Cancellation & Refund Policy

Digital Software Services Delivery Notice

1 Order Cancellation Policy

Customers who place an order or make a plan payment on Portalwale may cancel their service subscription under the following conditions:

• Pre-Deployment Cancellation (Within 7 Days): If you request cancellation within 7 calendar days of payment and before your official custom domain has been registered/transferred and server space provisioned, you are entitled to a 100% full refund.
• Post-Domain Registration Cancellation: If cancellation is requested after a third-party custom top-level domain (.org, .in, .com) has already been booked and registered in your organization’s name with the registrar, the third-party domain registration fee (fixed at ₹1,200 INR) will be deducted, and the remaining plan balance will be promptly refunded to you. The registered domain ownership will be released to your organization.
• Annual Renewal Cancellation: Customers may cancel upcoming annual hosting and software maintenance renewals (₹4,500 INR/year) at any time before the renewal billing cycle date by emailing support@onlinegrowthhub.in.

2 Refund Eligibility & SLA Commitment

You are eligible for a refund in any of the following circumstances:

• Non-Delivery of Service: If the Portalwale technical team fails to provision and deliver your baseline website/portal within 5 business days of receiving complete required organization information.
• Duplicate / Erroneous Billing: In the event of a technical glitch resulting in a double-charge or unintended duplicate transaction, the duplicate amount will be refunded immediately in full without any deductions.
• Plan Downgrade / Correction: If an organization accidentally selects an incorrect tier and requests a correction within 48 hours, the difference in plan pricing will be refunded or adjusted.

Refund Turnaround Time & Method of Settlement

Once your cancellation or refund request is submitted and verified by our billing team:

Strict Original Method Policy: Refunds will only be credited back to the original payment source (e.g. the exact UPI VPA, Debit Card, Credit Card, or Net Banking account from which the payment originated). We do not issue cash refunds or third-party transfers.

4 How to Initiate a Cancellation or Refund Request

To initiate a cancellation or refund request, please provide the following details to our support desk:

1. Transaction ID / Razorpay Payment ID
2. Organization Name & Contact Person Name
3. Registered Email Address and Mobile Number
4. Reason for cancellation or refund request

Billing Support & Grievance Redressal