Refunds & Cancellation

Overview

This Refunds & Cancellation Policy explains how Scrapy IO ("Scrapy", "we", "us") handles refunds, wallet credits, usage charges, and subscription cancellations. It applies to purchases made through our platform and processed via Razorpay.

By using paid features, you agree to this policy together with our Terms & Conditions and Privacy Policy.

Billing models

Scrapy IO may charge you in the following ways:

• Wallet credits — prepaid balance used for scraper runs and platform usage.
• Usage-based billing — Charges are based on successful results, processed inputs, or other metered usage shown before or after a run. If the system successfully processes the input but the run fails because of incorrect input provided by the user, applicable charges may still apply.
• Subscription plans — recurring plans that may include discounted usage, included credits, or platform features billed through Razorpay.

Pricing, estimates, and final charges are shown in the product UI and on invoices where applicable.

Refund eligibility

Refunds are not automatic. Eligibility depends on what was purchased, whether usage or infrastructure costs were incurred, and whether an exception listed below applies.

We aim to be fair and transparent: when you were charged incorrectly or our platform failed in a way we can verify, we will work with you toward a reasonable resolution — which may be a wallet credit, partial refund, or full refund depending on the circumstances.

Generally non-refundable

Except where required by law or where an exception applies, the following are generally non-refundable:

• Wallet top-ups after credits have been applied to your account
• Usage charges for completed or partially completed runs where results were delivered
• Charges arising from invalid inputs, target-site restrictions, or third-party service limits
• Subscription fees for billing periods that have already started, unless otherwise stated
• Promotional credits, referral bonuses, or goodwill adjustments

This aligns with our Terms — Fees and Payments, which state that payments are non-refundable unless explicitly stated.

Exceptions we consider

We may approve refunds or account credits (full or partial) in these situations:

• Duplicate charges — the same payment or invoice was processed more than once.
• Platform-side failures — a verified outage, billing system error, or run failure caused by Scrapy infrastructure (not user input or external sites).
• Accidental billing errors — incorrect amount charged compared to displayed pricing, where usage does not explain the difference.
• Unused subscriptions (case-by-case) — if you cancel shortly after subscribing and have not materially used included benefits, we may review a pro-rata or full refund at our discretion.

All exceptions require review. We may request run IDs, invoice numbers, Razorpay payment references, and account details before making a decision.

Wallet & credits

Wallet credits are consumed when you run scrapers or use metered platform features. Once consumed, those funds cover infrastructure and operational costs and are not typically reversible.

If a wallet top-up failed to credit your account, or you were debited without receiving credits, contact us immediately with your Razorpay receipt. Verified failures will be corrected via credit or refund.

Usage-based billing

Usage billing reflects work performed on our infrastructure — including successful extractions, inputs processed, and related platform costs. Estimated costs may appear before a run; final charges appear after completion based on actual usage.

Refunds for usage billing are uncommon when a run completed and delivered output. If you believe you were overcharged relative to displayed meters or run logs, include the run ID and billed amount in your support request.

Subscription cancellation

You may cancel a subscription plan from the Billing area of your dashboard. Cancellation takes effect at the end of the current billing period unless your plan terms state otherwise — you will retain access until that date.

• Cancelling stops future renewals through Razorpay; it does not delete your account.
• Unused wallet balance after cancellation remains on your account unless otherwise restricted.
• Downgrades and upgrades may be subject to proration rules shown at checkout.
• Refunds for the current period are not guaranteed; see Exceptions above.

For step-by-step cancellation guidance, see the FAQ below or contact support@scrapy.io.

How to request a refund

To request a refund review, email support@scrapy.io with:

• Account email and organisation name (if applicable)
• Invoice ID, Razorpay payment ID, or transaction reference
• Run ID(s) or date range for usage disputes
• Amount in dispute and a brief description of the issue
• Screenshots or logs if relevant

Signed-in customers may also use the Help Centre for billing-related messages. We respond to good-faith requests as quickly as possible.

Timelines

• Initial review — we aim to acknowledge requests within 2 business days.
• Investigation — complex usage or run logs may require 5–10 business days.
• Approved refunds — processed through Razorpay to the original payment method; banks may take an additional 5–10 business days.
• Wallet credits — applied immediately once approved, where a monetary refund is not appropriate.

Chargebacks

If you dispute a charge with your bank or card issuer (chargeback) before contacting us, we may suspend account access while the dispute is investigated. We encourage you to email support@scrapy.io first — most billing issues are resolved faster through support than through chargebacks.

Fraudulent or abusive chargebacks may result in permanent account termination, in line with our Terms.

Related policies

• Terms & Conditions — general platform terms, fees, and liability
• Privacy Policy — how we handle personal and billing data
• Cookie Policy — cookies and analytics preferences