Refund & Cancellation Policy

Last updated: 1 January 2025

This policy applies to all paid subscription plans offered by Luster CRM, a product of Scrapelocal Technologies (OPC) Private Limited. Please read this policy carefully before purchasing a subscription.

1. Subscription Cancellation

You may cancel your paid subscription at any time through your account Settings page. Upon cancellation:

• Your subscription will remain active until the end of the current billing period
• You will not be charged for the next billing cycle
• Your account will automatically downgrade to the free plan at the end of the billing period
• Your data will be retained on the free plan subject to free plan limits

2. Refund Eligibility

We offer refunds in the following circumstances:

• 7-day money-back guarantee: If you are not satisfied with your paid subscription, you may request a full refund within 7 days of your initial payment for that subscription period.
• Service outage: If the Service experiences a verified outage exceeding 48 consecutive hours during your billing period, you are eligible for a pro-rated refund for the downtime period.
• Duplicate charges: If you were charged twice for the same subscription period, we will refund the duplicate charge in full.
• Charge errors: If you were charged an incorrect amount, we will refund the difference.

3. Non-Refundable Situations

Refunds will not be issued in the following cases:

• Requests made after 7 days from the initial payment date
• Renewals — if your subscription auto-renews, you must cancel before the renewal date to avoid being charged
• Partial use of a subscription period (except for verified service outages)
• Account termination due to violation of our Terms of Service
• Dissatisfaction with features already available on the free plan before upgrading

4. How to Request a Refund

To request a refund, contact our support team within the eligible period:

• Email: support@support@scrapelocal.com with subject line "Refund Request — [your account email]"
• Phone: +91 88793 62291 (Monday–Saturday, 10am–6pm IST)

Please include:

• Your registered email address
• The date of the charge
• The reason for your refund request
• Your Razorpay payment ID (found in your email receipt)

5. Refund Processing

Once a refund is approved:

• Refunds are processed within 5–7 business days
• The amount will be credited to your original payment method
• Bank processing time may add an additional 3–5 business days depending on your bank
• You will receive an email confirmation when the refund is initiated

6. Plan Downgrades

If you downgrade from a higher plan to a lower plan mid-billing-cycle, the change will take effect at the start of the next billing period. No pro-rated refund is issued for the unused portion of the higher plan.

7. Free Plan

The free plan is provided at no charge and is not subject to this refund policy. There are no payments made or refundable under the free plan.

8. Contact Us

If you have any questions about our refund policy or need to initiate a refund, please reach out:

• Email: support@support@scrapelocal.com
• Phone: +91 88793 62291
• Business hours: Monday – Saturday, 10am – 6pm IST
• Address: Scrapelocal Technologies (OPC) Private Limited, Flat No. 1503, Wing B, Floor 15, 104 Sandozbaugh, Thane - 400607, Maharashtra, India
• GSTIN: 27ABMCS5214L1ZX