Refund & Cancellation Policy
Terms for premium subscriptions, cancellations, and refunds
Annual plans can be refunded in full within 7 days of purchase if no premium features were used. Monthly plans are non-refundable. The first 1,000 verified users get Lifetime Free access at no cost.
1. Overview
This Refund & Cancellation Policy ("Policy") describes your rights and our obligations regarding subscription payments, cancellations, and refunds for the Milanse platform. This Policy is part of our Terms of Service and is incorporated by reference. By purchasing a premium subscription, you agree to the terms of this Policy. All prices are in Indian Rupees (INR) and include applicable Goods and Services Tax (GST).
For billing questions or to submit a refund request, email billing@milanse.com with your registered phone number and Razorpay transaction ID. We respond to all billing queries within 2 business days.
2. Free Tier — No Payment Required
The Milanse free tier is available to all verified users at no cost. The free tier includes:
- •10 interest expressions per day
- •50 chat messages per day
- •5 AI match recommendations per day
- •Basic search filters (age, location, community)
- •Full profile creation and customisation
- •Aadhaar-based identity verification
No payment method is required to access the free tier. There is no automatic upgrade or charge for free tier usage.
3. Lifetime Free — First 1,000 Verified Users
The first 1,000 users to complete full identity verification on the Platform receive Lifetime Free access. This is a promotional offer with the following terms:
The 1,000-user threshold is tracked automatically and closes without notice when reached. Check the registration page to confirm Lifetime Free availability at your time of registration.
- •Eligibility: Only users who complete full verification (document + selfie + manual admin review = VERIFIED status) and are among the first 1,000 to achieve VERIFIED status qualify.
- •Coverage: Lifetime Free access provides permanent free access to all features available in the free tier at the time of qualification, plus selected premium features as detailed on the Pricing page.
- •Non-Transferable: The Lifetime Free benefit is tied to your account and cannot be transferred, gifted, or sold to another user.
- •Non-Combinable: Lifetime Free cannot be combined with a paid premium subscription. A Lifetime Free user who purchases a premium plan will lose the Lifetime Free benefit upon subscription expiry.
- •Modification: Milanse reserves the right to modify the features included in the Lifetime Free tier with 30 days' advance notice. However, we commit to maintaining the core free tier features indefinitely for Lifetime Free users.
- •No Refund: The Lifetime Free offer is a promotional grant, not a paid product; there is no refund applicable.
5. Refund Eligibility
We offer refunds under the following conditions only:
Refunds are processed to the original payment method within 5–10 business days after approval. The exact credit timeline depends on your bank or payment provider.
| Scenario | Refund Eligibility | Process |
|---|---|---|
| Annual plan — requested within 7 days of purchase, no premium features used | Full refund (100%) | Email billing@milanse.com within 7 days of purchase with transaction ID |
| Technical failure — payment deducted but subscription not activated | Full refund | Email billing@milanse.com; we will investigate and refund within 5 business days |
| Duplicate payment — same plan charged twice due to technical error | Full refund for the duplicate charge | Email billing@milanse.com with both transaction IDs |
| Monthly plan | No refund | Not applicable |
| Annual plan — requested after 7 days of purchase | No refund | Not applicable; subscription remains active until expiry |
| Annual plan — any premium feature used during 7-day window | No refund | Not applicable |
| Subscription cancelled mid-period | No pro-rated refund; access continues until period end | Cancel from Settings > Subscription > Cancel Plan |
| Account suspended/terminated for ToS violation | No refund | Not applicable |
6. Non-Refundable Items
The following are strictly non-refundable under all circumstances:
- •Monthly subscription plans
- •Annual plans where more than 7 days have elapsed since purchase
- •Annual plans where any premium feature was used during the 7-day refund window
- •Profile boost credits (once applied, they are consumed)
- •Any subscription or plan purchased by a user whose account was subsequently suspended for violation of our Terms of Service or Community Guidelines
- •The Lifetime Free promotional benefit (it is not a paid product)
- •Any plan purchased through a third-party promotion or coupon code, unless explicitly stated otherwise in the promotion terms
7. How to Cancel
You can cancel your premium subscription at any time. Cancellation means your subscription will not renew at the next billing cycle; you retain premium access until the end of your current paid period.
Web / Mobile App
Go to Settings > Subscription > Manage Plan > Cancel Subscription. Confirm the cancellation in the dialogue. You will receive a cancellation confirmation email.
Via Support
Email billing@milanse.com with your registered phone number and request to cancel. We will process your cancellation and send a confirmation within 2 business days.
After Cancellation
After cancellation, your account downgrades to the free tier on the day after your current billing period ends. No data is deleted upon downgrade. You may re-subscribe at any time.
8. Refunds & Account Deletion
If you delete your account while an active premium subscription is running, your subscription will be automatically cancelled. No pro-rated refund will be issued for the unused portion of your subscription. Account deletion is irreversible. If you wish to claim a refund on an annual plan within the 7-day window, please cancel the subscription (not delete your account) and submit a refund request before proceeding with account deletion.
9. Consumer Rights Under Indian Law
This Policy does not limit your statutory rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. In the event of a dispute about a billing charge, you have the right to:
- •Contact our Grievance Officer at grievance@milanse.com for resolution within 30 days.
- •File a complaint with the National Consumer Helpline (NCH) at 1800-11-4000 or consumerhelpline.gov.in.
- •Initiate proceedings before the appropriate Consumer Disputes Redressal Commission (District / State / National) based on the value of the dispute.
- •Raise a payment dispute with your bank or payment provider (chargeback) if a charge is genuinely unauthorised or fraudulent.
10. Changes to This Policy
We may revise this Refund & Cancellation Policy. For changes that affect existing subscribers, we will provide at least 30 days' advance notice via email and in-app notification. Any changes to refund terms will apply only to subscriptions purchased after the effective date of the revision.
11. Contact for Billing Issues
| Issue | Contact |
|---|---|
| Refund request | billing@milanse.com (include transaction ID) |
| Subscription cancellation | Settings > Subscription > Cancel, or billing@milanse.com |
| Billing dispute / double charge | billing@milanse.com |
| Download GST invoice | Settings > Subscription > Billing History |
| Grievances | grievance@milanse.com |
This document was last updated on March 8, 2026. If you have questions about this document, please contact us at legal@matrimony.com.