Refund & Cancellation Policy

This policy explains how cancellations and refunds work for Vernacia subscription plans and one-time credit purchases. It supplements our Terms of Service — where the two documents differ on payment matters, this policy governs.

You can cancel a paid plan at any time from Settings → Billing in your account, or by emailing [email protected]. Cancellation stops future billing but does not end your access immediately — you keep full access to your current plan until the end of the billing period you have already paid for. We do not prorate or refund the unused portion of a billing period when you cancel voluntarily.

Monthly and annual subscription fees, once charged, are non-refundable except in the specific circumstances listed in this policy or where required by applicable law (including India's Consumer Protection Act and equivalent consumer protection laws in your country). This reflects that plan access, page-translation credits, and API usage are made available to you immediately on payment.

New accounts on eligible plans receive a free trial period with a limited page-credit allowance, disclosed on the Pricing page at signup. No payment is collected during the trial. If you do not upgrade before the trial ends, your account reverts to the free tier automatically — you will never be charged without first entering payment details and confirming a paid plan.

Additional page-translation credits purchased outside your subscription ("top-ups") are billed immediately and are non-refundable once any portion of the purchased credits has been used to process a translation job. An unused top-up purchase may be refunded if requested within 7 days of purchase, provided none of the credits have been consumed.

If our payment processor (Razorpay or Stripe) charges you more than once for the same order, or a payment is deducted from your account but the corresponding plan or credits are not activated within a reasonable time, contact [email protected] with your payment reference. We investigate and, once confirmed, initiate a full refund of the duplicate or failed charge — this is not subject to the general non-refundable policy above.

We may issue a full or partial refund at our discretion where:

• A sustained service outage materially prevented you from using paid features you were billed for (see our status page for incident history)
• We made a billing error — wrong plan, wrong amount, or wrong currency charged
• A subscription was cancelled by us for reasons unrelated to a breach of our Terms of Service

Enterprise customers with a signed order form or master services agreement are governed by the refund and cancellation terms in that agreement where they conflict with this page. Contact [email protected] for questions about an existing enterprise contract.

Approved refunds are issued to the original payment method used for the charge. Processing time depends on your payment provider and bank:

• Cards and UPI via Razorpay: typically 5–7 business days to reflect on your statement after we initiate the refund
• Cards via Stripe: typically 5–10 business days

We initiate approved refunds within 2 business days of confirming eligibility; the ranges above are the time your bank or card issuer takes after that.

For domestic (India) customers, refunds are processed net of applicable GST (CGST+SGST or IGST, depending on your billing state) per standard tax practice. For international customers billed under our zero-rated LUT export treatment, no GST applies to the original charge or its refund.

Email [email protected] or use our contact form with your account email and the invoice or payment reference. We respond to refund requests within 2 business days.

Please contact us before raising a chargeback with your bank or card issuer — most billing issues can be resolved faster directly with our support team. If a chargeback is filed, we will respond with the transaction and usage evidence available to us through our payment processors.

We may update this policy from time to time. Material changes will be reflected in the "Last updated" date above and, where they affect an active subscription, communicated by email at least 30 days before taking effect.

Questions about this policy? Contact us at [email protected] or through our contact form.

Vernacia is a product of CloudServe Digital, a division of CloudServe Infotech (RAMSIO CLOUDSERVE INFOTECH PRIVATE LIMITED).
CIN: U62091KA2025PTC210162 · GST: 29AAPCR1639E1Z3
#36, WeWork Prestige Central, Infantry Road,
Mahatma Gandhi Road, Bengaluru – 560001, Karnataka, India
Tel: +91-9110618988