Refund & Cancellation Policy

event_repeat Cancellation

Subscription services. If you wish to cancel your subscription with SocietyEase, you must notify us at least 30 days before the end of your current subscription period. A cancellation request received inside that 30-day window takes effect at the end of the following billing cycle.

Termination by us. SocietyEase reserves the right to terminate access to our services in the case of a violation of our Terms and Conditions or any unlawful activity, without prior notice.

payments Refunds

Where a subscription fee is introduced, or your society chooses a paid package, the fee will be quoted to you before it becomes payable, so that your society can decide before it pays anything.

Subscription fees are not refundable under any circumstances. A subscription fee, once paid, is not returned — in whole or in part — including where your society:

• stops using the Platform during a billing cycle;
• cancels before the end of a billing cycle;
• is not satisfied with the Platform; or
• is suspended or terminated under section 25 of the Terms.

Unused portions. If you cancel your subscription before the end of your billing cycle, you are not entitled to a pro-rata refund for the unused portion of that subscription.

Non-refundable charges. Any setup fees, customisation fees or other one-time charges are non-refundable.

This applies to the subscription fee your society pays to us. It does not affect money a resident pays to your society through the app, which is covered in Part B.

featured_video Ad-supported packages

Where we offer free use of the Platform on the basis that advertisements are shown (see section 9 of the Terms), there is no subscription fee, and so nothing to refund. A society that moves from an ad-supported package to a paid package pays that package's fee under this Part A, and the refund terms above apply to it.

Your society's share of advertising revenue is paid on the terms agreed with your society. It is not a refund, and it is not set off against a subscription fee unless that has been agreed.

contact_mail How to cancel your subscription

Write to support@societyease.com with your society name, account details and the date from which you wish to cancel, at least 30 days before the end of your current subscription period.

We will confirm the date your cancellation takes effect. Your society keeps access to the Platform until the end of the period you have paid for.

Who decides whether you get a refund

Your society does, not SocietyEase.

SocietyEase provides the technology your society uses to collect and record payments. Your society or RWA sets its own charges, its own rules, and decides whether any particular amount is returned. We do not make that decision on your society's behalf, and we cannot overturn it.

So a refund request starts with your society administrator, not with us.

Who actually holds your money — this decides who can refund it

Societies collect online payments in one of two ways, and your society chooses which. It changes who is able to return your money, so it is worth knowing which applies to you. If you are not sure, ask your society administrator.

Amenity bookings

Cancelling a booking. You can cancel your own amenity booking from the app at any time before the booking date. Once the booking date has arrived, the booking can no longer be cancelled from the app — please speak to your society.

You will be asked for a reason when you cancel. Cancelling releases the slot and reverses the booking charge on your account.

Getting your money back. Cancelling a booking and receiving a refund are two separate things.

• Whether a booking is refundable depends on how your society has configured that particular amenity. Some amenities are marked refundable; others are not. Where an amenity is marked non-refundable, cancelling will not return the fee.
• Where a refund is due, it is issued by your society once they approve it — through the app where your society collects through our payment gateway account, or directly by your society where it collects through its own.
• Refunds are returned to the original method of payment — money goes back the way it came in. We do not offer refunds to a different account, card or UPI ID.
• Until your society issues the refund, a cancelled booking's fee remains money your society holds.

If you have cancelled a refundable booking and have not received your money, raise it with your society administrator first — they are the party who issues it.

Maintenance, charges and other society dues

Amounts you pay towards maintenance and other society charges are collected on behalf of your society.

There is no self-service refund for these payments in the app. If you believe you have been charged incorrectly, have paid twice, or have paid an amount you should not have:

1. Raise it with your society administrator. They determine what is owed and whether anything should be returned.
2. If your society agrees that money should be returned, it is issued back to your original payment method — by us where your society collects through our payment gateway account, and by your society itself where it collects through its own. See "Who actually holds your money" above.
3. If you believe the payment itself failed or was taken twice by the payment provider, contact support@societyease.com with the payment reference, and we will help investigate the transaction with the payment provider.

Disputes about the amount charged — whether a maintenance bill is correct, whether a penalty applies, whether a charge should have been raised at all — are matters for your society. SocietyEase records what your society bills; it does not decide it.

How long a refund takes

Once a refund has been approved and issued, the payment provider typically returns funds to the original payment method within 5–7 working days. Your bank or card issuer may take further time to show the credit.

That period runs from when the refund is issued, not from when you requested it. How quickly a request is approved is a matter for your society.

Failed and duplicate payments

If a payment fails, is declined, or is taken more than once by the payment provider, the payment provider, your bank or the card network may all be involved in resolving it.

Contact support@societyease.com with the payment reference and the date, and we will help investigate. Where the payment provider returns the money, it goes back to the original payment method.

Who you are buying from

The store sells you the goods. It sets the prices, lists the products and delivers the order. WeLogical operates the app and collects your payment on the store's behalf; it does not buy, own or resell the groceries.

So a question about the goods — quality, weight, a missing item, a substitution, a price — is for the store. A question about the money is for us.

When your money is taken

Your payment is authorised when you check out, and collected when your order is delivered.

Your money does leave your account when you pay. It simply is not received by us until the order is delivered. If the order is never delivered, the money comes back to you.

An unpaid order is cancelled automatically after 24 hours.

Cancelling an order

You can cancel until the store marks your order Ready — that is, until it has started picking your groceries. In that window the app handles it and your money comes back automatically. You do not need the store's agreement and nobody has to approve it.

After that, it is the store's decision. Once the store has begun preparing your order, whether you are given your money back is for the store to decide — it sold you the goods. You cannot cancel in the app; contact the store, or write to us at support@societyease.com and we will put it to them.

The store may decline your order before accepting it, or later if something turns out to be unavailable. You do not lose your money when this happens — see below.

What you get back

Marketplace refunds are all or nothing. An order is refunded in full, or not at all. There is no partial refund of part of an order, because a store cannot rebuild an order around a missing item.

What happens depends on where your money is when the order ends:

Your money is either released — the payment provider simply returns a payment it had not yet passed to us — or refunded, where it had. Which of the two applies depends on how far the order had got, and you are told which in the app.

A refund always goes back to the original payment method. We cannot send it to a different account, or pay it in cash, or credit it against your maintenance bill.

If your order is never delivered

The payment provider holds an authorisation for about five days. If your order has not been delivered in that time, your money is returned to you automatically — you do not need to do anything, and you are not charged for groceries you never received.

If an order of yours is stuck, please tell us rather than waiting: support@societyease.com.

Your society's share

Where your society takes part in the marketplace, it receives a share of what we earn from the store. It is paid out of our share and is not added to your order. You pay the listed price either way.