Refund Policy | SplitMitra

Summary: purchases are non-refundable

SplitMitra is a Software-as-a-Service (SaaS) platform. All purchases, including subscriptions, credit packs and Trip Passes, are non-refundable once processed. Duplicate or failed charges are always refunded (section 05). Read the full policy below for what this means for your purchase type.

Why We Have a No-Refund Policy

SplitMitra is a digital service, not a physical product. The moment you subscribe or purchase a credit pack, our servers immediately grant you access to features, quota capacity, and computing resources. Unlike a physical good, a digital service cannot be “returned” once it has been consumed or made available to you.

This policy is standard practice for SaaS platforms worldwide and is necessary for us to continue operating the service sustainably for all users.

Subscriptions

Subscription plans (Starter, Pro, Elite) are billed on a recurring monthly or annual cycle through Razorpay.

No refunds for the current billing period. Once a billing cycle begins and your payment is processed, we do not issue refunds for that period, regardless of how much of its quota you have used.
Self-service cancellation. You can cancel your subscription at any time from your Plan Management page. Cancellation stops future charges immediately.
Cancellation is effective at end of period. When you cancel, you retain full access to your current tier’s features until the end of your current billing period. No refund is issued for the remaining days.
No refunds for unused quota. Unused AI generations, plan slots, or other quota allowances from the current period have no cash value and are not refunded.
Downgrades. Switching to a lower tier (e.g., Pro → Starter) takes effect at the next billing date. No partial refund is issued for the higher-tier days remaining.

If you need help with cancellation, contact us at support@splitmitra.com.

Credit Packs and Trip Pass

Credit packs (AI Packs) and the Trip Pass (Premium for one plan for the period shown when you buy it) are one-time purchases processed as individual Razorpay Orders. Everything in this section applies to both, except that a Trip Pass ends when its period is over instead of carrying a balance.

All credit pack purchases are final and non-refundable. Credits are added to your account balance immediately upon successful payment.
Credits never expire. Unused credit balances remain in your account indefinitely regardless of your subscription tier. They are not lost if you downgrade or cancel.
Credits are non-transferable. Credit balances cannot be moved to another user account or converted to cash or subscription credit.
Accidental purchases. If you purchased a credit pack by mistake and have not yet used any of the granted credits, contact our support team within 24 hours and we will review the request at our sole discretion. We cannot guarantee a refund in this case.

Free Tier

The Free tier is provided at no cost and is not subject to any payment or refund considerations. If you are on the Free tier and purchase a credit pack, the credit pack refund policy in Section 3 applies.

Failed or Duplicate Payments

If you are charged but your subscription was not activated, or if you were charged more than once for the same order due to a technical error on our end or Razorpay’s end, you are entitled to a full refund of the duplicate or erroneous charge. This is not a discretionary refund; it is a correction of a billing error.

To report a failed or duplicate payment, email support@splitmitra.com with your Razorpay Order ID or Payment ID and we will resolve it within 3 business days.

Service Outages and Downtime

We strive for high availability. In the event of a significant, prolonged service outage (defined as more than 24 consecutive hours of complete inaccessibility), we may, at our sole discretion, offer a pro-rated credit to affected users. Such credits would be applied to your next billing cycle and cannot be converted to cash.

Planned maintenance windows, brief interruptions, or degraded performance of individual features (e.g., AI generation being slower than usual) do not qualify for compensation under this provision.

Account Termination by SplitMitra

If your account is suspended or terminated by SplitMitra due to a violation of our Terms of Service (e.g., fraud, abuse, violation of acceptable use rules), no refund will be issued for any remaining subscription period or unused credit pack balance.

Chargebacks

If you initiate a chargeback or payment dispute with your bank or card issuer without first contacting SplitMitra support, we reserve the right to immediately suspend your account pending resolution of the dispute. We will provide all relevant transaction records to Razorpay and your bank to contest illegitimate chargebacks.

If you have a genuine billing concern, please contact us first. We resolve legitimate issues quickly and amicably.

Consumer Rights (India)

Nothing in this policy limits your rights under the Consumer Protection Act, 2019 (India) or any other applicable law. If you believe you have been charged incorrectly or in violation of applicable consumer protection law, you retain the right to seek redress through the appropriate consumer forum.

Contact and Refund Requests

To raise a refund request or billing question:

Email: support@splitmitra.com
Include your registered email address and the Razorpay Order ID or Payment ID.
We respond within 2 business days.

All approved exceptions (e.g., duplicate charge corrections) will be processed back to your original payment method within 5–7 business days, subject to Razorpay’s and your bank’s processing times.