Refund & Cancellation Policy

VeiloScan E-Shop is provided by Advika Innovate. This policy covers two different things:

• Seller plans — the subscription a store owner pays VeiloScan for to use E-Shop and the Seller Panel.
• Marketplace orders — products customers buy from independent local stores listed on VeiloScan. The store is the seller, so the store handles returns and refunds for its products.

• Free plans have no charge, so there is nothing to refund.
• Paid plans start with a free trial. Use it to set up your store and try the features before you commit. See Pricing for current plans.
• Plan payments are processed securely by Razorpay. Every payment has an invoice you can see in your Seller Panel under Subscription.
• Plan fees are charged per billing period (monthly or yearly) and are not usage-based.

• You can cancel a paid plan at any time. It stays active until the end of the billing period you have already paid for, and you are not charged again.
• Cancelling does not refund the rest of the current billing period, except in the cases listed under “When plan payments are refunded”.
• Your store, products and records are not deleted when a plan ends. You can move to a free plan or buy a plan again later.

• You can upgrade or downgrade from the Pricing page or your Seller Panel. The change takes effect immediately.
• If you are on a free trial, switching plans keeps your original trial end date — it does not start a new trial.
• Before a downgrade, we tell you if you are using more than the smaller plan allows (for example, stores or products) so you can adjust first.
• Switching plans does not create a refund for the plan you are leaving.

We refund a plan payment in full when:

• You were charged more than once for the same plan and period (a duplicate payment).
• You were charged the wrong amount, or for a plan you didn't buy.
• Money left your account but the payment failed and your plan was not activated.
• You were charged after your cancellation had already taken effect.

Outside these cases, fees for a billing period that has started are not refundable. If something exceptional has happened, write to us anyway — we review every request individually.

• Products on the marketplace are sold by independent local stores. Each store sets its own return, replacement and refund terms, and is responsible for them.
• Most orders are collected from the store and paid at pickup. Please check your items at the counter — it is the easiest time to sort out a problem.
• To cancel an order, contact the store before it is ready for pickup. If you haven't paid, nothing is charged.
• If you paid online, the refund is issued by the store through its own payment provider.
• Credit (udhaar) given by a store is an arrangement between you and that store.

If a store doesn't respond or you can't resolve an issue with it, contact us with your order details and we'll help you reach a resolution.

Email support@veiloscan.com from the email address on your account, within 30 days of the charge, with:

• Your store name and the email or phone number you registered with.
• The invoice number or Razorpay payment ID, the amount and the date.
• What went wrong — for example, a duplicate charge — and a screenshot if you have one.

For a marketplace order, include the store name, order number and what you received.

• We reply to refund requests within 2 working days.
• Approved plan refunds go back to the original payment method through Razorpay. Banks usually take 5–7 working days to show the money in your account.
• Refunds for marketplace orders follow the store's timeline and payment provider.

Questions about this policy or a charge? We're happy to help.

We may update this policy from time to time. Changes apply from the date shown at the top of this page.