1. The two flows, kept apart
| Money | Who holds it | Who refunds it |
|---|---|---|
| Customer → Vendor your tiffin, milk or laundry subscription | The vendor. It goes straight to their UPI or their hand. | The vendor. See section 2 |
| Vendor → NearSubs the ₹999 monthly console fee | NearSubs | NearSubs. See section 3 |
2. If you are a customer
We cannot refund what we never held
There is no payment gateway on NearSubs. When you pay for a subscription, the money goes directly from you to the vendor - by UPI, cash or bank transfer. It does not pass through us, we never hold it, and we take no commission from it. So we have nothing to send back, and no ability to reverse it.
This is not a technicality we hide behind. It is why the platform is free for you and commission-free for them, and we would rather say it plainly here than have you discover it during a bad week.
What to do when something goes wrong
- Speak to the vendor. Their phone number is on their storefront and on your subscription. A missed delivery, a wrong item, or money back is theirs to put right, and most of it is sorted in one call.
- Pause or cancel from your account if you do not want the next deliveries. Cancellation is immediate and free; you owe only for deliveries already made.
- Tell us if a vendor keeps letting people down. Write to support@nearsubs.com. We cannot refund you, but we can suspend or remove a vendor from NearSubs - which is the remedy we actually have, and we use it.
Pauses and your bill
Pausing is free and can be done from your account for any dates from tomorrow onwards - today's delivery is already made up and on its way, so it cannot be paused. Whether a pause reduces your bill is the vendor's policy, shown to you before you confirm. Where it does, the credit is counted in delivery days, so pausing Saturday to Monday on a weekday plan costs one delivery, not three.
Nothing to cancel with us
NearSubs is free for customers. There is no membership, no subscription to us, no auto-debit and no mandate to cancel. Closing your account costs nothing and can be done at any time.
3. If you are a vendor
What you pay
A flat ₹999 per month for the console, with your first month free. No commission, no per-order fee, no cut of anything your customers pay you. Prices are inclusive of applicable taxes unless stated otherwise on the invoice.
The free month
Your first month is genuinely free and requires no payment details up front. We will email you a week before it ends, and again the day before. If you do nothing, you simply stop - there is no automatic charge, because there is no stored payment instrument to charge.
How billing works
Monthly, in advance, on a payment link we send you. Nothing is auto-debited. If an invoice goes unpaid past its grace period, one thing happens and one thing only: your storefront comes off the browse page, so new customers cannot find you.
Your existing customers are never affected. Their deliveries continue, your delivery sheet still generates every night, your payment register is untouched, and your own storefront link still works. The lever is “no new customers”, never “no food” - your customers are not party to an invoice between you and us. Everything returns the moment the invoice is settled.
Cancelling
Write to support@nearsubs.com at any time. There is no notice period and no cancellation fee. Your console stays available until the end of the month you have paid for.
Refunds of our fee
- Duplicate or incorrect payment - refunded in full. Tell us within 30 days and we will return it to the account it came from.
- Cancelling mid-month - the current month is not refunded pro rata, because you keep the console for the rest of it. Nothing further is invoiced.
- A prolonged failure on our side - if the console is unusable for more than 48 consecutive hours through our fault, tell us and we will credit that month.
- Suspension for breach of the Terms of Use - no refund.
Approved refunds are made to the original payment method within 7 working days of approval. Your bank may take a few days more to show it.
The register is yours, and it is read-only to us
The record of what your customers owe you is your book. Nobody at NearSubs can settle, waive or reverse a row in it - no such control exists anywhere in the operator console, by design. If a customer needs money back, that is a transaction between the two of you, and you record it yourself.
4. If we cannot agree
Raise it with our Grievance Officer below. If it is still unresolved after 30 days, you retain every right you have under the Consumer Protection Act 2019, including approaching the relevant Consumer Disputes Redressal Commission.
Contact and grievances
Write to support@nearsubs.com for anything about your account, your data or a vendor.
In line with the Consumer Protection (E-Commerce) Rules 2020 and the Information Technology (Intermediary Guidelines) Rules 2021, our Grievance Officer is:
We acknowledge a complaint within 48 hours and aim to resolve it within 30 days of receipt.