Refund & Cancellation Policy

Effective date: 18 June 2026

This policy explains how billing, cancellations, and refunds work for Sortefi, a product of Sortefi LLP. It should be read together with our Terms of Use.

1. Pay-Per-Query Billing

Sortefi operates on a pay-per-query model. There is no recurring subscription. You purchase credits in advance through our payment processor, Razorpay, and credits are consumed each time you submit a query. The cost of a query depends on its complexity and is shown in your account.

2. Credit Balance & Expiry

Your purchased credit balance never expires — unused credits remain in your account indefinitely.
Because there is no subscription, there is nothing to "cancel". You may simply stop purchasing credits at any time; any remaining balance stays in your account for future use.

3. Refunds

Credits that have already been consumed by submitting queries are non-refundable, as the service has been rendered. For unused credits, we offer refunds in the following circumstances:

Duplicate or accidental charges — if you were billed more than once for the same top-up, or a charge was made in error, we will refund the affected amount in full.
Failed top-ups — if a payment was deducted but credits were not added to your account, we will either add the credits or refund the amount.
Where required by law — refunds will be provided wherever mandated by applicable consumer-protection law.

4. How to Request a Refund

To request a refund, email support@sortefi.com from the email address registered to your account, including the approximate date and amount of the transaction and the reason for your request. We aim to respond within 3 business days.

5. Processing Time

Approved refunds are processed back to your original payment method via Razorpay. Once initiated, it typically takes 5–10 business days for the amount to reflect in your account, depending on your bank or card issuer.

6. Contact

For any questions about billing, cancellations, or refunds, contact us at support@sortefi.com.