This policy covers two different things: (A) refunds and cancellation of your Nxcart subscription (the fees you pay us), and (B) the refund obligations a merchant owes its own shoppers. Please read the part that applies to you.
Part A — Your Nxcart subscription
1. Trial, plans & billing
New stores start with a 7-day free trial. No payment method is required to begin, and we do not charge you during the trial.
Nxcart does not offer a free plan. To keep selling after the trial, you choose a paid plan. Paid plans are billed in advance in INR through your chosen payment method via Razorpay, and renew automatically at the start of each billing cycle until you cancel.
If the trial ends and you have not subscribed, your store enters an inactive state — see section 2 for exactly what that means.
2. Cancelling, and what happens to your store
You can cancel at any time from your admin (Settings → Plan & billing). Cancellation stops the next renewal — it is not immediate. Your store stays on its current plan for the remainder of the period you have already paid for. We do not charge a cancellation fee.
When that paid period ends (or when a trial ends without a subscription), the store becomes inactive. In the inactive state:
- Your storefront is no longer publicly reachable, and cannot accept orders or payments.
- You keep access to your admin. You can still sign in and view or edit your products, orders and customers.
- We do not delete your data. It is retained as described in our Terms and Data Processing Addendum. To obtain a copy of your data, email contact@nxcart.io and we will provide an export within the window set out in those documents.
- Subscribing to a paid plan at any time reactivates the store immediately, with your catalog and history intact.
In short: you never lose your work, but an unpaid store cannot sell.
3. Refunds on subscription fees
- Subscription fees are generally non-refundable for the current billing period — when you cancel, you keep access until the period ends rather than receiving a pro-rated refund.
- If you were charged in error (e.g. a duplicate charge, or a charge after a timely cancellation), email us and we will refund the incorrect amount.
- If the Service was materially unavailable due to our fault for a sustained period, contact us — we will review the situation and may issue a credit or refund at our discretion.
- Nothing here limits any non-waivable right you have under the Consumer Protection Act, 2019.
4. How approved refunds are paid
Approved refunds are made to the original payment method through Razorpay. We initiate eligible refunds within 7 business days of approval; your bank or card issuer may take additional time to credit it, in line with Reserve Bank of India timelines.
5. How to request
Email contact@nxcart.io from your account email with your store name and the charge in question.
Part B — Refunds to shoppers on a merchant's store
6. Each merchant sets its own store policy
Nxcart is the technology platform; it is not the seller of the products sold on merchant storefronts. Each merchant is responsible for setting and honouring its own returns, cancellation, and refund policy for its shoppers, and for complying with applicable law.
7. The legal baseline (Consumer Protection (E-Commerce) Rules, 2020)
Merchants selling to consumers in India must, at a minimum:
- Publish a clear, accessible returns, refund, cancellation, and exchange policy before checkout.
- Not impose cancellation charges on a consumer for cancelling after purchase, unless the merchant bears similar charges when it cancels.
- Not refuse a refund or return for goods that are defective, deficient, spurious, not as described, or delivered late (except where late delivery was due to force majeure).
- Effect approved refunds within a reasonable time, in line with RBI timelines.
Nxcart provides the tools to publish a store policy and to process refunds, but the refund decision and obligation rest with the merchant. Shoppers with a refund question should contact the store they bought from; if you can't reach the merchant, you may write to us at contact@nxcart.io and we will try to help facilitate contact.
8. Changes
We may update this policy from time to time. Material changes will be communicated by email or in-app notice.