Refund Policy
Plain rules for plan and add-on payments.
Last updated 19 October 2026.
Plans and add-ons
A plan or add-on payment is refunded in full when you ask within 7 days of the payment and fewer than 10 runs of that period were used. Ask from Usage & budgets: open the invoice list and choose Request refund, or email [email protected] with your receipt number.
Duplicate or failed payments
If you were charged twice, or money left your account but the payment failed, we refund it in full, whatever the date or usage.
Our fault
If Setu was unavailable for an extended period through our fault, write to us and we will extend your period or refund a fair share.
Timing and method
We decide every request within 2 working days and tell you the reason if we refuse. Approved refunds go back to the original payment method (the same card, UPI ID or bank account) within 7 working days of approval; your bank may take a few more days to show it. We do not refund in cash or to a different account. You receive a note on the invoice list when the refund is made.
What is not refunded
AI usage billed by your own provider on your own key; WhatsApp, email and other outside services you connect; plan payments older than 7 days or periods where 10 or more runs were used (except duplicate or failed payments, or our fault). If the operator grants a free trial, there is no trial payment to refund.
Cancelling
Cashfree plan payments buy a 30-day period without automatic renewal; you can choose not to purchase the next period. Where you have a recurring Stripe subscription, manage cancellation and renewal in Plan & billing under the terms shown at checkout. Records remain subject to the Retention section of our Privacy Policy, and practice mode stays available.
Questions
Customer support: [email protected] · Monday to Saturday, 10 am to 6 pm IST.
Grievance Officer
For a complaint about Setu, a payment, content on the service, or how we handle personal data, contact our Grievance Officer:
Grievance Officer · Email: [email protected] · Address: Setu, India
We acknowledge a complaint within 24 hours and resolve it within 15 days of receiving it. The Grievance Officer is also the contact for any question about how we process personal data. If you are not satisfied with our answer on a personal-data complaint, you may complain to the Data Protection Board of India.