Refund Policy

This Refund, Cancellation & Payment Dispute Policy ("Policy") governs all payments made for Rivako, a digital software product owned and operated by Virtukart Technology Pvt Limited ("Virtukart", "Company", "we", "us", or "our"), with its registered office at 1st Floor, HQ Dwara Pride, Madhapur, Hyderabad, India.

By initiating or completing any payment on Rivako, you ("User") acknowledge that you have read, understood, and agreed to be bound by this Policy, in addition to our Terms of Service and Privacy Policy.

1.1 Plans and billing cycles

Rivako offers subscription plans as described on our Pricing page, which may include:

• Free Starter plan (no payment required)
• Paid plans billed monthly or annually
• Custom or enterprise arrangements agreed in writing

1.2 Digital service delivery

All paid plans provide access to digital software services, platform features, automation tools, and infrastructure upon successful payment or trial activation. Rivako does not sell physical goods.

1.3 Trials and renewals

We may offer a free trial period on paid plans as described on the Pricing page. After a trial, you must subscribe to continue paid features. Subscriptions renew automatically according to the billing cycle you select unless cancelled before the renewal date.

We offer a 7-day money-back guarantee on all new paid subscriptions, as stated on our Pricing page.

If you are not satisfied with Rivako, contact us within 7 days of your first paid subscription charge and we will refund that payment. This guarantee applies to your initial paid subscription for a plan, not to renewal charges or subsequent plan changes.

To request a refund under this guarantee, email support@virtukart.com from your registered account email with your transaction details.

Except as provided in Section 2 (7-day guarantee) or Section 4 (exceptional cases), all payments are final, non-cancelable, and non-refundable.

Refunds will generally not be issued for:

• Requests made after the 7-day money-back guarantee window
• Partial usage or non-usage of any plan
• Early termination or voluntary account closure
• Dissatisfaction with features, results, or business outcomes
• Changes to third-party platform policies (e.g., Meta or Instagram API restrictions)
• Suspension or termination due to Terms of Service violations
• Account inactivity or failure to cancel before renewal
• Price or feature changes during an active billing period
• Renewal charges on existing subscriptions

We may, at our sole discretion, consider refunds outside the 7-day guarantee only in these limited cases:

• Payment was deducted but paid access was not granted
• Duplicate payment for the same plan and billing period
• Proven technical billing error attributable to our systems
• Prolonged, platform-wide outage that makes Rivako materially unusable

For annual plans, any approved exceptional refund may be pro-rated for the unused portion of the term, or denied where a material portion of the period has already elapsed.

Refund requests must be submitted in writing to:

support@virtukart.com

Your request should include:

• Registered account email
• Transaction or invoice ID
• Plan name and billing cycle (monthly or annual)
• Date of payment
• Reason for the request and any supporting evidence

Requests under the 7-day guarantee must be received within 7 days of the initial paid charge. Exceptional refund requests should be raised within 48 hours of the transaction where possible.

All refund requests are reviewed internally. We may:

• Accept or reject any request
• Determine eligibility and refund amount
• Deduct applicable taxes or payment gateway fees where permitted

Our decision on refund requests is final, subject to your rights under applicable consumer protection law.

Approved refunds are processed to the original payment method. Processing typically takes 7 to 14 business days, depending on:

• Payment gateway processing times
• Bank or card issuer timelines
• Regulatory or compliance checks

Access to paid features may be revoked once a refund is initiated or completed.

Applicable taxes (such as GST), payment gateway charges, or transaction fees may be deducted from refunded amounts or treated as non-refundable, as permitted by law and payment provider rules.

Please contact support@virtukart.com before initiating a chargeback or payment reversal with your bank or card issuer.

Unauthorized or fraudulent chargebacks may constitute a breach of our Terms of Service. We reserve the right to:

• Suspend or terminate your account immediately
• Contest chargebacks with payment providers
• Recover associated administrative costs where permitted by law

You may cancel your subscription at any time through account settings or by contacting support. Cancellation stops future renewals but does not automatically entitle you to a refund for the current billing period, except where the 7-day guarantee or Section 4 applies.

Downgrades take effect at the next billing cycle as described on our Pricing page. Upgrades may take effect immediately and may be charged on a pro-rated basis.

To the maximum extent permitted under Indian law, our total liability relating to any refund or payment dispute shall not exceed the amount you paid for the specific plan period in dispute.

We are not liable for indirect, incidental, or consequential losses arising from payment or refund matters.

This Policy is governed by the laws of India. Courts at Hyderabad, Telangana shall have exclusive jurisdiction over disputes relating to this Policy, subject to the arbitration provisions in our Terms of Service where applicable.

We may update this Policy from time to time. Material changes will be posted on this page with an updated "Last updated" date. Continued use of Rivako after changes take effect constitutes acceptance of the revised Policy.

For refund, billing, or payment questions:

• Company: Virtukart Technology Pvt Limited
• Product: Rivako
• Address: 1st Floor, HQ Dwara Pride, Madhapur, Hyderabad, India
• Support: support@virtukart.com
• Website: rivako.app