Policy
This policy explains how cancellations and refunds are handled for Retention Engine subscriptions, onboarding, and implementation services.
Retention Engine is a software and implementation service. After successful payment, we contact the customer by email and phone to start onboarding and integration.
Because the service includes planning, configuration, and implementation effort, refund eligibility depends on the stage of onboarding and usage.
If you request cancellation before onboarding, configuration, or implementation work has started, we may issue a full or partial refund after deducting payment gateway charges or any non-recoverable processing costs.
Once onboarding, setup, integration, automation configuration, or support work has started, fees are generally non-refundable for the active billing period.
If there is a duplicate payment or a clear billing error, contact us with the order ID and payment details so we can review and resolve it.
Customers may request cancellation for future billing periods by contacting us before the next renewal date.
Cancellation stops future service renewal. It does not automatically refund amounts already paid for an active or completed service period.
Approved refunds are initiated to the original payment method where possible. Bank, card, UPI, wallet, and payment gateway timelines may vary.
Refund processing may take 5 to 10 business days after approval, depending on the payment provider and banking network.
To request cancellation or a refund review, contact us through the Contact page with your name, email, phone number, order ID, payment date, and reason for the request.