Refund & Cancellation Policy

1. TurfWise plans and message credit

TurfWise plans are one-time purchases for 3, 6 or 12 months. Prices are shown before GST and GST is added when you pay. A plan does not renew by itself. We never charge you again unless you choose to renew.

Plan fees and message credits are paid in advance and are non-refundable. We do not refund:

• unused time left on a plan, including when you stop using TurfWise or close your account;
• unused message credit (it stays on your account and has no cash value);
• a move to a smaller plan (it starts straight away and the difference is not refunded);
• a purchase because you changed your mind or bought the wrong plan or length;
• fees for periods when you did not use the Service.

Because plans do not auto-renew, "cancelling" simply means not renewing. The plan keeps running until the end of the period you paid for. If we ever offer a plan that renews, cancelling will stop the next renewal, and the period already paid for will run to its end.

Taking the plan means you accept this policy. It is shown before you pay.

2. When we do refund

We refund a plan fee or message credit in these cases:

• Duplicate or wrong charge: you were charged twice for the same purchase, or charged an amount that is not what was shown;
• Unauthorised payment: a payment was made on your account or card without your permission, and you tell us promptly;
• Service not provided: you paid but TurfWise did not give you the plan or credit you paid for, and we could not fix it within a reasonable time.

We may also refund at our own discretion in other cases, and we will refund where the law requires it. A refund in one case does not mean we will refund in a similar case.

To ask, write to support@turfwise.in and include: the email on your account, the payment reference or invoice number, the date and amount, and what went wrong. Please write within 30 days of the payment, or as soon as you notice the problem. [Owner and lawyer: confirm the 30-day request window.]

We will reply to say whether the request is accepted. If you disagree, use the Grievance Redressal page.

3. How an approved refund is paid

An approved refund goes back to the original payment method through Razorpay. When we approve it we tell you the expected time. Banks and card networks can take extra days that we do not control.

We issue a credit note against the tax invoice we gave you for the plan or credit, for the amount refunded. A refund may be for part of a payment, and for credit we refund only the part that has not been used.

If a refund is not possible to the original payment method, we will agree another way with you.

4. Chargebacks

If you dispute a payment with your bank without first contacting us, we may pause your account while the dispute is open, and we may give the bank the records of your purchase and use. Please write to us first. We will do our best to fix a real problem quickly.

5. Turf bookings made through TurfWise

TurfWise is software. The turf, not TurfWise, is the business that sells you the slot. Cancellation, rescheduling and refund rules for a booking are set by the turf, and the turf is responsible for them. They are shown on the booking page or in your confirmation, or you can ask the turf.

A turf may keep a cancellation fee if its rules say so and it told you before you paid. The turf then issues a credit note for the rest, and what you paid beyond the fee is either returned to you or kept for you as credit with that turf.

Online booking payments go straight to the turf's own Razorpay account. TurfWise does not hold that money and cannot refund it. Where a turf refunds an online payment, it goes back to the original payment method through Razorpay. Cash payments are returned by the turf.

If a payment was taken and you have no confirmed booking, contact the turf first with the payment reference. If it is not solved, write to our Grievance Officer through the Grievance Redressal page and we will help find out what happened, but we cannot refund money that the turf received.

Turfs must follow the consumer and e-commerce laws that apply to them. Nothing here takes away a customer's rights under those laws.

6. Contact

Refund requests for plans: support@turfwise.in. Complaints: Grievance Officer at [Grievance Officer email]. See also our Contact page.