Refund & Cancellation Policy

01 Overview

This Refund & Cancellation Policy (“Policy”) applies to all purchases, subscriptions, and paid services made available by SSR FINTECH DIGITAL INDIA E-SERVICES PRIVATE LIMITED, operating under the brand name PROEXUX (“PROEXUX”, “We”, “Us”, or “Our”), through the PROEXUX website, applications, dashboard and related services (collectively, the “Platform”).

By purchasing, subscribing to, or accessing any paid feature, plan, or service on the Platform, you (“User”, “You”, or “Your”) acknowledge that you have read, understood, and agreed to this Policy, along with our Terms of Service and Privacy Policy.

02 Definitions

• “Plan” means any paid subscription tier, package, or one-time paid service offered on PROEXUX.
• “Subscription” means a recurring paid Plan that renews automatically unless cancelled.
• “Order” means a confirmed purchase or subscription transaction on the Platform.
• “Transaction ID” means the unique identifier generated by PROEXUX or the applicable payment gateway for an Order.
• “Billing Cycle” means the recurring period (e.g., monthly or yearly) applicable to a Subscription.
• “Eligible Refund” means a refund that meets the criteria set out in this Policy.

03 Cancellation Policy

3.1 Subscription Cancellation

• You may cancel your Subscription at any time from your PROEXUX account settings or by contacting support.
• Cancellation takes effect at the end of the current Billing Cycle. You will continue to have access to paid features until the end of the period already paid for.
• You will not be charged for the next Billing Cycle after cancellation.
• Cancellation does not automatically trigger a refund of the current period's fees, unless otherwise stated in this Policy.

3.2 Auto-Renewal

• Unless cancelled before the renewal date, Subscriptions auto-renew for the same Billing Cycle.
• You are responsible for cancelling before the renewal date if you do not wish to be charged again.
• Auto-renewal charges are made through the same payment method used for the original Order, where supported.

3.3 Cancellation by PROEXUX

• PROEXUX may suspend or cancel access to a Plan if required by law, for security reasons, or if the account violates our Terms of Service or applicable policies.
• Where cancellation is initiated by PROEXUX for reasons other than User violation, a proportionate refund may be considered at our sole discretion.

04 Refund Eligibility

Refunds are considered on a case-by-case basis and are limited to the situations described below. PROEXUX reserves the right to verify the facts of each request before deciding.

4.1 Eligible Refund Scenarios

• Duplicate Payment — You were charged more than once for the same Order due to a technical error.
• Failed Transaction — The amount was debited but the Order was not successfully created or the paid feature was not activated.
• Unauthorized Transaction — An Order was created without your authorization, subject to verification (see Section 9).
• Service Not Delivered — You paid for a specific paid service but PROEXUX could not deliver the promised feature, and no alternative remedy was provided.
• Billing Error — A renewal was charged after you properly cancelled the Subscription (subject to verification).
• Cooling-off (where applicable) — Where required by applicable law, a limited cooling-off window may apply to certain first-time purchases. This does not apply to digital deliverables that have already been provided or accessed.

4.2 Eligibility Conditions

• The refund request must be raised within 7 days of the transaction date, unless a longer period is required by applicable law.
• You must provide the Transaction ID, registered email address, registered mobile number, and a clear description of the issue.
• You must reasonably cooperate with our verification process, including providing supporting documents where requested.
• The transaction must not fall under any category listed in Section 5 (Non-Refundable Items).

05 Non-Refundable Items

The following categories are generally non-refundable, unless required otherwise by applicable law or applicable payment-network rules:

• Subscription fees for a Billing Cycle that has already commenced, where access has been provided.
• Digital goods, downloadable content, AI credits, templates, or similar assets that have been consumed, downloaded, or accessed.
• Third-party services, add-ons, or integrations purchased on your behalf and already delivered.
• Fees for processing, verification, or services already completed by PROEXUX.
• Amounts already settled to Creators, Sellers, or third-party vendors through the Platform, subject to any applicable hold or dispute process.
• Accounts suspended or terminated for violation of our Terms of Service, prohibited use, or fraud.
• Any charge where the User has initiated a chargeback without first contacting PROEXUX support.

06 How To Request a Refund

To request a refund, please follow the steps below. Incomplete requests may delay processing.

Information to include

• Full Name
• Registered Email Address
• Registered Mobile Number
• Transaction ID / Order ID
• Date and amount of the transaction
• Reason for the refund request
• Supporting documents (screenshots, bank statement entry, etc.)

07 Processing Timelines

The table below provides indicative timelines. Actual timelines may vary based on the payment method, gateway, and applicable banking processes.

08 Refund Method

• Where possible, refunds will be processed to the original payment method used for the Order.
• If the original payment method is unavailable, PROEXUX may offer an alternative method subject to verification and applicable rules.
• Refunds are made in the same currency as the original transaction, unless otherwise required.
• Any banking, gateway, or currency-conversion charges levied by third parties are outside the scope of PROEXUX and may be deducted from the refunded amount where permitted.

09 Chargebacks & Disputes

• We encourage Users to contact support@proexux.com before initiating a chargeback or dispute with their bank or payment provider.
• Initiating a chargeback without prior contact may result in temporary suspension of the account while the matter is investigated.
• If a chargeback is raised, PROEXUX will cooperate with the payment provider and may submit evidence, including transaction records and platform activity, to contest fraudulent or unjustified disputes.
• If a chargeback is lost, PROEXUX may suspend or terminate the account and may recover the disputed amount, along with any applicable fees, where permitted by law.

Unauthorized Transactions

• If you believe a transaction was made without your authorization, notify us immediately with supporting information.
• We may temporarily block the account to prevent further misuse while the issue is investigated.

10 Failed & Duplicate Transactions

• If an amount is debited but the Order is not confirmed, the amount is typically auto-reversed by the payment provider within 5 – 7 business days.
• If the auto-reversal does not occur, please contact us with the Transaction ID and a copy of your bank statement showing the debit.
• Duplicate charges for a single Order are eligible for refund after verification.

11 Creator Payouts & Third-Party Amounts

• PROEXUX facilitates payments between Users and Creators/Sellers. Amounts already paid out to a Creator/Seller may not be reversible by PROEXUX.
• If a User raises a valid dispute against a Creator/Seller, PROEXUX may place a temporary hold on future payouts pending resolution, where permitted.
• Refunds relating to services purchased from a third party are governed by that party's own refund policy, in addition to this Policy.

12 Policy Modifications

PROEXUX may update this Policy from time to time to reflect changes in our services, technology, business practices, or applicable legal requirements. The updated version will be published on the Platform with a revised “Last Updated” date.

Where changes are material, we may provide additional notice through the Platform or by email. Your continued use of the Platform after such changes constitutes acceptance of the revised Policy.

13 Contact Us

For any questions, requests, or concerns regarding this Refund & Cancellation Policy, please contact us using the details below. Please include your registered email address, mobile number, and the relevant Transaction ID to help us respond faster.