Refund Policy

1. Important Distinction

Rafto is a SaaS platform provider, not a seller or marketplace. This page covers two separate topics:

• Section A: Refunds for Rafto's own platform fees (paid by merchants to Rafto)
• Section B: Refunds for products purchased from merchant storefronts (transactions between merchants and their customers)

Section A: Rafto Platform Fee Refunds

2. Platform Fee

Rafto charges a flat platform fee of ₹3 per order (launch offer; standard rate ₹5 per order). An 18% GST is applicable on this platform fee as required under Indian tax law, making the total charge ₹3.54 per order during the launch offer (₹5.90 at standard rate). This fee is charged for the technology service of processing an order through the platform.

Fees are billed via monthly invoice. At the end of each calendar month, we count the total orders processed through your store and issue an invoice. Payment is due within the timeline stated on the invoice. If payment is not received by the due date, your store's order functionality may be temporarily suspended until the outstanding amount is cleared.

3. No Refunds on Platform Fees

Platform fees are non-refundable once an order has been processed through the system. This applies regardless of whether:

• The merchant later cancels the order
• The customer returns the product
• The merchant issues a refund to their customer
• The order is disputed between merchant and customer

The platform fee covers the cost of the technology service (storefront hosting, order processing, data storage) — which has already been provided at the time the order is placed.

4. Exceptions

We may issue a refund or credit for platform fees at our sole discretion in the following cases:

• Duplicate charges: If you are charged twice for the same order due to a technical error
• Platform error: If an order was created due to a demonstrable bug or system malfunction on Rafto's side (not due to merchant or customer action)
• Unauthorized charges: If charges were made without your authorization (subject to investigation)

To request a refund for any of these reasons, contact us at support@rafto.app within 30 days of the charge, with your store name, order number(s), and a description of the issue.

5. Account Closure

If you close your Rafto account, no refunds or credits will be issued for any previously charged platform fees. There is no prorated refund because Rafto does not charge subscription fees — you only pay per order.

6. Fee Disputes

If you believe a platform fee was charged in error, contact us within 30 days at support@rafto.app. We will investigate and respond within 10 business days. If you initiate a chargeback or payment dispute with your payment provider without first contacting us, we reserve the right to suspend your account until the dispute is resolved.

Section B: Product Refunds (Merchant Storefronts)

7. Rafto Is Not Responsible for Product Refunds

Rafto does not sell, ship, or fulfill any products. All products listed on Rafto-powered storefronts are sold directly by independent merchants. Rafto has no involvement in and no liability for:

• Product quality, authenticity, or condition
• Shipping, delivery, or fulfillment
• Returns, exchanges, or refunds
• Pricing, product descriptions, or advertising claims
• Customer service or dispute resolution

8. Contact the Merchant

If you purchased a product from a merchant's Rafto-powered store and need a refund, return, or exchange:

• Contact the merchant directly — use the contact information provided on their store page or in your order confirmation
• The merchant is the "Merchant of Record" and is solely responsible for their own refund, return, and cancellation policies
• Merchants are required to comply with consumer protection laws applicable in their jurisdiction and yours

9. Merchant Refund Obligations

Merchants using Rafto are independently responsible for:

• Setting and communicating clear refund, return, and cancellation policies on their storefronts
• Complying with consumer protection laws in all jurisdictions where they sell (e.g., mandatory cooling-off periods, defective product returns, distance selling regulations)
• Processing refunds directly to their customers through the same payment method used for the original purchase, or as otherwise agreed with the customer

Rafto does not mediate disputes between merchants and customers. If you are unable to resolve a dispute with a merchant, you may seek recourse through your local consumer protection authority or other legal channels.

10. Contact Us

For questions about this Refund Policy, or to report a platform fee billing issue, contact us at:

Email: support@rafto.app