Refund & Cancellation Policy

Last updated: 3 May 2026

This policy explains when and how you can cancel a ShipScout subscription and request a refund. It applies to all paid plans purchased through the platform or via direct invoice, and forms part of our Terms of Service.

Quick summary. You may request a full refund within 7 calendar days of the original payment, provided you have not exported, downloaded, or otherwise consumed substantial data from the platform. Cancellation is always free; what differs is whether the unused portion of a paid term is refunded.

1. Cancellation

You may cancel your subscription at any time by emailing [email protected] from the email address registered on your account, or by writing to us through the Contact page.
Cancellation requests are processed within two (2) business days. You will receive a confirmation by email.
After cancellation, your account remains active until the end of the already-paid billing period; you continue to enjoy full access until that date.
Subscriptions do not auto-renew. If you take no action, your access simply expires at the end of the paid term.

2. Refund eligibility

A refund of the subscription fee will be considered if all of the following conditions are met:

The cancellation request is received within seven (7) calendar days of the original payment date.
You have not exported, downloaded, scraped, or otherwise extracted more than 50 records from the platform during this period.
The plan was purchased online or by direct invoice — refunds are not offered on bespoke enterprise contracts unless specifically agreed in the contract.
The payment was made through a recognised channel (Cashfree, NEFT/RTGS to our registered bank account, or UPI to our verified merchant ID).

3. Partial refunds

For half-yearly or annual plans where the eligibility window has passed but you wish to discontinue, we may, at our discretion, issue a pro-rated refund of the unused months — less a 15% administrative charge — if:

The platform has been materially unavailable to you due to a technical issue on our side for more than 7 consecutive days, and we have failed to remedy it; or
A documented account-merger or business-closure necessitates termination.

Non-refundable items. The following are not eligible for refund under any circumstances:

Pay-as-you-go credit top-ups that have been consumed (in part or full);
Custom data-pulls, bespoke reports, or one-off market research delivered;
Subscriptions where the user has been suspended for breach of Terms of Service (e.g. credential sharing, scraping);
Charges already paid out by us to third-party data providers for fulfilment.

4. How a refund is processed

Approved refunds are credited back to the same payment method used for the original purchase.
For Cashfree (card / netbanking / UPI): refunds typically reflect within 5–7 working days in your bank statement.
For NEFT / RTGS: 2–3 working days after we initiate the transfer.
Bank processing delays beyond our control are not the responsibility of ShipScout. Where unusual delays occur, we will share the bank reference number on request.

5. Disputes & chargebacks

We strongly encourage you to raise any billing concern with us first — we will respond within 24 business hours. Initiating a chargeback through your bank without first contacting us may result in immediate suspension of the account and pursuit of the disputed amount through legal channels.

6. How to request a refund

Send an email to [email protected] from your registered email address with:

Subject line: Refund request — <your account email>
Date and amount of the original payment
Cashfree / bank transaction reference (if available)
A brief reason for the request

We will acknowledge within one (1) business day and confirm the outcome within five (5) business days.

7. Contact

For any question about this policy, write to [email protected] or call +91 93501 67900 during our published business hours.