Legal

Refund Policy

Last updated: 11 September 2026 (v1)

This page explains when a payment to Surpriseflix can be refunded.

DRAFT — REQUIRES LEGAL & BUSINESS REVIEW. No refund policy previously existed for this product. The specific terms below (the refund window and eligibility rules) are marked as placeholders rather than invented — they need a real decision from the founder, since they're a business policy, not something derivable from the code. This page exists so the Terms of Service and Razorpay's own KYC requirement have somewhere to point, not as a final policy.

1. What you're paying for

Surpriseflix plans are one-time payments (not a recurring subscription) that grant a fixed window of access to a personalized “Surprise” experience you build:

One Surprise — ₹199, 30 days of access.
Bigger Surprise — ₹299, 30 days of access.

2. Refund eligibility

[CONFIRM REFUND WINDOW AND ELIGIBILITY — e.g. full refund within 24–48 hours of payment if the Surprise has not yet been shared/viewed by its recipient; no refund once shared, since the access window has been substantively used; or a different rule the founder chooses].

Refunds are not available for: [CONFIRM — e.g. change of mind after the Surprise has been shared, disputes over content the creator uploaded themselves, or accounts found to violate the Terms of Service].

3. How to request a refund

Contact us at [CONFIRM SUPPORT/GRIEVANCE EMAIL — see Privacy Notice Section 16] with your payment details (the email used to pay, and the approximate date/amount). You can also use our data-rights request form for a related question about your payment data.

4. How refunds are processed

Approved refunds are processed through Razorpay back to your original payment method. Razorpay's own processing time applies (typically 5–7 business days, but this is set by Razorpay and your bank/card issuer, not by us).

Current technical behavior: a refund issued through Razorpay is recorded in our system (via the refund.processed webhook), but access to your Surprise is not automatically revoked when a refund is issued — this is handled manually on a case-by-case basis today, not by an automated process. [CONFIRM whether this should change before this policy is finalized publicly].

5. Failed or duplicate payments

If you were charged but never received access (e.g. a payment succeeded but the app shows no record of it), contact us with your payment reference and we'll investigate and correct it — this is a service error, not a change-of-mind refund, and isn't subject to the eligibility window in Section 2.

6. Changes to this policy

We may update this policy from time to time; the “Last updated” date above will change accordingly. This policy does not affect refund requests already submitted under an earlier version.

7. Contact

See our Privacy Notice for full contact details, or use our data-rights request form.