Refund Policy

This Refund Policy forms part of our Terms of Service and applies to all paid subscriptions to the Magdox platform offered by Magdox Private Limited ("Magdox", "we", "us", or "our"). All payments are processed by Dodo Payments, our authorized Merchant of Record.

1. Free Trial First

Every plan includes a free trial so you can explore the full platform before paying anything. We want you to feel confident before committing, which is why the trial gives you real access, not a limited preview. If the product is not what you need, cancel during the trial and you will not be charged.

2. Fees Are Non-Refundable After the Trial

Once your trial ends and your first payment goes through, that fee is non-refundable. This applies to monthly and annual plans equally, and covers situations like not using the platform, cancelling mid-cycle, or changing your mind. We are upfront about this because we believe the trial is the right place to evaluate Magdox. By the time you subscribe, you have already seen what the product does.

3. When We Will Refund You

There are two situations where we will always issue a refund.

If we made a billing error. A duplicate charge, a charge after you had already cancelled, or any amount that does not match what you agreed to. Contact us at [email protected] within 14 days of the charge and we will sort it out promptly.

If we cannot deliver the service. If Magdox has a significant failure and we are unable to fix it within a reasonable time after you notify us, we will refund the affected period. We are not going to keep your money if we are the ones who failed to deliver.

Approved refunds are processed through Dodo Payments back to your original payment method, typically within 5 to 10 business days depending on your bank.

4. Cancellation

You can cancel anytime from your account settings. No cancellation fee, no paperwork required. Your access continues until the end of the billing period you have already paid for, then it stops. We do not charge you again after that.

5. Plan Changes

Moving to a higher plan mid-cycle gives you a prorated credit for the unused portion of your current period, applied toward the new plan. Moving to a lower plan takes effect at your next renewal. No refund is issued for the pricing difference during the current period.

6. Enterprise Plans

Enterprise customers have refund and cancellation terms as specified in their Master Service Agreement. If your agreement does not cover this, the terms above apply.

7. SLA Credits

Enterprise customers may be entitled to service credits if Magdox fails to meet the uptime commitments in their Service Level Agreement. Credits are applied to future invoices and are not paid out as cash refunds.

8. Dodo Payments as Merchant of Record

Dodo Payments processes all transactions as our Merchant of Record, meaning Dodo Payments is the legal seller on your receipt. Dodo Payments' own Buyer Terms also apply to your purchase. In some countries, local consumer protection laws give buyers statutory refund rights that no contract can override. Where those laws apply, Dodo Payments may process a refund to comply with that legal obligation. That is Dodo Payments acting on their own legal duties as the seller of record, not a change to this policy.

9. Disputed Charges

If you believe a charge is incorrect, please contact [email protected] before filing a dispute or chargeback with your bank or Dodo Payments. We will investigate and resolve valid billing issues quickly. Filing a chargeback without contacting us first may result in temporary suspension of your account while the dispute is reviewed.

10. Grievance Redressal

Billing complaints that are not resolved by our support team can be escalated to our Grievance Officer at [email protected]. Complaints are acknowledged within 48 hours and resolved within one month, in line with the Consumer Protection (E-Commerce) Rules, 2020.

11. Changes to This Policy

We may update this policy from time to time. If we make a material change, we will email your billing contact at least 14 days before it takes effect. Continuing to use Magdox after that date means you accept the updated policy.