Cancellation And Refund Policy

Clear terms for every rupee you pay us.

This policy explains how cancellations and refunds work for SaleGrid subscriptions, wallet recharges, usage charges, and SaleGrid Pay.

Last updated: October 14, 2026

Scope

This policy covers payments made to Tracemetal Private Limited for SaleGrid: subscriptions, wallet recharges, and usage charges deducted from the wallet.
Payments are processed by Razorpay. SaleGrid does not store card, UPI PIN, or net banking credentials.
Payments between a business and its parties, including payments made through SaleGrid Pay, are not payments to SaleGrid and are covered in the SaleGrid Pay section below.
Where a separate order form, invoice, proposal, or written agreement sets different terms, that agreement applies.

Subscriptions are paid in advance for a fixed term and do not renew automatically. A subscription ends on its expiry date unless it is renewed.
You may ask to cancel at any time by writing to [email protected] from the registered admin email of your organization.
After cancellation, access continues until the end of the paid term, and is then disabled. Data is retained or deleted as described in our Privacy Policy.

Subscription fees are non-refundable once the subscription is activated, including for unused days or months of the term.
A subscription fee is refunded in full if the payment was a duplicate, or if payment was received but the subscription could not be activated and we are unable to activate it.
Any wallet credit included with a subscription is promotional. It has no cash value and cannot be refunded, transferred, or withdrawn.

The wallet holds prepaid credit used for usage-based charges, such as WhatsApp messages sent through SaleGrid and SaleGrid Pay platform fees.
Wallet balance is non-refundable, cannot be transferred to another account, cannot be withdrawn as cash, and does not earn interest.
The convenience fee and any taxes charged on a recharge are non-refundable.
Usage charges are final once the service is used. A WhatsApp message is charged once it is accepted by the messaging provider for delivery.
If SaleGrid ends the service for reasons other than a breach of our Terms by the customer, any unused paid wallet balance will be refunded. Promotional credit is excluded.

If money was debited but your wallet or subscription was not credited, write to [email protected] with the Razorpay payment ID. We will verify the payment and either credit it or refund it.
Duplicate payments for the same order are refunded in full.
Approved refunds are initiated within 7 working days to the original payment method. Your bank or payment provider may take a further 5 to 7 working days to show the amount.

SaleGrid Pay lets a business collect party dues through UPI AutoPay, using the business's own Setu account. Party payments go directly to the business's bank account. SaleGrid never receives or holds this money.
Parties can pause or cancel a UPI AutoPay mandate at any time from their UPI app. Once cancelled, no further debits are made.
Refunds and disputes for a party's debit are handled by the business through its Setu account. Parties should contact the business they buy from about any debit.
SaleGrid charges the business a platform fee from the wallet for each executed debit. Failed and skipped debits are not charged. The fee is not refunded if a debit is later refunded or disputed.

Email [email protected] with your organization name, registered email or phone, the payment ID, the amount, the payment date, and the reason for your request.
We acknowledge requests within 2 working days and aim to resolve them within 7 working days.

We may update this policy from time to time. The latest version is always published on this page, with the date it was last updated.

Questions about a payment? Write to [email protected].