Refund & Cancellation Policy

This Refund & Cancellation Policy applies to all paid subscriptions, wallet top-ups and add-on purchases made on Vox AI at app.voxai.biz, operated by Mfluence Private Limited. It forms part of our Terms & Conditions.

1. Try before you pay — the free trial

1. The trial exists so you can test call quality, transcription accuracy, AI evaluations and the overall fit for your hiring process before spending money. We ask you to use it.
2. Trial workspaces run on reduced limits (call minutes, evaluations, candidates, job roles, team members and recording retention). Trial limits are shown on the pricing page and in your billing settings.
3. The trial expires automatically at the end of the trial period. There is no auto-conversion to a paid plan and no automatic charge — you upgrade only by deliberately choosing a paid plan and funding your wallet.
4. One free trial per organisation. We may decline a trial where we detect duplicate or related registrations.
5. The trial is provided "as is", with no warranty and no service commitment.
6. Because the trial lets you fully evaluate the Platform at no cost, dissatisfaction with features, AI accuracy or call quality that could reasonably have been assessed during the trial is not a ground for refund of a subsequent paid subscription.

2. How billing works

Understanding the model makes the refund rules below straightforward:

• Your workspace has a single prepaid Wallet. You top it up, and all charges are debited from it.
• Subscription rental is debited from the wallet at the start of each billing period, in advance.
• Interview minutes are a monthly plan quota. If you need more, you buy add-on minute blocks, debited from the wallet at the time of purchase.
• SMS and WhatsApp messages are debited from the wallet per message, as used.
• All amounts are in Indian Rupees (INR), exclusive of GST and other applicable taxes.

3. Cancellation

1. You may cancel your subscription at any time from your billing settings, or by writing to support@voxai.biz.
2. Cancellation stops the next renewal. Your plan stays active until the end of the billing period you have already paid for, and there is no penalty or cancellation fee.
3. If you want a refund for the unused part of the current period rather than continuing to the end of it, see section 4.
4. Cancelling does not delete your data. Data handling after termination is covered by the Terms and the Privacy Policy.

4. Pro-rata refunds

Where a refund is due under this policy, it is calculated on a pro-rata basis — you are refunded for the unused portion of the billing period, and charged for what you have already had.

4.1 How pro-rata is calculated

Example: a ₹12,000 monthly plan cancelled on day 10 of a 30-day period leaves 20 unused days. The pro-rata credit is ₹12,000 × 20/30 = ₹8,000.

4.2 Plan changes mid-cycle

• Upgrade: unused value on your current plan is credited pro-rata and set off against the cost of the new plan for the remaining days. Only the net difference is debited from your wallet.
• Downgrade: unused value on your current plan is credited pro-rata; the new, lower plan is charged pro-rata for the remaining days. Any net surplus is credited to your wallet.
• Plan changes take effect immediately, and your quota is adjusted to the new plan.

4.3 Where the money goes

Pro-rata amounts are credited to your wallet by default, where they are available immediately against future rentals, add-on minutes and messaging. This is the fastest route and is what happens automatically on a plan change.

If you are closing your account entirely and want the balance returned to your original payment method instead, write to support@voxai.biz and ask for a payout. See section 7 for timelines.

5. What is refundable

Item	Refundable?
Unused days of a paid subscription period, on cancellation or downgrade	Yes — pro-rata, per section 4
Unused wallet balance on account closure	Yes — less any amounts already incurred, and less gateway charges
Duplicate or double charge	Yes — in full
Amount debited in error, or a billing error on our side	Yes — in full
A verified, prolonged Platform outage attributable to us that prevented use	Yes — service credit pro-rata for the affected period
Add-on minute blocks already consumed	No
SMS and WhatsApp messages already sent	No
Unused plan quota minutes at the end of a period	No — quota does not carry over or convert to cash
The free trial period	Not applicable — nothing is charged
Taxes and gateway fees already remitted to the authority or gateway	No

6. When we will not refund

No refund is payable where:

• the account was suspended or terminated for breach of the Terms, for fraud, or for abuse of the Platform;
• the claim is based on dissatisfaction with features, AI accuracy, transcription quality or call performance that could reasonably have been assessed during the free trial;
• the service was available and functioning but simply was not used;
• the issue arose from your own configuration, your uploaded data, your network, or a third-party service you connected;
• the issue arose from an event outside our reasonable control, as described in the force-majeure section of the Terms;
• the request is made more than 30 days after the charge in question, except where the law requires otherwise;
• the amount relates to consumed usage, as listed in section 5.

Refunds are the sole and exclusive remedy under this policy, and are subject to the limitation of liability in section 12 of the Terms & Conditions.

7. How to request a refund, and how long it takes

1. Email support@voxai.biz from the email address registered on the account.
2. Include your organisation name, the invoice or transaction reference, the amount, and the reason for the request.
3. We acknowledge within 2 business days and decide within 7 business days, asking for more information if we need it.
4. Approved wallet credits are applied within 2 business days of approval.
5. Approved payouts to the original payment method are initiated within 7 business days of approval and typically settle in a further 5 to 10 business days, depending on your bank or card issuer. Refunds are returned only to the original payment method.
6. Refunds are made in INR. We are not responsible for exchange-rate movements or for fees charged by your bank.

8. Chargebacks

Please contact us before raising a chargeback with your bank or card issuer — most issues are resolved faster directly. Where a chargeback is raised on a legitimate charge, we may suspend the workspace until the matter is settled, and may recover the associated gateway fees.

9. Changes to this Policy

We may update this Policy. The version in force at the time of your transaction applies to that transaction. The revised version takes effect when published on this page with a new effective date.

10. Statutory rights

Nothing in this Policy limits any right you have under the Consumer Protection Act, 2019 or other applicable Indian law that cannot be excluded by agreement.

Contact us

Questions about this document can be sent to support@voxai.biz.

Mfluence Private Limited
Email: support@voxai.biz