1. SaaS subscriptions
Subscription fees paid to Telemerce (Lite, Pro, Business, Enterprise) are generally non-refundable. We may, at our discretion, issue a pro-rated refund if:
- You were double-charged for the same period, or
- A prolonged platform outage materially prevented you from using the service, or
- Applicable consumer law (e.g. EU 14-day withdrawal right) requires it.
Refund requests must be made within 14 days of the charge at billing@telemerce.site.
2. Manual payment top-ups (Binance / UPI)
When we cannot verify a payment, we do not credit your account and you should charge back with your original payment provider (Binance / UPI bank). Once credited, top-ups become plan payments and follow section 1.
3. Merchant-to-customer refunds
Refunds between you and your Telegram customers are your responsibility. Telemerce provides tooling (order → refund action) that credits the customer’s in-store wallet. Actual off-platform refunds (USDT, UPI, etc.) must be issued by you.
4. Chargebacks and fraud
Fraudulent chargebacks may result in account suspension. We cooperate with law enforcement where required.
5. Contact
billing@telemerce.site