Refund Policy

Effective Date: 08/04/2026  |  Last Updated: 09/04/2026

This Refund Policy ("Policy") governs all refund, cancellation, and credit reinstatement requests for purchases made through surgegrowth.io, operated by Surge Growth Technologies Private Limited ("Surge Growth"). By completing any purchase on the Platform, you acknowledge that you have read, understood, and agreed to this Policy.

This Policy is designed to comply with the Consumer Protection Act, 2019 and RBI payment guidelines (India); the EU Consumer Rights Directive 2011/83/EU (European Union); and the FTC Act and applicable US state consumer protection laws (United States).

1. Scope

This Policy applies to all purchases made on the Platform, including:

• Platform Credits — prepaid credits consumed when automation workflows are executed
• Managed Plan Subscriptions — monthly dedicated support engineer plans (pricing based on agreed scope)
• Any other paid service offered through surgegrowth.io

2. Currency & Payment Methods

All pricing is displayed in USD ($) for international customers. Indian Rupee (INR ₹) pricing is available for Indian customers via Razorpay (launching soon).

Accepted Payment Methods: DodoPayments (international cards, international bank transfers), Direct Bank Transfer (SWIFT/NEFT/IMPS), and Razorpay (INR, UPI, Indian cards).

Refunds, where applicable, are processed in the same currency and via the same payment method used for the original transaction. Surge Growth is not responsible for exchange rate fluctuations or bank conversion fees.

3. Platform Credits — Refund Terms

3.1 No Refunds on Credits (General Rule)

All credit purchases are final and non-refundable. Credits represent prepaid, on-demand access to platform features and are consumed upon workflow execution. Once purchased, credits:

• Cannot be refunded or exchanged for cash
• Cannot be transferred to another account
• Credit expiry depends on the type of credit issued. Terms will be shared while buying.
• Are forfeited upon account termination (see Section 6.2)

The minimum credit purchase is specified on the Platform pricing page

3.2 Exception: Platform Error — Credit Reinstatement

Credits consumed due to a verified platform error or technical malfunction (i.e., a workflow was triggered by a system-side error, not a Customer action) will be reinstated to the Customer's account after investigation.

To request reinstatement:

• Email vaibhav@surgegrowth.io with subject: "Credit Reinstatement Request – [Account Name]"
• Include: workflow ID, timestamp of the error, screenshot (if available), and a brief description
• Requests must be submitted within 15 days of the error occurring
• Surge Growth will investigate and respond within 7–10 business days

4. Managed Plan Subscriptions — Refund Terms

4.1 General Rule: Discretionary Refunds

Subscription fees for Managed Plans are non-refundable as a general rule. Refunds are evaluated entirely at Surge Growth's sole discretion and there is no automatic entitlement to a subscription refund.

4.2 Cancellation Terms

• No advance notice is required to cancel a subscription
• Upon cancellation, the Customer retains full access until the end of the current paid billing period
• No pro-rata refund is issued for any unused portion of the billing period
• Cancellation takes effect at the next billing renewal date

4.3 Circumstances Where a Refund May Be Considered

Surge Growth may, at its sole discretion, consider a subscription refund only in the following circumstances:

• Billing error — a duplicate charge or incorrect amount was billed due to a Surge Growth or payment processor error
• Double payment — the same invoice was charged twice
• Verified extended technical failure — the Platform was entirely inaccessible for a continuous period exceeding 24 hours due to a Surge Growth-side system failure (not including third-party platform outages, force majeure events, or scheduled maintenance)

All refund requests under this section must be submitted within 15 days of the billing date to be considered. Requests submitted after 15 days will not be entertained.

5. How to Request a Refund

Step 1: Email vaibhav@surgegrowth.io with the subject line: "Refund Request – [Company Name] – [Invoice Number]"

Step 2: Include the following details in your email:

• Registered company name and account email address
• Invoice number and transaction date
• Amount paid, currency, and payment method used
• Nature of the refund request (billing error / double payment / technical failure / credit reinstatement)
• Supporting evidence (screenshots, transaction records, error logs)

Step 3: Surge Growth will acknowledge receipt within 24 hours and provide a final decision within 7–10 business days.

Step 4: If approved, the refund will be processed to the original payment method within 7–10 business days of approval. Bank transfer processing times may vary and are outside Surge Growth's control.

6. Account Termination & Credits

Customers may terminate their account at any time without advance notice. Upon termination:

• Managed Plan access continues until the end of the current paid billing period
• No pro-rata refund is issued for any remaining subscription period
• Unused credits are forfeited and are not refundable or transferable upon termination

Where Surge Growth terminates an account due to a Terms of Service violation (e.g. prohibited use, fraud), no refund of any credits or subscription fees is provided.

7. Non-Refundable Items

The following are explicitly non-refundable under any circumstances:

• Credits consumed through successfully executed automation workflows
• Partially used subscription billing periods
• Custom workflow builds or automation deliverables once delivered and approved
• Onboarding, setup, or configuration fees (where applicable)
• Credits or subscriptions purchased during a promotional or discounted period
• Ad spend charged directly by Google, Meta, or other advertising platforms — these are billed directly to the Customer's own ad accounts and are entirely outside Surge Growth's control

8. Chargebacks & Payment Disputes

If a Customer initiates a chargeback with their bank or card issuer, Surge Growth will investigate the transaction before taking action. During the investigation, Surge Growth reserves the right to temporarily suspend the Customer's account.

Customers are strongly encouraged to contact Surge Growth at vaibhav@surgegrowth.io before raising a chargeback. Most billing issues can be resolved faster through direct communication.

Filing a fraudulent or bad-faith chargeback on a legitimate charge may result in:

• Permanent account termination without refund
• Recovery of the disputed amount plus chargeback fees through legal means
• Reporting to payment processors or relevant authorities

9. Service Downtime & Outage Compensation

The Platform is provided on a best-effort basis. No automatic compensation (refund, service credit, or otherwise) is owed for service downtime or outages.

In the event of a significant outage caused entirely by Surge Growth (as defined in Section 4.3), Surge Growth may offer service credits at its sole discretion. This is a goodwill gesture and does not create any contractual obligation or precedent for future claims.

10. Jurisdiction-Specific Rights

10.1 Indian Customers

Indian customers may escalate unresolved disputes to the Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019. However, as this is a B2B platform, commercial disputes between businesses are governed by the Arbitration and Conciliation Act, 1996, and are subject to binding arbitration in Bangalore as per the Terms of Service.

10.2 EU Customers

The EU 14-day cooling-off right under Directive 2011/83/EU applies exclusively to B2C contracts and does not apply to B2B SaaS services. EU business customers may access the EU ODR platform at https://ec.europa.eu/consumers/odr for applicable disputes.

10.3 US Customers

US customers may have additional rights under applicable state consumer protection laws. California customers may file complaints with the California Attorney General or contact the FTC at ftc.gov/complaint for unresolved disputes.

11. Amendments to This Policy

Surge Growth may amend this Refund Policy from time to time. Updates will be posted on surgegrowth.io with a revised "Last Updated" date. Amendments apply only to purchases made after the effective date of the amendment. Purchases made prior to the amendment continue to be governed by the Policy version in effect at the time of purchase. For material changes, Surge Growth will provide at least 14 days advance notice via email.

12. Contact

For all refund and billing queries:

Email: vaibhav@surgegrowth.io
Company: Surge Growth Technologies Private Limited
Address: B-501, Sumadhura Essenza, Hosa Road Junction, Begur, Electronics City, Bangalore, Karnataka – 560100, India
Website: surgegrowth.io

Schedule A — Applicable Laws & Compliance Reference