Refund Policy

Fair and transparent — here’s how refunds work at Sumasu.

Effective Date: 23 March 2026

1. Overview

This Refund Policy outlines the terms under which Neonflake Enterprises OPC Pvt Ltd (“Company”, “we”, “us”, or “our”) may issue refunds for payments made towards Sumasu subscription plans and token purchases. We believe in fair and transparent practices, and this policy is designed to protect both our customers and our business.

2. Subscription Refunds

2.1 Monthly Subscriptions

Monthly subscription payments are non-refundable once the billing cycle has begun and tokens have been credited to your account. Since tokens are credited immediately upon successful payment and can be consumed instantly, we cannot reverse the value delivered.

However, in the following exceptional circumstances, we may consider a full or partial refund at our discretion:

• Duplicate payment — If you are charged twice for the same billing cycle due to a payment processing error, the duplicate charge will be refunded in full within 7 business days.
• Incorrect plan charge — If you are charged for a plan different from the one you selected, we will refund the difference or process a full refund and recharge the correct amount.
• Platform inaccessibility — If the Sumasu platform experiences continuous downtime exceeding 72 hours due to reasons within our control and you are unable to use the services you paid for, you may request a prorated refund for the affected period.

2.2 Annual Subscriptions

Annual subscriptions benefit from a 20% discount over monthly pricing. If you cancel an annual subscription before the end of the 12-month period, refunds are calculated as follows:

• Within the first 7 days of the annual subscription and fewer than 50 tokens consumed: Full refund, minus any payment processing fees.
• After 7 days or more than 50 tokens consumed: No refund will be issued. Your subscription benefits will continue until the end of the paid annual period.

3. Token Top-Up Refunds

Additional token purchases (top-ups) made outside of your monthly plan allocation are non-refundable once credited to your account. Tokens are a consumable digital credit with immediate utility, and refunds for consumed or available tokens are not possible.

Exception: If a token purchase was made in error (such as an accidental double purchase or a purchase by an unauthorised user on your account), please contact us within 48 hours at hello@sumasu.co with your payment receipt and a description of the issue. We will review the case and issue a refund where appropriate.

4. Employee Add-On Refunds

Employee add-on charges (₹500/person/month) are billed at the start of each billing cycle. If an employee seat is removed mid-cycle, no prorated refund will be issued for that cycle. The charge will simply not recur in the next billing cycle.

5. Free Plan

The Free plan involves no payment and therefore no refund is applicable. If you are on the Free plan and believe you were incorrectly charged for any reason, please contact us immediately.

6. How to Request a Refund

To request a refund, please follow these steps:

1. Send an email to hello@sumasu.co with the subject line “Refund Request — [Your Company Name]”.
2. Include your registered email address, company name, Razorpay payment ID or transaction reference, the amount in question, and a clear description of the reason for the refund.
3. Our team will acknowledge your request within 48 hours and provide a resolution within 7 business days.

7. Refund Processing

Approved refunds will be processed through the original payment method via Razorpay. Depending on your bank or payment provider, refunds may take 5 to 10 business days to reflect in your account after we initiate the refund. We are not responsible for delays caused by banking institutions or payment intermediaries.

Refunds will be issued in Indian Rupees (INR) only. We do not process refunds via cash, cheque, or payment methods other than the original transaction channel.

8. Non-Refundable Items

The following are strictly non-refundable:

• Tokens that have already been consumed for AI actions (invoices generated, leads scored, reports created, etc.).
• Services rendered by third-party providers on your behalf (e-invoice IRN generation, WhatsApp notifications, etc.).
• Subscription charges for a billing period during which you actively used the platform (measured by token consumption or login activity).
• Promotional credits, bonus tokens, or tokens granted by our team for onboarding or support purposes.

9. Plan Changes & Prorated Credits

If you upgrade your plan mid-cycle, the cost difference will be charged immediately and tokens will be added to your balance. No refund is issued for the previous plan’s unused period — instead, a prorated credit may be applied to the upgrade cost.

If you downgrade your plan, the change will take effect at the start of the next billing cycle. No refund is issued for the current cycle.

10. Chargebacks & Disputes

We encourage you to contact us directly at hello@sumasu.co before initiating a chargeback or dispute with your bank or card issuer. Filing a chargeback without first contacting us may result in suspension of your Sumasu account pending investigation. We are committed to resolving payment disputes promptly and fairly.

11. Changes to This Refund Policy

We may update this Refund Policy from time to time. Any changes will be communicated via email or in-app notification at least 15 days before they take effect. The updated policy will be published on our website at sumasu.co. Your continued use of Sumasu after the effective date of any changes constitutes acceptance of the updated Refund Policy.

12. Contact Us

If you have any questions about this Refund Policy or need assistance with a refund request, please contact us: