This Refund Policy (“Policy”) describes the terms under which Corpela SMC-PRIVATE. Ltd., operating under the brand Entellra (“Entellra,” “we,” “us,” or “our”), issues refunds for subscriptions to our AI-powered restaurant management platform (the “Services”). This Policy forms part of, and should be read together with, our Terms & Conditions.

General Policy

Entellra is a subscription-based software service. Because access to the Services, onboarding support, and platform resources are provided immediately upon activation, subscription fees are generally non-refundable except as expressly set out in this Policy or as required by applicable law.

We encourage all prospective Customers to use our free demo and, where applicable, free trial period to evaluate whether the Services meet their business needs before subscribing to a paid plan.

2. 7-Day Money-Back Guarantee

In accordance with the policy required by our payment processor, Paddle.com Market Limited, Entellra offers a 7-day money-back guarantee on all new subscription purchases.

Customers may request a full refund within 7 calendar days of their initial subscription purchase date, for any reason, with no additional questions asked.
This 7-Day Money-Back Guarantee applies to the first purchase of a new subscription. It does not automatically apply to subsequent renewal charges, upgrades, or repeat purchases on the same account, which are instead governed by Sections 4 and 5 below.
To request a refund under this guarantee, the Customer must submit a request within the 7-day window in accordance with Section 12 (How to Request a Refund).
Approved refunds under this guarantee will be processed in full, and the Customer’s access to the Services will be deactivated upon issuance of the refund.
This guarantee is provided in compliance with Paddle’s Buyer Terms as our Merchant of Record. Where Paddle’s own policies grant additional or different rights to the Customer, Paddle’s policies will apply.

3. Free Trials and Demos

Product demonstrations are provided free of charge and do not require payment or a refund.
Where a free trial period is offered, no payment is collected during the trial unless expressly stated at signup.
If a Customer does not cancel before the trial period ends and a paid subscription begins automatically, the 7-Day Money-Back Guarantee in Section 2 applies from the date the first payment is charged.

4. Monthly Subscriptions

Monthly subscription fees are billed in advance. Beyond the 7-Day Money-Back Guarantee described in Section 2, fees are non-refundable for the current billing cycle once payment has been processed.
Customers may cancel at any time to prevent renewal in the following billing cycle; cancellation does not entitle the Customer to a refund for the current, already-paid cycle outside of the 7-day window.
Access to the Services continues until the end of the current paid billing cycle, even after cancellation is submitted.

5. Annual Subscriptions

The 7-Day Money-Back Guarantee in Section 2 applies to the initial annual payment.
Refund requests made after the 7-day window will not be eligible for a prorated refund; the Customer will retain access to the Services for the remainder of the paid annual term.
Annual plan discounts are contingent on completing the full annual term. Where a refund is issued within the 7-day window, the full amount paid will be refunded and access will be deactivated.

6. Onboarding and Setup Fees

Where a one-time onboarding, setup, or data migration fee is charged, such fees are non-refundable once onboarding work has commenced, as they reflect labor and resources already committed by Entellra. Where such a fee is charged as part of a Customer’s first purchase within the 7-Day Money-Back Guarantee window, it will be refunded together with the subscription fee unless onboarding work has already been substantially completed.

7. Cancellations

Customers may cancel their subscription at any time through their account dashboard or by contacting our support team.
Cancellation stops future billing but does not retroactively refund the current billing period, except as described in Sections 2, 4, and 5.
Upon cancellation, Customer Data will remain available for export for the period described in our Terms & Conditions before being deleted in accordance with our data retention practices.

8. Service Issues and Downtime

If the Customer experiences a significant, verified service outage or malfunction directly attributable to Entellra that materially prevents use of the Services for a continuous period exceeding [Insert Threshold, e.g., 24 hours], the Customer may request a service credit or prorated refund corresponding to the affected period, at Entellra’s discretion, subject to any Service Level Agreement (SLA) separately agreed in writing.

Entellra is not responsible for service interruptions caused by third-party providers (including payment processors, delivery platforms, WhatsApp Business Platform, or internet/telecom outages), Customer-side connectivity or hardware issues, or scheduled maintenance communicated in advance.

9. Non-Refundable Circumstances

Refunds will not be issued in the following circumstances:

Change of mind after the applicable Cooling-Off Period has passed
Underuse or non-use of the Services during a paid billing period
Termination of the account due to a violation of our Terms & Conditions or Acceptable Use Policy
Dissatisfaction with third-party integrations or services (e.g., delivery platforms, payment gateways, WhatsApp Business Platform) outside Entellra’s control
Fees for add-on modules, custom development, or professional services already delivered

10. Third-Party Fees and Merchant of Record

All subscription payments to Entellra are processed by Paddle.com Market Limited, who acts as the Merchant of Record for these transactions. This means Paddle handles payment collection, invoicing, and — where applicable under this Policy — refund processing on Entellra’s behalf, and the Customer’s payment will appear on their bank or card statement as processed by Paddle.

In addition, any fees charged directly by other third-party providers connected to the Services — including delivery platform commissions (Foodpanda, Careem) or messaging fees (WhatsApp Business Platform) — are governed by those providers’ own refund and billing policies and are not refundable by Entellra.

11. Refund Method and Timeline

Approved refunds will be issued to the original payment method used at the time of purchase. Refunds are typically processed within [Insert Number, e.g., 7–10] business days of approval, though the time for funds to reflect in the Customer’s account may vary depending on the Customer’s bank or payment provider.

12. How to Request a Refund

To request a refund — including under the 7-Day Money-Back Guarantee in Section 2 — please contact our support team with your account details, invoice/order number (as shown on your Paddle receipt), and reason for the request:

Email: billing@entellra.com
WhatsApp / Phone: [Insert Number]

Refund requests are reviewed on a case-by-case basis, and Entellra reserves the right to approve or decline a request in accordance with this Policy.

13. Chargebacks and Disputes

We encourage Customers to contact our support team directly to resolve any billing concern before initiating a chargeback with their bank or card issuer. Initiating a chargeback without first contacting Entellra may result in immediate suspension of the account pending resolution. Entellra reserves the right to dispute any chargeback it believes to be invalid and to recover associated fees or losses from the Customer, including chargeback fees imposed by our payment processors.

14. Changes to This Policy

We may update this Policy from time to time to reflect changes in our billing practices, product offerings, or legal requirements. The updated Policy will be posted with a revised “Last Updated” date. Continued use of the Services after such changes take effect constitutes acceptance of the revised Policy.

15. Contact Us

For questions regarding this Refund Policy, please contact:

Entellra (Corpela SMC-Pvt. Ltd.)

Email: privacy@entellra.com

Last Modified: July 5 2026 at 02 : 26 AM (Pakistan Standard Time)