1. Overview
Aigenetic (OPC) Pvt Ltd is committed to customer satisfaction. This Refund Policy outlines the circumstances under which refunds are provided for our AI phone assistant services.
Important: Our services are custom-configured for each client, and refund eligibility depends on the service stage and reason for dissatisfaction.
2. Setup Fee Refund
One-Time Setup Fee: ₹10,000
✓ Eligible for Refund:
- Full refund if requested within 24 hours of payment (before setup begins)
- 50% refund if setup is in progress but service not activated
✗ Not Eligible for Refund:
- After service activation (phone number assigned and AI configured)
- After first customer call is handled by the AI
- After 7 days from payment date
3. Monthly Subscription Fee Refund
Monthly Plans (Flex/Pro): ₹4,999 - ₹9,999
✓ Eligible for Refund:
- Pro-rated refund if service downtime exceeds 5% in a month (excluding planned maintenance)
- Full refund if we fail to activate service within promised 72-hour window
- Pro-rated refund for unused days if we terminate service due to our fault
✗ Not Eligible for Refund:
- If client cancels mid-month (no pro-rating for voluntary cancellation)
- Dissatisfaction with AI performance (we offer free optimization instead)
- Changes in business requirements or strategy
- Months where subscription was already consumed
4. Per-Minute Usage Charges Refund
Call Charges: ₹6 per minute
✓ Eligible for Refund:
- Billing errors or duplicate charges (refunded within 7 days of notification)
- System errors causing incorrect call handling (verified through logs)
- Calls where AI completely failed to respond (technical issue on our end)
✗ Not Eligible for Refund:
- Calls where AI attempted to help but customer was dissatisfied
- Wrong numbers or spam calls received (industry standard)
- Call count disputes (verified through telecom logs)
- Customer miscommunication or unclear requests
5. Money-Back Guarantee (First Month)
7-Day Money-Back Guarantee
- Available only for first-time customers on Flex or Pro plans
- Request must be made within 7 days of service activation
- Requires detailed feedback on why service didn't meet expectations
- Refunds: Monthly fee + usage charges (setup fee not refunded)
- Limit: Maximum 50 calls handled during trial period
Note: This guarantee is void if you violate our Terms of Service or use the service fraudulently.
6. Refund Request Process
How to Request a Refund:
- Email connect@aigenetic.in with "Refund Request" in subject line
- Include:
- Your business name and registered phone number
- Invoice number and payment details
- Reason for refund request (detailed explanation)
- Supporting evidence (if applicable)
- We review requests within 3-5 business days
- If approved, refunds processed within 7-10 business days
Refund Methods:
- Original payment method (bank transfer, UPI, credit card)
- Account credit for future services (if preferred)
- Processing time: 7-10 business days from approval
7. Service Credit (Alternative to Refund)
In some cases, we offer service credits instead of refunds:
- Performance Issues: Free extra month if AI accuracy drops below 85%
- Downtime: Service credit equal to 2x downtime duration
- Missed Commitments: Credit for delayed features or integrations
- Goodwill Gestures: Credits for reported bugs or improvement suggestions
Service credits have no cash value and must be used within 12 months.
8. Non-Refundable Items
The following are never refundable under any circumstances:
- Third-party charges (telecom, SMS, WhatsApp API fees)
- Custom development work beyond standard service
- Training sessions or consultations already delivered
- Services consumed during notice period after cancellation
- Penalties or late fees incurred due to non-payment
9. Chargebacks and Disputes
Important: Please contact us before initiating a chargeback with your bank.
- We're committed to resolving disputes directly and fairly
- Chargebacks result in immediate service suspension
- If chargeback is reversed, a ₹2,000 administrative fee applies
- Fraudulent chargebacks may result in legal action
10. Cancellation vs. Refund
Cancellation Policy:
- You can cancel anytime with 30 days' notice
- No refunds for current month's subscription (already consumed)
- Outstanding usage charges must be paid
- After cancellation, data retained for 90 days then deleted
11. Questions and Support
If you're unhappy with our service, please reach out before requesting a refund. We offer:
- Free AI optimization and reconfiguration
- Custom conversation flow adjustments
- Hands-on training and troubleshooting
- Plan downgrades or feature modifications
We're committed to making Aigenetic work for your business!
12. Contact Us
For refund requests or questions:
Aigenetic