Refund & Cancellation Policy

1. Overview

Bell24h ("we," "us," or "our"), operated by DIGITEX STUDIO, is committed to customer satisfaction. This Refund & Cancellation Policy outlines the circumstances under which refunds may be issued for various services on our Platform (www.bell24h.com).

This Policy should be read in conjunction with our Terms & Conditions and Privacy Policy.

2. RFQ Posting Services

2.1 Free RFQ Posting

Service: Posting RFQs (Request for Quotations) on Bell24h is FREE for all users.

Refund Applicability: Not applicable. Since the service is free, no refunds are offered for RFQ posting.

Cancellation: You may delete or close your RFQ at any time from your dashboard at no charge.

2.2 Premium RFQ Features

Service: Optional paid features such as "Featured RFQ" (priority listing) or "Extended Reach" (multi-category visibility).

Refund Applicability: Refunds are NOT available for premium RFQ features once the feature has been activated and your RFQ has received visibility.

Exception: If a technical error prevents the feature from functioning as advertised (e.g., Featured RFQ not displayed), contact support@bell24h.com within 48 hours for a full refund.

3. Subscription Plans (Free, Pro, Enterprise)

3.1 Free Plan

Service: Basic access to Bell24h features at no cost.

Refund Applicability: Not applicable (no payment made).

3.2 Pro and Enterprise Plans

Service: Paid subscription plans offering enhanced features (unlimited RFQs, priority support, advanced analytics, etc.).

Billing Cycle: Plans are billed monthly or annually based on your selection.

7-Day Money-Back Guarantee: If you are not satisfied with your Pro or Enterprise plan, you may request a full refund within 7 days of your initial purchase. To qualify:

• Request must be made within 7 calendar days of purchase
• Applies only to NEW subscriptions (not renewals)
• You must not have used more than 50% of plan features (e.g., if your plan includes 100 credits, you must have at least 50 remaining)
• Contact support@bell24h.com with your transaction ID and reason for refund

After 7 Days: Refunds are NOT available. You may cancel your subscription at any time to prevent future renewals, but no refund will be issued for the current billing period.

Cancellation: To cancel your subscription, go to Account Settings > Subscription > Cancel Plan. Your access continues until the end of the current billing period.

4. Credit Purchases

Service: Users can purchase Credits to unlock leads, access premium features, or pay platform fees.

Refund Applicability: Credits are NON-REFUNDABLE once purchased.

Exceptions:

• Duplicate Purchase: If you are charged twice for the same credit purchase due to a payment gateway error, contact support@bell24h.com within 7 days with transaction proof for a refund.
• Unused Credits: Credits are valid for 12 months from purchase date. Expired credits cannot be refunded or reactivated.

5. Escrow Payments (Deal Transactions)

Service: For transactions above ₹50,000, Bell24h offers optional Escrow service where Buyer's payment is held securely until delivery confirmation.

5.1 Successful Delivery

Once the Buyer confirms delivery and satisfaction, escrow funds are released to the Supplier. No refund applies in this case.

5.2 Disputed Transactions

If the Buyer reports issues with delivery or product quality within 48 hours of receipt, a dispute is raised:

• Evidence Required: Buyer must provide photos, videos, or documents proving non-delivery or quality issues
• Mediation: Bell24h reviews evidence from both parties and mediates a resolution (partial refund, replacement, or full refund)
• Timeline: Disputes are resolved within 7-14 business days

5.3 Escrow Fees

Escrow Service Fee (1.5% of transaction value) is NON-REFUNDABLE, even if the deal is cancelled or disputed, as the service (secure payment holding) has been rendered.

5.4 Cancellation Before Delivery

If both Buyer and Supplier mutually agree to cancel the deal BEFORE goods are shipped, a full refund (minus escrow fee and payment gateway charges) is issued to the Buyer.

6. Platform Fees and Commissions

Service: Bell24h charges a service fee/commission on successful deals (% varies by plan and deal value).

Refund Applicability: Platform fees are NON-REFUNDABLE once a deal is marked as "Completed" or "In Progress."

Exception: If you were charged a platform fee in error (e.g., fee applied to a cancelled deal), contact support@bell24h.com with proof for investigation and potential refund.

7. Payment Gateway Charges

Razorpay (our payment gateway) charges processing fees on all transactions (typically 2-3% + GST). These fees are deducted by Razorpay and are NOT controlled by Bell24h. Payment gateway charges are NON-REFUNDABLE.

8. Refund Request Process

To request a refund for eligible services:

1. Contact Support: Email support@bell24h.com with the subject "Refund Request"
2. Provide Details:
   • Your registered email/phone number
   • Transaction ID or order number
   • Date of purchase
   • Reason for refund request
   • Supporting evidence (if applicable, e.g., screenshots of errors)
3. Review Period: Our team will review your request within 3-5 business days
4. Decision Notification: You will receive an email with the refund decision (approved, partial refund, or denied with reason)
5. Refund Processing: If approved, refunds are processed to your original payment method within 7-10 business days

9. Refund Timeline

Once a refund is approved:

• Credit/Debit Card: 7-10 business days (depending on your bank)
• UPI/Net Banking: 5-7 business days
• Wallet (Paytm, PhonePe, etc.): 3-5 business days

If you do not receive your refund within the stated timeline, contact your bank/payment provider first, then reach out to support@bell24h.com with proof of non-receipt.

10. Exceptions and Special Cases

10.1 Promotional Credits

Credits awarded through promotions, referrals, or loyalty programs are NON-REFUNDABLE and have NO cash value. They can only be used within the Platform.

10.2 Account Suspension or Termination

If your account is suspended or terminated due to violation of our Terms & Conditions, no refunds will be issued for purchased credits, subscriptions, or platform fees.

10.3 Technical Issues

If Bell24h experiences a platform outage or technical issue that prevents you from using paid services for more than 24 consecutive hours, you may request a pro-rated refund or credit extension. Contact support@bell24h.com with the date and time of the outage.

11. Changes to This Policy

Bell24h reserves the right to modify this Refund & Cancellation Policy at any time. Updated policies will be posted on this page with a revised "Last Updated" date. Material changes will be communicated via email.

12. Contact Information

For refund inquiries, disputes, or questions about this policy, please contact: