Refund & Cancellation Policy

REFUND AND CANCELLATION POLICY

1 NATURE OF THE SERVICE

GrowStart AI provides a software-as-a-service (SaaS) platform delivering digitally delivered services. Under Indian law, digital services that are immediately accessible upon subscription are generally not subject to an unconditional right of return. This Policy sets out the limited circumstances in which refunds are available, in compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

1.1.HEX64 InfoSolutions Private Limited ("the Company") operates the GrowStart AI platform ("the Platform") on a subscription basis, offering a Free Plan and paid subscription tiers (Growth Plan at ₹2,199/month and Pro Plan at ₹4,299/month). All Subscription Fees are charged in advance of the billing period to which they relate.

1.2.The Platform provides access to AI-powered marketing tools as a service. Upon the commencement of a billing period, the full suite of Features associated with the User's subscription tier becomes immediately accessible. For this reason, the Company does not offer refunds simply on account of the User choosing not to use the Platform during a period for which they have paid.

1.3.The Company strongly recommends that prospective subscribers make full use of the Free Plan which provides access to all ten or more AI tools with limited usage to evaluate the Platform thoroughly before upgrading to a paid Subscription.

2 SUBSCRIPTION PLANS AND BILLING OVERVIEW

2.1.The following subscription plans are currently available on the Platform:

2.2.All Subscription Fees are exclusive of Goods and Services Tax (GST), which is charged at the applicable rate. Tax invoices compliant with the CGST Act, 2017 will be issued to the User for all paid Subscriptions.

2.3.Payment is processed by Razorpay Software Private Limited ("Razorpay"). The Company does not store payment card or bank account details. All payment processing is subject to Razorpay's terms and conditions and security standards.

2.4.Subscriptions are set to auto-renew monthly. The Subscription Fee for the next billing period is charged automatically to the User's designated payment method on the billing renewal date. Users will be notified of the upcoming renewal by email to their registered email address.

3 REFUND POLICY

3.1.General Rule - No Unconditional Refund Right

There is no unconditional right to a refund for any paid Subscription on the GrowStart AI Platform. Subscriptions are for digital services that become immediately accessible upon payment. The Company does not offer a cooling-off period or a 'money-back guarantee' except in the specific circumstances set out in this Policy.

3.2. Refund Eligibility Matrix

The following table sets out the specific scenarios in which a refund may or may not be available:

3.3.Exceptional Discretionary Refund

In exceptional circumstances not covered by the matrix above, the Company may, at its sole and absolute discretion, offer a partial or full refund, account credit, or extension of the Subscription period as a goodwill gesture. The existence of this discretion does not create any right to a refund in any circumstance not expressly set out in Section 3.2 above. Any discretionary refund offer is communicated in writing and is non-precedential.

4 HOW TO SUBMIT A REFUND REQUEST

4.1. Eligibility Check

Before submitting a refund request, please review the Refund Eligibility Matrix in Section 3.2 to determine whether your situation falls within a qualifying scenario. Requests that do not fall within a qualifying scenario will not be processed as refund claims, though the Company will endeavour to respond to explain the position.

4.2. Submission Requirements

Refund requests must be submitted by email to grievance@growstart.ai with the subject line: "Refund Request - [Your Registered Email]". The email must include:

•the email address registered with your GrowStart AI account;

•the subscription plan to which the refund request relates (Growth or Pro);

•the date of the charge in respect of which the refund is requested;

•the amount charged;

•the Razorpay transaction ID or order ID (available in your payment confirmation email);

•a clear description of the reason for the refund request, referencing the specific qualifying scenario in the Refund Eligibility Matrix;

•supporting evidence where applicable (e.g., screenshots of the outage, duplicate transaction records, or cancellation confirmation).

4.3.Processing Timeline

Upon receipt of a valid refund request:

4.4.Refund Method

Approved refunds will be credited to the original payment method used for the Subscription (i.e., the card or bank account from which the payment was deducted), processed through Razorpay. The Company does not issue refunds by cheque, cash, or alternative payment method. GST amounts collected are refunded only where a valid refund of the underlying Subscription Fee is approved and where permitted by applicable GST law.

4.5.Declined Refund Requests

Where a refund request is declined, the Company will communicate the decision in writing with reasons. The User may escalate a declined request through the grievance mechanism in Section 7 of this Policy if they believe the decision is incorrect.

5 CANCELLATION POLICY

5.1.Right to Cancel

Users on a paid Subscription may cancel their Subscription at any time, without penalty. Cancellation takes effect at the end of the current billing period. The User retains access to all paid Features until the end of the billing period for which the Subscription Fee has been paid.

5.2.How to Cancel - Step by Step

The cancellation process is self-service and can be completed directly from within the Platform:

If you are unable to cancel through the Platform interface, you may request cancellation by email to grievance@growstart.ai with the subject line: "Subscription Cancellation Request [Your Registered Email]". The Company will process the cancellation within 3 business days of receipt and send written confirmation.

5.3. Effect of Cancellation

•The Subscription remains active and all Features remain accessible until the last day of the current billing period.

•No further charges will be made after the current billing period ends.

•At the end of the billing period, the account is automatically downgraded to the Free Plan (₹0/month, 50 AI calls/month, limited Features).

•The User's account and data are not deleted upon cancellation. Data is retained in accordance with the Privacy Policy. The User may delete their account separately through account settings.

•The User may re-subscribe to a paid plan at any time after cancellation.

5.4.No Pro-Rata Refund on Cancellation

Cancellation of a paid Subscription does not entitle the User to a pro-rata refund for any unused portion of the current billing period. The Subscription Fee covers the entire billing month, not the number of days used. The User's access continues until the end of the paid period regardless of when within the month cancellation is processed.

5.5.Cancellation by the Company

The Company may cancel or terminate a User's Subscription in the following circumstances:

•breach of the Terms and Conditions, including violation of the acceptable use provisions;

•non-payment of Subscription Fees following the grace period described in the Terms and Conditions;

•fraudulent or abusive conduct on the Platform;

•a requirement under applicable law or regulatory direction.

Where the Company cancels a Subscription due to the User's breach, no refund of Subscription Fees is due. Where the Company cancels a Subscription for reasons unrelated to the User's breach, the Company will provide a pro-rata refund of Subscription Fees for the unused portion of the billing period.

6 AUTO-RENEWAL AND FAILED PAYMENT PROCEDURES

6.1. Auto-Renewal

Paid Subscriptions auto-renew monthly. By subscribing to a paid plan, the User authorises the Company (through Razorpay) to charge the applicable Subscription Fee to the designated payment method on the renewal date of each billing cycle. The User will receive a renewal reminder by email not less than three (3) days before the renewal date.

6.2.Cancelling Auto-Renewal

To prevent an upcoming auto-renewal charge, the User must cancel the Subscription at least twenty-four (24) hours before the renewal date, using the cancellation process described in Section 5.2. Cancellation requests received after the renewal charge has been processed will not be eligible for a refund of that renewal charge, except in the specific circumstances in the Refund Eligibility Matrix.

6.3.Failed Payments

If a renewal payment fails (due to insufficient funds, expired card, or other payment method issue):

•the Company will notify the User by email and attempt the payment again within three (3) business days;

•if the second attempt fails, the Company may restrict access to paid Features while the payment remains outstanding;

•if payment is not successfully processed within seven (7) calendar days of the original renewal date, the Company reserves the right to downgrade the account to the Free Plan;

•the User may update their payment method through account settings or by contacting Razorpay support.

The Company will not charge additional fees for failed payment attempts. Standard bank or card network fees imposed by the User's financial institution are outside the Company's control.

7 CONSUMER RIGHTS AND GRIEVANCE MECHANISM

7.1. Grievance Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, the Company has designated a Grievance Officer to handle refund disputes and cancellation-related complaints:

8 AMENDMENTS TO THIS POLICY

8.1.The Company reserves the right to amend this Refund and Cancellation Policy at any time. Material changes will be communicated to Users by email and through the Platform. Amendments take effect fourteen (14) days after notification, giving Users the opportunity to cancel before a revised policy takes effect if they find the changes unacceptable.

8.2.The version of this Policy in effect at the time a Subscription Fee is charged governs any refund request in relation to that charge.