and the restaurant's data, configuration and operating records were carried on the system during it.

Restaurants should cancel before a renewal date if they do not wish a further period to begin, using the cancellation route in the portal and retaining the cancellation confirmation or the confirmation email. If a renewal charge is taken after a cancellation that was properly completed and confirmed before the renewal, that charge is our error and will be refunded for the renewed period. If a cancellation was started but not completed, or was directed to an address or channel that the subscription terms do not recognise, the renewal position will be examined on the records, including any confirmation that was or was not issued, and the customer will be told plainly what the portal record shows rather than being met with a bare refusal.

3. Upgrades and downgrades of OMS plans

Mid cycle upgrades are charged or credited per the checkout terms. Where a subscriber upgrades during a billing period, for example to obtain higher limits or additional features, the checkout presented for the upgrade states how the amount already paid for the current period is treated, what additional amount is payable for the balance of the period or for a new period, and from what moment the upgraded limits apply. That upgrade checkout statement governs the financial treatment of the upgrade, and a subscriber who completes an upgrade accepts the statement presented at that checkout. Downgrades take effect next cycle. A subscriber who selects a lower plan will be moved to that plan at the start of the next billing period, will retain the current plan's limits and features until that point, and will be billed at the lower plan's rate from the next period.

No cash refund is given for the difference on a downgrade unless the checkout terms say so. This rule follows from the timing rule: because a downgrade does not reduce the current period, there is no unused higher plan portion in the current period to refund; the benefit of the downgrade is received in full through the lower charge in the next and following periods. Subscribers who want a downgrade to operate earlier should contact us before confirming it and ask whether any alternative is available for their account; if an alternative with an immediate effect and a credit is offered in a particular case, it will be recorded in writing for that account and will then be honoured as recorded. Deferring to checkout terms in this clause is deliberate: plan structures and proration methods can differ between offers, and the figure a subscriber actually saw and accepted at upgrade checkout is a fairer basis than a generic formula imposed later.

4. Add ons, renewals and failed subscription payments

Add on features for OMS are billed as shown in the billing record for the add on, whether that is a recurring amount aligned to the subscription period or a one time amount for a defined entitlement. An add on that has been activated and used during a period follows the same period logic as the plan for that period. If an add on was charged but never activated because of a failure in our provisioning, the charge for the unprovisioned add on will be corrected by activation or by refund, at the subscriber's election where activation is no longer wanted because the moment for its use has passed through our delay. Recurring add ons can be removed for a future period through the billing route before that period begins; removal does not ordinarily produce a refund for a current period in which the add on was available.

If a subscription payment fails, access may be placed in a grace, restricted or suspended state in accordance with the subscription terms and any notice we give, because continued unrestricted provision cannot be assumed where the period has not been paid for. A failed payment is not a charge and creates no refund. If a failed payment is later followed by a successful payment for the same period, only the successful capture is a charge for that period. If two successful captures occur for the same period, the duplicate rule in Part A applies and the duplicate entry is refunded after reconciliation. Subscribers who change a payment instrument should complete the change before a renewal date and check the billing page afterwards, because a refund or a renewal directed to an instrument that the subscriber has closed follows the closed instrument route described in Part A and may take longer to reach the subscriber.

5. Discontinuation of OMS or of a paid OMS plan

If BizSensei discontinues a product or a paid plan, prepaid fees for the unused period are refunded pro rata. This owner rule applies to BizSensei OMS and to OMS plans sold through the store. Discontinuation means a decision by us to end the product, or to end a paid plan tier such that subscribers on that tier cannot continue on it, other than a change in which an equivalent or better plan is provided for the remainder of the prepaid period without additional charge, in which case there is no unused period loss to refund because the prepaid access continues in equivalent form. Where discontinuation does create an unused period, the refund is calculated from the amount prepaid for the current period and the portion of that period falling after the discontinuation date, in accordance with the partial refund method in Part A.

Notice of discontinuation will state the date on which the product or plan ends, the arrangements for access until that date, the data export facilities available and the period during which export will remain possible, and the refund treatment for prepaid balances. A subscriber does not need to manufacture a fault claim in a discontinuation case; the pro rata refund follows from our decision to discontinue, not from any failure by the subscriber or any defect in the subscriber's use. Individual account suspensions for abuse, non payment or breach are not discontinuation, and they do not attract a pro rata refund under this clause, because the ending of access in those cases arises from the subscriber's position under the subscription terms rather than from a product decision by us.

6. OMS implementation, onboarding and bundled elements

An OMS order may include elements beyond period access, such as onboarding, data import, training or configuration assistance, where those elements are listed in the order or proposal for the subscription. Each such element is treated by what was actually provided. An onboarding element that was fully provided is a delivered service element billed as agreed. An onboarding element that was never begun at the point at which a subscription is cancelled in accordance with its terms is treated as unstarted work under the approach in Part D. Data import requires timely and accurate data from the subscriber; delay or error in data supplied by the subscriber is not a provisioning failure by us, although we will identify the data problem specifically so that it can be corrected rather than leaving a subscriber to guess why an import has stalled.

7. Software faults, availability and subscription remedies

A software fault in OMS is handled first as a support and correction matter. Subscribers should report faults through the support route for the portal with the account identifier, the function affected, the time of the failure and the impact on operations, so that the incident can be matched to system logs. Where a fault or an availability failure attributable to our platform prevents use of a material part of the service for a substantial part of a paid period, the remedy will be proportionate to the period and extent of the loss of use, and may take the form of an extension of the period, a credit against a future period, or, where the loss of use defeats the purpose of the period for that subscriber, a partial refund calculated by the period method in Part A. Minor interruptions, brief maintenance, failures of the subscriber's own internet connection, devices or local network, and failures of third party services outside our platform are not platform failures by us, although incident records will distinguish those causes openly where logs allow it.

A subscriber who contends that OMS does not perform as described should raise the matter during the affected period and not accumulate silent months of claimed non performance while continuing to trade through the system daily. Continued ordinary use is relevant evidence of the extent of any loss of use, just as incident logs are. This evidential approach is not a barrier to a genuine claim: a restaurant that reports a failing function, trades around it with difficulty, and keeps records of the workarounds it was forced to use has exactly the material that allows a proportionate remedy to be calculated fairly.

8. Suspension for reversed subscription payments

The chargeback rules in Part A apply to subscription payments with particular force, because a reversed period payment leaves a period of live trading access unpaid. We may suspend the licence or account connected to a reversed payment while the dispute is examined. Where suspension would interrupt a restaurant's live operations, we will, where the gateway timetable allows, notify the account contact that a reversal has been recorded and that suspension will follow unless payment is restored or the bank process resolves in the subscriber's favour, so that the restaurant is not taken by surprise by a step that the reversal has made necessary. Goods and services already consumed remain payable, and a restaurant that traded through OMS during a period does not cease to owe the period fee merely because its bank has reversed the payment while the dispute is examined.

9. Subscription decision table and scenarios

Scenario one, subscription: a restaurant upgrades in the second week of a monthly period to obtain a higher order capacity after a busy weekend. The upgrade checkout shows the additional amount for the balance of the period and confirms that the higher capacity applies immediately. The restaurant pays that stated amount and trades at the higher capacity for the rest of the period. No later recalculation replaces the checkout figure, because the upgrade was charged per the checkout terms that the restaurant saw and accepted, which is the rule this part prescribes.

Scenario two, subscription: a cafe on an annual plan is notified that its plan tier is being discontinued at a date four months before the end of its prepaid year, with export facilities provided. The prepaid fees for the four unused months are refunded pro rata to the original payment method, the computation is shown by period dates, and the cafe does not need to allege any fault or to cancel anything itself, because the refund flows from our discontinuation decision alone.

10. Marketplace food orders: the parties and the nature of the money

In a marketplace food order, the customer buys food from the restaurant, and BizSensei OMS provides the ordering, payment collection and delivery coordination technology through which the order is placed and fulfilled. The price of the food is the restaurant's price for its food; platform and delivery related charges, where they apply to an order, are shown in the order summary before the customer pays. Refund decisions for food orders therefore turn on the state of the order and on whose fault caused the problem, because fresh food is prepared to order, cannot be held indefinitely, and cannot be resold to another customer once it has been prepared. That perishable food logic justifies stricter windows for food orders than for durable goods, and it is the reason the stage based rules in the following clauses are drawn as they are.

11. Cancellation before the restaurant confirms

A customer may cancel free before the restaurant confirms. If an order has been placed and paid for but the restaurant has not yet confirmed it, the customer can cancel without a cancellation fee, and the amount paid for that order is refunded in full to the original payment method through the gateway. Confirmation means the restaurant's acceptance of the order as shown in the order status, not merely the customer's submission of it or the capture of payment for it. Customers should check the live order status before assuming that an order is still in the free cancellation stage, because a popular restaurant may confirm within a short time of placement, and the stage reached at the moment the cancellation is recorded is the stage that governs.

12. Cancellation after confirmation and the preparation stages

After confirmation, cancellation depends on preparation stage. If preparation has not started, the order can still be cancelled with a full refund, because no food cost has yet been sunk into the order and the ingredients remain available for other use. If preparation is in progress, the restaurant may decline cancellation, or may agree to cancellation with a cancellation fee covering costs already incurred, disclosed before confirming the cancellation; costs already incurred include ingredients portioned or cooked, packaging used, and preparation work already performed for that specific order, and the fee must be disclosed to the customer before the customer confirms that form of cancellation, so that the customer can instead choose to receive the order as placed. If the order has been dispatched, it cannot be cancelled, because the food has left the restaurant for delivery to the customer and the transaction has moved beyond any point at which the food could be recovered or the delivery recalled in a condition fit for any other purpose.

13. Problems with a delivered or undelivered order and who funds the refund

Where an order is not delivered at all, is delivered with material items missing, contains a materially wrong item, or arrives in a condition that makes the food unfit for consumption, and the cause is established on the order records, a refund for the affected items or, where the failure defeats the order as a whole, for the order, will be made to the customer. Refunds for restaurant fault are funded by the restaurant and refunds for platform fault are funded by BizSensei, but BizSensei initiates the refund to the customer first and settles funding afterwards, so the customer is not kept waiting. Restaurant fault includes preparing the wrong item, omitting an item that was part of the confirmed order, preparing food unfit for consumption, and failing to hand a ready order to the delivery process in a fit state. Platform fault includes an ordering or payment system error that corrupts an order, a dispatch failure within the platform's coordination function, and an addressing or routing error generated by the platform rather than supplied incorrectly by the customer.

The initiate first and settle afterwards rule is central to the marketplace design. A customer should never be told to pursue a restaurant directly for money that the platform collected, and a restaurant should never be asked to hand cash to a customer for an order paid through the gateway. We start the gateway refund to the customer from the platform, and the question of whether the restaurant or BizSensei ultimately bears the cost is resolved between us and the restaurant from settlement records. That separation keeps the customer's experience simple and keeps the funding dispute, where there is one, in the business relationship where it belongs.

14. Refund method for food orders: gateway only, never cash

Refunds for marketplace food orders go to the original payment method through the gateway, never in cash. A rider, a restaurant counter and a support agent cannot substitute a cash payment for a gateway refund on an order that was paid through the gateway, because cash substitution would break the audit trail, would expose riders and restaurant staff to disputes about amounts handed over, and could produce a double refund if the gateway refund also proceeded. Customers should therefore not ask a rider for cash and riders will not offer it. The refund reference for a food order refund is the gateway reference for that order's refund, and timing follows the gateway and bank timelines described in Part A, even though food order refunds are often smaller and more frequent than subscription refunds.

Partial food order refunds follow the item method in Part A. If one item in a multi item order is missing and the rest are delivered correctly, the refund is the amount paid for the missing item, together with any charge that was specifically attached to that item and no other, and not a refund of the whole order. If a missing or unfit item is so central that the order as delivered fails in its purpose, for example where the single main dish in a single dish order is unfit, the affected item is the order in substance and the refund is assessed on that basis. Photographs of a wrong or unfit item, taken on delivery and sent promptly, are the most helpful evidence a customer can provide, along with a note of which items were affected; food that has been substantially consumed is difficult to assess as unfit, and customers who find a problem should stop, photograph and report rather than consuming the item and then reporting it.

15. Customer fault, address errors and unavailability

Not every failed delivery is the fault of the restaurant or the platform. If a customer supplies an incorrect address, is unavailable at the correct address after reasonable contact attempts through the details supplied, or refuses a correct order on delivery for a reason unrelated to its quality or accuracy, the food has nevertheless been prepared and dispatched as ordered and cannot be resold, and a refund is not ordinarily available for that order. Riders and restaurants will follow the contact and waiting procedure recorded for the order before treating a customer as unavailable, and that record, including call attempts and arrival time, is the evidence on which such a case is decided. A customer who realises that an address error has been made should contact support immediately; if the order has not been dispatched, correction may still be possible, and promptness is the difference between a correctable order and a wasted one in many such cases.

16. Decision making for food orders and consumer rights

BizSensei decides eligibility for a marketplace refund in good faith, on the order record, the preparation and dispatch timestamps, the delivery record, the communications within the order, and any evidence the customer and the restaurant provide. The customer keeps Consumer Commission rights: statutory consumer rights prevail over this policy in any conflict, and nothing in these marketplace clauses removes a customer's right to approach a Consumer Commission under the Consumer Protection Act, 2019, or to pursue any other remedy under the laws of India in respect of a food order. Food safety concerns are treated with particular seriousness; a refund decision about price is separate from any report that should be made about a safety matter, and making a refund neither requires a customer to withdraw a safety complaint nor commits us to any position about a restaurant's general standards beyond the facts of the order in question.

17. Restaurants: settlement adjustments for funded refunds

Where a refund is funded by a restaurant, the funding is ordinarily effected through settlement adjustment rather than by a separate payment demand, so that the amount is set against future settlements for that restaurant with a clear reference to the order concerned. Restaurants will be able to identify each adjustment by order number and reason category in the settlement record, and a restaurant that disputes its funding allocation for an order may raise the dispute with the order evidence; the customer's refund, already initiated, is not reversed merely because a funding dispute has been raised. Repeated fault patterns, such as frequent missing items from the same outlet, may be addressed through the restaurant's marketplace terms in addition to individual refunds, because individual refunds alone do not correct a systemic preparation problem.

18. Marketplace worked scenarios

Scenario one, food: a customer orders dinner, pays through the gateway, and cancels three minutes later while the order status still shows awaiting confirmation. The cancellation is free, no preparation has occurred, and the full amount returns to the original payment method. Scenario two, food: a customer seeks to cancel after confirmation while the kitchen is midway through preparing a multi item order. The restaurant agrees to cancel but discloses a cancellation fee reflecting the items already cooked and packaged, before the customer confirms. The customer accepts the disclosed fee, the balance is refunded through the gateway, and the settlement record shows the fee as costs already incurred for that order. If the customer had not accepted the fee, the order would have proceeded for delivery instead, which is the choice the disclosure rule is designed to preserve.

Scenario three, food: an order is dispatched and the rider is given a wrong routing generated by a platform error, with the result that the food arrives spoiled by delay. The fault is platform fault. BizSensei initiates the refund to the customer first without waiting for any internal allocation, funds it as platform fault, and records the routing incident for correction. Scenario four, food: an order arrives without one of its four items, the customer photographs the delivered items and reports the omission within the order flow on the same evening, and the order record confirms that four items were confirmed and three were packed. The price of the missing item is refunded to the original payment method, funded by the restaurant as restaurant fault after initiation by BizSensei, and the three correct items are not refunded because they were supplied and consumed as ordered.

Part G: Qiaomed

Applies to: qiaomed.space

1. Qiaomed is in pre launch and no payments are taken yet

Qiaomed, at qiaomed.space, is a product of BizSensei Digital that is presently in pre launch. No payments are taken yet for Qiaomed. There are no paid plans on sale, no checkout is open, no subscription can be bought, and no amount is charged for access, registration or participation in the pre launch phase. It follows that, as with the blog, there is presently nothing to refund in respect of Qiaomed, because no payment exists to be returned. This part states that position expressly, deals with the free waitlist, and commits in advance to the regime that will apply when paid plans do launch, so that no early user is left to guess what will happen if the product later becomes paid.

2. The waitlist is free

The Qiaomed waitlist is free. Joining the waitlist involves providing contact details so that launch information can be sent; it does not involve a payment, a deposit, a card reservation, a pre order charge or a commitment to buy a future plan. Leaving the waitlist, ignoring a launch invitation, or deciding not to subscribe when plans become available has no financial consequence. A place on the waitlist is not a product and has no cash value; it cannot be sold or transferred, and no refund, credit or compensation arises from the time spent on a waitlist, from the launch date changing during development, or from a decision to alter, postpone or not proceed with a feature that was discussed during the pre launch phase, because pre launch descriptions are development information and not a sale of a finished service.

If any person believes that a payment has been taken in connection with Qiaomed during the pre launch phase, that belief should be reported immediately to info@bizsensei.co.in with the transaction reference, the date and the method shown on the statement. The reference will be checked against gateway records. If a payment was taken in error under the Qiaomed name, it will be refunded for any value that was not ordered under a governing checkout, following the mistaken payment approach in this policy, and the source of the error will be corrected. If the reference shows a payment for a different BizSensei Digital product, we will identify that product and the part of this policy that governs it, so that the reporter is not left with an unexplained charge.

3. When paid plans launch, the store and subscription regime will apply

When paid plans for Qiaomed launch, the store and subscription regime will apply. In concrete terms, a paid Qiaomed plan bought as a period subscription will be governed by the subscription principles in this policy: checkout terms presented before payment will state the plan, the period and the price; upgrades and downgrades will be handled as those checkout terms state, with downgrades taking effect at the next cycle and no cash refund for a downgrade difference unless the checkout terms say so; cancellation will stop future renewal without converting a provided period into a refund by cancellation alone; duplicate and failed payments will follow Part A; and if BizSensei discontinues Qiaomed or a paid Qiaomed plan after launch, prepaid fees for the unused period will be refunded pro rata under the discontinuation rule. A Qiaomed related digital product sold as a one time purchase through the store, if any is ever offered in that form, will be governed by the store regime in Part C for that product.

Launch checkout terms for Qiaomed may add product specific detail that a health related service properly requires, for example about the nature of the service and the limits of what it provides, but such detail will supplement this policy and will not reduce statutory rights. Any amount ever taken during a launch offer follows this policy. If an amount is taken during a launch offer, an early access promotion or a founding member sale, that amount is not outside the refund system merely because it was collected during a special offer: eligibility, windows, pro rata discontinuation treatment, duplicate correction and grievance escalation apply to launch offer payments exactly as they apply to ordinary payments, with promotional elements treated under the coupon and credit rules in Part A, so that a launch customer is in no worse a position than a customer who buys after the launch period has ended.

4. Qiaomed worked scenarios

Scenario one: a person joins the waitlist, receives development updates for several months, and decides at launch that the paid plan is not suitable. Nothing was ever paid, the person simply does not subscribe, and no refund process is needed or available because no transaction occurred. Scenario two: at launch, a subscriber buys an annual Qiaomed plan, uses it for five months, and BizSensei then notifies subscribers that the plan is being discontinued at a date two months later while a successor arrangement is introduced without equivalent continuation. The discontinuation rule stated in this part applies in advance of any dispute: prepaid fees for the unused period after the discontinuation date are refunded pro rata, calculated from the plan record, to the original payment method, and the subscriber is given the export or record access information stated in the discontinuation notice.

Scenario three: during a launch offer, a buyer is charged twice for the same founding plan because a first payment appeared to fail and a second was attempted. Both captures are found on reconciliation. The duplicate entry is refunded under Part A, the single intended subscription continues without interruption, and the promotional element attached to the single intended purchase is unaffected, because the correction removes only the duplicate payment and not the genuine launch purchase to which the promotion properly belonged.

Closing provisions

1. Entire refund framework and relationship with other documents

This policy, together with the checkout terms for a purchase, the signed proposal for an agency engagement, and any subscription terms presented for a plan, forms the framework within which refund questions between you and BizSensei Digital are decided. Earlier drafts, informal summaries and marketing descriptions do not override the framework documents for a completed transaction. If a summary of this policy appears on a product page, a help page or a checkout screen, that summary is an aid to reading and this full policy, in the version applicable to the purchase, is the governing text where a summary and the full text differ, always subject to the rule that a specific promise made to you at checkout or in your proposal and relied on by you will be honoured as made.

2. Severability and reading this policy fairly

If any provision of this policy is held by a competent court, Consumer Commission or authority to be invalid or unenforceable in a particular case, that provision will be treated as modified to the minimum extent necessary to make it valid in that case, or, if modification is not possible, as severed for that case, and the remaining provisions will continue in full effect. Headings are for navigation and do not limit the clauses they head. Examples and scenarios illustrate the application of rules to stated facts; a scenario outcome depends on its stated facts, and a different fact, such as a timely fault report where a scenario assumes none, can properly produce a different outcome under the same rule. The policy will be read fairly as a whole and not by isolating a phrase from the clause and regime in which it appears.

3. Statutory rights prevail: final saver

Statutory rights prevail over this policy in any conflict. Nothing in this policy limits a consumer's statutory rights under the Consumer Protection Act, 2019, or under any other law of India. No exclusion in this policy covers fraud or wilful misconduct by BizSensei Digital. No window, stage rule, preparation stage rule or cancellation rule in this policy is a representation that a Consumer Commission or a court is bound by it, and every customer retains the right to pursue the remedies that the law provides, in the forums that the law provides, regardless of the outcome of an internal review under this policy. This saver is placed in the closing provisions, in addition to its statement in Part A, so that it is the first principle a reader meets and the last principle a reader leaves with.

4. Governing law

This policy and any dispute arising from a purchase, subscription, engagement or order governed by it are subject to the laws of India. That governing law statement applies to the interpretation of the regimes in this policy, to the tax documentation described in it, and to the consumer rights that it preserves. It does not remove any mandatory protection that applies to a consumer in the place where that consumer is entitled to claim it under Indian law, and it will be applied consistently with the Consumer Protection Act, 2019, including its provisions about the forums in which a consumer complaint may be brought.

5. How updates to this policy will be handled

Updates to this policy will be published as a new version with a new version identifier and a new last updated date, as Part A describes. The applicable version for a completed purchase is preserved by that versioning practice. Where an update materially changes the treatment of an ongoing subscription or an ongoing retainer, we will draw the change to affected customers' attention through the billing or engagement channel for that relationship, rather than relying only on publication, where the change could affect a decision those customers need to make about renewal, downgrade or cancellation. No update will be applied retrospectively to defeat a refund that had already been approved or a right that had already accrued before the update was published.

6. Contact for all refund matters

For every refund request, billing correction, grievance escalation and question under this policy, the contact points are email at info@bizsensei.co.in and phone at +91 93726 65745. Include your order number and the reason for your request in the first email wherever a purchase, subscription or order is concerned. We respond within 2 business days, approved refunds are processed within 7 to 10 business days to the original payment method, and grievances about store purchases are acknowledged within 48 hours and resolved within one month in accordance with the Consumer Protection (E-Commerce) Rules, 2020. BizSensei Digital thanks every customer, subscriber, client, reader and marketplace user who takes the time to read this policy before a problem arises; most refund questions are answered by the part written for the purchase concerned, and those that are not will be answered by us, in writing, by reference to this text and to the law that stands behind it.

This is the end of the Refund Policy of BizSensei Digital, Version 2026-10-23, last updated on 23 October 2026. If any part of this document is unclear in its application to a payment you have made, write to info@bizsensei.co.in with the order number and a short description of the payment, and we will identify the governing part and explain its application to your facts.