1. What this policy covers
This policy covers payments you make to Hypebrand Private Limited for Cartly: subscriptions to Run (₹1,499 a month, or ₹1,199 a month billed yearly) and Scale (₹4,999 a month, or ₹3,999 a month billed yearly), and the Launch fee of 2% of eligible storefront sales, capped at ₹1,499 a month; all of these amounts are inclusive of GST at 18%, shown separately on your invoice. Payments are processed by Razorpay. The full plan and fee terms are in the Terms and Conditions.
It does not cover purchases shoppers make from stores built on Cartly. Those are sales by the merchant, paid to the merchant’s own payment account, and are governed by that store’s own cancellation and refund policy (see section 7).
2. Cancelling your subscription
- How. Cancel at any time in your account once billing is live in your account. Until then, email support@joincartly.com from your account email with the subject “Cancel subscription”. We confirm every cancellation by email.
- When it takes effect. At the end of the current paid period (a month, or a year if you pay yearly). You will not be charged again after you cancel.
- Access until then. Your paid features stay available until the end of the period you have paid for. After that your workspace continues on Launch; your data is not deleted, and you can export it or delete your account at any time.
- Launch and the free trial. The 14-day Run trial needs no card and is never charged. Launch has no subscription to cancel (₹0 a month); its fee is charged only on eligible sales you have already made, so it is not refunded when you stop using Cartly, except in the cases below.
3. When we give a full refund
- First payment. Your first payment for a paid plan, if you ask within 7 days of that payment.
- Duplicate charges. Any payment taken more than once for the same billing period.
- Charges after cancellation. Any charge made after we confirmed your cancellation.
- Launch fees charged wrongly. Any part of a Launch fee charged above the monthly cap, or on sales that were not eligible under the Terms and Conditions.
- Service unavailable. The payment for a billing period in which the paid service was unavailable for more than 72 consecutive hours because of a fault on our side.
4. When we do not refund
- Partial periods: if you cancel part-way through a month or year, other than in the cases above, the payment for that period is not refunded, and you keep access until it ends.
- Renewal payments after the first, where none of the cases in section 3 apply.
- Charges by third parties, which Hypebrand does not collect: WhatsApp message fees charged by Meta through your WhatsApp provider, courier charges billed by Shiprocket or other couriers, and fees charged by payment providers on your store’s sales. Ask those providers about their own refund rules.
5. How to ask for a refund
Email support@joincartly.com with the subject “Refund request”, from the email address on your Cartly account, and include:
- the invoice number or Razorpay payment ID;
- the date and amount of the payment;
- the reason for the request.
We reply within 2 business days and tell you whether the refund is approved.
6. How long a refund takes
Approved refunds are initiated within 2 business days and are made to the original payment method through Razorpay. The money usually reaches your account within 5–7 business days after that; your bank or card issuer’s timelines may vary. Refunds include the GST charged on the refunded amount, and we issue a credit note for it.
7. Purchases from stores built on Cartly
If you bought something from a store that runs on Cartly, the store is the seller. Your payment went to the store’s own payment account (for example with Razorpay, Cashfree, PhonePe or Stripe) or was paid in cash on delivery, and Hypebrand does not hold it. Cancellations, returns and refunds for that order are handled by the store under its own policy, usually linked from the store’s footer and your order confirmation.
Please contact the store first. If you cannot reach it, write to support@joincartly.com with the store’s address and your order number, and we will pass your message on.
8. Contact
Hypebrand Private Limited (Cartly)
Email: support@joincartly.com
Support hours: Monday to Saturday, 10:00–19:00 IST; we reply within 2 business days.
If you are not satisfied with our answer, you can write to our Grievance Officer as described on the contact page.