Refund and Cancellation Policy

Version 1.1 · Effective from 1 November 2026

1. What a membership is

1.1A Countr membership plan is a paid membership of the Countr savings club for a fixed period. A Coin allocation is a benefit included with that membership.

1.2Coins cannot be purchased. They are granted as a benefit of membership. They are not money, not a deposit, not a prepaid payment instrument, and are never redeemable for cash. Their full terms are in clause 3 of the Membership Terms.

1.3A membership entitles a Member to price reductions at participating shops, within the limits of their Coin allocation and each shop's published offer. It does not guarantee that any particular shop, offer or discount will be available.

2. Cooling-off period — cancellation with a full refund

2.1A Member may cancel a plan and receive a full refund where both of the following are true:

(a)the cancellation request is made within 48 hours of purchase; and

(b)no Coins from that plan have been redeemed at any shop.

2.2A single redemption ends the right to a refund, because a discount has already been given by a shop and cannot be recovered from them.

2.3To cancel, use the cancellation option in the Countr app, or write to [email protected] from the mobile number registered on the account.

3. After the cooling-off period

3.1Once 48 hours have passed, or once any Coin has been redeemed, a plan is non-refundable and no part of the fee is returned.

3.2Unused or expired Coins are not refunded. Coins expire with the plan. That is stated before a plan is taken, and again 30 days and 7 days before expiry. Expiry is not a refundable event.

3.3Countr does not offer partial or pro-rata refunds for the unused portion of a membership period.

4. When Countr will refund outside these rules

Countr will refund in full where:

4.1A Member was charged more than once for the same plan. The duplicate charge is refunded regardless of timing.

4.2A payment was taken but the membership was never activated because of a fault in Countr's systems.

4.3A Member was unable to use their plan for a continuous period of more than 7 days because of a documented failure of the Countr platform, rather than a shop's decision or a Member's own device.

4.4Countr closes the club, or withdraws from a Member's city, before their plan expires. In that case Countr refunds the unused portion on a pro-rata basis, calculated by the days remaining.

4.5A fraudulent or unauthorised transaction is established on a Member's payment instrument.

5. When Countr will not refund

5.1A Member changed their mind after redeeming a Coin.

5.2A shop refused to honour an offer, closed, left Countr, paused its offer, or reached its monthly limit. A Member's complaint in that case lies against the shop, and Countr will help but does not refund the membership.

5.3A Member was dissatisfied with the goods or services bought at a shop. Those are the shop's responsibility under clause 5.7 of the Merchant Agreement.

5.4A Member could not find shops near them, or did not use the club.

5.5A membership was suspended or terminated for breach under clause 7 of the Membership Terms — including declaring a bill amount higher than the actual bill, transferring Coins, or operating multiple accounts.

5.6A Member deleted their own account. Deletion cancels unused Coins and does not trigger a refund.

6. How a refund is made

6.1Refunds are made to the original payment method only. Countr does not refund to a different card, account or wallet.

6.2Countr will process an approved refund within 7 working days. The time for it to appear depends on the Member's bank or card issuer, typically a further 3 to 7 working days.

6.3Refunds are processed through Countr's payment gateway. Countr does not retain or have access to card or bank details.

6.4A refund returns the whole amount the Member paid. Countr is a composition taxable person and charges no tax on a membership, so there is no tax component to separate out and none is withheld: a refunded ₹499 plan returns ₹499. Countr issues a credit note against the original bill of supply, carrying no tax, and keeps it.

7. How to ask, and what happens next

7.1Write to [email protected] from the registered mobile number, or use the app, stating the registered number and what happened.

7.2Countr will acknowledge within 2 working days and decide within 7 working days, giving reasons if a refund is refused.

7.3If a Member is unhappy with the decision, they may escalate to the Grievance Officer at [email protected], who will respond within 30 days.

7.4Nothing in this policy limits a Member's rights under the Consumer Protection Act, 2019, including the right to approach a consumer commission.

Version 1.4 · Effective from 1 November 2026

A Shop that has not accepted Merchant Agreement Version 2.2 pays the fees set out in the version of the Merchant Agreement it accepted, and that agreement governs them. The two refund exceptions in section 2 of this Part apply to that Shop as well.

Parts A to C are about a Member's membership. This Part is about what a Shop pays Countr, and under clause 14.5 of the Merchant Agreement it forms part of that agreement.

It is written per Outlet, because Version 2.2 is: a Shop with three Outlets pays three registration fees and three subscriptions.

Where this Part names a period — a free period, a paid period, the grace period before offers pause, or how many free places there are — it cites the Merchant Agreement rather than restating the figure, so each of those figures is published in exactly one place and cannot drift between two documents. The two amounts a Shop pays are stated here in full, because a Shop reads this page before it has an agreement to turn to.

1. What a Shop pays

Both figures are the whole amount payable, and no tax is added to them or included in them, for a Shop or for a Member. Countr's own tax on its turnover is its own cost. The bill of supply shows no tax, because none is charged, and a Shop cannot claim input tax credit on these fees. This is so while Countr is a composition taxable person; clause 2.5(i) of the Merchant Agreement says what happens if that changes.

Free time belongs to each Outlet. An Outlet that holds one of the free places in clause 2.5(c) of the Merchant Agreement has its own Free Window, which clause 1.6 of that agreement defines and dates: it runs from the later of the day the Outlet was created and the day the Shop first accepted the agreement, and accepting a later version neither starts it again nor extends it. A Shop that opens a second Outlet later gets a Free Window for that Outlet too, if a place remains. An Outlet at a Shop that has not yet accepted the agreement holds no place until the Shop accepts. Once all the places are taken, a new Outlet has no free days and no place.

The registration fee is payable for each Outlet when that Outlet is created, with or without a free place; a place never covers it. Opening an Outlet is not conditional on paying it, and the Outlet's offers go live when Countr sets them up rather than when the fee is paid. No registration fee is payable for an Outlet that existed before the Shop accepted Version 2.2, except a fee that was already payable under the Shop's earlier version and is still unpaid.

The Shop has one paid period, which covers every Outlet it pays for. Each successful payment buys a paid period — clause 2.5(d) of the Merchant Agreement sets its length — counted from the day the payment succeeds rather than from the first of a calendar month. Paying again while the offers are still live extends the period already paid for; once they have been paused, the new period runs from the day of payment instead, because Countr does not charge a Shop for days on which its offers were paused. An Outlet that becomes due part-way through a paid period is first charged at the start of the next one, and is free until then.

For when Version 2.2 takes effect for a Shop, see clause 15.1 of the Merchant Agreement.

Payment is taken only through the Countr platform. No person acting for Countr may take cash or a transfer to a personal account, and no such payment counts against what a Shop owes.

The Shop gives one standing authorisation for the Shop as a whole, at the subscription in the table above for each of its Outlets that is due, and never more — clause 2.5(d)(i) of the Merchant Agreement. Countr never collects more than is due, and returns any excess. When another Outlet becomes due, the Shop is asked to approve a new authorisation at the higher figure; until it does, nothing is collected for that Outlet and nothing is paused. Clause 2.5(d)(iii) lets the Shop withdraw the authorisation at any time, from its own bank or UPI application, after which no further collection is attempted.

A bill of supply is issued and kept for every payment, and is sent to the Shop whenever it asks. It is not a tax invoice and it shows no tax, because Countr is a composition taxable person and charges the Shop none. The Shop can also see and download it from its own screens at any time, for any payment, for as long as Countr keeps its books.

Each bill of supply is issued on, and dated, the day the money reaches Countr — the date Countr's payment provider reports for that collection. This policy names no due date for a month's subscription: it becomes payable when the collection succeeds. Where a collection does not succeed, Countr does not collect that month afterwards and issues no bill of supply for it; what happens instead is in section 3 below.

2. The fees are not refunded, and there are exactly two exceptions

Neither fee is refunded, in whole or in part, and neither may be transferred — not to another Shop, not to another owner of the same Shop, not to another Outlet of the same Shop, not to another product and not to another period.

The registration fee is not refunded once the Outlet is created.

The subscription is not refunded for any unused part of a paid period. That includes every one of these:

• the Shop stops using Countr;
• the Shop pauses its own offers;
• the Shop closes an Outlet;
• the Shop ends the Merchant Agreement part-way through a period; and
• Countr ends the Merchant Agreement because the Shop is in breach of it.

The two exceptions below are the Shop's right, not Countr's discretion. Countr will not ask the Shop to justify either of them.

(a)A duplicate charge is refunded in full. If Countr collected twice for the same period, the second collection is returned — whenever it is found, however long ago it was taken, and whether the Shop or Countr noticed it.

(b)A fee taken for an Outlet Countr did not activate, through its own fault, is refunded in full. If the Shop paid and Countr, through its own fault, did not make that Outlet's offers available to Members, the fee is returned. This covers the registration fee for that Outlet as well as a subscription.

Nothing else is refunded. There is no cooling-off period for a Shop, no pro-rata refund for an unused part of a period, no refund where the Shop leaves, and no refund where Countr ends the agreement for the Shop's breach. Money Countr collects that was never due is not a refund, and is returned under clause 2.5(d)(i) of the Merchant Agreement.

3. What happens when a subscription lapses

The offers at all the Shop's Outlets are paused. Nothing is deleted.

They are paused after the grace period in clause 2.5(g) of the Merchant Agreement, not on the day the paid period ends. Throughout the grace period everything carries on as normal and the Shop's own screens say the payment is due and how many days are left. No Member can claim a discount at a paused Outlet, and paying resumes them. Everything else stays exactly as it was: the Shop's account, its Outlets, its offers, its photographs, its ratings, its monthly statements and its full transaction history. The Shop's own screens carry a link to pay.

Countr does not delete, archive or withhold a Shop's own records because a payment is late.

4. How this Part sits against Part A

Part A is for Members and this Part is for Shops, and they are deliberately different.

Part A gives a Member refunds in five situations stated unconditionally — a duplicate charge (A 4.1), a membership paid for and never activated through Countr's fault (A 4.2), the service unusable for more than seven continuous days (A 4.3), Countr closing or withdrawing from a city, pro-rata (A 4.4), and a fraudulent or unauthorised transaction (A 4.5). Those five apply to a Member's membership and to nothing else.

A Shop has the two exceptions in section 2 of this Part: a duplicate charge, and a fee taken for an Outlet Countr did not activate. Those two are the same in substance as A 4.1 and A 4.2. The other three do not extend to a Shop's fees, and this Part is what governs them.

A Shop buying a marketing platform for its business is contracting for a commercial purpose, so the two sides of Countr are not the same transaction and are not written as though they were.

5. How a Shop asks

By email to the address in Part A 7, or through the Shop's own screens in the Countr app. Countr acknowledges within 2 working days.