Last updated: 9 August 2026

The correct refund and cancellation route depends on where the purchase was made. The purchase receipt and provider record control the channel. This policy does not limit any refund, cancellation, chargeback, or consumer right that cannot lawfully be limited.

1. Identify the purchase channel

Check the receipt or billing record for Razorpay/Rusaka Markets, Apple, or Google Play. Contact us if the channel is unclear. Do not send full card or bank details, passwords, OTPs, broker or exchange secrets, Aadhaar data, or authentication tokens.

2. Razorpay website purchases

Where web billing is enabled, one-time credit packs use a customer-bound Razorpay Payment Link and recurring products use Razorpay Subscriptions. A redirect or displayed success message is not final fulfilment; Rusaka Markets verifies the provider payment server-side. If a verified web payment was duplicated, charged for the wrong product, not fulfilled after reasonable reconciliation, or affected by a material service defect, contact Rusaka Markets with the payment ID, product, date, amount, and account email.

Eligibility is assessed from provider status, product use, credits consumed, duplicate or fraudulent activity, service evidence, and applicable law. An approved refund is returned through the supported original payment route. Bank and provider processing time can continue after Rusaka Markets records approval. We do not promise an instant or fixed settlement time that the payment provider or bank does not control.

3. Apple App Store purchases

Apple processes App Store purchases and determines refund eligibility under its terms and applicable law. Submit an eligible request through reportaproblem.apple.com. Manage or cancel an Apple subscription through Apple Account subscription settings. Apple’s receipt, decision, and return timing control its transaction.

4. Google Play purchases

Google Play processes Play purchases under its refund rules and applicable law. Use the Google Play refund request, or contact Rusaka Markets if Google directs you to the developer. Manage or cancel through the Google Play subscription centre. Google’s record controls its purchase and refund state.

5. Subscription cancellation and renewal

A subscription renews according to the provider authorisation until cancelled, halted, or otherwise ended. Cancel through the same provider used to purchase. Cancellation normally prevents the next renewal and leaves access until the current paid period ends; it does not itself refund the current period. Uninstalling the app, signing out, disconnecting a broker, deleting a Community profile, or requesting Rusaka Markets account deletion does not necessarily cancel the provider mandate.

A failed renewal may enter retry, pending, or halted states before ending. Access and periodic credits follow the authoritative provider state after reconciliation. A trial, introductory price, discount, or offer renews at the amount disclosed by the provider unless cancelled.

6. Credits, failed jobs, and wallet reconciliation

Credit packs are consumable digital units and do not unlock Premium or Advanced. A verified report or chat charge is recorded in the server-owned wallet ledger. If a verified report job fails after a wallet charge, Rusaka Markets uses an idempotent credit-refund and reconciliation lifecycle. A wallet correction restores application credits; it is not a cash refund of the original store or Razorpay purchase.

Because credits may be consumed immediately, the amount of unused value matters when a cash refund is assessed. We do not silently rewrite ledger history. Corrections and reversals use linked compensating entries so duplicate provider messages do not grant or remove value twice.

7. Refund, revocation, and chargeback effects

When Razorpay, Apple, Google, a bank, or another authorised provider confirms a refund, partial refund, revocation, chargeback, or voided purchase, Rusaka Markets may end or adjust the related entitlement and remove eligible unused or fraudulently obtained credits through a visible compensating entry. A corrected or restored provider state is reconciled without a duplicate grant. If the wallet lacks credits attributable to a refund, the shortfall may be recorded for account reconciliation but will not authorise an undisclosed bank debit.

8. Referral and affiliate adjustments

A referral or affiliate never reduces a customer’s refund rights. A refunded, revoked, charged-back, duplicated, or fraudulent qualifying purchase may disqualify or reverse related promotional credits and may adjust unpaid affiliate eligible billing, commission, reserve, or later statement through a disclosed compensating entry. It does not authorise Rusaka Markets to debit an affiliate bank account without separate lawful authority.

9. How to request support

Email info.rm@rusaka.com with your Rusaka Markets account email, purchase channel, product, transaction date, amount and currency, provider payment/order ID, and a redacted receipt. Describe the requested outcome and any missing entitlement or duplicate charge. We may request additional non-sensitive evidence to locate the transaction, prevent fraud, and meet provider requirements.

We acknowledge and investigate through the available support process, communicate the reason for the decision where permitted, and provide escalation or grievance information when applicable. Filing repeated requests does not accelerate a provider decision.

10. Consumer rights and policy changes

Nothing here excludes rights under applicable consumer law, including remedies for an unauthorised charge, deficient service, misleading description, or other non-waivable right. We may update this policy prospectively, but the purchase-time version, provider rules, and applicable law remain relevant to an existing transaction.