Refund, Shipping & Subscription Policy

Last updated: 11 July 2026

This policy covers the full order lifecycle — placing an order, paying for it, receiving it, returning or getting it replaced if something goes wrong, and everything to do with the Subscription behind it, including AutoPay, renewal, and cancellation.

1. How this policy fits together

This policy is incorporated into, and should be read together with, our master Terms of Service, which sets out the broader rules for using the Vtag platform. Where this policy gives more detail than the Terms of Service on ordering, shipping, refunds, or Subscriptions, this policy controls for that detail; the Terms of Service control on everything else.

2. Definitions

• "Order" — a purchase of any Vtag product placed through getvtag.com or the dashboard.
• "Business Day" — Monday to Saturday, excluding national holidays, for shipping and processing timelines in this policy.
• "Billing Cycle" — the annual period a Subscription charge covers, running from the charge date to the day before the same date the following year.
• Other terms (Subscription, Vtag Tag, Account Holder, Alert) have the meaning given to them in our Terms of Service Section 2.

3. Ordering & order confirmation

When you place an Order, you'll get an order confirmation by WhatsApp and email with an order ID, a summary of what you bought, and the price paid. Keep this order ID — it's what we'll ask for if you need to raise a return, replacement, or refund request under this policy. An Order is confirmed once payment succeeds; we do not hold stock against an unpaid Order.

4. Pricing, GST & invoices

Prices shown at checkout are exclusive of GST unless stated otherwise; GST is added at checkout at the applicable rate and shown as a separate line before you pay. A GST-compliant tax invoice is generated automatically for every Order and available for download from your dashboard and sent to your registered email.

If you want your GSTIN reflected on the invoice for input tax credit purposes, add it in your dashboard's billing details before you complete an Order — we cannot reissue an invoice with a GSTIN added retroactively once it has been generated. All prices are quoted in Indian Rupees (₹).

5. Payments & payment processing

Payments are processed by Razorpay. We accept UPI, major debit and credit cards, and net banking. We do not store your full card or UPI credentials — Razorpay handles that as a PCI-DSS-compliant payment aggregator. If a payment appears to have been deducted from your account but your Order was not confirmed, wait up to one Business Day for the bank to auto-reverse it before contacting us; if it hasn't reversed by then, email us with your bank reference number and we'll trace it.

6. Shipping & delivery

We ship physical Vtag Tags and Replacement Stickers across India, free of charge, with no minimum order value. We use Delhivery, DTDC, or Bluedart depending on your pincode, and share a tracking link on WhatsApp once your Order is dispatched.

These are estimates from dispatch, not guarantees — see Section 7 for what happens when a delivery is delayed, and our Terms of Service Section 12 for our general shipping-liability position.

7. Courier delays & failed delivery attempts

Delays can happen — weather, regional logistics disruptions, or an address our courier can't locate on the first attempt. If your Order is running past the estimate in Section 6, check the tracking link first; if it shows no movement for 3 Business Days beyond the estimate, contact us and we'll chase the courier on your behalf.

Our courier partners make up to three delivery attempts. If all three fail — for example, nobody is available to receive the package, or the address is undeliverable as given — the package returns to us, and we'll message you on WhatsApp to arrange a re-attempt (at your cost if the failure was due to an incorrect or incomplete address you supplied) or a refund per Section 11.

8. Damaged, defective & lost shipments

Damaged in transit

If your Vtag arrives visibly damaged, send us a photo on WhatsApp (+91 99665 96664) within 48 hours of delivery. We'll ship a replacement the same day — no need to return the damaged item first.

Defective on arrival

If your Vtag Tag doesn't scan or activate correctly through no fault of your own, contact us before attempting to activate a second time — we'll confirm the fault and replace it at no cost.

Lost shipments

If tracking shows no movement for 10 Business Days and the courier confirms the shipment is lost, we will, at your choice, reship your Order at no extra cost or refund it in full under Section 11 — you do not need to wait for the courier's own investigation to close before we act.

9. Returns — the 7-day window

If you change your mind, you can return an unactivated Vtag Tag within 7 days of delivery for a full refund of that Order. The Tag must be unactivated and in resaleable condition — once a Tag is activated to an account, it is bound to that Subscription and the return window in this section no longer applies to it (see Section 11 for the separate refund window that applies to Subscription charges themselves, including renewals).

To start a return, email us with your order ID (Section 22). We'll confirm the return address; you are responsible for return shipping unless the return is due to our error or transit damage (Section 8), in which case we cover it.

10. Replacements

• Damaged in transit or defective on arrival: free, same-day dispatch, no return needed (Section 8).
• Damaged after activation, within the first year: free replacement, same Tag code.
• Damaged after activation, beyond the first year, or lost/stolen: a Replacement Sticker at the price shown on our Pricing page (currently ₹499).

A replacement re-issues the same Tag identity on your account — it does not reset, extend, or discount your Subscription term, and does not itself trigger a new 7-day return window.

11. Refunds — how and when

Two different things can be refunded under this policy, and they work differently:

A returned physical Order (Section 9)

Once we receive and inspect a returned, unactivated Tag, we refund the full Order value to your original payment method within 5–7 Business Days.

A Subscription charge (first purchase or a renewal)

To request either kind of refund, email us with your order ID and reason (Section 22). Approved refunds are credited to your original payment method within 5–7 Business Days, depending on your bank or UPI app's own processing time, which is outside our control.

12. Cancellations

Cancel a Subscription any time from your dashboard's Subscription page. Cancelling stops future renewals — it does not end your current Billing Cycle early. You keep full access, including Alert relay, until the end of the period you've already paid for; after that, the associated Tag stops relaying Alerts unless you resubscribe.

Cancelling is never more than one step harder than subscribing was — if signing up took one tap to confirm, cancelling does too.

13. Subscriptions & auto-renewal

The Protection Plan and Message Pass are annual Subscriptions that renew automatically at the end of each Billing Cycle until you cancel. Your dashboard always shows your current plan, status (Active / Cancelled / Past Due / Paused), and next renewal date. A Single Custom Message and a Replacement Sticker are one-time purchases, not Subscriptions, and do not auto-renew.

14. UPI AutoPay mandates

Renewal is charged through a UPI AutoPay e-mandate, set up via Razorpay Subscriptions when you first subscribe. Your mandate authorises a maximum per-debit amount at or above your current Subscription price — we can never debit more than that ceiling without a fresh authorisation from you, and any change to your actual Subscription price is still separately disclosed and notified under Section 18, whether or not it falls inside that ceiling.

• We send a pre-debit notification at least 24 hours before every AutoPay charge, as required by NPCI rules.
• You can view, and revoke, your mandate directly from your UPI app or your bank, in addition to cancelling the Subscription itself from your Vtag dashboard — revoking the mandate without cancelling in-app may still leave your Subscription showing as active until it lapses for non-payment, so we recommend cancelling in your dashboard first.
• A mandate is valid for a maximum of 5 years under NPCI rules. We'll prompt you to re-authorise before it expires if you want to keep your Subscription running.

15. Renewals

Your renewal price may differ from your first-year price and is always disclosed before you first authorise your AutoPay mandate — a first-year promotional price is not guaranteed to repeat at renewal. Your dashboard shows your next renewal date and price at all times, so there's no surprise at the point of charge beyond the 24-hour pre-debit notice in Section 14.

16. Failed payments & grace period

If a renewal charge fails — insufficient balance, an expired mandate, or a bank decline — we retry per our payment processor's standard retry schedule and notify you by WhatsApp, SMS, and email each time. If payment still hasn't gone through, your Subscription enters a grace period of up to 60 days, during which Alert relay may be degraded but your account and vehicle data are not deleted. Update your payment method or complete a fresh AutoPay authorisation any time during the grace period to restore your Subscription without losing your Tag's history.

17. Chargebacks

If you believe a charge is wrong, contact us before filing a chargeback with your bank or card network (Section 22) — most billing questions are faster to resolve with us directly than through a chargeback, which can take weeks either way. If you file a chargeback for a charge you authorised and received value for, without raising it with us first, we treat that as chargeback abuse. We contest unfounded chargebacks using the Order, payment, and consent records we hold (including your AutoPay mandate authorisation and pre-debit notifications), and may suspend the account or Tag associated with repeated or fraudulent chargebacks under our Terms of Service Section 28.

18. Pricing changes

We may change the price of any product, including renewal pricing, with notice published on getvtag.com. For an active Subscription, we'll notify you before it next renews at a new price — continuing your Subscription past that renewal is acceptance of the new price; cancelling before renewal (Section 12) avoids it entirely. A price change never applies retroactively to a Billing Cycle you've already paid for.

19. Customer responsibilities

• Provide a complete, accurate shipping address — redelivery due to an address error you made may incur additional shipping charges (Section 7).
• Inspect your Order on delivery and report transit damage within the window in Section 8.
• Keep your payment method and UPI AutoPay mandate valid and funded so renewals aren't interrupted.
• Keep your order ID and invoices for your own records — we retain them too, but a request that includes your order ID is resolved faster.
• Raise billing disputes with us first, per Section 17, before going to your bank.

20. International shipping

We primarily ship within India. International shipping is available on request — email support@getvtag.com before ordering to confirm feasibility, cost, and an estimated timeline for your country, since the delivery estimates in Section 6 apply to domestic shipping only. Any customs duty, import tax, or clearance fee charged by the destination country is your responsibility, not ours, and is never included in the price you pay Vtag.

21. Governing law

This policy is governed by the same law, jurisdiction, and dispute-resolution process as our Terms of Service Section 31, including your right as a consumer to approach a Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

22. How to reach us

Email support@getvtag.com with your order ID and reason, or WhatsApp +91 99665 96664. For damaged-in-transit claims, WhatsApp with a photo is the fastest route (Section 8).