Refund & Cancellation Policy

Memberships

During a free trial

Cancel before the 7-day trial ends and you are never charged, so there is nothing to refund. You keep access until the trial’s last day.

If a first charge lands because you meant to cancel and did not, tell us within 7 days and we will refund it, provided you have not made significant use of the paid features since. We would rather do that than keep money from someone who forgot to cancel.

Cancelling

You can cancel a paid plan at any time from Settings → Plan & billing. No email required, no retention call.

Cancelling stops the next payment. It does not refund the period you are in, and you keep full access until that period ends — you have paid for those days and they remain yours. After that you move to the free tier. Your data is not deleted when a membership ends.

We do not offer partial or pro-rated refunds for unused time within a billing period, for either monthly or yearly plans.

Changing your plan

• Upgrading charges the new plan’s price immediately and starts the higher tier straight away. The days remaining on your old plan are credited by delaying your next billing date, not refunded in cash.
• Downgrading charges nothing today. You stay on your current tier until the paid period ends, and the lower price applies from then. There is nothing to refund because nothing extra was taken.

The ₹5 you may see when setting up a mandate

When a payment mandate is created without collecting anything immediately — which happens when you downgrade — Razorpay may debit a nominal amount, usually ₹5, to verify the mandate is valid. Razorpay refunds this automatically. It is a verification step by the payment gateway, not a charge from us, and it typically reverses within a few working days. If it has not returned within seven working days, tell us and we will chase it.

When we will refund a membership payment

We refund in full, promptly, if:

• you were charged twice for the same period;
• you were charged after cancelling;
• a technical fault on our side meant you could not use what you paid for, and we could not put it right in reasonable time;
• you were charged on an account you did not authorise — tell us immediately and we will refund and help you secure it.

If you subscribed by genuine mistake — the wrong plan, or the wrong billing cycle — write to us within 7 days of the charge and before you have made significant use of the paid features, and we will normally refund it. We would rather do that than have you feel tricked.

Free months and referral rewards

Complimentary access from referrals or promotions has no cash value and is not refundable or exchangeable.

Shop orders

Cancelling before dispatch

You can cancel an order any time before it is dispatched for a full refund, including delivery charges. Email support@couplesathi.app with your order number as soon as you can — once a parcel is handed to the courier we can no longer stop it, and it falls under returns instead.

Damaged, defective or wrong items

If something arrives damaged, faulty, or is not what you ordered, tell us within 7 days of delivery with photographs of the item and its packaging. We will replace it or refund it in full, including delivery charges, and we pay for the return. This is in addition to your rights under the Consumer Protection Act, 2019.

Please open your parcel and check the contents within those 7 days — later reports are much harder for us to take up with the courier.

Changed your mind

Return an unused item in its original, undamaged packaging within 7 days of delivery and we will refund the price of the item. Return postage is yours to pay in this case, and the original delivery charge is not refunded.

What cannot be returned

• Personalised and made-to-order items — anything printed, engraved or written with your names, dates or photographs, and custom love songs made as referral gifts — once production has begun. They cannot be resold to anyone else. We will confirm details with you before starting.
• Items returned used, washed, damaged, or without their original packaging.
• Items reported after the 7-day window, except where the law gives you longer.

Failed deliveries

If a parcel comes back to us because the address was incomplete or nobody was available after the courier’s attempts, we will refund the item price but not the delivery charge, or resend it once you cover delivery again. See the Shipping & Delivery Policy.

How to request a refund

1. Email support@couplesathi.app from the address on your account.
2. Include your order number (for shop orders) or the date and amount of the charge (for memberships), and what went wrong. Photographs for anything damaged.
3. We reply within 72 hours and tell you either that it is approved, or exactly why not.
4. Approved refunds are initiated within 3 working days.

You can also raise this from inside the app at Settings → Support, which creates a tracked ticket you can follow.

How refunds are paid

Refunds go back to the original payment method through Razorpay. We cannot redirect a refund to a different card, account or UPI ID — that restriction protects you as much as us.

Once we initiate it, the money typically appears within 5–7 working days, though the exact timing is set by your bank or card issuer rather than by us. We will give you the refund reference so you can quote it to your bank if it is slow.

We do not charge a processing fee on refunds, and we do not issue refunds as store credit unless you ask us to.

If you disagree with our decision

Reply to us and say so — most disputes are a misunderstanding and are resolved in one exchange. If we still cannot agree, you may escalate to our Grievance Officer (named in our Terms of Service), and beyond that to the National Consumer Helpline or a Consumer Disputes Redressal Commission. Raising a chargeback with your bank without contacting us first usually takes longer than simply asking us.