Draft 0.3-draft · 8 November 2026 · pending review by qualified counsel
Refund and cancellation policy
How plan cancellations, scan-credit purchases, failed payments and refunds work. Shown before you pay.
Updated By Drive Digital Editorial
Direct answer
What does the Spy Monk refund and cancellation policy cover?
The draft policy proposes: cancel from Billing at any time with no cancellation fee and the plan active to the end of the paid period; refunds for unconfirmed or duplicate charges; credits returned when a run cannot be queued on our side; a 14-day window for unused purchased credits; payment to the original method within about seven working days.
- Draft 0.3 — pending review by qualified counsel and finance
- Prices in INR, exclusive of GST; plans activate only after the gateway confirms payment
Status
About this draft
Draft — pending review by qualified counsel. This document is a working draft prepared by the Spy Monk content team with reference to the sources listed in our editorial source log. It is not legal advice and has not been approved by counsel. Text in [square brackets] is a placeholder to be completed or confirmed before publication. Version 0.3-draft, dated 8 November 2026 (v7.4: e-mail and WhatsApp are the only message channels; membership and credit rules). English only until counsel approval; a Hindi version follows (legal-review register LR-14).
1. In short
- You can cancel a paid plan at any time from Billing. [Proposed: cancellation stops the next renewal; your plan stays active until the end of the period already paid for.]
- We do not charge a cancellation fee. [Counsel to confirm application of rule 4(8) of the Consumer Protection (E-Commerce) Rules, 2020.]
- If a payment is taken but not confirmed, or you are charged twice, we refund the amount that should not have been charged.
- Prices are in INR and exclusive of GST. Prices shown before Drive Digital publishes final prices are illustrative; you pay the amount shown at checkout, with its tax line, after you confirm it.
2. Plans and billing periods
One-time purchases are for a defined piece of work and do not renew. Monthly and yearly plans renew automatically at the end of each period until you cancel; cancelling stops the next renewal and the plan stays active until the end of the period already paid for.
If a renewal payment fails, the plan becomes past due, then enters a short grace period in which features stay on, and is then suspended until payment is made. [Proposed: grace period of [7] days; finance to confirm.]
[Proposed: monthly and yearly plans are not refundable for the unused part of a period once services under that period have been used, except where required by law or where the service was not provided as described. Counsel and finance to confirm, including treatment of yearly plans cancelled early.]
3. Scan credits
A manual scan reserves one credit before it starts. The credit is used when the scan completes and is returned to your balance automatically if the scan fails for a technical reason on our side, or if it cannot be queued. Scheduled monitoring runs use one credit each in the same way. A replayed or duplicated payment notification never adds credits twice. [Proposed: unused purchased credits are refundable within [14] days of purchase if none of that purchase has been used.]
4. Failed, pending and duplicate payments
A plan or credit purchase activates only after the payment provider confirms it. If money leaves your account but payment is not confirmed, it is normally reversed by the payment provider or bank; if it is not, contact us with the payment reference and we will investigate.
5. How refunds are paid
Accepted refunds are paid to the original payment method within a reasonable period [proposed: within 7 working days of approval; bank processing times may add to this].
6. Separately quoted services
Consultations are booked from Help → Book a consultation. Each has a quote from the professional, which you approve before anything is charged, and the reschedule and cancellation window is shown before you confirm. If a session does not start on time it is marked late and you can reschedule. [Proposed: free rescheduling or cancellation up to [24] hours before the start; counsel and finance to confirm refunds when a session is late, cut short or does not take place.] Managed services, if and when offered, will have their own quotation and terms.
7. Complaints
Use the grievance page for any billing complaint. Timelines are listed there.