Refund Policy
1. Overview
EngageDM uses a prepaid recharge model. When you purchase a plan (Monthly, Quarterly, 6-Month, or Yearly), you are prepaying for a fixed period of access. The full amount is charged upfront at the time of purchase and credited to your account immediately. Payments are processed via Razorpay.
Because access to all Pro features is granted immediately upon payment, refunds are only issued in limited circumstances as described below.
2. Eligible Refunds
- Duplicate payment: If you were charged more than once for the same recharge due to a verified technical error on our payment system.
- Service unavailability: If EngageDM (excluding Instagram API outages) was completely inaccessible for more than 72 consecutive hours during your prepaid period, and you contact us within 7 days of the incident.
- Billing error: If you were charged an incorrect amount due to a confirmed pricing or system error on our part.
- Accidental recharge within 24 hours: If you contact us within 24 hours of payment and have not used the Pro features (no automation executions recorded), we will review on a case-by-case basis.
All refund requests are reviewed manually and approved at our sole discretion.
3. Non-Refundable Situations
- Change of mind or dissatisfaction with results — DM automation outcomes depend on your content, captions, and audience, which are outside our control.
- Recharges that have been partially or fully consumed (automation executions recorded).
- Requests made more than 7 days after the recharge date.
- Account suspension or termination due to violations of our Terms of Service.
- Service disruptions caused by Instagram / Meta API changes, rate limit enforcement, or policy changes outside our control.
- Unused balance at the end of a prepaid period — unused credit does not carry over and is non-refundable.
- Failure to use the recharge (inactivity is not grounds for a refund).
4. Refund Processing Fees
When a refund is approved and processed, the following deductions will be made from the refund amount before it is returned to you:
- Razorpay gateway fee: The transaction fee charged by Razorpay at the time of the original payment (typically 2%–3% of the transaction value, depending on the payment method used).
- GST on gateway fees: Any applicable GST charged on the payment gateway fee.
- Any other payment processing charges incurred during the original transaction or the refund transaction.
EngageDM does not profit from refund deductions. These fees are passed through directly from our payment processor and are not recoverable by us. The net amount after all applicable deductions will be returned to your original payment method.
By making a payment on EngageDM, you acknowledge and agree that any approved refund will be subject to these deductions.
5. How to Request a Refund
To request a refund, email [email protected] with the subject line "Refund Request" and include:
- Your registered email address
- The date and amount of the recharge
- The reason for the refund request
- Your Razorpay order or transaction ID (available in your Billing Settings)
We will respond within 3 business days. If approved, we will inform you of the net refund amount (after applicable processing fee deductions) before proceeding.
6. Processing Timeline
Approved refunds are returned to your original payment method via Razorpay. Typical timelines after approval:
- Credit/Debit Card: 5–10 business days
- UPI: 1–3 business days
- Net Banking: 3–5 business days
The amount credited will be the original payment minus all applicable payment gateway fees and charges as described in Section 4.
7. Contact Us
If you have questions about this Refund Policy or want to discuss a billing issue, please reach out before making a purchase:
- Email: [email protected]
- Contact form: engagedm.in/contact