1. Introduction
This Refund Policy governs all payments made for subscriptions to MemberFlow, a Software-as-a-Service (SaaS) platform for membership management. By subscribing to MemberFlow, you agree to the terms outlined in this policy.
Important distinction:
MemberFlow is a B2B SaaS platform. We provide software tools to Business Owners (Gyms, Studios, Schools, Clubs, etc.) to manage their members.
- Payments to MemberFlow: SaaS subscription fees paid by Business Owners to use our platform.
- Payments to Business Owners: Membership fees paid by End Members (clients) to the Business Owner.
This Refund Policy applies ONLY to payments made to MemberFlow for SaaS subscriptions. It does not govern refunds for membership fees paid to Business Owners. End Members seeking refunds for membership fees must contact the respective Business Owner directly.
2. SaaS Subscription Refund Policy
2.1 General Principle
MemberFlow subscriptions are non-refundable except in the specific circumstances outlined below. This is standard practice for SaaS platforms where services are delivered continuously and access is granted immediately upon payment.
2.2 Eligible Refund Scenarios
You may request a refund only under the following conditions:
| Scenario | How to claim | Outcome |
|---|---|---|
| Accidental duplicate charge | Contact support within 7 days with transaction ID | Full refund of duplicate amount |
| Technical failure preventing service use | Submit ticket with error logs; refund processed after verification | Prorated refund for unusable period |
| Billing error by MemberFlow | Auto-corrected or refunded within 5 business days | Full correction + refund if overcharged |
| Cancellation during Free Trial | Cancel anytime before trial ends; no payment = no refund needed | No charge applied |
| Downgrade mid-cycle | Credit applied to next billing cycle; no cash refunds | Prorated credit (not cash refund) |
2.3 Non-Refundable Scenarios
The following are not eligible for refunds:
| Scenario | Reason |
|---|---|
| Change of mind / business closure | Service was accessible; no technical fault |
| Dissatisfaction with features | Features are documented; trial period available for evaluation |
| Failure to use the service | Access was granted; usage is at subscriber's discretion |
| Violation of Terms of Service | Account suspension/termination due to policy breach |
| Non-payment leading to suspension | Service suspended per policy; no refund for unpaid periods |
| Third-party integration issues | MemberFlow is not liable for external API failures (WhatsApp, Razorpay, etc.) |
2.4 Proration & Credits Policy
- Downgrades: If you downgrade your plan mid-cycle, the price difference is calculated as a prorated credit applied to your next invoice. Credits are non-transferable and non-refundable as cash.
- Upgrades: Upgrades take effect immediately; you are charged the prorated difference for the remainder of the billing cycle. No refunds are issued for the unused portion of the lower-tier plan.
- Plan changes: Switching between monthly and annual billing does not trigger refunds. Annual plans paid upfront are non-refundable after the 7-day grace period (see Section 2.5).
2.5 Annual Plan Grace Period
For annual subscriptions:
- You may request a full refund within 7 calendar days of the initial annual payment if you have not exceeded 10% of your plan's usage limits (e.g., clubs added, members registered).
- After 7 days, annual subscriptions are non-refundable. You may cancel auto-renewal to prevent future charges.
3. Payment Processing & Failed Transactions
3.1 Payment Gateway
All SaaS subscription payments are processed securely via Razorpay, a PCI-DSS compliant payment gateway. MemberFlow does not store your credit card or bank account details.
3.2 Failed Payments
- If a recurring payment fails, your account enters "In Due" status. You have 3 days to update payment details before service interruption.
- If payment is not resolved within 3 days, status changes to "Late Due" with limited access.
- After 3 days of non-payment, status becomes "Suspended" and access is revoked.
- No refunds are issued for periods where service was suspended due to non-payment.
3.3 Disputed Charges (Chargebacks)
If you initiate a chargeback through your bank or Razorpay without contacting MemberFlow first:
- Your account will be immediately suspended.
- We will provide transaction logs and service usage records to Razorpay for dispute resolution.
- If the chargeback is resolved in your favor, any refund will be processed by Razorpay per their policies.
- Reinstatement of service requires settlement of any outstanding dues.
4. Cancellation Policy
4.1 How to Cancel
You may cancel your subscription anytime via:
- In-app: Owner Dashboard → Subscription Settings → Cancel Subscription
- Email: Request to memberflow@ctoryteller.com with subject "Cancellation Request"
4.2 Effect of Cancellation
- Monthly plans: Service continues until the end of the current billing cycle. No partial refunds for unused days.
- Annual plans: Service continues until the annual term expires. No refunds for remaining months unless within the 7-day grace period (Section 2.5).
- Data access: After cancellation, you retain read-only access to your data for 30 days to export records. After 30 days, data is soft-deleted per our Privacy Policy.
4.3 Auto-Renewal
All subscriptions auto-renew unless cancelled before the renewal date. You will receive reminder notifications at:
- 7 days before renewal
- 3 days before renewal (In Due status)
- On renewal date (if payment succeeds or fails)
5. Refund Request Process
5.1 How to Request a Refund
- Contact support at memberflow@ctoryteller.com with subject: "Refund Request – [Your Owner Code]"
- Include: - Owner Code or registered email - Transaction ID / Razorpay Order ID - Reason for refund request - Supporting evidence (screenshots, error logs) if applicable
- Our team will acknowledge receipt within 2 business days.
5.2 Review & Approval
- Refund requests are reviewed within 5–7 business days.
- If approved, refunds are processed to the original payment method via Razorpay.
- Processing time: 5–10 business days (depends on your bank/payment method).
5.3 Rejection Notification
If your request is denied, you will receive:
- Written explanation referencing this policy
- Option to escalate to our Grievance Officer
6. Grievance Redressal
If you are unsatisfied with the refund decision:
Grievance Officer details
- Name: Faroze War
- Email: grievance@ctoryteller.com
- Response time: Within 15 business days
For Razorpay-specific payment disputes:
- Razorpay support: support@razorpay.com
- Razorpay dispute portal: https://dashboard.razorpay.com/app/disputes
7. Policy Updates
We may update this Refund Policy to reflect changes in our service or legal requirements. Updates will be:
- Posted on this page with a new "Effective Date"
- Communicated via in-app notification to active subscribers
- Effective immediately for new subscriptions; existing subscriptions follow the policy version active at time of purchase
8. Governing Law & Jurisdiction
This policy is governed by the laws of J&K, India. Any disputes shall be subject to the exclusive jurisdiction of courts in Srinagar, India.
9. Contact Information
For questions about this policy or our Service:
- Support email: memberflow@ctoryteller.com
- Phone / WhatsApp: +91-9970983661
- Website: www.ctoryteller.com
- Registered address: Ctoryteller, Shalpora Dangerpora. 193201. J&K, India
- Grievance Officer: Faroze War, grievance@ctoryteller.com
- Business hours: Monday–Saturday, 10:00 AM – 6:00 PM IST
- Response time: Within 2 business days (general); 15 business days (formal grievances)
For payment disputes processed via Razorpay:
- Razorpay support: support@razorpay.com
- Razorpay dispute portal: https://dashboard.razorpay.com/app/disputes