Refund Policy

Scope

This policy covers payments for Arog, the package registry run by Substrate Labs, Mumbai, India. It applies to Arog Personal, Arog Cloud and AI credit packs bought online in the Arog dashboard at arog.substrates.in. Arog Enterprise follows the refund terms in its signed contract.

Our Terms of Service and Privacy Policy also apply. Where this page and the Terms of Service differ on refunds, this page applies.

Who takes your payment

Dodo Payments is our merchant of record. Dodo charges your card, UPI or other payment method, adds tax and issues your invoice, so the charge on your statement may show Dodo Payments. Dodo’s Buyer Terms (opens in a new tab) apply to the payment itself.

Send refund requests to us first. We review them under this policy and ask Dodo to return the money. Where this policy gives you more than Dodo’s Buyer Terms, we honour this policy.

Plans: Personal and Cloud

• New plan, 14 days: if you start a paid plan and change your mind, ask within 14 days of the first payment for a full refund. This applies to monthly and yearly billing.
• Yearly renewal, 14 days: if a yearly plan renews and you meant to stop it, ask within 14 days of the renewal payment for a full refund. We email owners before every yearly renewal.
• Monthly renewal: a monthly renewal is refundable only when it was charged in error. Cancel before the renewal date to stop the next charge.
• After 14 days: the payment covers the rest of the paid period. Cancel any time in Settings > Billing and the plan stays on until the period ends, with no further charges.

When we refund a plan in full, it ends straight away and the workspace returns to Arog Open. Everything you published stays installable. Adding private packages or members beyond Open limits pauses until you subscribe again.

Seats and plan changes

• Adding seats: Arog charges for added seats straight away, prorated to the end of the current period. If you added seats by mistake, ask within 14 days and we refund that charge.
• Removing seats: fewer seats take effect at the next renewal, and the current period stays as paid. Removed seats are not refunded for the time left.
• Switching monthly to yearly: the new yearly charge follows the 14 day rule for a new plan.

AI credit packs

• Unused packs, 14 days: ask within 14 days of buying a pack and we refund it in full, as long as none of its credits have been spent.
• Packs in use: once a pack’s credits start being spent, the rest of that pack stays in the workspace for its 12 months and is not refundable.
• Auto top up: each automatic purchase counts as its own pack under the same rule. Set a monthly spending limit in Settings > Billing to cap what auto top up can charge.
• Expiry: bought credits last 12 months from purchase. Expired credits are not refunded.
• Included credits: the monthly credits that come with a plan have no cash value and reset each month.

Payments we refund automatically

• Duplicate payments: if a workspace already on a paid plan is charged for a second subscription, Arog cancels it and refunds the payment automatically, then emails you.
• Failed payments: when a payment fails, no money is taken. Any amount your bank held is released by your bank, usually within a few working days.
• Our mistakes: if we charge the wrong amount, or a long outage on our side stops you using a paid feature, we refund the affected amount whether or not it falls inside 14 days.

How to ask for a refund

Email support@substrates.in from the billing email or an owner’s email for the workspace. Include:

1. The workspace or organization name.
2. The invoice number or payment ID from Settings > Billing.
3. What you want refunded, and why if you are happy to share.

We reply within 2 working days. Approved refunds go back to the original payment method, usually within 5 to 7 working days, depending on your bank or card issuer. Tax charged on the payment is refunded with it. You get an email when the refund is issued, Dodo issues the credit note, and the refund appears in Settings > Billing.

Chargebacks

Please contact us before asking your bank for a chargeback. Most problems are faster to fix directly. While a chargeback is open, paid features on the workspace may be paused until it is resolved.

When we may refuse

We may refuse a refund where there is evidence of fraud, payment abuse, or repeated buy and refund cycles meant to use paid features without paying. We explain the reason when we refuse.

Your statutory rights

This policy adds to your rights under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 and other law that applies to you. It does not limit them. Our Grievance Officer’s details are at the end of this page.

Changes to this policy

We record every change in the history below. A change applies to payments made after its effective date. A payment made earlier keeps the terms that applied when you paid.