Refund Policy
A fair refund framework for buyers and creators — balancing trust with the nature of digital products.
Last updated: May 11, 2026
1. Nature of Products on Vemate
Vemate hosts exclusively digital products and services, which include but are not limited to:
- Downloadable files (eBooks, PDFs, templates, software)
- Online courses and pre-recorded video content
- 1-on-1 coaching sessions or live calls
- Community memberships and subscriptions
- Any other intangible digital goods
Because digital products are instantly accessible upon purchase and cannot be "returned" in the traditional sense, refund terms differ from physical goods. However, we ensure fair treatment for all parties.
2. Creator Refund Policy Categories
Each Creator must declare one of the following refund stances, which will be displayed on their product page:
A. No Refund Policy (Non-Refundable)
The Creator offers no refunds once the product is delivered or access is granted. This is common for:
- Downloadable files (PDFs, templates, software) accessed or downloaded immediately
- Live sessions that have already been conducted
- Community memberships once the billing cycle begins
Buyers acknowledge this before completing purchase. These transactions are final upon successful payment and delivery.
B. Conditional Refund Policy
The Creator offers refunds under specific conditions stated on the product page. Examples:
- Refund within 7 days if the course has less than a specified % of completion
- Refund if the product does not match its description
- Refund within 48 hours if the buyer has not downloaded or accessed the product
C. Satisfaction Guarantee
Some Creators may offer a full satisfaction-based refund within a stated window (e.g., 7 or 30 days), no questions asked. This policy is entirely at the Creator's discretion.
3. Platform-Level Refunds (Guaranteed by Vemate)
Regardless of the Creator's refund policy, Vemate guarantees a full refund in the following situations:
- Non-Delivery: The purchased product or access was never delivered to the buyer due to a technical error on the platform, and the Creator is unresponsive for more than 72 hours.
- Duplicate Charge: The buyer was charged more than once for the same order.
- Payment Failure with Deduction: The payment was deducted from the buyer's account but the order was not confirmed.
- Fraudulent Creator: The Creator account is found to be fraudulent, impersonating, or selling illegal content, and has been actioned by Vemate.
- Content Significantly Different from Description: The delivered product is materially different from what was described or advertised, verified by our team after review.
4. Non-Refundable Items (Always)
The following are never eligible for refund, regardless of Creator policy:
- Platform Fee (5%): Once a transaction is processed, the Vemate platform fee is non-refundable
- Payment Gateway Fees: Transaction processing fees charged by Easebuzz are non-refundable once a transaction is processed
- Completed 1-on-1 sessions that were attended by the buyer
- Community memberships for any already elapsed subscription period
- Products where the buyer has already downloaded all files and confirmed receipt
- Refund requests made more than 30 days after the purchase date (unless fraud is involved)
5. How to Request a Refund
Step 1: Contact the Creator First
For all refund requests covered under the Creator's policy, the buyer must first contact the Creator directly through the platform's messaging system or the Creator's support email listed on the product page.
Step 2: Raise a Platform Dispute (if needed)
If the Creator does not respond within 5 business days, or if the issue falls under a Platform-Level Refund (Section 3), contact Vemate at:
Subject: Refund Request — Order #[Your Order ID]
Include: Order ID, purchase date, reason for refund, screenshots (if applicable)
Response Time: Acknowledgement within 24 hours; Resolution within 7–10 business days
6. Refund Processing
- Approved refunds are processed back to the original payment method (UPI, bank account, card, wallet) via Easebuzz, our payment gateway
- Refunds are initiated within 5–7 business days of approval
- Depending on the payment method, the amount may take an additional 3–10 business days to reflect in your account
- For UPI and Net Banking: typically 3–5 business days
- For Credit/Debit Cards: typically 5–10 business days (as per card-issuing bank's timeline)
7. Chargebacks & Payment Disputes
We encourage buyers to first contact us at support@vemate.in before initiating a chargeback with their bank or payment provider, as chargebacks cause additional delays and costs for all parties.
Creator Liability: In the event of a chargeback, the Creator (Merchant) is responsible for providing fulfillment proof (e.g., delivery logs). If the Creator fails to provide valid proof and the chargeback is sustained, the total transaction amount plus applicable gateway dispute fees will be deducted from the Creator's settlement balance.
If a fraudulent chargeback is initiated for a legitimately delivered product by a Buyer, we reserve the right to suspend the buyer's account and pursue recovery through appropriate legal means.
8. Subscription Cancellations
For recurring subscription products (e.g., monthly community memberships):
- You may cancel your subscription at any time from your account settings
- Cancellation takes effect at the end of the current billing period; no prorated refunds are issued for unused days in the current period unless the Creator's policy explicitly states otherwise
- Future charges will not be made after cancellation
9. Amendments
Vemate reserves the right to amend this Refund Policy at any time with a notice of at least 7 days. Changes apply only to purchases made after the effective date.