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Refund Policy

We want you to be completely satisfied with VoiceBrainy. Read our refund and cancellation policy carefully to understand your options.

Last updated: January 1, 2025Effective date: January 1, 2025Version: 1.0
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1. Overview

VoiceBrainy ("we," "us," "our," or "Company") aims to provide exceptional service and complete satisfaction to every customer. This Refund Policy outlines the conditions under which refunds, credits, and cancellations are processed for VoiceBrainy subscriptions and services.

Please read this policy carefully before purchasing any VoiceBrainy plan. By subscribing to or using our services, you agree to this Refund Policy. If you have questions, contact us at billing@voiceBrainy.com before making a purchase.

✅ 💡 Our Commitment

We offer a 14-day free trial on all plans — no credit card required. We encourage you to fully evaluate VoiceBrainy before starting a paid subscription so you can make a confident purchase decision.

2. Key Definitions

Subscription: A recurring paid plan (monthly or annual) that grants access to VoiceBrainy features and call credits.

Call Credits: Pre-purchased units used to make AI voice calls through the VoiceBrainy platform.

Trial Period: A 14-day free evaluation period during which no charges are made and no credit card is required.

Billing Cycle: The recurring period (monthly or annual) for which your subscription fee is charged.

Unused Credits: Call credits that remain unconsumed at the time of cancellation or refund request.

3. Free Trial Policy

All VoiceBrainy plans include a 14-day free trial.

What's included in the trial:

  • Full access to all features of your chosen plan
  • Up to 50 complimentary AI voice calls
  • Live onboarding assistance from our team
  • Integrations setup support
  • No credit card required to start

Trial terms:

  • One free trial per business entity (not per email address)
  • Trial automatically ends after 14 days — no automatic charge unless you add a payment method and upgrade
  • Trial credits do not carry over to a paid plan
  • We reserve the right to terminate trial accounts that show signs of abuse
✅ ✅ No Surprise Charges

We will never charge you without your explicit action. Adding a payment method during trial does not automatically start billing. You must actively choose to upgrade to a paid plan.

4. Refund Eligibility

Refund eligibility depends on your plan type and usage:

A. Monthly Subscriptions

  • Refunds are available within 7 days of the start of a new billing cycle if you have used fewer than 10% of your monthly call credits
  • No refunds are issued for partial months after the 7-day window
  • If you experience a technical issue on our end that prevents service delivery, a prorated credit will be applied

B. Annual Subscriptions

  • Full refund available within 30 days of annual subscription start if fewer than 10% of credits are used
  • After 30 days, a prorated refund for remaining full months may be issued at our discretion
  • Annual plans that have been significantly used (50%+ credits consumed) are not eligible for refund

C. Add-on Call Credits (Top-ups)

  • Unused top-up credits are refundable within 14 days of purchase if no calls have been made using those credits
  • Partially used credit packs are not eligible for refund
  • Credits expire 12 months from date of purchase
⚠️ ⚠️ Important

Refunds are not available for accounts that have violated our Terms of Service, including but not limited to: use for spam calling, DNC registry violations, or use for prohibited industries.

5. Non-Refundable Items

The following are not eligible for refunds under any circumstances:

  • Used call credits: Credits consumed for completed or attempted calls cannot be refunded
  • Onboarding & setup fees: One-time professional services fees are non-refundable once work has commenced
  • Custom AI voice training: Custom voice or script development fees are non-refundable once delivered
  • Expired credits: Credits that have passed their 12-month expiry date are not refundable
  • Downgrade differences: Amounts paid for a higher-tier plan are not refunded if you downgrade mid-cycle (credit is applied to your account)
  • Transaction fees: Payment processing fees charged by Stripe or Razorpay are not refundable
  • Enterprise plan commitments: Custom enterprise agreements with minimum commitment terms are governed by your individual contract

6. How to Request a Refund

To request a refund, follow these steps:

Step 1 — Contact Billing Support

Email billing@voiceBrainy.com with the subject line "Refund Request – [Your Account Email]". Include your account email, the reason for your request, and your plan type.

Step 2 — Provide Required Details

  • Account email address and company name
  • Invoice number or transaction ID
  • Reason for the refund request
  • Any supporting information (screenshots, error logs, etc.)

Step 3 — Review & Response

Our billing team will review your request within 3 business days and respond with a decision. For approved refunds, processing takes 5–10 business days depending on your payment provider.

💡 💡 Faster Resolution

For urgent billing issues, you can also reach us via live chat on our dashboard (available Mon–Sat, 9AM–7PM IST). Refund decisions are typically communicated within 24 hours for straightforward cases.

7. Cancellation Policy

You may cancel your VoiceBrainy subscription at any time.

How to Cancel

  • From your dashboard: go to Settings → Billing → Cancel Subscription
  • Via email: contact support@voiceBrainy.com with your cancellation request

What Happens After Cancellation

  • Your subscription remains active until the end of the current billing period
  • You will not be charged for the next billing cycle
  • Remaining call credits can be used until the end of the billing period — they are not extended beyond that date
  • Your account data (call recordings, transcripts, leads) is retained for 30 days post-cancellation, after which it is permanently deleted
  • You may export your data at any time before deletion via the dashboard

Reactivating a Cancelled Account

You may reactivate your account within 30 days of cancellation without losing your historical data. After 30 days, account data is permanently deleted and cannot be recovered.

8. Refunds for Service Issues

If VoiceBrainy experiences a service disruption or technical failure that affects your ability to use the platform:

A. Downtime Credits

If VoiceBrainy experiences verified downtime exceeding our 99.5% SLA uptime guarantee, affected customers are eligible for service credits:

  • 99.0%–99.4% uptime in a month: 10% credit on monthly fee
  • 95.0%–98.9% uptime in a month: 25% credit on monthly fee
  • Below 95.0% uptime in a month: 50% credit on monthly fee

B. Failed Calls

If a call fails due to a verified error on our infrastructure (not due to invalid numbers, network conditions on the recipient's side, or your configuration), the call credit will be returned to your account within 48 hours.

C. How to Report

Submit a support ticket at support@voiceBrainy.com or via the in-app chat with details of the affected calls or downtime period. Our engineering team will investigate and process eligible credits within 5 business days.

9. Plan Upgrades & Downgrades

Upgrading Your Plan

When you upgrade, you are charged the prorated difference for the remainder of your billing cycle immediately. Your new features and credits are available instantly. No refund is issued for the previous plan's unused portion — this is applied as a credit toward the upgrade.

Downgrading Your Plan

Downgrades take effect at the start of your next billing cycle. You retain full access to your current plan until the cycle ends. No partial refund is issued for the remaining period, but a credit equal to the unused prorated amount is applied to your account for future billing.

Switching from Monthly to Annual

You can switch to an annual plan at any time. We will credit any unused portion of your current monthly cycle and apply it toward your annual subscription.

10. Payment Disputes & Chargebacks

We strongly encourage you to contact us before initiating a chargeback with your bank or payment provider.

Most billing concerns can be resolved quickly by our billing team at billing@voiceBrainy.com. Chargebacks cost both parties time and money and may result in:

  • Immediate suspension of your VoiceBrainy account
  • Permanent ban from future VoiceBrainy services
  • Recovery of disputed amounts plus chargeback fees via collections if fraud is determined

If you believe you have been charged incorrectly, contact us at billing@voiceBrainy.com within 30 days of the charge. We will investigate and, if the charge was in error, issue a full refund without the need for a dispute.

⚠️ ⚠️ Chargeback Policy

Initiating a chargeback without first contacting VoiceBrainy will be treated as a breach of our Terms of Service. We reserve the right to contest all chargebacks and provide evidence of service delivery to payment processors.

11. Special Circumstances

Accidental Purchases

If you accidentally purchase the wrong plan or additional credits, contact us within 24 hours of the transaction. We will review the case and issue a full refund if the credits or features have not been used.

Duplicate Charges

If you are charged twice for the same subscription cycle, we will issue an immediate full refund for the duplicate charge upon verification. Contact billing@voiceBrainy.com with your transaction IDs.

Bereavement or Medical Emergency

We handle hardship cases with empathy. If you are unable to use VoiceBrainy due to a documented personal emergency, contact us and we will work with you on an appropriate resolution.

Currency & Tax Considerations

Refunds are issued in the original currency of the transaction. Any GST, VAT, or other taxes collected are refunded in accordance with applicable tax laws. VoiceBrainy is not responsible for currency conversion differences.

12. Refund Processing Times

Once a refund is approved, processing times vary by payment method:

  • Credit / Debit Card (via Stripe): 5–10 business days
  • UPI / Net Banking (via Razorpay): 3–7 business days
  • Bank Transfer / NEFT: 7–14 business days
  • Account Credit: Instant — applied to your VoiceBrainy balance immediately upon approval

If a refund has not appeared after the stated timeframe, first check with your bank or payment provider. If the issue persists, contact us at billing@voiceBrainy.com with your refund reference number.

13. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our business practices, legal requirements, or service offerings. We will notify you of material changes by:

  • Updating the "Last updated" date at the top of this policy
  • Posting a prominent notice on our website and dashboard
  • Sending an email notification to your registered account email

Changes take effect 14 days after notification. Continued use of VoiceBrainy after that date constitutes acceptance of the updated policy.