Legal
Refund & Cancellation Policy
This Refund & Cancellation Policy ("Policy") forms part of, and should be read together with, the eb2bmart Terms and Conditions. It explains when payments made to eb2bmart ("Company", "we", "us", or "our") for services on the eb2bmart platform ("Platform") are and are not refundable. It applies to all paid Services, including memberships, premium and featured listings, lead-generation and enquiry packages, verification badges, banner and brand promotions, and any other paid add-on offered on the Platform.
Last updated: 1 September 2026
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General Principle: Services Are Non-Refundable
Paid Services on the Platform are digital, business-facilitation services that begin to be performed — through listing activation, visibility placement, or lead delivery — from the time of purchase or activation. Because of this, and except as expressly set out in this Policy or required by applicable law, all payments made for Services are final and non-refundable once the relevant Service has commenced.
In particular, no refund will be issued for reasons including, without limitation:
- receiving fewer enquiries, leads, or views than expected;
- general dissatisfaction with the volume or quality of business generated through the Platform;
- a change in the User's business plans, market conditions, or voluntary decision to stop using the Service;
- failure of a transaction between the User and another User of the Platform (the Company is not a party to such transactions — see the Terms and Conditions);
- a User's failure to use the Service, or to use it fully, during its active subscription period; or
- partial use of a subscription or package before requesting cancellation.
By making a payment for any Service, the User acknowledges and accepts this Policy.
Circumstances in Which a Refund May Be Considered
Notwithstanding Clause 1, the Company may, at its sole discretion, consider a full or partial refund (or, where appropriate, a credit toward future Services) in the following limited circumstances:
2.1 Duplicate or Erroneous Payment
Where a User is charged more than once for the same Service due to a technical or payment-gateway error, or is charged an incorrect amount due to a demonstrable error on the Company's part, the Company will refund the excess amount upon verification.
2.2 Non-Activation of a Paid Service
Where a User has paid for a Service (such as a premium listing or subscription package) and the Company fails to activate that Service within a reasonable time and the delay is not attributable to the User (for example, delay in providing required KYC or listing information), the User may request a refund of the unactivated portion.
2.3 Service Withdrawal by the Company
Where the Company permanently discontinues a paid Service before the end of a User's active subscription term, for reasons other than the User's breach of the Terms and Conditions, the Company may, at its discretion, issue a pro-rata refund for the unused portion of that subscription.
2.4 Cancellation Within the Cooling-Off Window
Where a User cancels a newly purchased subscription in writing within 24 hours of purchase, and the Service has not yet been activated, delivered, or availed in any manner (including where no listing has gone live and no leads have been shared), the Company may, at its discretion, refund the amount paid after deducting any payment-gateway or processing charges actually incurred.
2.5 Fraud or Unauthorised Transaction
Where a payment is shown to have been made fraudulently or without the User's authorisation, the Company will cooperate with the User and the relevant payment provider in accordance with applicable banking and card-network rules.
How to Request a Refund
A refund or cancellation request must be submitted in writing to the Grievance Officer, together with the User's registered Account details, the invoice or payment reference number, and the reason for the request, using the contact details below. Requests made only by phone or through informal channels may not be processed.
Grievance Officer — eb2bmart
- Email:
- info@eb2bmart.com
- Phone:
- +91 9717195141
- Address:
- Unit No. 453, Aggarwal Metro Height, Plot No. E-5, Netaji Subhash Place, Pitampura, Delhi, 110034
The Company will acknowledge a refund request within a reasonable time and, where the request falls within Clause 2, aims to communicate its decision within 7 business days of receiving all necessary information. The Company reserves the right to accept or decline a refund request that does not fall within Clause 2, and its decision on any such request shall be final.
Refund Processing
Where a refund is approved, it will ordinarily be processed to the original payment method or bank account used for the purchase, within 7–14 business days of approval, subject to the processing timelines of the User's bank or payment provider, which are outside the Company's control. Any payment-gateway, transaction, or convenience fee charged by a third-party payment processor is non-refundable, and the Company may deduct such charges from the refunded amount where they have actually been incurred.
Cancellation of Free Listings and Trial Services
A User may deactivate a free listing, trial subscription, or complimentary feature at any time by request to info@eb2bmart.com or through Account settings, where available. As no payment is associated with such Services, this Clause does not give rise to any refund.
Termination for Breach
Where the Company suspends or terminates a User's Account or a paid Service due to the User's breach of the Terms and Conditions — including provision of false information, fraudulent conduct, or posting of Prohibited Content — no refund, whether full or pro-rata, will be issued for the unused portion of any subscription or package, notwithstanding anything in Clause 2.
Chargebacks
A User who initiates a chargeback or payment dispute with their bank or card issuer without first raising the matter with the Company under Clause 3 may have their Account suspended pending resolution. Where a chargeback is later found to be unwarranted, the Company reserves the right to recover the disputed amount and any associated bank charges from the User.
Changes to this Policy
The Company may update this Policy from time to time to reflect changes in its Services or applicable law. The updated Policy takes effect upon being posted on the Platform, and continued use of paid Services after such posting constitutes acceptance of the revised Policy.
Contact us
For any questions about this Policy, or to submit a refund request, please contact us using the details below. This Policy should be read together with the eb2bmart Terms and Conditions and Privacy Policy.