Refund & Cancellation Policy

1. Scope of this policy

This Refund & Cancellation Policy covers two distinct scenarios:

1. Mercemur subscriptions -- fees paid by merchants to Zemuria Technologies Private Limited for access to the Mercemur platform.
2. Merchant store transactions -- purchases made by end customers on merchant-operated stores powered by Mercemur.

Sections 2-4 apply to Mercemur subscriptions. Section 5 addresses merchant transactions.

2. Mercemur subscription cancellation

You may cancel your Mercemur subscription at any time from the admin dashboard (Settings → Billing → Cancel Subscription) or by contacting [email protected].

On cancellation:

• Your subscription remains active until the end of the current billing period.
• You will not be charged for subsequent billing periods.
• After the billing period ends, your store will be suspended and you will have 30 days to export your data before permanent deletion.

3. Subscription refund eligibility

We offer refunds on Mercemur subscriptions in these situations:

• 7-day cooling-off period: If you cancel within 7 days of your first paid subscription charge and have not used the Service meaningfully (fewer than 10 orders processed, no storefront published live), you are entitled to a full refund.
• Platform failure: If a documented Mercemur outage or bug caused measurable financial loss during a billing cycle, we will issue a pro-rated credit or refund at our discretion after investigation.
• Duplicate or erroneous charges: We refund duplicate charges or charges made in error within 14 days of discovery.

Refunds are processed to the original payment method within 7-10 business days of approval.

4. Non-refundable items

The following are not eligible for refunds:

• Partial-month usage after the 7-day cooling-off period.
• Annual subscriptions past 7 days (we do offer pro-rated credits for downgrades).
• Usage-based charges consumed by third-party services (payment processor fees, shipping label costs) -- these are billed directly by the provider, not by Mercemur, and refund eligibility is governed by the provider's policy.
• Custom development, migration, or onboarding services once work has commenced, unless otherwise agreed in writing.
• Accounts terminated by Mercemur for violation of the Terms of Service.

5. Merchant transaction refunds (orders from customers)

Important:Mercemur is a platform provider. When a customer purchases a product from a merchant's store, the merchant is the merchant of record -- not Mercemur. Refunds, returns, and cancellations for those purchases are governed by the individual merchant's own refund policy.

If you are a customer who purchased from a merchant store and need a refund:

• Contact the merchant directly using the contact information on their store.
• The merchant is responsible for processing the refund through their payment provider (Stripe, Razorpay, etc.).
• Mercemur does not have the authority to issue refunds on behalf of merchants.

Merchants are contractually required to publish their own refund policy on their storefront and to honor it fairly. If you believe a merchant has violated their own policy or engaged in fraudulent conduct, you may report it to [email protected] and we will investigate.

6. How to request a refund

For Mercemur subscription refunds:

1. Email [email protected] from the email address on the account.
2. Include your account email, the invoice or transaction ID, and the reason for the refund request.
3. We acknowledge receipt within 2 business days and aim to decide within 7 business days.

7. Disputes

If you disagree with our refund decision, you may escalate to our support team. If the matter remains unresolved, disputes are governed by our Terms of Service, which specifies the governing law and jurisdiction.

8. Contact

Questions about this policy? Contact [email protected] or write to our registered office: