Refund & Cancellation Policy
Comprehensive terms governing self-serve SaaS credits, automated recurring subscriptions, agency project milestones, and billing dispute resolutions.
Last updated: September, 2026
1. Scope & Operating Entity
This Refund & Cancellation Policy ("Policy") establishes the legal terms governing financial transactions executed on shoutotb.com ("Website," "Platform"). All services, digital software tools, credit allocations, and custom agency contracts are provisioned by Pappa Bindha Pvt Ltd (CIN: U7310MP2025PTC078535), trading as Shout OTB ("Company," "we," "us," or "our").
By purchasing a recurring monthly/annual subscription, acquiring a one-time credit top-up pack, or commissioning custom agency work (such as Shopify engineering or digital marketing campaigns), you acknowledge that you have read, understood, and agreed to be bound by the terms outlined herein.
2. Immediate Digital Performance & Statutory Waiver
Waiver of Statutory Cooling-Off Rights Upon Service Delivery
Shout OTB delivers digital products and real-time computational services. When you initiate an action on our platform (such as running a single Instagram audit, executing a competitor clash, or generating an AI growth dossier), our infrastructure instantly consumes computational power, bandwidth, and third-party API quotas (Meta Graph API, YouTube Data API, Groq LLM clusters).
In accordance with consumer protection statutes—including the Indian Consumer Protection (E-Commerce) Rules, 2020, and international equivalents such as Article 16(m) of the European Union Consumer Rights Directive (Directive 2011/83/EU)—you expressly consent to the immediate performance of the digital contract and acknowledge that you waive any 14-day statutory right of withdrawal or "cooling-off" period once service execution has commenced or credits have been utilized.
3. Recurring Subscription Cancellation Policy
Our platform offers recurring subscription plans (Creator, Growth/Pro, Enterprise) on monthly and annual billing cycles. Subscriptions operate on an automated billing schedule managed by our PCI-DSS compliant partners:
Self-Serve Cancellation
You may cancel your subscription at any time directly through your Account Settings on shoutotb.com or via the payment portal management link provided in your email invoice. You are not required to call, email, or engage in customer service retention flows to cancel.
End-of-Term Access
When you cancel an active subscription, your cancellation stops future automatic charges. Your account maintains its active paid plan tier and access to any remaining monthly credits until the final day of your current 30-day (or 365-day) billing period.
- Advance Notice Requirement: To prevent automatic renewal, cancellations must be initiated at least twenty-four (24) hours prior to the next scheduled billing timestamp.
- Past Invoices: Cancellation does not retroactively refund prior invoices or partial billing windows. Subscriptions are committed for the complete duration of the chosen billing interval.
4. Dual-Balance Credit Wallet Rules
Shout OTB utilizes a dual-credit wallet architecture. Different refund, expiration, and rollover conditions apply depending on the classification of the credits in your wallet:
Monthly Subscription Credits
Granted automatically on your recurring billing date. These credits expire exactly when your 30-day billing cycle completes and are replaced by the fresh cycle allocation.
One-Time Top-Up Credits
Acquired via standalone top-up packs. These credits do not expire, roll over indefinitely, and serve as a permanent reserve buffer.
FIFO Consumption Protection: Our backend always uses expiring subscription credits before touching non-expiring top-up credits. Once any portion of a top-up pack is drawn upon, that entire pack transitions to consumed status and becomes ineligible for monetary reimbursement.
5. Refund Eligibility Matrix
The table below defines our resolution protocols across common billing events:
| Transaction Scenario | Eligibility Status | Resolution Policy & Conditions |
|---|---|---|
| Consumed Credits (Audits, PDFs, Refreshes) | Ineligible | Zero refunds. Server compute, proxy costs, and API payloads are consumed irreversibly upon action execution. |
| Unused Top-Up Pack (Within 7 Days) | Eligible | Full monetary refund if claimed within 7 days of invoice and zero (0) credits from the pack have been drawn down. |
| Unused Top-Up Pack (After 7 Days) | Ineligible | No cash refund. Credits remain permanently available in your wallet for lifetime usage without expiration. |
| Recurring Subscription Renewals | Ineligible | Auto-renewals are non-refundable. Users are provided self-serve tools to cancel anytime prior to renewal dates. |
| Technical Failure / System Error | Credit Restitution | If server errors interrupt an audit without delivering telemetry, credits are automatically restored to your wallet. |
| Duplicate Billing / Gateway Glitch | Full Refund | 100% refund of the duplicated charge back to original payment rail upon verifying gateway transmission logs. |
| Change of Mind / Subjective Dissatisfaction | Ineligible | Analytical reports present factual public platform metrics. Dissatisfaction with a target account's raw data is not grounds for refund. |
6. Custom Agency Services & Retainers
For tailored services (including Shopify development, full-stack web engineering, 3D motion design, and paid growth campaigns), refund terms are dictated by the applicable Master Services Agreement (MSA) and Statement of Work (SOW):
Upfront Deposits
Initial project onboarding deposits and setup fees compensate allocated engineering hours and are non-refundable once work begins.
Milestone Approvals
Client sign-off on a milestone (wireframes, staging code, draft animations) constitutes acceptance. Approved milestones are non-refundable.
Early Termination
If a project is terminated early by the client, billing is adjusted to the hourly rate of delivered work; unworked retainer balances are returned.
7. Technical Failures & Automated Credit Restitution
We maintain server-side transactional safety to prevent loss of credits caused by upstream platform disruptions:
Atomic Transaction Isolation
In our backend architecture, credit deduction routines are tied directly to HTTP 200 payload responses. If Meta or YouTube rate-limits a query, an internal proxy fails, or PDF rendering experiences an unhandled exception, our database triggers an automated rollback (db.session.rollback()). Your wallet balance is unchanged, and no credits are deducted.
Manual Restitution Requests: If a network timeout occurs where credits are deducted but your dossier fails to generate, email swati@shoutotb.com with your registered email and target handle. Our technical team reviews backend server traces and manually credits your wallet within twenty-four (24) hours.
8. Chargebacks, Friendly Fraud & Payment Disputes
We request that you contact our internal billing team first to resolve billing discrepancies before opening a dispute with your bank or credit card issuer.
- Account Freezing: If a chargeback or payment reversal is filed without prior written communication, your account, connected OAuth tokens, and credit wallets will be immediately locked pending investigation.
- Evidence Submission: In response to payment disputes, we supply our processing partners (Razorpay, Paddle) with comprehensive evidentiary records, including IP login logs, timestamped database audit trails, and PDF download receipts.
- Recovery of Fees: If a fraudulent or bad-faith chargeback is decided in our favor, we reserve the right to pursue recovery of administrative fees ($25 USD / ₹2,000 INR per instance) and legal costs through competent local courts.
9. Currencies, Gateway Deductions & International Tax
When a refund is approved and processed:
- Original Payment Rail: Approved refunds are credited exclusively to the original payment method (same credit card, bank account, or UPI VPA). We cannot route refunds to third-party accounts or alternative beneficiaries.
- Currency Fluctuation: We are not responsible for foreign exchange variations between the date of purchase and the date of refund. International users billed in USD are refunded the exact USD amount; your home bank determines the applicable exchange rate on receipt.
- Banking Reversal Timelines: Once our billing desk authorizes a refund, gateway settlement timelines apply. Domestic Indian UPI/card refunds typically post within 5 to 7 business days. International bank settlements processed via our Merchant of Record post within 7 to 14 business days, depending on your card issuer.
10. How to Request an Eligible Refund
To submit a formal refund request for an eligible unconsumed top-up pack, duplicate charge, or uncredited technical failure, complete the following steps:
Submit Written Request via Email
Email swati@shoutotb.com from your registered Shout OTB account email with the subject line: Refund Request - [Your Order ID].
Provide Verification Documentation
Include your gateway payment receipt (Razorpay Payment ID pay_... or Paddle Order ID), the invoice date, and a description of the billing glitch or reason for the request.
Investigation & Resolution
Our finance desk cross-references database audit logs and credit balances within 24 to 48 business hours. If approved, payment reversal is triggered immediately with email confirmation.
11. Corporate Billing Desk & Grievance Redressal
For inquiries, invoice queries, or billing adjustments under this Refund & Cancellation Policy, contact our dedicated finance division:
Operating Entity: Pappa Bindha Pvt Ltd (Shout OTB)
CIN: U7310MP2025PTC078535
Direct Billing Desk: swati@shoutotb.com
General Legal Inquiries: services@shoutotb.com
Direct Phone: +91 97520 00546
Registered Office: A-17 Pallavi Nagar, Bawadiya Kalan, Bhopal - 462026, Madhya Pradesh, India
