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Refund Policy

Last updated: 25 August 2026

This Refund Policy applies to all paid services offered on Flip by Sanex Labs, including premium subscription plans and any other paid features. We strive to ensure a fair and transparent refund process for all users. This policy should be read in conjunction with our Terms of Service.

1. Scope of This Policy

This Refund Policy covers all monetary transactions made through the Flip platform, including subscription plan purchases, plan upgrades, plan renewals, and any other paid services or features offered by Sanex Labs. This policy does not apply to free-tier services as no monetary transaction is involved.

2. Free Services — No Refund Applicable

Flip's free tier (5 conversions for guests, 10 conversions for registered users per day) is provided at no cost. Since no payment is made for free-tier usage, no refund is applicable. If you experience issues with the free tier, please contact our support team for assistance.

3. Subscription Plan Refunds

If you are unsatisfied with a paid subscription plan, you may request a full refund within 7 calendar days of your initial purchase date, provided that you have not consumed more than 10% of the subscription's included conversion quota during that period. Refund requests made after 7 days or after consuming more than 10% of the quota will be evaluated on a case-by-case basis.

4. Eligibility Criteria for Refunds

To be eligible for a refund, you must meet all of the following criteria:

5. Non-Refundable Items

The following are not eligible for refunds:

6. Service Defect Refunds

If the Platform experiences a documented service defect that prevents you from using your paid subscription as intended (e.g., extended downtime exceeding 48 consecutive hours, systematic conversion failures for supported formats), you may request a full or prorated refund regardless of the 7-day window. Service defect refund requests require documentation such as screenshots, error messages, or support ticket references.

7. How to Request a Refund

To request a refund, please follow these steps:

Our support team will acknowledge your request within 2 business days and provide a resolution within 5 business days.

8. Refund Processing

Approved refunds will be processed through the original payment method used for the purchase. Refunds are processed via Razorpay and typically take 5–10 business days to reflect in your bank account or card statement, depending on your bank or financial institution. Sanex Labs is not responsible for delays caused by your bank or payment provider.

9. Partial Refunds

In cases where a full refund is not applicable, we may offer a partial refund calculated on a prorated basis. The prorated amount will be calculated based on the remaining unused days of your subscription period. Partial refunds are offered at our sole discretion and are intended to ensure fairness for both parties.

10. Subscription Cancellation

You may cancel your subscription at any time through your account dashboard. Upon cancellation, your subscription benefits will continue until the end of the current billing cycle. No refund will be issued for the remaining days of the current billing period unless a separate refund request is submitted and approved under this policy.

11. Auto-Renewal Refunds

If your subscription auto-renews and you did not intend to renew, you may request a refund within 48 hours of the auto-renewal charge, provided you have not used any conversions during the new billing cycle. We will send a renewal reminder email at least 3 days before the renewal date to give you sufficient time to cancel if desired.

12. Plan Upgrade and Downgrade

If you upgrade your subscription plan, the prorated difference will be charged immediately. Upgrades are non-refundable once the upgraded features have been used. If you downgrade your plan, the change will take effect at the start of the next billing cycle, and no refund will be issued for the difference in plan pricing during the current cycle.

13. Currency and Taxes

All refunds will be issued in Indian Rupees (INR), regardless of the original payment currency. Refund amounts will include any taxes (GST) that were charged at the time of purchase. Currency conversion fees or exchange rate differences incurred during the original transaction are not refundable by Sanex Labs.

14. Duplicate Payments

If you are charged twice or more for the same transaction due to a payment processing error, we will issue a full refund for the duplicate charge(s) upon verification. Please contact us immediately with the relevant transaction IDs, and we will resolve duplicate charges within 3 business days.

15. Failed Transactions

If a payment is debited from your account but the transaction fails to complete on our end (i.e., your subscription is not activated), the amount will typically be auto-reversed by your bank within 5–7 business days. If the reversal does not occur, please contact us with the transaction details for manual resolution.

16. Promotional and Discounted Plans

Subscriptions purchased at a promotional or discounted rate may have modified refund terms, which will be clearly communicated at the time of purchase. Unless otherwise stated, promotional plans follow the same 7-day refund window as standard plans. Refund amounts for promotional plans will be based on the actual amount paid, not the regular retail price.

17. Chargebacks and Disputes

We encourage you to contact us directly before initiating a chargeback with your bank or card issuer. If a chargeback is filed, we will provide relevant transaction documentation to the payment processor. Accounts associated with fraudulent chargebacks may be permanently suspended. Legitimate disputes will be resolved in good faith.

18. Refund for Account Closure

If you request account deletion while holding an active paid subscription, you must separately request a refund before account closure. Once your account is deleted, we may not be able to process refund requests as the associated transaction data may have been anonymised in compliance with our data retention policy.

19. Force Majeure

In the event of service disruptions caused by circumstances beyond our reasonable control (force majeure events), including natural disasters, pandemics, government actions, or infrastructure failures, refund timelines may be extended. We will communicate any such delays and process refunds as soon as practically possible.

20. Wallet Balance and Rewards

Reward credits deposited into your Flip wallet are promotional in nature and are not eligible for monetary refund. Wallet balances accumulated from rewards can only be withdrawn through the standard withdrawal process subject to minimum threshold requirements. Wallet balances from cancelled subscriptions or refunded transactions will be adjusted accordingly.

21. Group or Bulk Purchases

Refunds for group or bulk subscription purchases will be evaluated on a case-by-case basis. The refund amount will be prorated based on the number of unused licences and the remaining subscription period. Group administrators should contact us directly for bulk refund requests.

22. Third-Party Payment Gateway Limitations

Refunds are subject to the policies and processing times of our payment partner, Razorpay. Sanex Labs is not responsible for any delays, fees, or limitations imposed by Razorpay or your bank. In rare cases, Razorpay may reject a refund request due to technical limitations, in which case we will work with you to find an alternative resolution (e.g., account credit or manual bank transfer).

23. Abuse of Refund Policy

We reserve the right to deny refund requests if we detect a pattern of abuse, including but not limited to repeated purchases and refunds, using the refund window to access paid features for free, or creating multiple accounts to exploit the refund policy. Accounts found to be abusing the refund system may be permanently suspended.

24. Record Keeping

We maintain records of all refund requests, approvals, denials, and processing details for a minimum of 7 years in compliance with Indian financial regulations. These records may be used for audit purposes, dispute resolution, and fraud prevention.

25. Consumer Protection Rights

This Refund Policy does not override or diminish your statutory rights under the Consumer Protection Act, 2019 (India) or any other applicable consumer protection legislation. If any provision of this policy conflicts with your statutory rights, your statutory rights shall prevail.

26. Escalation Process

If you are unsatisfied with the outcome of your refund request, you may escalate through the following channels:

27. Modifications to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be communicated via email and posted on this page with an updated "Last updated" date. Material changes affecting existing subscriptions will not apply retroactively — they will only apply to purchases made after the change takes effect.

28. Acknowledgement

By purchasing a subscription or any paid service on Flip, you acknowledge that you have read, understood, and agree to this Refund Policy. A copy of this policy is accessible at all times from the footer of the Platform and is referenced during the checkout process.

29. Relationship with Other Policies

This Refund Policy forms part of the overall agreement between you and Sanex Labs, together with our Terms of Service and Privacy Policy. In the event of any conflict between this Refund Policy and the Terms of Service, the Terms of Service shall prevail unless the conflict relates specifically to refund or payment matters.

30. Contact Information

For refund requests, questions, or concerns, please contact us: