Refund & Cancellation Policy

This Policy applies to Orders for Agilis prepaid bulk credits, subscriptions, and one-time/setup fees, and is incorporated into the Terms of Service. Where an Order conflicts, the Order controls.

Fees are per Order (INR unless stated). Prepaid bulk credits marked “Lifetime Validity” in the Order do not expire solely due to time passage while the master account remains active and in good standing under the Terms/AUP. They are not evergreen cash value and may be forfeited or paused upon termination for breach, prolonged inactivity, or as expressly stated in the Order. One-time/setup fees are non-refundable once service activation/provisioning has commenced. [COMMERCIAL DECISION: Confirm lifetime forfeiture triggers and inactivity threshold, e.g., 12/24 months.]

Subscription cancellation takes effect at the end of the then-current billing period unless the Order states otherwise; no pro-rata refund for partial periods except as required by law or where the Order expressly offers it. You may cancel via console or written notice to billing@agiliscommunications.com. Cancellation does not retroactively refund consumed credits or delivered messages/calls. Numbers/Channels may be reclaimed by Providers upon cancellation.

Except as required by applicable law or where the Order expressly offers a refund, fees are non-refundable. In particular: (a) consumed usage, delivered messages/calls, and allocated numbers are non-refundable; (b) “Lifetime” credits are service credits, not cash; (c) provider-caused channel unavailability is handled via alternate routing/service credits where the SLA applies, not automatic cash refunds, unless the Order/SLA states otherwise.

Where a refund is expressly offered (e.g., failure to provision within the Order’s committed provisioning window due to Agilis fault), it will be processed to the original payment method within [14] business days after approval.

[DECISION: Confirm refund eligibility scenarios, window (e.g., 7/14 days for non-provisioning), and pro-rata policy.]

Failed renewals may cause service throttling/suspension per Terms Section 20. We may retry charging and notify you. Past-due amounts may incur late fees as per Order and applicable law.

Temporary or permanent unavailability of a Channel, route, sender ID, header/template or number due to carrier, regulatory (e.g., DLT/TCCCPR) or messaging provider action is not automatically a refund event. Our obligation is to make commercially reasonable efforts to restore via alternate Channel/provider where available. Refund/service-credit eligibility for provider-caused unavailability is governed solely by the Order and SLA (if incorporated).

Suspension for AUP, fraud, non-payment or regulatory/provider direction does not entitle a refund for the suspension period. Upon termination, prepaid unused credits are handled per Section 2 and the Order; we provide a reasonable retrieval window for exportable data (target [30] days) as per Terms Section 22.

Contact billing@agiliscommunications.com with account ID, Order ID, and reason. We will review against the Order, this Policy and the SLA (if applicable) within [10] business days and respond in writing.

Requires review for consumer protection, tax (GST), and e-contract enforceability under Indian law.