Refund and Cancellation Policy

Applicable Jurisdictions: India, United Arab Emirates, MENA/Gulf Region, European Union/EEA, United Kingdom, Global

1. Overview

This Refund and Cancellation Policy ("Policy") explains how you can cancel your Maxemo Plus Subscription, when a payment is refundable, and how refunds are requested and processed. It supplements and should be read together with our Terms and Conditions, our Subscription and Auto-Renewal Terms, and our Privacy Policy. Capitalised terms not defined here have the meaning given in the Terms and Conditions.

Maxemo is operated by BlackPie Technologies Private Limited, a company incorporated in India ("Maxemo", "Company", "we", "us", "our").

Payments for Maxemo are processed through Razorpay. We are adding Paddle.com as an additional checkout option to support more payment methods and countries; it will be offered at checkout where available. Some of the refund terms below depend on which checkout you used, so this Policy says clearly where a rule applies to only one of them.

In plain terms:

• The Free plan costs nothing, so there is nothing to refund.
• Paid through Paddle: Paddle.com is our authorised reseller and the Merchant of Record for your order. You can ask for a full refund within 14 days of any Plus payment made through Paddle (your first purchase or a renewal), for any reason.
• Paid through Razorpay: Maxemo is the seller. A Plus period paid through Razorpay is generally not refundable once it has begun, except in the situations in Section 5.2 or where the law requires it. The 14-day refund in Section 3 does not apply to Razorpay payments.
• Whichever way you paid, you can cancel at any time. Cancelling stops the next renewal and you keep Plus access until the end of the period you have already paid for.
• Whichever way you paid, you are always entitled to a refund for billing errors, duplicate or unauthorised charges, renewals after a valid cancellation, or a sustained failure of the Service (Section 5.2).
• If you are a consumer in the EU/EEA, Switzerland or the United Kingdom, you have a statutory 14-day right of withdrawal whichever way you paid (Section 6). Your mandatory local consumer-protection rights always apply.

2. Scope and Who Sells to You

2.1 What this Policy covers. This Policy covers paid Plus Subscriptions purchased on the Maxemo website or web application (3-month, 6-month and 12-month terms) and any other amount charged to you for Maxemo through our checkout. The Free plan involves no payment and therefore no refund.

2.2 Checkout options. Your Plus Subscription is purchased either (a) through Razorpay (a "Razorpay Order"), or (b) where Paddle checkout is offered to you, through Paddle (a "Paddle Order"). Where both are available, the checkout shows which one you are using, and the refund terms that apply to it, before you pay.

2.3 Paddle Orders — Paddle is the Merchant of Record. Our order process for Paddle Orders is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all Paddle Orders. Paddle provides all customer service inquiries and handles returns for those orders. For a Paddle Order, Paddle processes your payment, collects and remits applicable sales tax, VAT or GST, issues your receipt or invoice, and issues refunds. Paddle Orders are also subject to Paddle's Buyer Terms and Paddle's Refund Policy, available at paddle.com/legal.

2.4 Razorpay Orders — Maxemo is the seller. For a Razorpay Order, Maxemo is the seller of record. Payments are processed by our payment gateway, Razorpay Software Private Limited, and refunds, where due, are issued by Maxemo to your original payment method through Razorpay. You do not need to contact Razorpay separately.

2.5 How to tell which one you used. A Paddle Order is confirmed by a receipt email from Paddle, and the charge usually appears on your statement with a Paddle descriptor (for example, "PADDLE.NET* MAXEMO"). A Razorpay Order is confirmed by a receipt from Maxemo, and the charge usually appears as "MAXEMO" or with a Razorpay prefix (for example, "RAZ*MAXEMO"). The payment method for your current Subscription is also shown in Account Settings → Subscription. If you are unsure, email support@maxemo.app.

2.6 How this Policy relates to Paddle's terms. For Paddle Orders, this Policy and Paddle's Refund Policy both apply. Where they differ, you will receive whichever outcome is more favourable to you. Paddle's terms do not apply to Razorpay Orders.

2.7 Purchases made elsewhere. If you ever purchase or subscribe through a third-party platform or app store rather than through our checkout, that platform's refund and cancellation rules apply to that purchase and refund requests must be made to that platform.

3. 14-Day Refund Guarantee (Paddle Orders Only)

3.1 Full refund within 14 days. For a Paddle Order, you may request a full refund of any Plus Subscription payment — including your first purchase and any automatic renewal — within 14 days of the date of that payment, for any reason or no reason.

3.2 Not available for Razorpay Orders. The 14-day refund in this Section 3 applies only to payments made through Paddle. It does not apply to Razorpay Orders, which are governed by Section 5. This does not affect the statutory rights described in Section 6, or any other mandatory refund or cancellation right under the law of your country of residence, all of which apply whichever way you paid.

3.3 Effect of a refund. When a refund under this Section is issued, your Plus access for the refunded period ends and your Account reverts to the Free plan. Your Account, study history and progress are retained in accordance with our Privacy Policy.

3.4 Abuse. We and Paddle may decline a refund request where there is evidence of fraud, refund abuse or other manipulative behaviour — for example, repeatedly purchasing, using and refunding Plus, or creating multiple Accounts to obtain repeated refunds. This does not affect your statutory rights.

4. Cancelling Your Plus Subscription

4.1 How to cancel. You may cancel at any time, with no cancellation fee, by any of the following: (a) in the web application, via Account Settings → Subscription → Cancel Subscription; (b) for Paddle Orders, through the Paddle customer portal, using the "Manage subscription" link in your Paddle receipt email, or at paddle.net; or (c) by emailing support@maxemo.app from the email address registered to your Account. Because you subscribed online, you can cancel online — no phone call, chat retention flow or in-person step is required.

4.2 When cancellation takes effect. Cancellation takes effect at the end of your current paid term. You keep full Plus access until that date, and you will not be charged again after cancellation takes effect.

4.3 What happens afterwards. When cancellation takes effect, your Account reverts to the Free plan and its limits as described in the Terms and Conditions and the Subscription and Auto-Renewal Terms. Locked study materials and locked analytics re-lock. Your Account, study history and progress are retained in accordance with our Privacy Policy.

4.4 Cancelling and refunds. Cancelling stops future renewals; it does not by itself produce a refund. For a Paddle Order, if you cancel within 14 days of a payment and would also like that payment refunded, request a refund under Section 3. Otherwise, no refund or credit is given for the unused remainder of a paid term when you cancel, except as set out in Sections 5.2, 5.6 and 6 or where required by law.

4.5 Recurring-payment mandates (India). Where your payment method uses a recurring-payment mandate (for example, cards or UPI issued in India under Reserve Bank of India e-mandate rules), cancelling your Subscription also cancels the associated mandate. You may additionally cancel or modify the mandate through your bank or UPI application.

4.6 Cancelling is not the same as deleting your Account. Cancelling stops billing but keeps your Account and data. If you also want your Account and personal data deleted, make a deletion request as described in our Privacy Policy. Deleting your Account does not by itself generate a refund of amounts already paid.

5. Other Refunds

5.1 General position. A Plus Subscription gives you immediate access to digital content, study materials and tools. For that reason, and except as set out in Section 5.2, Section 5.6, Section 6 or where the law requires otherwise: (a) a Razorpay Order is not refundable once the subscription period has begun; and (b) a Paddle Order is not refundable once the 14-day refund period in Section 3 has ended. Unused time is not pro-rated.

5.2 When a refund will always be given. Whichever way you paid, and regardless of when you ask (subject to Section 8.3), a refund (full or, where more appropriate, pro-rated) will be issued where:

• (a) Billing error — you were charged the wrong amount, charged in the wrong currency, or charged for a plan you did not select.
• (b) Duplicate charge — you were charged more than once for the same subscription period.
• (c) Renewal after cancellation — you cancelled before the renewal date but were still charged. The erroneous renewal is refunded in full.
• (d) Cancellation prevented by a fault on our side — you attempted to cancel in time but were unable to because of a technical failure in the Service, and were charged as a result.
• (e) Unauthorised transaction — the charge was not authorised by you, subject to Section 10.
• (f) Failure to deliver the Service — a sustained technical failure attributable to us prevents you from accessing Plus for a material part of your paid term and we are unable to resolve it within a reasonable time. In that case you may choose, where practicable, a service credit or a pro-rated refund for the affected period.
• (g) Statutory right — applicable consumer-protection law entitles you to a refund (see Sections 6 and 12).

5.3 Goodwill refunds. We (and, for Paddle Orders, Paddle) may at our discretion issue a goodwill refund or service credit in circumstances not listed above. Doing so in one case does not create an obligation to do so in any other case.

5.4 Plan changes mid-term. If you switch between the 3-, 6- and 12-month Plus plans, the new term and price take effect at your next renewal date. You keep your current term's access until then, and no refund or credit is given for any price difference during the current term.

5.5 Termination for breach. If we suspend or terminate your Account because you have breached the Terms and Conditions or the Acceptable Use Policy (including the repeat-infringer policy), no refund is given for any unused portion of your Subscription, except, for a Paddle Order, within the 14-day refund period in Section 3 where no abuse under Section 3.4 is involved, or where a refund is required by law.

5.6 Discontinuation of the Service. If we permanently discontinue the Service, or discontinue Plus, during a term you have paid for, you will receive a pro-rated refund for the unused portion of that term, whichever way you paid.

6. Statutory Withdrawal Rights (EU/EEA, Switzerland, UK and Other Countries)

6.1 Who this applies to. This Section applies whichever way you paid, if you are a consumer resident in the European Union, European Economic Area, Switzerland or the United Kingdom. It prevails over Sections 4.4 and 5.1.

6.2 Your 14-day right. Under the EU Consumer Rights Directive (2011/83/EU) and, in the United Kingdom, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to withdraw from a distance contract within 14 days of entering into it, without giving any reason.

6.3 Paddle Orders. For Paddle Orders, the 14-day refund in Section 3 is designed to meet or exceed this right. For UK consumers on a 12-month plan, a new 14-day withdrawal period may also apply on each automatic renewal.

6.4 Razorpay Orders. For a Razorpay Order, if you validly withdraw within the 14-day withdrawal period under this Section, you will receive a full refund, even though your Plus access began immediately. This applies in place of Sections 5.1 and 11(a) for consumers covered by this Section.

6.5 Withdrawing. For a Paddle Order, you may withdraw using the withdrawal option in the Paddle customer portal (via the "Manage subscription" or "Manage transaction" link in your Paddle receipt email) or through paddle.net. For any order, you may email support@maxemo.app within 14 days stating clearly that you wish to withdraw. You may use the model withdrawal form set out in the applicable legislation, but you are not required to.

6.6 Reimbursement. Where you validly withdraw, you will be reimbursed without undue delay and in any event within 14 days of being informed of your decision, using the same means of payment you used for the original transaction, and without any fee.

6.7 Failure to disclose. If the required pre-contractual information was not given to you, your withdrawal period is extended as provided by the applicable legislation.

6.8 Other countries. Consumers in some other countries have statutory cancellation periods for online purchases (for example, as reflected in Paddle's Refund Policy, 14 days in Turkey and Israel, 7 days in South Korea, Brazil, China and Canada, and 5 days in Singapore). Where such a right applies to you, it is honoured whichever way you paid.

7. Failed Payments, Suspension and Reinstatement

7.1 Failed recurring payments. If a recurring payment fails, you will be notified and the charge may be retried as described in the Subscription and Auto-Renewal Terms. Plus access continues during that grace period. If payment ultimately fails, the Subscription is suspended and the Account reverts to Free-plan access and limits.

7.2 No charge for suspended periods. You are not charged for periods during which your Subscription was suspended for payment failure, and no refund arises in respect of those periods because no charge was collected.

7.3 Reinstatement. You may update your payment method at any time in Account Settings → Subscription (or, for Paddle Orders, through the Paddle customer portal), after which the outstanding charge will be attempted and, if it succeeds, Plus access restored.

8. How to Request a Refund

8.1 Paddle Orders. The quickest way is through Paddle: use the link in your Paddle receipt email, or visit paddle.net, look up your purchase and select "Request refund". You may also email support@maxemo.app and we will pass your request to Paddle and follow it through on your behalf.

8.2 Razorpay Orders. Email support@maxemo.app from the email address registered to your Account, including: (a) the email address on your Account; (b) the transaction ID or invoice number, or the date and amount of the charge; (c) which charge you mean; and (d) the reason for your request.

8.3 Time limits. Requests under Section 3 (Paddle Orders) must be made within 14 days of the payment concerned. Other refund requests should be made within 30 days of the charge or event concerned; later requests may still be considered, and this time limit does not apply where a longer period is given to you by law.

8.4 Response times. We aim to acknowledge refund requests sent to us within 2 business days. For Paddle Orders, eligible refunds are processed by Paddle within 14 days of approval, and statutory withdrawals within 14 days of the request. For Razorpay Orders, we aim to decide requests, and process approved refunds, within 5 to 10 business days of approval, and we will keep you informed where a request requires investigation.

8.5 Information that may be requested. Reasonable information may be requested to verify your identity, your Account and the facts of the charge, particularly for disputed or allegedly unauthorised transactions.

8.6 If a request is declined. If a refund request is declined, you will be told why. You may escalate to our Grievance Officer under Section 12, and nothing in this Policy limits your right to pursue remedies available to you under applicable consumer-protection law.

9. How Refunds Are Processed

9.1 Who issues the refund. Refunds on Paddle Orders are issued by Paddle, as Merchant of Record. Refunds on Razorpay Orders are issued by Maxemo through Razorpay. In both cases refunds go to the original payment method used for the transaction where possible, and cannot be made to a different payment method, account or person.

9.2 Currency. Refunds are issued in the currency of the original charge unless the payment provider or applicable law requires otherwise. Any currency conversion is carried out by your bank or card issuer at its prevailing rate, so the amount you receive in your local currency may differ slightly from the amount you originally paid. That difference, and any international transaction or conversion fee charged by your bank, is outside our control.

9.3 Timing. Once a refund is issued, the time it takes to appear depends on your bank, card network and payment provider — typically 5 to 10 business days for cards, and 3 to 7 business days for UPI, net banking and wallets.

9.4 Taxes. Where a refund is issued, any tax collected on the original transaction is refunded proportionately — for Paddle Orders, the sales tax, VAT or GST collected by Paddle; for Razorpay Orders, any GST or other tax collected by Maxemo — and a credit note is issued where required by applicable tax law.

10. Unauthorised Charges, Fraud and Chargebacks

10.1 Unauthorised charges. If you believe a charge was not authorised by you, contact support@maxemo.app (or, for a Paddle Order, Paddle via paddle.net) as soon as possible, ideally within 48 hours of noticing it. Confirmed unauthorised charges are refunded in full, and we may carry out an Account security review.

10.2 Please contact us first. If you think a charge is wrong, please contact us (or, for a Paddle Order, Paddle) before filing a chargeback or payment dispute with your bank or card issuer. Most issues — billing errors, duplicate charges, renewals after cancellation — are resolved far faster directly. This does not limit your legal right to dispute a charge.

10.3 Effect of a dispute. While a chargeback or payment dispute is under review, access to Plus may be suspended. Disputes concerning a Subscription you knowingly purchased and used may be contested using records such as evidence of your consent, the terms you agreed to, your usage of the Service and the notices sent to you.

10.4 Dispute timelines. Chargeback timelines are set by the card networks and payment providers, commonly between 30 and 90 days.

11. What Is Not Refundable — Summary

For clarity, and subject always to Section 3 (14-day refund for Paddle Orders), Sections 5.2 and 5.6, Section 6 and your statutory rights, the following are generally not refundable:

• (a) a Razorpay Order once its subscription period has begun, or a Paddle Order more than 14 days after the payment, where none of the grounds in Section 5.2 applies — including where you simply change your mind, stop using the Service, or did not use it as much as you expected;
• (b) the unused remainder of a term after you cancel (except within the 14-day refund period for a Paddle Order);
• (c) promotional credits, bonus periods and referral rewards, which have no cash value (where a refund is due on a discounted purchase, it is calculated on the amount actually paid, and bonus periods granted with that purchase may be withdrawn);
• (d) amounts covered by Section 5.5 (termination for breach); and
• (e) bank, card-issuer or currency-conversion fees charged to you by a third party.

12. Your Statutory Consumer Rights and Grievance Redressal

12.1 This Policy does not limit or exclude any mandatory consumer-protection rights that apply to you and cannot be waived by contract, including rights under India's Consumer Protection Act, 2019 (including in respect of deficiency in service), the consumer-protection framework of the United Arab Emirates, and the consumer laws of the EU/EEA and United Kingdom. Where any such right applies, it prevails over any narrower term in this Policy to the extent of the inconsistency.

12.2 If you are not satisfied with how a refund, cancellation or billing matter has been handled, you may escalate it to our Grievance Officer: Naseeb D — naseeb@maxemo.ai. We will acknowledge your grievance within 24 hours and endeavour to resolve it within 15 days, or within the period prescribed by applicable rules.

13. Changes to This Policy

13.1 We may update this Policy from time to time, for example to reflect changes to the Service, to our payment arrangements, or to applicable law.

13.2 The version of this Policy in force at the time of your purchase governs that purchase, except where a change is required by law or is more favourable to you.

13.3 Where a change materially affects your rights, we will notify you by email to your registered email address and by an in-app notification before it takes effect.

14. Governing Law

14.1 This Policy is governed by the laws of India, and the courts of India have jurisdiction, without depriving you of the protection of any mandatory consumer-protection rights available to you under the law of your country of residence. For Paddle Orders, your purchase contract with Paddle is governed by Paddle's Buyer Terms.

14.2 This Policy forms part of the Agreements described in our Terms and Conditions. The dispute-resolution provisions of the Terms and Conditions apply to disputes with Maxemo arising under this Policy.

15. Contact Us

Paddle Orders (refunds, receipts, payments): Paddle — paddle.net

Razorpay Orders, and all other refund, cancellation or billing questions: support@maxemo.app

Grievance Officer: Naseeb D — naseeb@maxemo.ai

BlackPie Technologies Private Limited, C/O Muhamed Iliyas P, Rise, Areekode, Sullamusalam, Areacode, Ernad, Malappuram – 673639, Kerala, India.