Payments, cancellation and refunds

Section 1

Scope

This policy applies to fees paid directly to Pupchu Tech Private Limited for b2bsilvish supplier memberships, sponsored placement and expressly identified add-ons. It does not apply to product samples, orders, freight or payments between buyers and manufacturers, because those transactions occur outside b2bsilvish.

The order summary displayed before payment forms part of this policy and identifies the selected plan, base fee, discount, GST, term and included benefits.

Section 2

Annual billing and GST

Paid memberships are billed annually in advance. Current approved base prices are ₹60,000 plus GST for Growth and ₹1,00,000 plus GST for Sponsored, unless an authorised order summary records another price or discount. Growth includes a managed website benchmarked at ₹80,000, plus SEO at ₹30,000/month and website maintenance at ₹20,000/month—an included managed value of ₹6.8 lakh+ over the first year. Sponsored includes a premium website benchmarked at ₹1,00,000, the same SEO and maintenance coverage, and custom-domain connection—an included managed value of ₹7 lakh+ over the first year. These benchmark values describe included services and are not cash, credit or separately refundable amounts. The checkout order snapshot records the plan version, discount, taxable value, GST rate and total amount captured.

A tax invoice is issued using the legal name, billing address and GSTIN provided at purchase. The invoice shows the taxable value, GST amount and gross total. Suppliers are responsible for accurate invoice details and should request correction promptly where permitted by tax rules.

Section 3

Activation and guided onboarding

A plan is normally activated after confirmed payment and required account checks. Guided self-onboarding means a team member may demonstrate the portal through an online call; the supplier remains responsible for entering and approving its profile and listings.

Delay caused by missing supplier documents, unavailable supplier representatives or incomplete information does not automatically shift the subscription start date unless agreed in writing.

Section 4

Renewal and expiry

Growth and Sponsored are recurring annual subscriptions only when the supplier authorises the Razorpay mandate at checkout. Billing shows the exact next charge date supplied by Razorpay; no local access grant, support adjustment or complimentary extension changes that provider date.

If Razorpay cannot collect the renewal, access ends at the exact end of the already-paid term. We do not add a post-renewal grace period or complimentary extension. Razorpay may continue its own payment retry process, but a retry does not create platform entitlement and a new paid term begins only after a successful provider charge.

Section 5

Cancellation

A supplier may cancel future renewal at any time through Billing or Support. Cancellation stops the next renewal but does not ordinarily terminate or refund the current annual term.

Before activation, a written cancellation request may be approved where onboarding or paid delivery has not started and no non-recoverable payment or verification cost has been incurred. The final decision will consider the checkout terms and applicable law.

Section 6

When a refund may be approved

Submit a request through Help with the payment ID, invoice, amount, date, company name and reason. We normally acknowledge the request within two business days and aim to decide a complete request within seven business days.

An approved refund is initiated to the original payment method within five business days after approval. Banks, card networks, UPI providers and payment processors may then take a further five to ten business days to show the credit. We provide the available refund reference, and GST and invoice treatment follows applicable tax rules.

• Duplicate charge for the same order.
• Payment debited but not recorded, where reconciliation confirms that the service was not activated.
• Incorrect amount charged by a technical error.
• A refund required by applicable law or expressly promised in the written order summary.
• Pupchu Tech Private Limited permanently discontinues the paid service before delivery and does not provide a reasonably equivalent remedy.

Section 7

Ordinarily non-refundable situations

• Change of business strategy, budget, personnel or decision after plan activation.
• Lower-than-expected traffic, leads, responses, quotes or orders, except where the manufacturer establishes a qualifying shortfall under the Profit Guarantee shown in its paid plan.
• Buyer rejection, failed negotiation or transaction dispute with a buyer.
• Unused account-manager sessions, catalogue reviews, leads or other entitlements during the term.
• Account suspension or removal caused by policy breach, false manufacturer status, lead misuse or unlawful conduct.
• A temporary outage, provider delay or notification failure that does not amount to material non-delivery of the annual service.

Section 8

First-year manufacturer-reported Profit Guarantee

The Profit Guarantee is available only for a manufacturer's first paid annual term. Growth displays a 1.5× target, equal to ₹90,000 of manufacturer-reported attributable profit on its ₹60,000 base fee. Sponsored displays a 1.7× target, equal to ₹1,70,000 on its ₹1,00,000 base fee. The supplier truthfully reports attributable profit earned from qualifying b2bsilvish-introduced buyers during that first term.

If an eligible claim is approved, the remedy is 50% of the total first-term subscription amount actually captured, including GST, after any discounts or credits reflected in the payment record. The calculation excludes a prorated mid-term upgrade payment, separately priced add-ons and third-party charges. The gross transfer is the customer-facing payout; any required GST credit note or other tax treatment is recorded separately by finance and does not reduce that stated 50% gross amount.

• The claim action is available only during the final 48 hours before the exact end of the first paid term shown in Billing. No countdown is shown. The server time and payment-provider record decide whether the window is open.
• The supplier must submit the dedicated Profit Guarantee action in the supplier portal. One submission records the compulsory timestamped support ticket and requests cancellation at the end of the current billing cycle; a phone call, WhatsApp message, email or ordinary support ticket alone is not a claim.
• Every bank field and the truthful self-declaration are mandatory. No supporting evidence is requested with the claim, although we may review platform records and reject a duplicate, ineligible, fraudulent or materially false claim.
• One first-term guarantee and one claim are available per manufacturer legal entity and GSTIN. Renewal, reactivation, creating another account or upgrading during the term does not create a new guarantee.
• A timely claim remains protected if provider cancellation is delayed. If a renewal is captured after a valid pre-renewal claim, the payment is placed in manual reconciliation rather than treated as a new paid term.
• The supplier sees Received, Under review, Approved, Not approved or Refunded status and any rejection reason in the portal and its linked ticket. Only authorised administrators may approve, reject, view bank details or record payment.
• An approved guarantee payment is initiated by manual bank transfer within 15 calendar days after approval. We record a bank-transfer reference; bank processing time is outside our control.
• Paid access continues until the first term ends, then returns to applicable Free entitlements. After a payout, self-service paid re-enrolment is blocked. The supplier must create a billing support ticket and settle the exact guarantee payout actually transferred before purchasing a current plan separately at its then-current price plus applicable taxes. Re-enrolment never restores Profit Guarantee eligibility.
• No minimum lead volume, rank, impression, collection, repeat business or individual order is guaranteed.

Section 9

Discounts, upgrades and plan changes

A discount applies only to the stated order and does not promise the same renewal price. Admin-approved discounts and entitlements are recorded separately so the standard plan remains clear.

A Growth-to-Sponsored upgrade takes effect after Razorpay captures the prorated difference for the unused part of the current term. Sponsored service benefits then begin immediately, while the existing expiry date and original first-term Growth guarantee remain unchanged. The next renewal is charged at the full Sponsored price then displayed. A Sponsored-to-Growth downgrade is scheduled for the next renewal: Sponsored benefits continue until then, no current-term refund is due, and the Growth renewal price then displayed applies. A scheduled downgrade can be cancelled before provider processing begins. Plan changes are unavailable during the final 48-hour first-term claim window. Promotional value, sponsored placement and delivered service time are not converted to cash.

Section 10

Payment disputes and how to request review

Before filing a chargeback, submit the account mobile number, company legal name, payment ID, invoice, amount, date and reason through Support so the payment can be reconciled. Filing a knowingly false, duplicate or abusive chargeback may result in account restriction, recovery of wrongly reversed amounts and reasonable enforcement costs to the extent permitted by law.

A refund review does not decide disputes between a buyer and manufacturer. Those parties remain responsible for their direct transaction and remedies. This policy is subject to mandatory rights that cannot lawfully be excluded.