Refund Policy

General Principles

Agni is a Software-as-a-Service (SaaS) platform. Like most SaaS providers, our subscriptions are structured as access fees for a set of features and infrastructure. Because infrastructure costs are incurred on your behalf from the moment your subscription activates — regardless of how much you actually use the platform — we operate on a generally non-refundable basis for subscription fees.

However, we recognise that exceptional circumstances arise and we aim to be fair. This policy sets out the specific situations in which refunds, credits, or adjustments may be made.

All refunds, where issued, will be processed in Indian Rupees (INR) to the original payment method. GST paid on refunded amounts will be reversed in accordance with applicable GST rules.

Monthly Subscriptions

Monthly subscription fees (₹2,999 / ₹5,999 / ₹12,999) are:

• Billed in advance on the first day of each billing cycle
• Non-refundable once the billing cycle has commenced, except as described in the First-Time Subscriber Window (Section 3) or Exceptional Circumstances (Section 10)
• Not pro-rated if you cancel partway through a billing cycle — you retain access until the end of the paid period
• Not refundable if your account is suspended for violation of our Terms of Service

When you cancel your subscription, it remains active until the end of the current billing period. You will not be charged for the next billing cycle, but no refund is issued for the remainder of the current cycle.

First-Time Subscriber Window

If you are a first-time paying subscriber (never previously held a paid Agni subscription) and you request a refund within 7 calendar days of your first payment, we will issue a full refund of the subscription fee, provided:

• You have made fewer than 50 AI call minutes through the platform during this period
• You have not violated the Terms of Service
• You submit the refund request to info@ravan.ai within 7 calendar days of the charge date
• You have not previously obtained a refund under this clause (one-time per business entity)

Per-minute usage charges incurred during the 7-day period are not refundable even under this window. The 7-day window applies to the subscription base fee only.

Per-Minute Usage Charges

Per-minute AI usage charges (₹8–₹9.5 per minute for overage beyond your included minutes, depending on your plan) are non-refundable once calls have been completed. This is because:

• AI processing resources (STT, LLM, TTS) are consumed in real-time during the call
• The infrastructure cost is incurred regardless of whether the business outcome of the call was satisfactory
• Usage data is verifiable from call logs in your dashboard

Exceptions for Technical Failures

Usage credits (not cash refunds) may be issued for calls that:

• Failed to connect due to a documented platform-side error (not a telephony/network issue on the recipient's end)
• Were charged but the recording/transcript was never generated due to a platform bug
• Were incorrectly double-billed due to a billing system error

To claim a usage credit for technical failure, email info@ravan.ai with the call SID, timestamp, and description of the issue within 14 days of the affected billing period.

Cancellation

You can cancel your subscription at any time:

• From Settings → Subscription → Cancel Plan in your account dashboard
• By emailing info@ravan.ai with subject "Cancel Subscription" from your registered email address

Effect of cancellation:

• Your subscription remains active and all features remain accessible until the last day of the current billing cycle
• Your account enters a 30-day data-retention window after the subscription ends
• During the 30-day window, you can log in, export your data (recordings, transcripts, agent configs), and reactivate if you change your mind
• After 30 days, your account and all associated data are permanently deleted
• No refund is issued for unused days of the current billing cycle

Cancellation and Reactivation

If you reactivate your subscription within the 30-day data-retention window, your account data is fully restored and no new setup is required. Reactivation is treated as a new subscription — the 7-day first-time refund window does not apply to reactivations.

Downgrade Policy

Downgrading from a higher plan (e.g., Scale → Growth, Growth → Starter) takes effect at the end of the current billing cycle. The difference in plan cost is not refunded as a partial credit for the remaining days of the current cycle.

On downgrade, you may lose access to features not available on your new plan (e.g., API access, concurrent call limits). Data associated with those features (API keys, excess knowledge bases) is retained for 30 days and then deleted if not addressed. We will notify you of any data at risk before the downgrade takes effect.

Service Outages & SLA Credits

Enterprise Plan SLA

Enterprise plans with a contracted SLA are eligible for service credits when uptime falls below the guaranteed threshold. Credits are calculated as:

SLA credits are applied to your next invoice as account credit. They are not payable as cash and are not transferable. Credits must be claimed within 30 days of the affected billing period by emailing info@ravan.ai.

Starter / Growth / Scale Plans

These plans are provided on a best-effort basis without guaranteed uptime SLAs. In the event of a significant, documented platform-wide outage (exceeding 4 hours of full unavailability), we may, at our discretion, issue a goodwill credit of up to one day's subscription fee. Such credits are at our sole discretion and do not constitute an SLA commitment.

Failed Payments

If a payment fails (expired card, insufficient funds, bank decline):

• We retry the charge on Day 3 and Day 7 after the original due date
• You will receive email notification of the failed payment immediately and reminder on each retry
• Your account remains active during the 7-day retry window
• If payment fails on all three attempts, your account is suspended (not deleted) on Day 8
• Suspended accounts retain data for 30 days; you can reactivate by completing payment
• After 30 days of suspension without payment, the account is treated as cancelled

There is no late payment fee. Once you update your payment method and settle any outstanding balance, your account is restored with all data intact.

Enterprise Plans

Enterprise plans (custom pricing, ₹7/min) are governed by a separate Master Service Agreement (MSA) or Order Form. The refund and cancellation terms in the MSA supersede this general policy.

If no specific terms are stated in your MSA, the following defaults apply:

• Annual prepaid Enterprise fees are refundable on a pro-rata basis for unused full calendar months, minus a 10% early termination fee
• Usage charges incurred are non-refundable
• Termination for cause (material breach by us) entitles you to a full refund of unused prepaid amounts without termination fee

Contact your dedicated account manager or email info@ravan.ai for Enterprise billing queries.

Exceptional Circumstances

We evaluate refund requests outside our standard policy on a case-by-case basis in genuine exceptional circumstances. These may include:

• Duplicate charges: If you are charged twice for the same billing cycle due to a payment processing error, the duplicate charge will always be fully refunded
• Charge after cancellation: If you are charged after a valid cancellation confirmation was received by us, the erroneous charge will be refunded in full
• Medical or bereavement emergency: We may consider a partial credit (not cash refund) for the unused portion of a subscription if a documented medical or family emergency prevents use. Supporting documentation may be requested.
• Platform-side fraud: If a charge was made on your account due to unauthorised access caused by a security failure on our part, affected amounts will be refunded

We do not consider the following exceptional:

• Dissatisfaction with AI response quality (this varies by configuration and use case)
• Forgetting to cancel before the renewal date
• Changing business direction or deciding not to use voice AI
• Regulatory penalties incurred by you for non-compliant use of the platform

How to Request a Refund

To initiate a refund or credit request:

1. Email info@ravan.ai with subject line "Refund Request — [Your Account Email]"
2. Include your registered email address, the date of the charge, the amount charged, and a brief description of why you are requesting a refund
3. For usage charge disputes, include the call SID(s) and timestamp(s) from your dashboard
4. For first-time subscriber refunds, include confirmation that this is your first paid subscription

We will acknowledge your request within 2 business days and provide a final decision within 7 business days.

Chargebacks & Payment Disputes

Always contact us before filing a chargeback. If you have a billing concern — including charges you believe are incorrect — email info@ravan.ai with subject "Billing Dispute" and we will resolve it within 7 business days. We maintain complete transaction logs and can quickly verify or correct any billing error.

This policy exists to protect the integrity of our billing system and to ensure that genuine disputes are resolved through direct communication, which is almost always faster and less costly for both parties than a formal bank dispute process.

Refund Processing

Once a refund is approved:

• Card payments: Refunded to the original card within 5–10 business days (processing time depends on your bank)
• UPI payments: Refunded to the originating UPI account within 3–5 business days
• Bank transfer (NEFT/RTGS): Refunded via NEFT to the originating account within 7 business days
• Account credits: Applied to your Agni account within 1 business day and reflected on your next invoice

GST will be reversed on all refunded amounts and a credit note will be issued per GST rules. If you have claimed input tax credit on the original invoice, you must reverse that credit in your GST return.

Agni is not responsible for delays caused by your bank or payment processor after we have initiated the refund.

Contact Us

For all billing and refund queries:

Consumer disputes may also be raised with the relevant district Consumer Disputes Redressal Commission under the Consumer Protection Act 2019.