Refunds

What you are buying

A paid plan is a Razorpay subscription with included call minutes for a billing period. It is not a prepaid rupee wallet. Unused included minutes are not paid out in cash at the end of the period and do not move into the next period. Connected talk-time that has already been used is not refundable.

The price, included minutes, and overage rate are shown before you confirm checkout. Confirming checkout is the purchase. There is no pre-ticked consent for a paid plan.

Cancellation

You can cancel from Billing so the subscription ends at the close of the current period. You keep access until that time. Cancelling does not by itself refund the fee for the period already started, because the included minutes for that period were made available when the period began.

If we cancel the subscription for a reason other than your breach of the terms, we refund the unused portion of the prepaid subscription fee for the days left in that period.

When we refund

• A duplicate charge, or a charge that succeeded after the bank or Razorpay showed a failure, is reversed in full.
• If the paid workspace is unavailable for a continuous period because of our fault, and you could not place or answer calls or use the inbox, email us within 7 days after service returns. We refund the pro-rata subscription fee for the days of that outage. Minutes already connected in that period are not refunded.
• If a paid feature was described at checkout and we never made it available in your workspace, we refund the fee you paid for the period in which it was missing.

Overage that matches connected talk-time on Billing is not a mistaken charge. A test call that the product marks as exempt from minutes is not overage.

How a refund is paid

Email support@coocall.ai from the workspace email with the subject “Refund”, the Razorpay payment id from Billing, the amount, and the reason. We acknowledge the request within 48 hours.

If we accept the refund, we send it to the original payment method through Razorpay. It ordinarily appears within 5 to 7 business days after we approve it. Your bank or UPI app can take longer. We do not send a refund to a different account than the one that paid.

Phone numbers

If we later rent you a telephone number through the workspace, the rental is charged for the month the number is assigned. Once the number is assigned, that month’s rental is not refunded. Talk-time on that number follows the minute rules above.