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Refund Policy

Effective Date: March 26, 2026

Last Updated: March 26, 2026

This Refund Policy explains the terms under which EkaVox ("we," "us," or "our") provides refunds for purchases made on the Platform. All payments on EkaVox are processed through Razorpay. By making a purchase on the Platform, you agree to the terms of this Refund Policy.

1. Credit-Based Billing Model

EkaVox operates on a credit-based billing system. There are two primary ways to acquire credits:

  • Subscription Plans: Monthly or annual subscription plans that include a set allocation of credits per billing cycle, along with access to Platform features.
  • Credit Packs: One-time purchases of additional credits that supplement your subscription or standalone usage.

Credits are consumed when you use AI-powered features on the Platform. The specific number of credits consumed per operation depends on the AI model used, the complexity of the request, and the length of the input and output. Credit consumption rates are displayed on our pricing page.

2. Subscription Refunds

2.1 Monthly Subscriptions

Monthly subscription charges are eligible for a full refund if requested within 14 days of the initial subscription charge or a renewal charge, provided you have not consumed more than 10% of the credits allocated for that billing cycle.

After the 14-day window, monthly subscription charges are non-refundable. You may cancel your subscription at any time, and it will remain active until the end of the current billing period. No partial refunds are issued for the remainder of a monthly billing cycle after the 14-day window.

2.2 Annual Subscriptions

Annual subscription charges are eligible for a pro-rated refund based on the unused portion of the subscription term, subject to the following conditions:

  • The refund request must be made within 90 days of the initial charge or renewal.
  • The pro-rated refund is calculated based on the number of full, unused months remaining in the subscription term, minus a 10% administrative fee.
  • Any credits consumed during the subscription term will be deducted from the refund amount at the standard credit pack rate.
  • After 90 days from the charge date, annual subscriptions are non-refundable. You may still cancel, and the subscription will remain active until the end of the annual term.

2.3 Subscription Downgrades

If you downgrade your subscription to a lower tier, the change takes effect at the start of the next billing cycle. No refund is issued for the difference between plan tiers during the current billing cycle.

3. Credit Pack Refunds

Credit pack purchases are subject to the following refund terms:

  • Unused Credits: If you have not consumed any credits from a credit pack, you may request a full refund within 7 days of purchase.
  • Partially Used Credits: Once any credits from a credit pack have been consumed, the purchase is non-refundable.
  • After 7 Days: Credit pack purchases are non-refundable after 7 days from the date of purchase, regardless of whether credits have been consumed.

4. Free and Promotional Credits

Free credits, promotional credits, bonus credits, and credits earned through referral programs have no monetary value and are non-refundable under any circumstances. When credits are consumed, promotional and free credits are deducted before purchased credits.

5. Disputed Charges

If you believe you have been charged in error or do not recognize a charge from EkaVox, please contact us at billing@ekavox.app within 30 days of the charge. We will investigate the dispute and, if the charge is found to be erroneous, issue a full refund.

When contacting us about a disputed charge, please include:

  • Your account email address
  • The date and amount of the charge in question
  • A description of why you believe the charge is incorrect
  • Any relevant transaction IDs or payment receipts

6. Chargebacks

We strongly encourage you to contact us directly before initiating a chargeback with your bank or payment provider. Initiating a chargeback without first contacting us may result in:

  • Immediate suspension of your EkaVox account pending investigation.
  • Forfeiture of all credits associated with the disputed transaction.
  • Permanent termination of your account if the chargeback is determined to be fraudulent or unjustified.

If a chargeback is resolved in your favor, we will not contest the decision. If it is resolved in our favor, your account will be reinstated with the original credit balance.

7. Refund Processing Timeline

Once a refund is approved:

  • Refunds are processed through Razorpay and typically take 5 to 10 business days to appear in your account.
  • The actual time for the refund to reflect in your account may vary depending on your bank or payment provider.
  • Refunds are issued to the original payment method used for the purchase. We cannot issue refunds to a different payment method.
  • You will receive an email confirmation when the refund has been initiated.

If you have not received your refund within 15 business days of the approval confirmation, please contact us at billing@ekavox.app.

8. How to Request a Refund

To request a refund, please follow these steps:

  1. Send an email to billing@ekavox.app with the subject line "Refund Request".
  2. Include your account email address, the date and amount of the transaction, the transaction ID (available in your billing history), and the reason for the refund request.
  3. Our billing team will review your request and respond within 3 business days with a decision.
  4. If approved, the refund will be initiated and processed as described in Section 7.

9. Exceptions and Special Circumstances

We may, at our sole discretion, grant refunds outside the standard terms described above in the following circumstances:

  • Platform Outage: If the Platform experiences a significant outage (more than 24 consecutive hours) that prevents you from using credits you have purchased, we may issue a credit extension or pro-rated refund.
  • Billing Errors: If a system error results in duplicate charges, incorrect amounts, or unauthorized charges, we will issue a full refund for the erroneous charges.
  • Account Termination by EkaVox: If we terminate your account without cause (i.e., not due to a violation of our Terms of Service or Acceptable Use Policy), we will refund any unused purchased credits on a pro-rated basis.
  • Legal Requirements: Where applicable consumer protection laws in your jurisdiction mandate refund rights that exceed those described in this policy, those laws will prevail.

Refunds are not available for: (a) credits consumed through normal Platform usage; (b) credits forfeited due to account termination for cause; (c) free or promotional credits; or (d) charges for which a chargeback has already been initiated.

10. Currency and Taxes

Refunds are issued in the same currency as the original transaction. Any taxes or fees collected as part of the original transaction will be refunded proportionally. Exchange rate differences between the time of purchase and the time of refund are your responsibility and are determined by your bank or payment provider.

11. Contact Information

For all refund-related inquiries, please contact:

EkaVox
Bangalore, Karnataka, India

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