Cancellation & Refund Policy

This Cancellation & Refund Policy ("Policy") explains how you can cancel your Voixt AI subscription, trial or add-on, and when and how we refund money. Voixt AI is a product of Gothi Tech LLP ("we," "us," or "our"), a limited liability partnership registered in Ahmedabad, Gujarat, India. This Policy forms part of, and must be read with, our Terms of Service and Privacy Policy. Where this Policy and the Terms of Service differ on cancellation or refunds, this Policy governs.

1. Scope and Legal Basis

This Policy applies to all paid subscriptions, free trials, add-ons and top-ups purchased from Voixt AI by customers in India and elsewhere. It is published in compliance with:

• the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, which require an e-commerce entity to display its cancellation, refund and grievance-redressal terms clearly and before a purchase is made;
• the Information Technology Act, 2000 and rules made under it, which govern electronic contracts and records — your acceptance of these terms online is a valid and enforceable contract;
• the Reserve Bank of India framework for recurring transactions and e-mandates on cards, UPI Autopay and other standing instructions;
• the Central Goods and Services Tax Act, 2017, for the tax treatment of refunds; and
• the Digital Personal Data Protection Act, 2023, for what happens to your data after cancellation.

An important note on "cooling-off" periods. Indian law does not prescribe a general statutory cooling-off or return window for digital subscription services in the way it does for certain other goods. The trial period in §2 and the 30-day money-back guarantee in §6 are voluntary contractual commitments we make to you — they are binding on us because they are stated here, and they go beyond what the law requires. Nothing in this Policy limits any right you have as a consumer under the Consumer Protection Act, 2019 or any other applicable Indian law.

2. Free Trial and Trial Cancellation

• What the trial is: we offer a 14-day free trial on the Starter and Growth plans. The Professional, Business and Enterprise plans begin as paid subscriptions and do not include a trial.
• Payment details are required upfront. You must provide valid payment details to start a trial. Nothing is charged during the 14 days.
• Automatic conversion: unless you cancel before the trial ends, your account converts to a paid subscription on the plan you selected at the end of day 14, and the first billing charge is raised at that time.
• How to stop it: cancel from Account Settings → Billing → Cancel subscription at any point during the trial, or write to support@voixt.ai before the trial ends. Cancelling during the trial means you are never charged.
• If we charge you in error: if you cancelled within the trial window and a charge was still raised, tell us and we will refund it in full — this is a billing error, not a discretionary refund, and §8 timelines apply.
• One trial per business. Trials are limited to one per business entity or WhatsApp Business Account. Creating additional accounts to extend a trial may result in suspension under the Terms of Service.

3. How to Cancel a Paid Subscription

You can cancel at any time. There is no lock-in, no notice period and no exit fee.

a. Self-service (fastest)

• Sign in to your Voixt AI workspace and go to Account Settings → Billing → Cancel subscription.
• Confirm the cancellation. You will receive a confirmation email. If you do not receive one, the cancellation may not have registered — contact us before your next billing date.

b. By email

• Write to support@voixt.ai from the email address registered on the account, with the subject line Cancellation request — [your workspace name].
• Requests received on a working day are actioned within 2 business days. A request sent before your renewal date is treated as effective from the date we receive it, not the date we process it — so a request that arrives before renewal will not be billed for the next cycle even if we action it after the renewal date.
• Support hours are Monday – Friday, 9:30 AM – 6:30 PM IST. Requests received outside those hours are date-stamped on receipt.

Who can cancel: only the workspace owner, a billing administrator or an authorised signatory of the registered business can cancel a subscription. We may ask for verification before actioning a cancellation received by email.

4. When Cancellation Takes Effect

• You keep what you paid for. Cancellation stops the next renewal. Your workspace stays fully active until the end of the billing period you have already paid for, and you keep every feature of your plan until then.
• Monthly plans: access continues until the last day of the current monthly cycle. No further charge is raised after that.
• Annual plans: access continues until the last day of the twelve-month term you paid for. Outside the guarantee in §6, annual fees are not refunded pro-rata for the unused months — the annual price is discounted precisely because it is committed for the full term.
• No partial-month refunds. We do not refund part-months. Cancelling mid-cycle does not shorten or reduce the cycle you have already been billed for.
• After the paid period ends, the workspace moves to a closed state: users can no longer sign in, automations and flows stop running, broadcasts are not sent, and incoming WhatsApp messages are no longer processed by Voixt. See §13 for what happens to your data.
• Reactivation: you can restart a subscription at any time. If you restart within the data-retention window in §13, your workspace is restored as it was. After that window, you start with a new workspace.

5. Auto-Renewal, Standing Instructions and e-Mandates

Subscriptions renew automatically so your WhatsApp automations do not stop without warning. You are always in control of that mandate:

• Advance notice before every debit. In line with the RBI framework for recurring transactions, you receive a pre-debit notification from us or from your bank or card issuer at least 24 hours before a recurring amount is debited, stating the amount and the date.
• Opting out of a specific debit. The pre-debit notification gives you the option to cancel the subscription or the standing instruction before the debit is made. Cancelling the subscription before the debit date stops the debit.
• Withdrawing the mandate itself. You can revoke an e-mandate, UPI Autopay mandate or card standing instruction directly with your bank, UPI app or card issuer, without our involvement.
• Revoking the mandate is not the same as cancelling. If you stop the mandate but do not cancel the subscription, the subscription remains live and the fees continue to fall due. Please cancel through §3 as well so your account is closed cleanly and no dues accrue.
• Price changes: if we change the price of your plan, we will tell you at least 30 days before the change applies to your renewal. You may cancel before the renewal date if you do not accept the new price; continuing past that date is acceptance.

6. 30-Day Money-Back Guarantee

This is the commitment printed alongside our pricing, restated here in full so it is contractually unambiguous:

• What it covers: your first payment on any paid plan, monthly or annual.
• The window: write to support@voixt.ai within 30 calendar days of that first payment.
• What you get: the amount you paid us, returned in full to the original payment method. No forms, no exit interview, no retention call.
• What sits outside it: Meta's per-message WhatsApp charges. Meta bills those against your own WhatsApp Business Account and we never hold that money, so we cannot return it. See §7(a).
• It applies once — to the first payment on an account. Renewals, upgrades, subsequent terms and repeat subscriptions by the same business are not covered.

We do not require you to justify the request. We may ask what did not work, because it is useful to us, and you are free not to answer.

7. What Is Not Refundable

Outside the trial (§2), the guarantee (§6) and the exceptions in §9, subscription fees are non-refundable. Specifically, the following are not refunded:

a. Meta / WhatsApp messaging charges

• WhatsApp per-message charges are levied by Meta under its own published rates, against your own WhatsApp Business Account. Voixt does not mark them up and does not hold them. Any dispute about those charges must be raised with Meta.
• Charges for messages already delivered are consumed and cannot be reversed.

b. Consumed usage and credits

• AI credit top-ups are prepaid usage. Credits already consumed are not refundable. Unused credits remain usable while your subscription is active and lapse when the subscription ends; they are not exchanged for cash.
• Storage, message history and broadcast volume already used during a billing period.

c. Other non-refundable items

• Add-ons — extra user seats, additional WhatsApp numbers, the E-Shop module — for the billing period in which they were purchased. Cancelling an add-on stops it from the next cycle.
• Onboarding, migration, custom development or professional services already performed, whether or not the subscription continues.
• Third-party costs we pass through at cost — for example verification fees or charges levied by Meta, a payment gateway or a telecom provider.
• Unused capacity. Not using the platform during a period you paid for is not a ground for refund.
• Accounts terminated for breach of the Terms of Service, the WhatsApp Commerce and Business Policies, or Indian law — including sending unsolicited commercial messages. See §12.

8. How Refunds Are Processed

• Where the money goes: approved refunds are always credited to the original payment method and account used for the purchase — card, UPI, net banking or the bank account the payment came from. We cannot redirect a refund to a different instrument or a third party, which is both a payment-network rule and an anti-money-laundering safeguard.
• Acknowledgement: we acknowledge every refund request within 48 hours of receiving it.
• Decision: we decide the request within 7 business days and tell you the outcome in writing, with reasons if it is declined.
• Initiation: approved refunds are initiated with our payment gateway within 7 business days of approval.
• Credit to you: once initiated, the money typically reaches you in 5 to 10 business days, depending on your bank, card issuer or UPI provider. That final leg is controlled by your bank, not by us. We will share the refund reference number (ARN / UTR) so you can trace it with them.
• Currency: refunds are made in the currency of the original transaction — Indian Rupees (INR) for Indian customers. We are not responsible for losses caused by exchange-rate movement between payment and refund, or for foreign-exchange or cross-border fees charged by your own bank.
• Set-off: we may deduct any amount you owe us — unpaid invoices, usage charges already incurred — from a refund, and will itemise any such deduction.
• GST: where GST was charged on the original invoice, an approved refund is processed together with a credit note issued under Section 34 of the CGST Act, 2017, and the GST component is returned along with the base amount. If you claimed input tax credit on the original invoice, you must reverse it in your own GST return.

9. Refunds We Make Outside the Guarantee

We will refund you, in full or in proportion, even outside §6, where any of the following applies:

• Duplicate or erroneous charge — you were billed twice for the same period, billed after a valid cancellation, or billed on a plan you did not select.
• Failed transaction with money debited — your account was debited but the subscription was not activated. Such refunds are handled in line with the RBI's harmonised turn-around-time norms for failed transactions.
• Wrong amount charged — you were charged more than the price published for your plan at the time of purchase; we refund the difference.
• Extended service failure attributable to us — a prolonged outage of the Voixt platform caused by us, and not by Meta, your WhatsApp Business Account status, your own configuration or a third-party dependency. We refund the affected portion of your fee for that period.
• Where a refund is required by applicable law or by an order of a court, consumer commission or regulator.

Claims of this kind should be raised within 30 days of the charge or the incident, so that the transaction can still be traced with the payment gateway.

10. Downgrades, Upgrades and Add-On Cancellation

• Upgrades take effect immediately. The difference in price is charged on a pro-rata basis for the remainder of the current cycle.
• Downgrades take effect from the start of your next billing cycle. We do not refund the difference for the current cycle, and your existing plan continues in full until then.
• Before a downgrade takes effect, please bring your usage within the limits of the lower plan — extra users, extra WhatsApp numbers, additional flows and stored data above the new plan's limits may be deactivated automatically when the downgrade applies.
• Add-ons (extra seats, additional WhatsApp numbers, the E-Shop module) can be cancelled at any time and stop billing from the next cycle. The current cycle is not refunded.
• Switching from annual to monthly takes effect at the end of the annual term. The unused portion of an annual term is not converted to credit or cash.

11. Failed Payments, Suspension and Involuntary Cancellation

• If a renewal payment fails, we notify you and retry the payment over the following days.
• Your workspace enters a 7-day grace period during which the service continues, so a failed card does not silently stop your customer conversations.
• If payment is still outstanding after the grace period, the workspace is suspended — sign-in and automations stop, and your data is retained.
• If the dues remain unpaid 30 days after suspension, we may cancel the subscription and delete the workspace in line with §13.
• Clearing the outstanding amount during the grace or suspension period restores service.

12. Cancellation by Voixt AI

We may suspend or cancel a subscription, with notice where it is reasonable to give notice, if:

• you breach the Terms of Service, including the Acceptable Use Policy;
• you breach Meta's WhatsApp Business Messaging Policy or Commerce Policy, or your WhatsApp Business Account is restricted or banned by Meta;
• you send unsolicited commercial communication, use spoofed or non-compliant numbers, or otherwise breach Indian telecom or consumer-protection regulations;
• we are required to do so by law, a regulator or a court order; or
• fees remain unpaid as described in §11.

What you get back. If we cancel for a reason that is not your fault — for example we discontinue the Service or a plan — we refund the unused portion of your fee on a pro-rata basis. If we cancel for breach, fees already paid are not refunded, and any dues already incurred remain payable.

13. Your Data After Cancellation

• Export first. Please export your contacts, chat history, and reports before your paid period ends. Export tools are available in your workspace while the subscription is active.
• Retention window: after a subscription ends, we retain your workspace data for 30 days so that you can reactivate or request an export. During this period the data is inaccessible to you through the product but not deleted.
• Deletion: after the 30-day window, workspace content is deleted from our active systems, and removed from backups in the ordinary backup rotation.
• Immediate deletion on request: you may ask us to delete your data sooner by writing to support@voixt.ai. Deletion is irreversible and we will confirm before acting.
• What we must keep: invoices, tax records and transaction records are retained for the period required by Indian tax and company law, regardless of deletion requests. This is a legal obligation, not a commercial choice.
• Your WhatsApp Business Account belongs to you and stays with you. Ending a Voixt subscription does not delete your WABA or your phone number; you can move it to another provider.
• Meta connections: when your workspace closes, we stop using Facebook, Instagram and WhatsApp on your behalf and remove those connections; the data they brought in follows the retention window above.
• How we handle personal data throughout is set out in our Privacy Policy.

14. Chargebacks and Payment Disputes

• If you believe a charge is wrong, please contact us first. Almost every billing dispute is resolved faster by email than by a chargeback, and §8 and §9 already cover the common cases.
• Raising a chargeback with your bank without contacting us may result in your workspace being suspended while the dispute is investigated, because the funds are held by the payment network during that period.
• We respond to chargeback notices with transaction records, usage logs and delivery evidence. Where a chargeback is decided in our favour and the underlying amount was validly due, the amount plus any bank-levied dispute fee remains payable by you.
• Raising a chargeback does not remove your right to escalate under §16 or to approach a consumer forum.

15. Enterprise and Custom Agreements

Where you have signed a separate order form, master services agreement or enterprise contract with Gothi Tech LLP, the cancellation, notice and refund terms of that signed agreement prevail over this Policy to the extent they conflict. This Policy continues to apply to anything that agreement does not cover.

16. Grievance Redressal

As required by the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, we operate a grievance-redressal mechanism with published timelines.

Step 1 — Support

• Write to support@voixt.ai with your workspace name, the invoice or transaction reference, and what you would like resolved.
• Acknowledgement within 48 hours of receipt.

Step 2 — Grievance Officer

If support has not resolved the matter to your satisfaction, escalate to our Grievance Officer:

The Grievance Officer
Gothi Tech LLP (Voixt AI)
1214-1215, Shaligram Arcade, Nr. Bopal-Ambli T-Junction, S.P. Ring Road, South Bopal, Ahmedabad, Gujarat, India – 380058
Email: support@voixt.ai (mark the subject line Attn: Grievance Officer)
Business hours: Monday – Friday, 9:30 AM – 6:30 PM IST

• The Grievance Officer acknowledges your complaint within 48 hours.
• The complaint is redressed within one month of receipt, as required by the E-Commerce Rules.

Step 3 — External escalation

Nothing in this Policy takes away your statutory rights. If you remain dissatisfied, you may approach:

• the National Consumer Helpline on 1915, or the NCH portal / UMANG app;
• the appropriate District, State or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019 — complaints can be filed online through e-Daakhil;
• for a payment-related grievance that your bank or the payment aggregator has not resolved within 30 days, the RBI Ombudsman under the Reserve Bank – Integrated Ombudsman Scheme, 2021.

17. Governing Law and Jurisdiction

This Policy is governed by and construed in accordance with the laws of India. Subject to your statutory right as a consumer to approach a consumer commission where you ordinarily reside or work, the courts at Ahmedabad, Gujarat, India have exclusive jurisdiction over any dispute arising out of this Policy, consistent with §12 of our Terms of Service.

18. Changes to This Policy

• We may update this Policy. The "Last updated" date at the top of this page always reflects the current version.
• Material changes that reduce your cancellation or refund rights are notified by email or in-product at least 30 days before they take effect, and apply only to billing periods beginning after that date.
• The version of this Policy in force on the date of your payment is the version that governs that payment.

19. Contact Us

For any cancellation, billing or refund question:

Voixt AI, a product of Gothi Tech LLP
Registered office: 1214-1215, Shaligram Arcade, Nr. Bopal-Ambli T-Junction, S.P. Ring Road, South Bopal, Ahmedabad, Gujarat, India – 380058
Email: support@voixt.ai (support and billing) · sales@voixt.ai (sales)
WhatsApp: +91 92130 21956
Business hours: Monday – Friday, 9:30 AM – 6:30 PM IST