Refund & Cancellation Policy

1. Scope and Applicability

This Policy applies to all Clients of Xryzex AI using any component of the Xryzex AI platform, including without limitation:

• the AI Voice receptionist platform;
• inbound and outbound telephony workflows;
• WhatsApp-based operational workflows and related messaging functions;
• the monthly Base Subscription Rent; and
• all prepaid talktime minute purchases, recharges, top-ups, credits, grace balances, or billing adjustments.

2. Billing Architecture

Xryzex AI operates on a strict Prepaid Ledger Matrix comprising the following two billing components:

3. Strict No-Refund Policy for Base Subscription

3.1 Non-Refundable Monthly Fee

The monthly Base Subscription Rent of ₹7,500 is strictly non-refundable, non-prorated, and non-transferable once paid. This fee secures platform readiness, account activation, service availability, infrastructure reservation, vendor provisioning, and operational capacity for the Client’s account during the subscribed billing cycle.

3.2 No Partial Refunds After Cancellation

If the Client cancels after the billing cycle has begun, no full or partial refund shall be issued for any unused portion of the ongoing subscription period. By way of illustration only:

• if a Client cancels on Day 2 of a 30-day billing cycle, the Client may retain access until Day 30, subject to remaining prepaid usage availability and compliance with platform rules; however,
• no refund shall be issued for the remaining 28 days.

3.3 No Transfer or Credit Conversion

The Base Subscription Rent cannot be transferred to another account, converted into prepaid minutes, converted into account credit, or adjusted against future disputes, penalties, or claimed non-usage.

4. Prepaid Talktime Minute Top-Up Policy

4.1 Non-Refundable Prepaid Purchases

All prepaid talktime minute purchases, recharges, and top-ups made through Razorpay or any approved payment route are strictly non-refundable once purchased, whether or not such minutes are fully consumed.

4.2 Rollover Rule

Unused prepaid minutes will roll over to the next billing cycle only if the Base Subscription remains continuously active and fully paid. Rollover is a conditional commercial concession, not a vested monetary right.

4.3 Frozen Minutes During Suspension

If the Base Subscription expires or the account is suspended for non-payment, all unused prepaid minutes are immediately frozen. Frozen minutes cannot be used, redeemed for cash, or demanded as refund value during the suspension period.

4.4 Permanent Forfeiture on Termination or Purge

If the account is terminated, permanently closed, or purged after prolonged non-payment, all unused prepaid minutes are permanently forfeited and shall carry zero refund value, zero cash value, and zero transfer value.

For the avoidance of doubt, where an account remains unpaid or suspended for 90 consecutive days and is thereafter purged or terminated, the Client irrevocably loses all rights to any unused prepaid minute balance.

5. Grace Minutes, Negative Balances, and Automated Debt Recovery

5.1 Emergency Grace Loans

In certain exceptional cases, Xryzex AI may, at its sole discretion and without obligation, allow the Client to continue using limited telephony capacity through emergency Grace Minutes in order to prevent abrupt mid-call drops, call failure, or immediate service interruption.

5.2 Grace Use Creates Recoverable Debt

5.3 Interception Math and Automatic Deduction

When the Client makes the next top-up or recharge payment, the Client expressly authorizes Xryzex AI to automatically intercept and deduct the exact financial equivalent of the outstanding negative grace balance before any net-new prepaid minutes are credited to the ledger.

This means the recharge amount will first be applied to clear the debt created by prior Grace Minutes, and only the remaining amount, if any, will be converted into fresh usable minutes.

5.4 Advance Consent to Automated Recovery

The Client expressly consents to this automated debt recovery mechanism and waives any objection to such deduction, adjustment, interception, or netting process, whether performed automatically through the billing engine or manually reconciled by Xryzex AI.

6. Account Suspension and Automated Kill-Switch

6.1 Immediate Suspension Events

Xryzex AI operates an automated billing enforcer. The platform may immediately suspend some or all services without prior human notice if:

1. the Base Subscription expires, lapses, or is unpaid; or
2. the prepaid minute balance reaches exactly 0 or falls below the minimum required threshold for continued operation.

6.2 Suspension Consequences

Upon trigger of the kill-switch, AI, voice, calling, telephony routing, and related WhatsApp or operational services may stop instantly. The Client acknowledges and accepts that such suspension may cause missed inbound calls, failed outbound calls, interrupted customer handling, lost leads, lost orders, and temporary or permanent business disruption.

6.3 No Refunds, Compensation, or Damages

The Client is not entitled to any refund, credit, compensation, set-off, damages, or other monetary relief for any loss resulting from account suspension due to subscription expiry, insufficient top-up balance, failed recharge, negative ledger state, or non-payment.

7. Cancellation Policy

7.1 Client-Initiated Cancellation

The Client may choose not to renew the Base Subscription or may request account cancellation. Any such cancellation shall operate prospectively only and shall not reverse, unwind, or refund previously paid charges.

7.2 Effect of Cancellation

Upon cancellation:

• the current paid Base Subscription period, if any, may continue until its scheduled expiry date;
• prepaid minutes remain subject to the rollover, freeze, and forfeiture rules set out in this Policy;
• no prorated refund shall be issued; and
• no goodwill credit, reversal, or compensatory adjustment shall be mandatory or implied.

7.3 Xryzex AI Termination Rights

Xryzex AI reserves the right to suspend or terminate any account for non-payment, repeated payment failure, abuse of the billing system, fraud risk, illegitimate disputes, policy violation, telecom abuse, or any conduct creating financial, compliance, or operational risk. Such termination shall not create any refund obligation.

8. Razorpay Payments and Payment Gateway Terms

All payments are processed through Razorpay or such other approved payment facilitator as Xryzex AI may designate. By making payment, the Client acknowledges that:

• payment authorization is final once submitted and confirmed;
• the Client is responsible for reviewing billing details before payment;
• payment gateway processing fees, banking delays, UPI delays, and third-party settlement delays do not alter the non-refundable nature of the transaction; and
• successful use, activation, reservation, or consumption of platform resources constitutes conclusive commercial performance by Xryzex AI for refund-dispute purposes.

9. Chargebacks, UPI Reversals, and Payment Disputes

9.1 Prohibition on Illegitimate Disputes

The Client shall not initiate a chargeback, payment reversal, card dispute, UPI dispute, bank complaint, or similar payment challenge for services already activated, minutes already consumed, platform time already reserved, or subscription periods already commenced, except in the case of demonstrable unauthorized fraud proven by the Client and accepted by Xryzex AI or the payment processor.

9.2 Consequences of Fraudulent or Bad-Faith Chargebacks

If the Client initiates an illegitimate or bad-faith chargeback or payment dispute for validly rendered services, Xryzex AI reserves the right, without prior notice, to:

• instantly terminate the Client’s account;
• permanently ban the Client from all current and future Xryzex AI services;
• freeze all balances, credits, minutes, and data pending dispute resolution;
• submit platform logs, call logs, dashboard metrics, subscription records, recharge history, ledger entries, and system-generated usage evidence to Razorpay, the acquiring bank, the issuing bank, UPI operator, and other relevant institutions as legal proof of service consumption; and
• pursue recovery of disputed sums, gateway penalties, legal fees, and related enforcement costs to the fullest extent permitted by law.

9.3 Usage Logs as Conclusive Evidence

The Client expressly agrees that Xryzex AI’s automated records, including call logs, dashboard metrics, billing engine logs, subscription activation records, negative ledger records, and usage analytics, may be relied upon by Xryzex AI as primary documentary evidence in defending any Razorpay dispute, bank chargeback, UPI reversal, legal recovery action, or contractual enforcement proceeding.

10. No Set-Off, No Deductions, No Counterclaims Against Payments

The Client shall make all payments in full, without withholding, reduction, deduction, netting, counterclaim, or set-off. Alleged dissatisfaction, under-utilization, commercial slowdown, team changes, internal approval issues, or business losses do not create a right to reverse or withhold payment.

11. No Waiver by Courtesy or Exception

Any courtesy extension, manual adjustment, grace treatment, or one-time commercial concession granted by Xryzex AI shall not create a precedent, continuing obligation, or waiver of this Policy. Xryzex AI may enforce this Policy strictly at any time notwithstanding any prior accommodation.

12. Governing Law

This Policy shall be governed by and construed in accordance with the laws of the Republic of India. Any dispute arising out of or in connection with payments, refunds, chargebacks, cancellations, suspension, or ledger enforcement shall be subject to the jurisdiction agreed in the governing client contract or, if not separately specified, the competent courts having jurisdiction under applicable Indian law.

13. Policy Interpretation

In the event of ambiguity, this Policy shall be interpreted in favor of preserving Xryzex AI’s rights to enforce payment finality, reject refund claims, recover debts, prevent unjust enrichment, and resist chargeback abuse to the maximum extent permitted by law.