Refund & Cancellation Policy

This Refund & Cancellation Policy governs all commercial transactions, recurring subscription plans, and prepaid voice credit purchases processed through https://www.aitelemate.com or approved direct billing agreements.

In alignment with guidelines established by our payment partners (including Razorpay and Stripe) and the Reserve Bank of India (RBI), we are committed to transparent billing, prompt cancellation handling, and fair dispute resolution for all business customers.

Customers may cancel their active subscription plan at any time through their workspace billing settings or by notifying our billing support team:

• Stopping Auto-Renewal: Cancellation must be submitted prior to the scheduled renewal date to avoid charges for the subsequent billing cycle.
• Continued Access: Upon canceling a paid subscription, your account retains full access to remaining platform features, allocated minutes, and workspace analytics until the end of the current paid billing period.
• No Retroactive Fees: Cancellation prevents future automated recurring debits; it does not automatically trigger a refund for time or telephony minutes already elapsed in the active billing cycle.

Refunds are evaluated on a case-by-case basis and will be approved under the following verified circumstances:

• Duplicate Payment: Multiple charges debited for the same order, subscription cycle, or credit bundle due to payment gateway transmission retries.
• Service Provisioning Failure: Payment was successfully debited, but voice agent pipelines, SIP trunks, or account credentials failed to provision due to an internal system defect verified by our technical engineering team.
• Billing System Discrepancy: Incorrect charges resulting directly from verified platform billing bugs or rate miscalculations.

Refunds will generally not be granted in the following scenarios:

• Partial Minute Utilization: Partial usage or unutilized voice minutes remaining at the conclusion of an active monthly/annual subscription period.
• Post-Activation Change of Mind: Voluntary decisions to discontinue service after successful setup and account activation.
• External Network & Device Failures: Call degradation or connection issues caused by customer internet instability, third-party carrier outages, or improper telephony configuration by the user.
• Acceptable Use Violations: Account termination or suspension resulting from violations of our Anti-Spam policy, unauthorized robocalls, or regulatory non-compliance.

To request a refund review, please submit a written request containing the following information:

1. Registered corporate email address and registered workspace phone number.
2. Transaction ID, Razorpay/Stripe payment reference, and transaction date.
3. Billed amount and relevant invoice number.
4. A clear, detailed description of the technical discrepancy or reason for the refund request.

Please email this information directly to info@aitelemate.com with the subject line “Billing & Refund Request — [Your Workspace Name]”.

Once your request is received, our billing and finance team will review the transaction logs within two (2) business days.

• Approval Notification: You will receive written email confirmation detailing the approval decision and refund amount.
• Original Payment Mode: Approved refunds are credited directly back to the original funding source (credit card, debit card, UPI account, or net banking) used during the transaction.
• Banking Turnaround: Depending on your banking institution, funds typically reflect in your account within 5 to 7 business days following processing.

If your bank account or card was debited but the platform reflects a failed or canceled transaction, the banking network will usually initiate an automated reconciliation.

In accordance with RBI turnaround guidelines, most interbank reversals credit back within 24 to 48 hours. If the funds do not reflect after 3 business days, please contact our support desk with your bank statement reference (UTR or RRN) so our team can escalate directly with our payment gateway partner.

We encourage customers to contact our dedicated billing team prior to initiating bank chargebacks or formal payment disputes. Most billing questions, duplicate charges, or invoice adjustments can be investigated and resolved quickly and amicably through our direct support channels.