Refund and cancellation policy
Last updated 31 August 2026
This policy explains when you can cancel, when you get money back and how long it takes. It applies to everything sold on matchbox.zone. All our services are digital, so this policy replaces the return process you would expect with physical goods.
1. Cancelling a subscription
- You can cancel a Matchbox platform subscription at any time by writing to hello@matchbox.zone or calling +91 78000 00868.
- Cancellation stops the next renewal. Access continues until the end of the period you have already paid for.
- If you cancel within seven days of your first payment and have not made substantial use of the service, we refund that first payment in full.
- Part used months are not refunded after that first seven day window, because the service was available to you throughout.
- If we cancel your subscription for a reason that is not your fault, we refund the unused part of the current period.
2. Cancelling a build project
| When you cancel | What happens |
|---|---|
| Before work has started | Full refund of any advance paid |
| After work has started, before first delivery | Refund of the advance less the work already completed, calculated against the agreed scope. You receive the files produced so far |
| After first delivery | No refund of amounts already paid for delivered stages. Any future stage that has been paid for but not started is refunded |
| Cancelled by us for a reason that is not your fault | Full refund of anything paid for work not delivered |
3. When we refund
We refund in these situations:
- You were charged twice, or charged the wrong amount.
- We could not deliver the service you paid for.
- The delivered work does not match the written scope note and we are unable to correct it within a reasonable time.
- You cancelled a first subscription payment within the seven day window described above.
4. When we do not refund
- The work was delivered as scoped and you changed your mind afterwards.
- You want a different design direction or new features that were never part of the agreed scope.
- Delivery was delayed or blocked because content, access or approvals were not provided by you.
- You expected a specific commercial result such as a ranking position, a traffic number or a revenue figure. We do not guarantee outcomes of that kind and do not refund against them.
- Fees paid to third parties on your behalf, such as domain registration, hosting or advertising spend, once they are spent and non recoverable.
5. How to request a refund
Email hello@matchbox.zone with your name, the registered email or phone number, the payment reference, the date of payment and what went wrong. We acknowledge within 48 hours and give a written decision within seven working days.
6. How refunds are paid
- Approved refunds go back to the original payment method through Razorpay. We do not refund to a different account.
- Once approved, we initiate the refund within five to seven working days.
- Your bank or card issuer usually takes a further five to ten working days to post the money to your account. That part is outside our control.
- Refunds are made in the currency of the original payment. Exchange rate differences and bank charges applied by your own bank are not covered by us.
7. Chargebacks
If you think a charge is wrong, please contact us first. We will almost always resolve it faster than a bank dispute. If a chargeback is raised, we will share the scope note, correspondence and delivery records with the payment provider.
8. Contact
Bhanu Srivastav, Matchbox, 2A/127, Awas Vikas Colony, Harpur, Ballia, Uttar Pradesh 277001, India. Email hello@matchbox.zone, phone +91 78000 00868, Monday to Saturday, 10:00 to 19:00 IST.