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Legal

Refund & Cancellation Policy

Last updated: 10 July 2026

This policy explains how cancellations and refunds work for Clubstance subscriptions and credit purchases. It applies to payments made to [LEGAL ENTITY NAME — to be added on incorporation] ("Clubstance") through our payment partner Razorpay, and is published in line with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. It forms part of our Terms of Service.

1. Subscription cancellation

You can cancel your Clubstance subscription at any time from Dashboard → Settings → Billing, or by writing to billing@clubstance.com from your registered email. Cancellation takes effect at the end of your current billing period — you keep full access until then, and you are not charged again. There are no cancellation fees or lock-ins, and your data remains exportable for 12 months after cancellation.

2. Refunds on subscriptions

  • First purchase: if Clubstance isn't right for your gym, tell us within 7 days of your first payment and we'll refund it in full — no questions asked.
  • Renewals: renewal charges are not automatically refundable, but if you were billed after requesting cancellation, or billed incorrectly (wrong plan, duplicate charge), we'll refund the charge in full.
  • Annual plans: within 14 days of an annual payment we refund pro-rata for the unused months beyond the first.
  • Extended outages: if the service is unavailable for a prolonged period due to a fault on our side, contact us — we will credit or refund the affected period fairly.

3. WhatsApp credits

WhatsApp message credits are consumed per message delivered. Unused credits from a pack purchased in the last 30 days are refundable on request; consumed credits are not. Credits never expire while your subscription is active.

4. Member payments to your gym

Payments your members make to your gym (membership fees, POS sales) go to your gym's own Razorpay account and are governed by your gym's refund policy, not this one. Clubstance provides refund tooling in the dashboard but is not a party to those transactions. Gym members seeking a refund should contact their gym directly.

5. How refunds are processed

Approved refunds are issued to the original payment method within 5–7 business days via Razorpay. Depending on your bank, it may take a further 5–10 business days to reflect in your statement. Where GST was charged on the original invoice, we issue a credit note for the refunded amount as required under GST rules.

6. Contact & escalation

For any billing question or refund request, write to billing@clubstance.com from your registered email. We respond within 2 business days. If you are unsatisfied with the resolution, you may escalate via our Grievance Redressal page; nothing in this policy limits your rights under the Consumer Protection Act, 2019.