Refund Policy

This policy explains when Nmjoy ("we", "us") refunds a purchase or a subscription charge made on the marketplace and how to ask for one. It forms part of our Terms of Service and is published as required by the Consumer Protection (E-Commerce) Rules 2020. Nothing in it reduces the rights you have under the Consumer Protection Act 2019.

1. Summary

• A purchase is a one-off payment for a digital product, delivered to your library the moment payment succeeds.
• A subscription is a recurring payment, each month or each year, for access while it is paid for: to a single product, or to the products in one of a store's subscriptions. Section 10 covers both alike.
• Because delivery is instant, there is no cancellation window after purchase and we do not refund for a change of mind.
• We refund where a product is materially not as described, where the files are corrupt or cannot be delivered, or where you were charged twice. Ask within 7 days of the payment.
• You can cancel a subscription at any time. You keep access until the end of the period you have paid for, and we do not refund the unused part of a period.
• Refunds go back to the payment method you used, through our payment provider, and normally arrive within 5 to 7 business days.
• Contact support@nmjoy.com before raising a dispute with your bank or UPI app.

2. Instant delivery and no cancellation window

When your payment succeeds the product is placed in your library and can be downloaded immediately. That is the moment the purchase is complete. Indian law does not give a cooling-off period for digital content that has been delivered, and we do not offer one: once a product is in your library you cannot cancel the purchase simply because you no longer want it.

If your payment succeeded but the product did not appear in your library, that is a delivery failure and section 3 applies.

3. When we refund

We refund in full where, within 7 days of the payment, you tell us that:

• the product is materially not as described: what you received differs in a significant way from the title, description, previews or stated file formats on the product page;
• the files are corrupt or undeliverable: the download fails, the files will not open, or the product was not delivered to your library after a successful payment, and we cannot fix it with the seller within a reasonable time; or
• you were charged twice: for the same product or the same subscription period, or an amount different from the price shown.

We may ask you to describe the problem and, for a not-as-described claim, to say what differs. Where a corrected file resolves the problem and you are happy with it, we supply the corrected file instead of refunding; where you would rather have the refund, say so.

4. How to ask

Email support@nmjoy.com from the email address on your account within 7 days of the purchase. Tell us the order number, which product, and which of the reasons in section 3 applies. We acknowledge every request and tell you our decision within 5 business days.

5. How refunds are paid

Refunds are issued through our payment provider to the payment method you used: UPI, card, net banking or wallet. Once we issue the refund it normally reaches you within 5 to 7 business days; the exact time depends on your bank or wallet provider. We cannot refund to a different account or in cash.

Once refunded, your licence to the product ends and the product is removed from your library. You must delete any copies you downloaded and stop using anything you made with them.

6. Discretionary refunds

Even where section 3 does not apply, we will normally refund you where:

• we cancelled the order because of an obvious pricing error; or
• a product was removed from the marketplace within 7 days of your purchase because it breached our Content Policy or a valid intellectual-property complaint.

Ask at support@nmjoy.com. Refunds under this section are at our discretion; we say so only because we cannot promise to refund in every situation, not because we look for reasons to say no.

7. When we refuse

We may refuse a refund where:

• the product matches its description and your reason is that you changed your mind, no longer need it, or bought it by mistake;
• the request is made more than 7 days after purchase, unless the law requires otherwise;
• we have reasonable grounds to believe the request is fraudulent, for example because the purchase was made with a stolen payment method;
• you have repeatedly bought, downloaded and then requested refunds for products in a pattern that indicates abuse; or
• the problem is with software or hardware on your side that the product page told you the product requires.

Where we refuse, we will tell you why and how to escalate to our Grievance Officer.

8. Chargebacks and payment disputes

Please contact us before asking your bank, card issuer or UPI app to reverse a payment. A chargeback or dispute takes longer than a refund from us and can leave your account restricted while it is investigated.

Where a chargeback is raised for a purchase that we are already handling under this policy, or without justification, we may contest it with the records we hold, including your download history, and we may restrict your account until the matter is resolved. We do not restrict accounts for chargebacks that turn out to be justified.

9. GST on refunds

Where GST was charged on a purchase and we refund it in full, the refund includes the GST and we issue a credit note against the original invoice. A partial refund includes the proportionate GST.

10. Subscriptions

A subscription is either to a single product or to a store's subscription, which covers the products that store includes in it. Everything in this section applies to both.

Starting. You set a subscription up on our payment provider's page, where you authorise the payment method that will be charged: a UPI Autopay mandate, a card or bank mandate, or, for crypto, a single payment. The first period is charged when you do. Until it is paid, the subscription gives no access and costs nothing.

Renewing. Each later period is charged at its start, at the price you subscribed at: that price does not change while your subscription runs. Where your payment method is charged automatically, your bank, UPI app or our payment provider notifies you before each charge, as the Reserve Bank of India's rules on recurring payments require. Where it cannot be charged automatically (a crypto payment), we email you a few days before the period ends and you renew by paying from your subscriptions page. If a renewal is not paid, access stops at the end of the period already paid for; nothing gives access to a period that has not been paid for. A failed automatic charge may be retried under the payment provider's rules, and the subscription stays overdue until it is paid or you cancel it. A renewal you pay yourself that is still unpaid 7 days after the period ended ends the subscription.

Cancelling. You can cancel at any time from your subscriptions page. No further charges are taken. You keep access until the end of the period you have already paid for, and we do not refund the unused part of that period. A charge that was already under way when you cancelled still buys its period, which you keep.

Refunds of a charge. Sections 3 to 7 apply to each subscription charge as they do to a purchase, counted from the date of that charge: we refund a charge taken twice or for the wrong amount, or where the content was materially not as described or could not be reached, if you ask within 7 days of it. A refund covers that charge only; to stop future charges, cancel the subscription.

Access, not ownership. A subscription lets you use the product, or the products, it covers while it is paid for; it does not transfer them to you. While it is live you can download them, within the fair-use limit shown in your library, except files the seller has made stream-only, which you watch, hear or read on the marketplace. When your paid period ends, you can no longer download or stream them. The Licence Terms explain what you may keep doing with what you made while subscribed. To own a product outright, buy it.

11. How refunds affect sellers

When we refund a purchase or a subscription charge, the seller's share of it is reversed from their earnings, as the Seller Agreement describes.

12. Escalation and your statutory rights

If you disagree with a refund decision, write to our Grievance Officer at grievance@nmjoy.com. We acknowledge within 24 hours and resolve within 15 days. This policy never reduces your rights under the Consumer Protection Act 2019, including your right to approach a Consumer Commission.

13. Contact

Refund requests: support@nmjoy.com. Legal notices: legal@nmjoy.com.