Refund and Cancellation Policy
Effective Date: October 14, 2025
At Turtle Software Pvt. Ltd, we aim to provide the best experience through our Terrapin Revenue Platform (the "Service). However, we understand that circumstances may change. This policy outlines the terms and conditions regarding cancellations and refunds for our subscription services.
1. Subscription Cancellation
7-Day Window: Users may request a cancellation of their initial subscription or renewal within 7 calendar days of the transaction date.
Procedure: To initiate a cancellation, please email billing@turtlesoftware.com using your registered account email address. Please include your Invoice Number or Transaction ID.
Post-7 Day Period: Any cancellation request received after the 7-day window will be processed for the next billing cycle. You will retain access to the Terrapin Revenue Platform until the end of your current paid period, but no prorated refund will be issued.
2. Refund Terms
Approval & Processing: If a refund is approved by our billing department, it will be processed within 7 to 10 working days.
Original Payment Method: Refunds will strictly be issued only to the original payment method used at the time of purchase. We cannot issue refunds to alternative accounts or via cash/check.
Non-Refundable Fees: Please note that transaction processing fees (charged by payment gateways) and applicable taxes may be non-refundable depending on the provider's terms
Approval & Processing: If a refund is approved by our billing department, it will be processed within 7 to 10 working days.
Original Payment Method: Refunds will strictly be issued only to the original payment method used at the time of purchase. We cannot issue refunds to alternative accounts or via cash/check.
Non-Refundable Fees: Please note that transaction processing fees (charged by payment gateways) and applicable taxes may be non-refundable depending on the provider's terms
3. Exclusions and Non-Refundable Items
Refunds will not be provided for the following:
Partial use of a subscription month or unused seats/licenses.
One-time setup fees, implementation charges, or customized data migration services.
Accounts that have been suspended or terminated due to a violation of our Terms of Service.
Add-on features or third-party integrations purchased through the platform.
4. Dispute Resolution & Chargebacks
We encourage users to contact billing@turtlesoftware.com directly to resolve any billing discrepancies. Turtle Software Pvt. Ltd. reserves the right to suspend access to the Terrapin Revenue Platform immediately if a chargeback or payment dispute is initiated before contacting our support team.
5. Contact Information
For any questions regarding this policy, please reach out to us:
Company: Turtle Software Pvt. Ltd.
App: Terrapin Revenue Platform
Email: billing@turtlesoftware.com