Cancellation & Refund Policy

1. Free Trial Period

Trial Terms

• New users receive a 14-day free trial with limited features
• No credit card required for trial activation
• Trial can be cancelled at any time without charges
• Automatic conversion to paid plan only with your explicit consent

Trial Cancellation

You may cancel your trial at any time by:

• Logging into your dashboard and going to Settings → Subscription
• Clicking "Cancel Trial"
• Contacting our support team at [email protected]

2. Subscription Cancellation

Monthly Subscriptions

• Can be cancelled at any time during the billing cycle
• Service remains active until the end of the current billing period
• No refund for the remaining days of the current month
• No charges will occur after cancellation

Annual Subscriptions

• Can be cancelled within 7 days of initial purchase for a full refund
• After 7 days, pro-rated refunds available on a case-by-case basis
• Service remains active until subscription expiry
• No auto-renewal after cancellation

How to Cancel

1. Log into your Pollax dashboard
2. Navigate to Settings → Billing
3. Click "Cancel Subscription"
4. Confirm cancellation
5. Receive email confirmation

3. Refund Policy

7-Day Money-Back Guarantee

We offer a 7-day money-back guarantee for first-time paid subscribers:

• Applies to monthly and annual plans
• Request refund within 7 days of initial payment
• Full refund, no questions asked
• Processed within 5-7 business days

Refund Eligibility

Eligible for Refund:

• Within 7-day money-back guarantee period
• Service outage exceeding 24 hours (pro-rated credit)
• Duplicate charges or billing errors
• Failure to deliver promised features (documented cases)
• Account suspension due to our error

NOT Eligible for Refund:

• After 7-day money-back guarantee period (except special cases)
• Usage fees (minutes used, calls made, SMS sent)
• Third-party integration costs
• Phone number provisioning fees
• Account termination due to Terms of Service violations
• Dissatisfaction with results (subjective performance)

4. Usage-Based Charges

The following are non-refundable as they represent consumed resources:

• Call minutes: Minutes used for outbound/inbound calls
• SMS messages: Text messages sent through our platform
• API calls: Consumed API requests
• Storage: Data storage and bandwidth used
• Phone numbers: Monthly phone number rental fees

These charges are final once services are rendered and cannot be refunded even if you cancel your subscription.

5. How to Request a Refund

Step-by-Step Process

1. Contact Support: Email [email protected] with:
   • Your account email
   • Reason for refund request
   • Transaction ID or invoice number
2. Review: Our team reviews your request within 2 business days
3. Approval: If approved, refund is initiated
4. Processing: Refund processed to original payment method
5. Confirmation: You receive email confirmation

Refund Timeline

• Credit/Debit Cards: 5-7 business days
• UPI: 3-5 business days
• Net Banking: 5-7 business days
• Wallets: 2-3 business days

Note: Actual refund time depends on your bank/payment provider's processing time.

6. Plan Downgrades

If you wish to switch to a lower-tier plan instead of cancelling:

• Downgrade takes effect at the end of your current billing cycle
• No pro-rated refund for the remaining period
• You retain access to current plan features until downgrade date
• Data/features may be limited after downgrade

7. Service Credits

In cases where refunds are not applicable, we may offer service credits:

• Extended service hours due to downtime
• Additional features or capacity
• Free call minutes or SMS credits
• One month free on annual plans (in exceptional cases)

Service credits are at our sole discretion and cannot be exchanged for cash.

8. Chargebacks & Disputes

Filing a chargeback without contacting us may result in:

• Immediate account suspension
• Loss of service access and data
• Permanent account termination
• Legal action if fraud is suspected

9. Special Circumstances

We may consider refunds outside our standard policy for:

• Extended service outages affecting your business
• Critical bugs preventing service use (documented and reported)
• Unauthorized charges due to security breaches
• Force majeure events (natural disasters, etc.)

These are evaluated case-by-case and require proper documentation.

10. Enterprise Customers

Enterprise customers with custom contracts should refer to their specific Service Level Agreement (SLA) for:

• Custom cancellation terms
• Pro-rated refund calculations
• Notice period requirements
• Data retention after cancellation

11. Questions or Concerns?

For any questions about cancellations or refunds: