Cancellation & refund

1. How to cancel

From the dashboard, or by writing one line to [email protected] from the address on the account. We will not ask you to sit through a call, and we will not make you give a reason — though if you tell us what went wrong we will read it properly.

There is no notice period and no cancellation fee.

2. What happens when you cancel

Your plan keeps running to the end of the period you have already paid for, and then does not renew. You have paid for that time, so you keep it: the agent goes on answering, your team goes on reading conversations, and nothing is switched off early.

At the end of the period the widget stops answering on your site. It does not break your page, and it does not show your visitors an error — it simply does not appear. Remove the script tag when it suits you.

3. When we refund in full

Three cases, and in all three the answer is yes without an argument:

• Within 7 days of your first payment. If you have paid us for the first time and it is not what you expected, say so within 7 days and we will refund all of it. You do not need a reason.
• We charged you by mistake. A duplicate payment, a charge after you cancelled, the wrong plan, the wrong amount — our error, refunded in full, and you do not have to prove it was our fault.
• We removed something you were paying for. If we take away something material to you, you may stop and we will refund the unused part of the period.

4. When we do not

Plainly, so there is no surprise later:

• A part-used month or year after the first-payment window above. You keep the service to the end of the period instead.
• A renewal you meant to cancel and did not. Tell us as soon as you notice, though — if it has only just renewed and you have not used it, we will almost always sort it out. The rule exists to stop someone claiming back a year they used, not to catch you out over a few days.
• An account we closed because it was being used to break the law or to attack somebody.
• Model usage already spent on answering your visitors. Those replies were delivered and the provider has been paid for them.

If your case is none of the above and you still think a refund is fair, write to us and make the case. We would rather decide it on the facts than hide behind this page.

5. How long a refund takes

We approve or ask you a question within 3 working days of your request. Once approved, the money goes back by the way it came — the same card, the same account — and how long it then takes is up to your bank, usually 5 to 10 working days. We will tell you the day we send it.

Refunds are made in Indian rupees, in the amount charged. We cannot cover a loss caused by the exchange rate moving between the payment and the refund, or a fee your own bank charges.

6. Yearly plans

A yearly plan is charged as ten months, so two are free. The 7-day window on a first payment applies to a yearly plan exactly as it does to a monthly one: pay for a year, change your mind inside 7 days, and you get all of it back.

Cancel a yearly plan later and it runs to the end of the year you have paid for. There is no part-year refund after the window, because the discount is what you were given in exchange for the commitment. If something has gone badly wrong, say so — see the last line of section 4.

7. Moving between plans

Moving up takes effect at once, and you pay the difference for the part of the period that is left. Moving down takes effect at your next renewal, so you keep what you have already paid for until then. Neither costs a fee.

8. If a payment fails

We tell you and try again. Nothing is deleted while we are sorting it out. If it stays unpaid we may pause the service, and we will tell you before we do. Your data stays where it is for the grace period in our privacy policy, so paying a late invoice brings everything back as it was.

9. Your data after you go

Ask us and we will give you what we hold — your knowledge content, your conversations, your tickets — in a form you can read, at no charge. Ask us to delete it and we will, rather than waiting for the grace period to run out. See how long we keep it and your rights.

Tickets already posted to your own endpoint are in your system and have never left it. Nothing to ask us for there.

10. Your statutory rights

Nothing on this page reduces a right you have by law. Where consumer law in India gives you more than this page does, the law wins.