Refund Policy

At Helptag, we want you to feel confident when subscribing to a plan for the first time. We offer a limited new-subscriber satisfaction window to give you the opportunity to experience the platform before fully committing.

7-Day New Subscriber Guarantee

If you subscribe to a Helptag plan for the first time and wish to cancel, you are eligible for a full refund of your initial subscription payment provided that:

• Your refund request is submitted within 7 calendar days of the original payment date
• You have not used more than one (1) QR credit during the trial period
• You have not placed a physical tag order in the same transaction

This guarantee applies only to the first subscription purchase on an account. It does not apply to plan renewals, upgrades, or resubscriptions after a prior cancellation.

Refund requests submitted after the 7-day window will not be approved, regardless of usage. We encourage you to explore our free features before subscribing to ensure the platform meets your needs.

2.1 Automatic Renewal

All Helptag subscription plans renew automatically at the end of each billing cycle (monthly or annually, as selected). By subscribing, you authorize Helptag and Razorpay to charge your selected payment method at the start of each renewal cycle until you cancel.

2.2 No Refunds on Renewals

We do not offer refunds for subscription renewal charges once the payment has been successfully processed. It is your sole responsibility to cancel your subscription before the renewal date if you do not wish to continue. Your cancellation will take effect at the end of the current paid period, and you will retain access to your plan's features until that date.

2.3 Pre-Renewal Notice

We will send an advance reminder email before your subscription renews. The reminder is sent to the email address on file at least 3 days before the annual renewal date (for annual plans) and 1 day before monthly renewals where technically feasible. It is your responsibility to ensure your email address on file is current and that our emails are not filtered to spam.

2.4 How to Cancel

You may cancel your subscription at any time from your account settings under the Billing or Subscription section. Cancellation is immediate in the system and takes effect at the end of your current paid period. You will not be charged for subsequent cycles after cancellation.

3.1 Plan Upgrades

If you upgrade from a lower-tier subscription to a higher-tier plan during an active billing cycle, the upgrade takes effect immediately. You will be charged the prorated difference between your current plan cost and the new plan cost for the remaining days in the billing period. The prorated amount is calculated based on the number of days remaining and charged via your payment method on file. No refund is issued for the prior plan's unused portion.

3.2 Plan Downgrades

If you downgrade to a lower-tier plan, the change will take effect at the start of your next billing cycle. You will continue to enjoy your current plan's features and credit allocation until the end of the current paid period. No refund or prorated credit is issued for the difference in plan cost during the current cycle.

3.3 Effect on Active QR Tags

If your downgraded plan supports fewer active QR tags than you currently have, you will be notified before the downgrade takes effect and asked to deactivate excess tags. Helptag will not automatically delete any QR tags but may restrict their active status until the overage is resolved.

4.1 One-Time Credit Pack Purchases

QR credits purchased as standalone one-time packs (outside of a subscription plan) are non-refundable once issued to your account, regardless of whether they have been used. Credits are issued immediately upon payment confirmation and are ready to use from that moment.

4.2 Subscription Credit Rollover

Unused subscription credits do not carry forward to the next billing cycle unless explicitly stated in your plan description. Subscription credits that expire at the end of a billing cycle are non-refundable.

4.3 Expired Credits — Exceptional Circumstances

In general, expired credits cannot be restored or refunded. However, if your credits expired due to a verified technical issue caused by Helptag (such as a platform outage that prevented use), or in genuinely exceptional personal circumstances (such as a documented extended hospitalization), you may contact our support team to request a good-faith review. We evaluate such requests on a case-by-case basis and cannot guarantee restoration.

4.4 Credits After Account Termination

If your account is terminated by Helptag due to a Terms of Service violation, all unused credits are immediately forfeited without refund or compensation.

5.1 Damaged or Defective Products

If you receive a physical product (QR sticker, metal tag, wristband, luggage tag, or accessory) that is damaged during shipping or defective upon arrival, you are eligible for a replacement or a full refund. To initiate this process, please contact us within 48 hours of delivery with the following:

• Your order ID or transaction reference number
• Clear photographs showing the damage or defect
• A brief description of the issue

5.2 Wrong Item Received

If you received the wrong item — a different size, variant, or product than what you ordered — please contact us within 48 hours of delivery with your order details and photographs. We will arrange for the correct item to be dispatched at no additional cost, or offer a full refund if the correct item is unavailable.

5.3 Change of Mind Returns

Non-customized physical products (e.g., blank QR stickers without pre-printed codes) may be returned for a refund provided that:

• The return request is raised within 10 days of confirmed delivery
• The item is unused and in its original, undamaged packaging
• You bear the return shipping cost (we do not provide pre-paid return labels for change-of-mind returns)

Refunds for approved returns will be processed within 7–10 business days of us receiving and inspecting the returned item.

5.4 Customized & Personalized Products

Products that have been customized or personalized specifically for you — including tags pre-printed with your unique QR code, name, or custom design — are not eligible for cancellation, return, or refund once the order has entered production. Please review all customization details carefully before placing your order. Exceptions apply only in the case of manufacturing defects or incorrect fulfillment on our part.

5.5 Delivery Failures

If a delivery fails due to an incorrect address provided by you at checkout, Helptag is not liable for the loss. A reshipment may be arranged at your cost. If a delivery fails due to a courier error and the package is confirmed lost by the courier, we will issue a replacement or full refund after completing the courier's investigation process (typically 7–14 business days).

The following are explicitly not eligible for refunds under any circumstances, except where required by applicable consumer protection law:

• Subscription renewal payments once successfully processed
• QR credits after issuance to your account, whether used or unused
• Expired credits (one-time or subscription-based)
• Partial billing periods or unused days within a billing cycle
• Customized or personalized physical products that have entered production
• Subscription fees for periods during which the account was suspended for Terms of Service violations
• Any fees or charges incurred as a result of chargeback disputes initiated by you
• Fees paid for third-party services (e.g., Razorpay processing fees, if applicable)
• Credits or subscriptions purchased using promotional discount codes beyond what is stated in the promotion

If you believe you have been charged in error or that a refund exception applies to your situation, please contact us and we will review your case individually and in good faith.

To request a refund for any eligible item or service, please email us at hello@helptag.org with the subject line: Refund Request — [Your Order/Account Details].

Your request should include the following information:

• Your registered email address (the one associated with your Helptag account)
• Order ID or transaction reference number — found in your billing history or the confirmation email from Razorpay
• Reason for the refund request — a clear description of the issue or circumstances
• For physical products: photographs of the damaged, defective, or incorrect item
• For exceptional credit requests: any supporting documentation (e.g., medical certificate, proof of technical issue)

Incomplete refund requests may experience delays while we follow up for missing information. We reserve the right to request additional verification before processing any refund.

We aim to acknowledge all refund requests within 1 business day and to provide a substantive decision within 3 business days.

8.1 Processing Timeline

Once a refund has been approved, Helptag will initiate the refund through Razorpay within 5–7 business daysof the approval notification. Please note that "business days" refers to Monday–Friday, excluding Indian public holidays.

8.2 Credit to Original Payment Method

All approved refunds are credited back to the original payment instrument used at the time of purchase — whether that is a debit card, credit card, UPI account, net banking account, or digital wallet. We are unable to issue refunds to a different payment method or bank account other than the one originally used.

8.3 Bank Processing Time

After Helptag initiates the refund through Razorpay, your bank or payment provider may take an additional 3–7 business days to reflect the credit in your account, depending on their internal processing schedules. The total end-to-end refund timeline is typically 7–14 business days from the date of approval.

8.4 No Cash Refunds

Helptag does not issue refunds via cash, cheque, bank wire transfer, or any method other than a reversal to the original payment instrument. We also do not issue credit vouchers or Helptag account credits in lieu of monetary refunds, unless the user specifically requests this alternative and we agree in writing.

8.5 GST Refund Handling

If your original payment included Goods and Services Tax (GST), the refund will include the full amount paid, including the applicable GST component, in accordance with Indian tax laws.

9.1 Contact Us Before Initiating a Chargeback

We strongly encourage you to contact Helptag at hello@helptag.org before initiating a chargeback, dispute, or reversal with your bank or payment provider. The majority of billing issues can be resolved quickly and amicably through our support team, often within 1–3 business days.

9.2 Consequences of Unjustified Chargebacks

If you initiate a chargeback with your bank or card issuer without first contacting us — or if a chargeback is found to be frivolous, fraudulent, or inconsistent with our Refund Policy — Helptag reserves the right to:

• Immediately suspend or permanently terminate your Helptag account
• Forfeit all unused QR credits on the account without compensation
• Pursue recovery of the disputed amount through available legal and contractual channels
• Report the disputed transaction to Razorpay and flag the payment instrument for future transactions

9.3 Evidence in Dispute Resolution

In the event of a formal payment dispute, Helptag will provide your bank, Razorpay, or the relevant adjudicating authority with evidence of service delivery, including account activity logs, IP records, subscription usage data, and any prior communications. We maintain comprehensive transaction records for this purpose.

9.4 Genuine Billing Errors

If you believe you have been charged in error — such as a duplicate charge, an incorrect amount, or a charge for a plan you did not select — please contact us immediately. Genuine billing errors will be investigated promptly and corrected without requiring you to initiate a formal dispute.

Helptag reserves the right to update or modify this Refund Policy at any time. Changes will be effective upon posting on this page, with the "Effective Date" updated accordingly.

For material changes — such as modifications to refund eligibility criteria, processing timelines, or the introduction of new non-refundable categories — we will provide at least 7 days' advance notice via email to your registered address or via a prominent in-app notification before the changes take effect.

Your continued use of the Services or making a purchase after the effective date of any revised Refund Policy constitutes your acceptance of the updated terms. If you do not agree with the revised policy, you should refrain from making new purchases and may request account deletion.

Previous versions of this Refund Policy may be made available upon request by contacting hello@helptag.org.

For all billing inquiries, refund requests, subscription cancellations, or questions about this Refund Policy, please reach out to us through the following channels:

When contacting us, please include your order ID or transaction reference number to help us locate your account and process your request as quickly as possible. We are committed to resolving all billing matters fairly and transparently.