1. Overview
This Refund Policy applies to all subscriptions and purchases made on CTX.works, including EVlo, CTX-RSVP, and CTX-Stay modules. It governs eligibility for refunds under different billing models.
All amounts are in Indian Rupees (INR). Refunds are processed to the original payment method via Razorpay. Processing times are 7–10 business days from approval, subject to your bank or payment provider.
2. Trial period
A payment mandate (UPI AutoPay, card, or eNACH) is captured during the trial period but the first charge only fires when the trial ends. If you cancel before the trial ends, the mandate is released and you are not charged.
- Cancel before trial ends → no charge, mandate released, no refund needed.
- Do not add a payment method → subscription expires, no charge, no refund needed.
- Trial converts to paid subscription → first charge fires on trial end date; refund eligibility follows the rules for monthly or annual subscriptions below.
3. Monthly subscriptions
Monthly subscriptions are billed at the start of each billing period and grant access for that full calendar month.
- Cancel during a monthly period → no refund; access continues to the period end date.
- Downgrade during a monthly period → downgrade takes effect at the next renewal; no credit for the current period.
- Upgrade during a monthly period → pro-rated charge for the tier difference is collected immediately; no refund for the original charge.
4. Annual subscriptions
Annual subscriptions are charged upfront for the full year at the annual rate (which is approximately 17% cheaper than paying monthly).
Cancellation within 30 days of annual charge — Eligible for pro-rated refund
If you cancel an annual subscription within 30 calendar days of the annual billing date, you are eligible for a pro-rated refund for the remaining unused months.
Refund = Annual price × (remaining full months / 12)
Example: EVlo Growth annual ₹1,50,000. Cancel in month 1 (within 30 days).
Refund = ₹1,50,000 × (11 / 12) = ₹1,37,500 (pre-GST).
GST (₹27,000 paid) is refunded in proportion: ₹24,750 refunded.
Total refund: ₹1,62,250 (inclusive of GST).
Cancellation after 30 days of annual charge — No refund
Cancellations made more than 30 calendar days after the annual billing date are not eligible for a refund. Access continues until the end of the annual subscription period.
You may still cancel at any time to prevent auto-renewal at the next annual billing date.
Mid-year downgrade or module removal
Downgrades and module removals on annual subscriptions take effect at the next renewal date. No credit or refund is issued for the difference during the current annual period.
5. Overages & add-ons
One-time add-ons (extra events packs, AI voice minutes, bulk data exports) are non-refundable once the add-on has been activated. If an add-on was purchased but not used (e.g. extra events pack purchased and not consumed), contact us within 7 days and we will review on a case-by-case basis.
Recurring add-ons (white-label domain, priority support seat) follow the same monthly/annual subscription rules as the base subscription.
6. Pay-per-event purchases
PAY_PER_EVENT purchases are one-time payments for a single event. They are non-refundable once the event has been activated (i.e. once vehicles, guests, or rooms have been added to the event).
If a PAY_PER_EVENT purchase was made but the event was never activated and no data was entered, contact support within 7 days for a full refund.
7. Exception process
We understand that unusual situations arise. If you believe you are entitled to a refund outside the rules above — for example due to:
- A confirmed service outage that prevented you from running a paid event
- A billing error (e.g. charged twice for the same period)
- A circumstance not covered by this policy that you believe warrants review
Please email support@ctx.works with the subject line "Refund Request — [your org name]". Include:
- The email address associated with your account
- The Razorpay payment ID or CTX invoice number
- A description of the issue and why you believe a refund is warranted
PLATFORM_ADMIN will review the request manually and respond within 3 business days. Exception refunds are granted at our discretion and do not create a precedent for future requests.
8. Refund processing
All approved refunds are processed via the original payment method through Razorpay:
- Credit/debit card: 5–10 business days (depends on your card issuer)
- UPI AutoPay: 3–5 business days
- eNACH: 7–10 business days
You will receive a confirmation email when the refund is initiated. The GST component of eligible refunds is also refunded in proportion to the base refund amount. We issue a Credit Note as required under GST rules.
We do not offer refunds in cash or via alternative payment methods (e.g. UPI to a different bank account, bank transfer, or cheque).
9. Non-refundable items — summary
For clarity, the following are never refundable:
- Monthly subscription charges for the current billing period
- Annual subscription charges when cancellation is made more than 30 days after the annual billing date
- Overage charges once invoiced
- One-time add-ons (extra events packs, voice minutes) once activated
- PAY_PER_EVENT purchases once the event has been activated
- Setup fees, if any (currently none are charged)
10. Contact
For refund requests or questions about this policy:
- Email: support@ctx.works
- Subject line: Refund Request — [your org name]
- Response time: within 3 business days
For other inquiries, use our contact form.