Refund & Cancellation Policy

1. Overview

1.1 — This Refund & Cancellation Policy applies to all services and products purchased through the XIMPEX website (https://ximpex.in).

1.2 — We are committed to providing high-quality export consultancy services. However, we understand that circumstances may require cancellation or refund requests.

1.3 — Refund eligibility depends on the type of service purchased and the stage of service delivery, as detailed below.

2. One-Time Services (eXhibit — ₹25,000)

2.1 — Full Refund: A full refund will be issued if the cancellation request is received within 48 hours of payment and work on the deliverables has not yet commenced. This is determined by whether the onboarding call has been scheduled or any design/development work has begun.

2.2 — 50% Refund: If work has already commenced but deliverables have not yet been provided to the client (e.g., website is under development, market research is in progress), a 50% refund of the total amount will be issued.

2.3 — No Refund: No refund will be issued after final deliverables have been provided to the client. Deliverables include the completed website, social media setup, marketing collateral, and market selection report.

2.4 — Partial deliverables that have already been completed and shared (e.g., website completed but collateral pending) are non-refundable for the delivered portion.

3. Monthly Subscriptions (eXplore — ₹35,000/month, eXpress — ₹50,000/month)

3.1 — Cancellation Notice: You may cancel your monthly subscription at any time by providing at least 15 days' written notice before the next billing cycle begins.

3.2 — Current Month: No refund will be issued for the current billing month. Your services will continue until the end of the current paid period.

3.3 — No Partial Refunds: We do not offer prorated or partial-month refunds. If you cancel on day 5 of a 30-day billing cycle, services remain active until day 30, but no refund is issued for the remaining 25 days.

3.4 — Auto-Renewal: Monthly plans auto-renew at the beginning of each billing cycle. It is the client's responsibility to cancel before the renewal date to avoid charges for the next month.

3.5 — Minimum Commitment (eXplore): The eXplore plan has a minimum commitment of 3 months. Early cancellation before the 3-month period will result in the remaining months being charged at 50% of the monthly rate.

4. Annual Plans (eXchange — ₹10,00,000/year, eXecute — ₹25,00,000/year)

4.1 — 30-Day Cooling Off Period: A full refund (minus the value of any work already performed) will be issued if cancellation is requested within 30 calendar days of payment. The value of work performed will be calculated on a pro-rata basis.

4.2 — After 30 Days: No monetary refund will be issued after the 30-day cooling off period. However, you may request to pause your subscription for up to 2 months. The paused period will not extend the annual term.

4.3 — Early Termination: If you terminate an annual plan after the 30-day cooling off period, the remaining months of the subscription are forfeited. No refund, credit, or carry-forward will be provided.

4.4 — Auto-Renewal: Annual plans auto-renew 30 days before the anniversary date. Written cancellation notice must be received at least 30 days before the renewal date.

5. Market Finder Reports (₹499 / ₹999 / ₹1,999)

5.1 — Before Report Generation: A full refund will be issued if the cancellation request is received within 24 hours of purchase and the report has not yet been generated or delivered.

5.2 — After Report Delivery: No refund will be issued once the report has been generated and delivered. Market Finder Reports are digital products that are considered consumed upon delivery.

5.3 — Report Errors: If a delivered report contains factual errors or data discrepancies attributable to our platform (not to the underlying data sources), we will regenerate the report at no additional cost. This does not constitute grounds for a monetary refund.

6. Refund Processing

6.1 — Approved refunds will be processed within 5–7 business days from the date of approval.

6.2 — Refunds will be credited to the original payment method used at the time of purchase (credit/debit card, UPI, net banking, or wallet).

6.3 — The time taken for the refund to reflect in your account depends on your bank or payment provider and is beyond our control. Typically, this takes an additional 3–10 business days after we initiate the refund.

6.4 — Payment gateway processing fees (charged by Razorpay) are non-refundable and will be deducted from the refund amount where applicable.

7. How to Request a Refund or Cancellation

To request a refund or cancel your subscription, please follow these steps:

7.1 — Send an email to info@ximpex.in with the subject line “Refund Request” or “Cancellation Request.”

7.2 — Include the following details in your email:
7.2.1 — Your full name and registered email address.
7.2.2 — Order ID or Payment ID (available in your payment confirmation email).
7.2.3 — Plan or product purchased.
7.2.4 — Reason for refund or cancellation.

7.3 — We will acknowledge your request within 2 business days and communicate the outcome (approval or denial with reasons) within 5 business days.

7.4 — Refund requests submitted via channels other than email (WhatsApp, phone calls, social media) must be followed up with a formal email for processing.

8. Chargebacks

8.1 — We strongly encourage customers to contact us directly before initiating a chargeback or dispute with their bank or credit card company.

8.2 — If you believe a charge is incorrect or unauthorised, please email us at info@ximpex.in and we will investigate and resolve the matter promptly.

8.3 — Chargebacks initiated without first contacting XIMPEX may result in suspension of your account and services. We reserve the right to dispute chargebacks that we believe are unwarranted.

8.4 — In the event of a successful chargeback on a service that has already been fully delivered, XIMPEX reserves the right to seek recovery of the amount through appropriate legal channels.

9. Exceptions

9.1 — XIMPEX reserves the right to make exceptions to this policy on a case-by-case basis, at its sole discretion.

9.2 — Any exception granted does not create a precedent or obligation for future requests.

9.3 — In cases where service quality is demonstrably below the agreed scope of work, XIMPEX will work with the client to either rectify the service or offer a reasonable credit towards future services.

10. Contact Information

For refund or cancellation requests, or any questions about this policy: