1. The 30-day Pinky Promise (first month only)
Every new DukaanSethu customer is covered by our 30-day money-back guarantee. If, after 30 days from the day your storefront went live, your DukaanSethu storefront has produced zero new orders, you can request a full refund.
"New order" means: a customer who messages your WhatsApp Business number through DukaanSethu's catalog OR opens your storefront URL AND results in any commercial conversation. We define this generously — if there's been ANY business activity through DukaanSethu, the Pinky Promise applies.
What you get back
- Setup fee: ₹999, fully refunded
- First month subscription: ₹299 / ₹599 / ₹1,499, fully refunded
- Any add-ons billed in the first 30 days (festival drops, photo packs, etc.): fully refunded
How to request it
- Email refunds@dukaansethu.com from the email address associated with your account, with the subject "Pinky Promise refund — [your shop name]"
- Or send "REFUND" via WhatsApp to your support contact
- That's it. No form. No phone tree. We process within 7 working days.
2. After the first 30 days — pro-rated refunds
After the Pinky Promise window expires, cancellations follow standard monthly billing:
- You can cancel any time. The cancellation takes effect at the end of the current billing month.
- We do not automatically pro-rate partial months on cancellation — you keep service through the end of the month you've paid for.
- Annual prepayments: if you cancel mid-year, you can request a pro-rated refund of unused months. We refund (months remaining / 12) × (annual fee paid).
3. What's NOT refundable
- Used WhatsApp broadcast credits — once a broadcast is sent, the credits are consumed by Meta's pricing and can't be reclaimed.
- Custom domain registration fees — domains are registered with a third-party registrar on your behalf; that fee is non-refundable but the domain remains yours.
- Razorpay transaction fees — ~2% per transaction, charged by Razorpay, are non-refundable by them.
- Third-party integration fees — e.g. paid Khatabook plans, are governed by the third party's refund policy.
4. Refund mechanics
- Where it lands: the same UPI ID / bank account you used to pay us. We don't refund to a different account for fraud-prevention reasons (this is RBI guidance to all Payment Aggregators).
- How long: 7 working days from the date we approve the refund. Typically much faster — Razorpay processes most refunds within 24 hours; the rest is bank settlement time.
- How you'll see it: as a separate UPI credit to your account, labelled "DUKAANSETHU REFUND" or similar.
5. Disputed refunds
If a refund we processed doesn't reach you within 7 working days, email refunds@dukaansethu.com with your order ID and transaction reference. We'll trace it via Razorpay and resolve within 3 more working days.
If we deny a refund request you believe should have been approved, escalate to our Grievance Officer. By Indian consumer law, you can also approach the National Consumer Helpline at 1800-11-4000.
6. Refund abuse
We reserve the right to deny refunds in cases of clear abuse: repeated signups + cancellations from the same UPI ID, false claims of "no orders" when our logs show otherwise, or coordinated efforts to extract refunds while continuing to use the service. We use this discretion sparingly — in our entire history, we've denied fewer than 0.5% of refund requests.
7. Service termination by us
If we terminate your account for violation of our Terms of Service (Section 9), we refund the unused portion of your most recent monthly payment but not the setup fee or any add-ons already delivered.
8. Service ceases operating
In the unlikely event that we discontinue DukaanSethu entirely, we will: (a) provide at least 90 days' notice, (b) refund pro-rated unused subscription fees, (c) export all your catalog data to a portable format you can use elsewhere, and (d) leave your WhatsApp Business Catalog and Facebook Page intact on your Meta Business account (since those are yours, not ours).
Contact for refunds
Email: refunds@dukaansethu.com
WhatsApp: reply with "REFUND" to our support number
Grievance Officer: see /grievance for escalation