Refund Policy

1Eligibility for Refunds

Refunds are available under specific conditions as outlined in this policy. The following general eligibility criteria apply:

• 14-Day Free Trial: All new subscribers are eligible for a 14-day free trial of the QuickReach AI platform. No payment information is required during the trial period. Since no charges are incurred during the trial, no refund is applicable for the trial period itself.
• Subscription Cancellations: Refunds for paid subscriptions are governed by the specific conditions described in Sections 2 and 3 below, depending on your plan type.
• Good Faith: All refund requests must be made in good faith. We reserve the right to deny refund requests that are determined to be fraudulent, abusive, or in violation of our Terms of Service.
• Account Standing: Refund eligibility requires that your account is in good standing and that no Terms of Service violations have occurred.

2Subscription Cancellation

Monthly subscription plans can be cancelled at any time through the QuickReach AI dashboard or by contacting our support team. The following terms apply:

• Cancel Anytime: You may cancel your monthly subscription at any time. Cancellation takes effect at the end of the current billing period, and you will retain access to all features until then.
• No Prorated Refunds: Prorated refunds are not available for the unused portion of a monthly billing period after the billing date has passed. For example, if you are billed on the 1st of the month and cancel on the 15th, you will not receive a refund for the remaining 15 days, but you will continue to have access until the end of the billing period.
• Pre-Billing Cancellation: If you cancel before the billing date, no charge will be applied for the upcoming period, and no refund is necessary.
• Auto-Renewal: Monthly subscriptions auto-renew at the end of each billing period. To avoid being charged, you must cancel before the renewal date.
• Cancellation Confirmation: Upon cancellation, you will receive a confirmation email. Please retain this for your records.

3Refund for Annual Plans

Annual subscription plans are eligible for pro-rata refunds under the following conditions:

• 30-Day Refund Window: You may request a full or pro-rata refund within 30 days of your annual subscription purchase date. The refund amount will be calculated based on the unused full months remaining in your subscription period.
• Pro-Rata Calculation: The refund is calculated as: (Annual Fee ÷ 12) × Number of Unused Full Months. Any partial month is not counted toward the refund calculation.
• Example: If you purchased an annual plan for ₹60,000 and request a refund after 4 months, you would receive a refund of ₹40,000 ((₹60,000 ÷ 12) × 8 unused months).
• After 30 Days: Refund requests made after the 30-day window will not be eligible for a refund. However, you may continue to use the service until the end of the annual period and cancel auto-renewal to prevent charges for the next year.
• Discounted Plans: If the annual plan was purchased at a promotional or discounted rate, the refund will be calculated based on the actual amount paid, not the listed price.

4WhatsApp API Charges

WhatsApp API charges are a significant component of our billing and are treated differently from subscription fees:

• Passthrough Charges: WhatsApp conversation charges are levied by Meta (WhatsApp's parent company) and are passed through to you at cost. QuickReach AI does not add any markup to these charges.
• Non-Refundable: WhatsApp API charges are non-refundable once a conversation has been initiated and billed by Meta. This includes charges for both business-initiated and user-initiated conversations.
• Billing Transparency: WhatsApp API charges are itemized separately on your invoice from QuickReach AI subscription charges, ensuring complete transparency.
• Meta's Pricing: WhatsApp conversation pricing is set by Meta and may vary by country and conversation type (utility, authentication, marketing, service). Any changes to Meta's pricing will be reflected in your billing with prior notice.
• Disputes: Any disputes regarding WhatsApp API charges should be directed to Meta through their support channels. QuickReach AI will assist in facilitating communication where possible but cannot override Meta's billing determinations.

5Custom AI Training Fees

Custom AI training fees cover the one-time setup and configuration of your AI chatbot tailored to your business needs:

• One-Time Setup Fee: Custom AI training is charged as a one-time setup fee that covers data ingestion, model fine-tuning, prompt engineering, and initial testing.
• 7-Day Refund Window: Custom AI training fees are refundable within 7 days of purchase, provided that the training process has not yet commenced. Once training has started, the fee becomes non-refundable.
• Commencement Definition: Training is considered "commenced" when our team has begun processing your business data, configuring the AI model, or when you have approved the training scope document, whichever occurs first.
• Partial Training: If training has commenced but is not yet complete, no partial refund will be issued. However, we will complete the training and deliver the configured chatbot as agreed.
• Re-training: Requests for re-training due to changes in your business requirements or data after the initial training is complete are subject to additional fees and are not covered under this refund policy.

6Add-on Services

Add-on services include, but are not limited to, additional conversation capacity, premium support packages, custom integrations, and WhatsApp template design services:

• 7-Day Refund Window: Add-on services are eligible for a full refund within 7 days of purchase, provided the service has not been substantially utilized or delivered.
• Substantial Utilization: An add-on is considered "substantially utilized" if more than 20% of the purchased capacity has been consumed (e.g., if you purchased 10,000 additional conversations and have used more than 2,000).
• Delivered Services: For service-based add-ons such as custom integrations or template design, once the deliverable has been provided and accepted, no refund is available.
• Bundled Add-ons: If an add-on was purchased as part of a bundle or promotional package, the refund amount will be calculated based on the standalone price of the add-on minus any discount applied in the bundle.
• Renewal of Add-ons: Auto-renewing add-ons follow the same cancellation terms as monthly subscriptions (see Section 2).

7How to Request a Refund

To initiate a refund request, please follow the process below:

• Email Request: Send a refund request to billing@quickreach.ai from the email address associated with your QuickReach AI account.
• Required Information: Include your account ID, the charge description, date of purchase, reason for the refund request, and any supporting documentation.
• Acknowledgment: You will receive an acknowledgment of your refund request within 2 business days.
• Review Period: Refund requests are reviewed within 5-7 business days. During this period, we may contact you for additional information or clarification.
• Decision Notification: You will be notified of the refund decision via email, including the approved refund amount and the expected processing timeline, or the reason for denial if applicable.

8Refund Processing

Once a refund is approved, the following processing terms apply:

• Processing Time: Approved refunds are processed within 7-10 business days from the date of approval.
• Original Payment Method: Refunds are issued to the original payment method used for the purchase. If the original payment method is no longer available, we will work with you to arrange an alternative refund method.
• Credit/Debit Cards: Refunds to credit or debit cards may take an additional 5-7 business days to appear on your statement after processing, depending on your bank's policies.
• UPI/Net Banking: Refunds via UPI or net banking are typically processed faster and may appear within 3-5 business days.
• GST Adjustments: All refunds include applicable GST. If input tax credit (ITC) has been claimed on the original purchase, the refund amount will be adjusted accordingly. GST credit notes will be issued for the refund amount as required under the Central Goods and Services Tax Act, 2017.
• Currency: All refunds are processed in Indian Rupees (INR). If the original payment was made in a different currency, the refund amount will be converted at the prevailing exchange rate on the date of processing.
• Processing Fees: QuickReach AI does not charge any processing fees for refunds. However, payment gateway or bank charges, if applicable, are beyond our control.

9No-Refund Scenarios

The following scenarios are not eligible for refunds under any circumstances:

• Usage-Based Charges After Billing: Charges for conversations, messages, or API usage that have already been consumed after the billing date are non-refundable. This includes WhatsApp API passthrough charges (see Section 4).
• Customized Enterprise Contracts: Enterprise customers with negotiated, custom contracts are governed by the specific terms of their Master Service Agreement (MSA). Refund terms in the MSA supersede this policy for such customers.
• Account Suspension or Termination: If your account is suspended or terminated due to violations of our Terms of Service, Acceptable Use Policy, or WhatsApp/Meta policies, no refund will be issued for any remaining period of your subscription.
• Free Trial Conversion: If you voluntarily convert from a free trial to a paid plan, the paid subscription charges are non-refundable after the billing date, subject to the terms in Sections 2 and 3.
• Force Majeure: Service interruptions caused by events beyond our reasonable control (including but not limited to Meta/WhatsApp outages, natural disasters, government actions, or internet infrastructure failures) do not qualify for refunds, though SLA credits may apply as per our Terms of Service.
• Downgrade Differences: If you downgrade your plan, no refund will be issued for the price difference between the higher and lower tier plans during the current billing period.
• Expired Refund Windows: Refund requests received after the applicable refund window (7 days for add-ons and custom AI training, 30 days for annual plans) will not be processed.

10Grievance Redressal

In accordance with the Consumer Protection Act, 2019, if you are dissatisfied with the resolution of your refund request, you may escalate the matter through the following channels:

• Level 1 — Customer Support: Contact our billing team at billing@quickreach.ai. We aim to resolve all refund-related queries within 5-7 business days.
• Level 2 — Grievance Officer: If the issue is not resolved at Level 1, you may escalate to our Grievance Officer at grievance@quickreach.ai. The Grievance Officer will respond within 30 days of receipt of the complaint.
• Level 3 — Consumer Disputes Redressal Commission: If you are not satisfied with the resolution provided, you may approach the Consumer Disputes Redressal Commission having jurisdiction over your area, as provided under the Consumer Protection Act, 2019.
• Online Dispute Resolution: You may also file a complaint through the Central Consumer Protection Authority (CCPA) portal or the National Consumer Helpline (1800-11-4000 or consumerhelpline.gov.in).

We are committed to fair and transparent resolution of all consumer complaints. This Refund Policy is provided in compliance with the Consumer Protection (E-Commerce) Rules, 2020 and the guidelines issued by the Central Consumer Protection Authority.