Refund and Cancellation Policy
Last updated 1 October 2026
How cancelling works, when you get money back, and how quickly. This policy applies to Essentials and Growth bought on roster.character.xyz; an Enterprise agreement sets its own terms.
1. Cancelling
An account admin can cancel at any time from Settings on roster.character.xyz, or by writing to us. Cancelling stops the next renewal. Your plan continues until the end of the period you have paid for, and the account then moves to Free, keeping all its data.
2. Your first payment
If Roster is not right for you, ask within 7 days of your organisation’s first payment for a paid plan, monthly or annual, and we refund it in full.
3. Renewals
Renewals are not refunded for the part of a period that is left, because cancelling keeps the plan until the period ends. Two exceptions: if a renewal charged for more people than your organisation meant to pay for, ask within 7 days and we refund the difference; and if you are charged twice or in error, we refund the extra charge in full whenever you tell us.
4. If we stop providing Roster
If we discontinue Roster or a plan you are paying for, we refund the unused part of the period you paid for.
5. How to ask, and when the money arrives
Write to support@character.xyz from an admin’s address with your organisation’s name. We reply within 2 working days. Approved refunds are issued through Razorpay to the original payment method within 5 to 7 working days; your bank may take up to 10 more working days to show it.
Charky Labs Pvt Ltd · Coimbatore, Tamil Nadu, India · CIN U58200TZ2024PTC033012