The policy in one paragraph
Every Razorpay payment to Cualify is refundable in full for 15 days from the payment date, no questions asked. Refunds land back on the original payment instrument (UPI / card / netbanking) within 1-3 business days. Your Cualify wallet is debited immediately at the moment you request the refund.
What's refundable
- Credit pack purchases (₹100 — ₹75,000)
- Plan purchases under the manual-renewal flow
- Top-ups via Razorpay one-time orders
What isn't refundable
- Payments older than 15 days (regulatory limit on our refund authority)
- Already-consumed minutes (calls placed against credit, real cost we paid out)
- Razorpay payment-gateway fees on the original transaction
For partial refunds where part of the credit has been consumed: we refund the unused portion proportionally. Example: ₹500 pack consumed for ₹150 of calls → ₹350 refundable.
How to request a refund
- Go to Billing
- Scroll to the "Refunds" section
- You'll see every payment in the last 15 days with a "Days left" counter
- Click "Request refund" on the payment you want to reverse
- Confirm the amount → "Yes, refund"
Cualify hits Razorpay's refund API immediately. Your wallet balance reduces by the refund amount on the spot; the bank-side credit appears in 1-3 business days depending on your payment method.
Refund confirmation
You'll get an email + the refund shows up under Transactions in the Cualify ledger marked as refund. The Razorpay Refund ID is recorded so you can cross-reference with Razorpay's dashboard if needed.
If your refund doesn't land
Razorpay typically processes refunds within 1-3 business days. If it's been longer:
- Check your bank's transaction history (some banks deduct + re-credit so the line item is hard to spot)
- Email [email protected] with the Razorpay Refund ID and we'll trace it on Razorpay's side
- For unresolved cases > 7 days, you can also email Razorpay directly: [email protected] with the Refund ID
What about plan refunds vs credit pack refunds?
Both work the same way. The only difference: if you refund a manual-renewal plan payment, your plan status flips back to expired immediately (active campaigns will pause with the "no active plan" message). Refunding a credit pack just reduces wallet balance — no plan-side effect.
Razorpay AutoPay / subscription refunds
If you're on Razorpay's auto-renew subscription flow, refunds work slightly differently: you cancel the subscription via /billing → "Cancel subscription," which prevents future renewals but doesn't refund the current cycle. To get the current cycle's payment refunded, use the same 15-day self-serve refund flow above.