Fees, Refunds and Cancellation Policy
Last updated: 23 October 2026
This policy is part of the TruePayout Terms of Service. It explains what you pay for, when you get money back, and how credits work.
1. What you pay for
1.1 Free check
Uploading your files and seeing the summary of a check is free. The free summary shows the total of suspected differences, how strong the evidence is, and why, without the order numbers.
1.2 Unlock fee (one-time, per check)
To see the full details and claim text for a check, you pay once:
| Total strong-evidence differences in the check | Unlock fee |
|---|---|
| Under Rs 300 | Free |
| Rs 300 or more | 10% of the total, but at least Rs 49 |
| Any amount | Never more than Rs 50,000 |
Example: strong-evidence differences total Rs 2,400. The fee is 10% = Rs 240. Example: total is Rs 350. 10% is Rs 35, so the minimum of Rs 49 applies.
- The exact amount, including GST if applicable, is shown on the payment screen before you pay. There are no hidden charges added later.
- It is a one-time payment. It is not a subscription and does not renew.
- The fee is for the analysis and claim text. It is not a share of money you recover and does not depend on whether a marketplace pays you.
1.3 Investigation help
A separate, optional service. We send you a written quote first. You pay only if you accept it. Refund terms for investigation help are in the quote; if the quote says nothing, section 3 below applies.
1.4 Business plans
For sellers with several marketplace accounts. Price, billing period and cancellation terms are shown on the plan page or quote before you pay.
2. When you can get a refund
| Situation | What happens |
|---|---|
| Double payment (you were charged twice for the same unlock) | Full refund of the extra payment. We usually spot this ourselves and refund it without you asking. |
| Payment taken but unlock failed (money left your account but the result did not unlock) | We unlock it, or refund in full if we cannot fix it within 2 working days, whichever you prefer. |
| Technical failure on our side (the unlocked result is broken, missing, or clearly wrong because of an error in our system, and we cannot fix it within [5] working days) | Full refund for that unlock. |
| Wrong amount charged (more than the fee shown on the payment screen) | Refund of the difference. |
| Service removed (we stop a paid feature you paid for but had not used) | Refund or credit for the unused part, your choice. |
| Account closed by us without fault on your part | Refund of unused prepaid amounts. |
| Marketplace rejects a strong-evidence claim | Not a cash refund. You get credit (see section 4). |
| You changed your mind after unlocking | No refund, because the unlocked result is a digital service delivered immediately. |
| Your files were wrong, incomplete or edited | No refund, because our results depend on your files. We are happy to help you re-run the check correctly. |
Nothing in this policy limits any refund you are entitled to under the Consumer Protection Act, 2019 or other law.
3. How to request a refund
- Email support@truepayout.in or use Help > Payment issue in the app.
- Tell us your account email, the Razorpay payment ID or invoice number, and what went wrong.
- Please write within 30 days of the payment. We will still look at later requests, but older ones may be harder to check.
Timelines:
- We acknowledge your request within 48 hours.
- We decide within 5 working days, and tell you the reason if we say no.
- Approved refunds are sent to your original payment method within 7 working days of approval.
- Your bank or card issuer may take a few more days to show it. Razorpay will give a reference number you can use with your bank.
We do not charge any fee for refunds.
GST: If GST was charged, we issue a credit note with the refund, as required by GST law.
If you are not happy with our decision, use our Grievance Redressal Policy.
4. Credits for rejected claims
4.1 When you get credit
You get credit if all of these are true:
- you paid to unlock a check;
- you filed a claim with the marketplace for a difference we marked as strong evidence;
- the marketplace rejected that claim; and
- you mark the claim as "Rejected" in TruePayout and upload or paste the rejection message within [60] days of the rejection.
4.2 How much credit
You get credit equal to the part of your unlock fee that came from that difference.
Example: You paid Rs 240 for a check with Rs 2,400 of strong-evidence differences. One Rs 600 claim was rejected. That is 25% of the total, so you get Rs 60 credit.
If the minimum fee of Rs 49 applied, credit is worked out on the Rs 49 in the same proportion.
4.3 How credit works
- Credit is used automatically against your next unlock fee. You will see it on the payment screen before you pay.
- Credit is valid for [12 months] from the date it is given. We email you a reminder at least [15] days before it expires.
- Credit has no cash value, cannot be transferred, and cannot be exchanged for money, except where the law requires.
- If you delete your account, unused credit is lost. We will remind you of your credit balance on the deletion screen.
- Credit for a claim is given once. If the marketplace later pays the claim, please update its status; we may reverse unused credit for that claim.
- Partial acceptance: if the marketplace pays part of a claim, credit applies only to the rejected part.
4.4 Misuse
Credit is not available for claims you did not actually file, rejections caused by you missing the marketplace's deadline or rules, or claims based on edited files. We may ask for reasonable proof.
5. Cancellation
- Before payment: you can leave the payment screen at any time. Nothing is charged.
- After unlocking: the unlock is delivered immediately, so it cannot be cancelled. See section 2 for refunds.
- Investigation help: you can cancel before work starts for a full refund. After work starts, we refund the part of the work not yet done, as set out in the quote.
- Business plans: see section 1.4.
6. Contact
Payments and refunds: support@truepayout.in, +91 96065 74521 Grievance Officer: Aloka Kiran, grievance@truepayout.in TruePayout, Bengaluru (Urban), Karnataka, India (postal address for legal notices on request at grievance@truepayout.in). Not registered for GST.