Refund Policy

This Refund Policy explains when and how Big Market 360 Private Limited, F211, Express Zone Commercial Hub, B wing, Malad East, Mumbai-400063, India. refunds fees paid to us. It applies only to fees paid to the Company — not to payments a Buyer makes to a Supplier for goods or services, which are governed by the contract between those two parties.

1. What this policy covers

• Subscription fees for supplier plans (Growth, Verified+).
• Any one-time fees for platform services purchased from the Company (for example, dedicated onboarding).

2. What this policy does not cover

• Payments a Buyer makes directly to a Supplier for goods, samples, or services. These are between the Buyer and the Supplier. If a Buyer is dissatisfied with a Supplier's product or delivery, refer to your quote, your invoice, and your contract with that Supplier. Trade Mongo may assist through the Buyer protection process but is not the merchant for such transactions.
• Third-party charges (payment gateway fees, GST paid to the government, currency conversion charges).

3. Subscription refunds

• Cancellation before the next billing cycle: you can cancel at any time. The plan remains active until the end of the current billing period. No refund is issued for the current billing period; you retain access until it ends.
• Wrong plan / duplicate payment / billing error: we refund in full within 7 business days of receiving proof, including duplicate charges captured by our payment provider.
• Service downtime: if the Service is unavailable for more than 24 continuous hours in a billing month due to a fault on our side, we credit a pro-rata amount to your next invoice on request.

4. Onboarding and one-time services

• If we are unable to deliver a purchased one-time service (for example, on-site verification cannot be scheduled within 60 days), you may request a full refund.
• If the service has been delivered, no refund is issued.

5. How to request a refund

Email [email protected] from the account email address with:

1. The account name and email.
2. The invoice or receipt reference.
3. The reason for the request.

We acknowledge within 3 business days and complete eligible refunds within 7 business days of approval. Refunds are made to the original payment instrument.

6. Chargebacks

We reserve the right to suspend a User's account if a chargeback is filed for a service that has been delivered. We prefer to resolve the dispute directly — please contact [email protected] before filing a chargeback.

7. Grievances

If you are not satisfied with the outcome of a refund request, escalate to our grievance officer at [email protected]. See Contact us for the full escalation address.