Refund & Cancellation Policy

1. OVERVIEW

This Refund & Cancellation Policy ("Policy") applies to all purchases, subscriptions, and wallet recharges made through the Aixclerate platform operated by Aixclerate Pvt Ltd (a subsidiary of Esoul Services), registered at Gurugram, Haryana 122001, India.

By purchasing any service or recharging your wallet on Aixclerate, you acknowledge and agree to the terms of this Policy. This Policy should be read in conjunction with our Terms & Conditions and Privacy Policy.

Aixclerate is committed to fair business practices and complies with applicable Indian consumer protection laws including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

2. DEFINITIONS

• Platform: The Aixclerate dashboard (app.aixclerate.cloud) and website (aixclerate.com)
• Wallet: Your prepaid balance within the Aixclerate dashboard used to pay for AI agent usage (voice minutes, WhatsApp conversations, etc.)
• Wallet Recharge: Adding funds to your Wallet via Razorpay (credit card, debit card, UPI, net banking, or other supported methods)
• Subscription Plan: A recurring monthly or annual service plan for AI Voice Calling, WhatsApp Marketing, or bundled services
• Usage Credits: Consumed wallet balance for actual AI agent usage (voice call minutes, WhatsApp conversation charges, etc.)
• Service Credits: Non-monetary credits issued by Aixclerate as compensation for service outages or issues
• Razorpay: Our third-party payment gateway provider that processes all transactions

3. WALLET RECHARGE REFUND POLICY

3.1 Wallet Recharge — Non-Refundable

Wallet funds:

• Cannot be withdrawn back to your bank account or payment method
• Cannot be transferred to another Aixclerate account
• Do not expire as long as your account remains active
• Are forfeited upon account termination due to policy violations

3.2 Exceptions — When Wallet Refunds Are Granted

Wallet recharge refunds will ONLY be granted in the following exceptional circumstances:

• Duplicate Charges: If you are charged multiple times for a single recharge attempt due to a payment gateway error
• Overcharge: If you are charged more than the amount you authorized
• Failed Credit: If the payment was debited from your account but not credited to your Aixclerate wallet within 48 hours
• Unauthorized Transaction: If you can demonstrate that a wallet recharge was made without your authorization (subject to investigation)
• Platform Discontinuation: If Aixclerate discontinues the platform entirely, unused wallet balances will be refunded on a pro-rata basis

3.3 Refund Request Deadline

Refund requests for the above exceptions must be submitted within 7 calendar days of the transaction date. Requests beyond this period will be reviewed on a case-by-case basis but are not guaranteed.

4. SUBSCRIPTION PLAN CANCELLATION & REFUNDS

4.1 Monthly Subscriptions

• Cancellation: You may cancel your monthly subscription at any time before the next billing cycle
• Effective Date: Cancellation takes effect at the end of the current paid billing period
• No Pro-Rata Refund: No refund is issued for the remaining days in the current billing month
• Continued Access: You retain access to all services until the end of the current paid period

4.2 Annual Subscriptions

• Cooling-Off Period: You may request a full refund within 7 days of an annual subscription purchase, provided you have not consumed more than 10% of included usage credits
• After Cooling-Off: No refund is available after 7 days. You may downgrade or cancel with effect at renewal date
• Early Termination: If you terminate an annual subscription early, unused months are NOT refunded unless Aixclerate discontinues the service

4.3 Enterprise / Custom Plans

Refund and cancellation terms for Enterprise or custom plans are governed by the specific Service Agreement signed between you and Aixclerate. In the absence of specific terms, this Policy applies.

4.4 Downgrade vs. Cancellation

Instead of full cancellation, you may downgrade to a lower plan. Downgrades take effect at the next billing cycle. The difference in plan cost is NOT refunded for the current period.

5. USAGE CHARGES — AI AGENT USAGE

5.1 Voice Calling Usage

AI Voice Calling is billed per minute of call duration. Once a call is connected and AI agent interaction begins:

• Usage charges are non-refundable — they represent actual consumed resources (STT, LLM, TTS, SIP telephony)
• Usage is rounded up to the nearest minute for billing purposes
• Failed calls (no answer, busy, invalid number) that do not result in agent interaction are not charged
• Calls dropped due to platform issues within the first 30 seconds may be eligible for a Service Credit upon request

5.2 WhatsApp Conversation Usage

WhatsApp Business API charges are applied per conversation as defined by Meta's pricing structure:

• Conversation charges are non-refundable as they include Meta (WhatsApp) pass-through costs
• Undelivered messages due to invalid numbers or blocked contacts are not charged
• Template message rejections by Meta are not charged

5.3 Service Credits for Platform Issues

If Aixclerate's platform causes usage failures (not third-party provider outages), you may be eligible for Service Credits:

Service Credits are applied to your wallet balance and cannot be converted to cash refunds.

6. PAYMENT PROCESSING & RAZORPAY

6.1 Payment Gateway

All payments on Aixclerate are processed through Razorpay, a PCI-DSS compliant payment gateway authorized by the Reserve Bank of India (RBI). Supported payment methods include:

• Credit Cards (Visa, Mastercard, RuPay, American Express)
• Debit Cards
• UPI (Google Pay, PhonePe, Paytm, BHIM)
• Net Banking (all major Indian banks)
• Wallets (Paytm, PhonePe, Amazon Pay)
• International Cards (for USD transactions)

6.2 Refund Processing via Razorpay

When a refund is approved by Aixclerate:

• Refunds are initiated through Razorpay's refund API
• The refund is processed to the original payment method used for the transaction
• Razorpay processing time: 5-10 business days depending on your bank/payment method
• UPI refunds: Typically 1-3 business days
• Credit/Debit card refunds: 5-10 business days
• Net banking refunds: 5-7 business days

6.3 Payment Disputes

If you dispute a charge:

• Contact us first at billing@aixclerate.com or contact@aixclerate.com before filing a dispute with your bank
• We will investigate and respond within 3 business days
• Filing a chargeback without contacting us first may result in account suspension pending investigation
• Fraudulent chargeback claims will result in immediate account termination

6.4 GST & Tax Refunds

All refunds include the applicable GST charged on the original transaction. GST credit adjustments will be reflected in your next invoice or GST return filing as applicable.

7. ACCOUNT CLOSURE & REMAINING BALANCE

7.1 Voluntary Account Closure

If you choose to close your Aixclerate account:

• Submit a closure request to support@aixclerate.com at least 15 days in advance
• Any remaining wallet balance below ₹1,000 is forfeited
• Remaining wallet balance of ₹1,000 or above may be refunded, subject to deduction of any outstanding dues, pending invoice amounts, or service credits previously granted
• Account data is deleted per our data retention policy (30 days post-closure)

7.2 Account Termination by Aixclerate

If your account is terminated by Aixclerate due to policy violations:

• No refund of any kind (wallet balance, subscription, or usage credits) will be issued
• Any outstanding invoice amounts remain payable
• Termination reasons include: fraud, abuse, violation of Terms, illegal activity, or persistent non-payment

7.3 Account Inactivity

Accounts with no login or usage for 12 consecutive months may be flagged as dormant. We will notify you 30 days before any action. Wallet balances on dormant accounts are converted to Service Credits (non-cashable).

8. FREE TRIAL & PROMOTIONAL OFFERS

8.1 Free Trial

If Aixclerate offers a free trial period:

• No payment is required during the trial period
• At the end of the trial, you will be prompted to select a paid plan
• No charges are automatically applied without your explicit consent
• Trial credits cannot be converted to cash or transferred

8.2 Promotional Credits & Discounts

• Promotional or bonus credits are non-refundable and non-transferable
• Promotional credits expire as per the terms of the specific promotion
• Promotional discounts apply to the initial period only; standard pricing applies at renewal

9. HOW TO REQUEST A REFUND

9.1 Refund Request Process

To request a refund, follow these steps:

9.2 Refund Decision

Aixclerate reserves the right to approve or deny refund requests based on:

• Validity of the claim against this Policy
• Usage history and consumption patterns
• Account standing and compliance with Terms
• Evidence provided (transaction records, screenshots, logs)

All refund decisions by Aixclerate are final, subject to your right to escalate under applicable consumer protection laws.

10. REFUND SUMMARY TABLE

11. GRIEVANCE REDRESSAL

If you are not satisfied with our refund decision, you may escalate your concern:

11.1 Internal Escalation

11.2 External Redressal

If the internal resolution is unsatisfactory, you may:

• File a complaint with the National Consumer Helpline (1800-11-4000) or consumerhelpline.gov.in
• File a complaint on the E-Daakhil portal at edaakhil.nic.in
• Approach the appropriate Consumer Disputes Redressal Forum in your jurisdiction

12. GOVERNING LAW & JURISDICTION

This Policy is governed by the laws of India. Any disputes arising from this Policy shall be subject to the exclusive jurisdiction of the courts in Gurugram, Haryana, India.

This Policy complies with:

• Consumer Protection Act, 2019
• Consumer Protection (E-Commerce) Rules, 2020
• Information Technology Act, 2000
• Reserve Bank of India (RBI) guidelines on digital payments
• Digital Personal Data Protection (DPDP) Act, 2023

13. CHANGES TO THIS POLICY

Aixclerate reserves the right to update this Policy at any time. Changes will be:

• Posted on this page with an updated "Last Updated" date
• Communicated via email to registered users for material changes
• Effective immediately upon posting unless stated otherwise

Continued use of the Service after changes constitutes your acceptance of the updated Policy.

14. CONTACT US

For any questions about this Refund & Cancellation Policy, contact us: