1. Try before you pay
Sections 1–6 of this policy apply to Frostique subscription fees, add-ons and related charges paid by Shops to Pronttera. Section 7 applies to cake orders paid online on a Shop’s storefront.
Every new Shop can evaluate the platform through a one-month free trial with no payment method required. We deliberately place the evaluation period before payment — which is why fees, once paid, are not refundable.
2. No refunds on subscription fees
All subscription fees, add-on fees, taxes and gateway fees are billed in advance and are non-refundable, including, without limitation, when:
- You cancel part-way through a paid billing cycle.
- You downgrade to a cheaper plan or a shorter billing cycle.
- You remove an add-on.
- You did not use the service, or used it less than expected, during a paid period.
- Your storefront is suspended, or the subscription is auto-cancelled for non-payment under the Terms and Conditions.
There are no pro-rata refunds and no credits for unused time. When you cancel or downgrade, you keep full access to what you paid for until the end of the current paid period — the change simply takes effect at your next renewal.
3. Cancellation
- You may cancel anytime from your dashboard, under Subscription → Cancel; a short cancellation reason is required.
- Cancellation is scheduled to the end of your current paid period. Your plan, storefront and data remain fully available until then.
- Any autopay mandate is revoked at cancellation, so no further charges occur.
- Changed your mind? You can undo a scheduled cancellation any time before the period ends.
- After the period ends, your storefront goes offline and your data is retained in archived form for 90 days, for reactivation or export, before permanent deletion — as described in our Privacy Policy.
4. Downgrades, cycle changes and add-on removal
Downgrades, moves to a shorter billing cycle, and add-on removals take effect at your next renewal, with no charge or refund now.
Upgrades, by contrast, are immediate and you pay only the prorated difference, which is shown to you before you confirm.
5. Billing errors — the exception
If you believe you were charged in error — for example a duplicate charge, a charge after a validly completed cancellation, or an amount that does not match your plan and add-ons — contact us within 30 days of the charge at [email protected] with the payment reference.
Verified erroneous charges will be reversed to the original payment method, typically within 7–10 business days of confirmation. Bank timelines may vary.
6. Coupons and promotions
Promotional discounts and coupons have no cash value, are not redeemable or refundable, and end automatically after their stated number of billing cycles, or on expiry or withdrawal per their terms.
7. Cake orders paid online
Your order is with the bakery (the Shop). When you pay online, the payment is processed by our payment partner Cashfree, which settles the Shop’s share to the Shop. Refunds go back to your original payment method (UPI, card, netbanking or wallet). They usually reach you in 5–7 working days, depending on your bank.
- Before the bakery accepts your order — you can cancel it yourself from the order page and the order amount is refunded automatically. An online payment fee you paid at checkout, if any, is not refunded.
- After the bakery accepts your order — it can no longer be cancelled from the app. Contact the bakery; only the bakery can cancel it then.
- If the bakery cancels your order — you get everything back, including any online payment fee.
- If an item can’t be made — you choose: keep the rest of the order and get that item’s share back (less its share of any coupon discount), or cancel the order for a full refund. You’re told how long you have — 2 hours for a same-day order, up to a day for a later one (ending 6 hours before delivery, so the bakery can still bake). If you don’t answer in time, the order is cancelled and fully refunded.
- Problems after delivery — contact the bakery; it may refund part or all of the order at its discretion.
- Payment taken but no order — if money left your account but the payment didn’t complete, or you were charged twice, or the payment arrived after the order was cancelled, it is refunded automatically. You don’t need to do anything.
Orders paid in cash or directly to the bakery are not charged online; refunds and cancellations for them are governed by the bakery’s own policy.
For questions about an order, contact the bakery first. For a payment or refund that hasn’t reached you, write to [email protected] with your order number.
8. Contact
Billing questions or refund requests: [email protected] · +91 98341 74885 — Pronttera, KPCT Mall, Fatima Nagar, Pune, Maharashtra, India.