Cancellation & refund policy

1. Start with the channel that billed you

Your receipt identifies the right process. A payment billed by Apple or Google Play is not a direct Razorpay payment to this website. This website currently contains information and support links only; it has no checkout.

The proposed direct-sale rules below apply only if Soance Innovations LLP sells you a service directly under these terms. They do not replace the app stores’ refund rules, decision-making or processing timelines.

2. Apple App Store purchases

Manage subscription renewal in the Apple account used to purchase. For a refund request, use Apple’s Report a Problem process. Apple determines eligibility and communicates the outcome under its applicable policies; we cannot promise or directly issue an Apple-billed refund through Razorpay.

Apple subscription cancellation guide (opens in a new tab)
Apple refund request guide (opens in a new tab)

3. Google Play purchases

Manage subscription renewal in the Google Play account used to purchase. Use Google’s refund process or contact us with the order reference when developer assistance is appropriate. Eligibility and timing depend on Google Play rules and the purchase circumstances.

Google Play subscription cancellation guide (opens in a new tab)
Google Play refund request process (opens in a new tab)

4. Cancellation is different from a refund

Cancellation stops a future renewal according to the purchase channel’s rules; it does not by itself return an already collected payment. The store or agreed order terms determine access remaining after cancellation. Cancel before the stated renewal deadline.

Uninstalling the app, logging out, or requesting account deletion does not cancel an Apple or Google subscription. Do that separately in the store. For a future direct subscription, the order must provide its own cancellation method and renewal terms before purchase.

5. Proposed eligibility for future direct-sale refunds

For a future qualifying direct purchase from us, contact support when there is a duplicate settled charge, an incorrect amount, paid access that was not supplied within the promised timeframe, or a material service defect that cannot reasonably be resolved. If we discontinue an undelivered paid service, we will provide an appropriate refund for the undelivered portion.

Please report an issue within 7 calendar days of purchase or discovering the billing or delivery problem. This is a request-handling target, not a limitation on statutory rights. Later requests will still be considered when law or the circumstances require.

A change of mind after a digital service has been supplied does not automatically establish refund eligibility. We assess the actual use, undelivered portion, stated offer and applicable law. We do not apply a blanket “no refunds under any circumstances” rule.

6. How to request help

Email info@soance.com with the subject “Refund request — My BNI”. Include the account email, payment channel, date, amount, transaction or store-order reference, and a brief explanation. A redacted receipt can help us identify the payment.

Do not send full card numbers, CVVs, OTPs, UPI PINs or banking passwords. Use the support email composer for an easy starting point. Opening that composer does not itself submit a refund request.

7. Proposed direct-payment refund timelines

These are proposed business service targets, not a guarantee of a bank or app store’s processing time. If a case needs longer review, we will explain the reason and next update. The payment provider’s final transaction status and applicable timelines control its processing stage.

8. Refund destination and exceptions

Approved direct refunds are normally returned to the original payment method, not to an unrelated third-party account. We do not charge a separate fee for requesting a refund. Any lawful deduction or proportionate refund must be explained before it is applied; statutory entitlements take precedence.

A failed-payment reversal is different from a refund of a settled purchase. If money appears debited but no purchase is confirmed, contact support with the reference before paying again. Your bank or payment provider may need to trace or reverse the transaction.

9. When a refund is delayed or disputed

Contact info@soance.com with the original request and transaction reference. For an initiated direct refund, we can provide a payment-provider reference when available to help the bank trace it.

If you remain dissatisfied, request escalation in the same support thread. These procedures do not prevent you from using any lawful bank dispute, consumer complaint or other remedy. Approval by a payment provider does not replace our responsibility for services we sell.