Refund Policy

Last updated: May 13, 2026

Overview

This Refund Policy explains how refunds work for paid subscriptions, add-ons and credits purchased on Datadrew (“Datadrew”, “we”, “our” or “us”). It is published in line with applicable laws and the Reserve Bank of India (RBI) guidelines that require online merchants to clearly disclose how customers can request refunds, the conditions that apply and the timelines for processing.

Datadrew is a Software-as-a-Service (SaaS) analytics platform. Because the Service is delivered digitally and consumed on an ongoing basis, refund eligibility is described in detail below. By subscribing to a paid plan or purchasing credits, you agree to this Refund Policy together with our Terms and Conditions and Privacy Policy.

Free Trial

Every paid plan includes a 14-day free trial, during which you have full access to the features of that plan without being charged. We strongly encourage you to use the trial to evaluate whether Datadrew is right for your business before being billed. You can cancel at any time during the trial and you will not be charged.

We also offer a Free plan that is available indefinitely and requires no payment information.

How to Initiate a Refund

To request a refund or report a billing issue, please contact our team using either of the methods below:

  • Email: support@datadrew.io with the subject line “Refund Request”.
  • In-app: Open the chat widget inside your Datadrew dashboard and message our support team.

Please include the following details in your request so we can verify and process it quickly:

  • The email address and store/workspace associated with your Datadrew account
  • The invoice number or order ID for the charge you are disputing
  • The date of the charge and the amount
  • The reason for the refund request

All refund requests are acknowledged within 2 business days of receipt and a decision is communicated within 5 business days.

Refund Eligibility & Conditions

Refund eligibility depends on the type of purchase and how long it has been since the charge was made:

Monthly subscriptions

  • Monthly subscription fees are non-refundable once charged, because customers receive a 14-day free trial to evaluate the Service before being billed.
  • You may cancel at any time and you will not be billed for the next month, but the current billing month remains payable and is not pro-rated.
  • If you were charged due to a technical error, an unauthorised transaction, or a duplicate payment, contact us within 14 days of the charge for a full refund.

Annual subscriptions

  • Annual subscriptions are eligible for a full refund if requested within 14 days of the initial annual charge, provided that there has been no excessive or abusive use of the Service during that period.
  • After 14 days, annual subscriptions are non-refundable for the remainder of the term. You may cancel renewal at any time, and the subscription will not auto-renew.
  • Refunds for upgrades made mid-term are processed on a pro-rata basis at our discretion.

Drew AI credits and add-ons

  • Drew AI credit top-ups and one-time add-on purchases are non-refundable once the credits or add-ons have been activated on your account.
  • Unused credits do not expire while your subscription is active but are not exchangeable for cash.

Custom or enterprise agreements

  • Refunds for custom contracts, enterprise agreements or onboarding/professional services are governed by the refund terms set out in the relevant signed order form or master agreement.

Non-Refundable Items

Except where required by applicable law, the following are not eligible for refunds:

  • Monthly subscription fees after the first 14-day free trial has ended and the first monthly charge has been collected
  • Annual subscription fees after 14 days from the initial charge
  • Partial-month usage when an account is cancelled mid-cycle
  • Used Drew AI credits, used data exports, or any feature that has already been consumed
  • Onboarding fees, training fees, or professional services that have already been delivered
  • Fees relating to accounts that have been suspended or terminated for a breach of our Terms and Conditions

Refund Processing Timelines

Once a refund has been approved, we initiate the refund through our payment processor on the same business day. The credit then takes the following time to reflect, depending on your payment method:

  • Credit / Debit cards (Visa, Mastercard, RuPay, Amex): 5–10 business days to reflect on your card statement
  • UPI / Net Banking (India): 3–7 business days to reflect in the originating bank account
  • International cards / wallets: 7–14 business days depending on the issuing bank
  • Bank transfer / wire (for enterprise customers): 7–14 business days

Refunds are always processed to the original payment method used for the transaction. We do not issue refunds via cash, cheque or to a different bank account or card.

If you have not received an approved refund within the timelines above, please first check with your bank or card issuer, as the delay is often on their side. If the issue persists, contact support@datadrew.io with your refund reference number and we will assist.

Cancellations

You can cancel your Datadrew subscription at any time from Settings > Billing inside your dashboard, or by emailing support@datadrew.io. Cancellation stops future renewals; it does not by itself trigger a refund of any charge already collected. The refund (if any) is governed by the eligibility rules in the Refund Eligibility & Conditions section above.

Your account will continue to have access to the paid features until the end of the current billing period, after which it will be moved to the Free plan or closed, as you choose.

Chargebacks & Disputes

If you have a billing concern, please contact us first — most issues can be resolved within a few business days. Filing a chargeback or payment dispute with your bank or card issuer without first contacting us may result in your account being suspended pending investigation. We reserve the right to contest chargebacks that we believe are inconsistent with this Refund Policy.

Changes to this Policy

We may update this Refund Policy from time to time. Any changes will be published on this page with an updated “Last updated” date. For material changes, we will notify active paying customers by email. Continued use of the Service after a change constitutes acceptance of the updated policy.

Contact Us

If you have any questions about this Refund Policy, or want to check on the status of an existing refund, please contact us:

We aim to respond to all refund-related queries within 2 business days.