Refund Policy

01Definitions Used in This Policy

• "Setup Fee" — The one-time fee charged to build, configure, train, and deploy your AI System. Split into 50% before work begins and 50% upon go-live.
• "Monthly Retainer" / "Subscription Fee" — The recurring monthly fee for hosting, maintenance, updates, monitoring, and support.
• "Go-Live" — The date on which your AI System is deployed, tested, and operational on your WhatsApp account or website.
• "Complete Onboarding Information" — All information requested in Section 6.1 of our Terms of Service, provided by you and confirmed as complete by Vaixus in writing (WhatsApp or email).
• "Vaixus-Side Failure" — A failure caused directly by Vaixus's error, omission, or negligence — not attributable to third-party platforms, your actions/inactions, or force majeure.
• "Business Day" — Monday to Saturday excluding Tamil Nadu public holidays.

02Setup Fee — Refundable Scenarios

2.1 Go-Live Guarantee Breach

Vaixus commits to deploying your AI System within 3 Business Days of receiving Complete Onboarding Information. If your AI System is not live within 3 Business Days of Vaixus's written confirmation that it has received your Complete Onboarding Information, and this delay is caused by Vaixus (not by you or a third-party platform), you are entitled to a 100% refund of all Setup Fees paid.

What this guarantee requires: You must have provided all requested information promptly. Vaixus must have confirmed in writing (WhatsApp or email) that all information was received and complete. The delay must be caused exclusively by Vaixus and not by: WhatsApp/Meta API delays, your unavailability for OTP verification, website access issues, or force majeure events.

2.2 Fundamental Service Non-Delivery

If Vaixus is unable to deliver the core contracted service at all (e.g., total failure to connect to your WhatsApp number due to a Vaixus-side technical error, or complete inability to deploy the website widget), and this inability is not caused by third-party platform restrictions, you are entitled to a full refund of the Setup Fee.

2.3 Vaixus-Side Termination for Convenience

If Vaixus terminates your service before go-live for its own convenience (not due to your breach), you are entitled to a 100% refund of all Setup Fees paid. See also Section 8.

03Setup Fee — Non-Refundable Scenarios

• You cancel the subscription after go-live for any reason, including dissatisfaction with AI responses or change of mind.
• You cancel the subscription after work has commenced (even before go-live) due to your own change of mind, business closure, or decision not to proceed.
• The go-live delay was caused by: your delay in providing complete onboarding information, your non-responsiveness to Vaixus's requests, WhatsApp/Meta platform delays, your website having technical issues preventing widget deployment, or any cause outside Vaixus's control.
• You are dissatisfied with AI response quality due to inaccurate or incomplete Client Data that you provided.
• Your subscription is terminated by Vaixus due to your breach of Terms of Service, including Acceptable Use Policy violations.
• You received the service as contracted but later decide AI automation is not suitable for your business.
• WhatsApp/Meta restricts, suspends, or terminates your WhatsApp Business account after go-live.
• You upgrade plans and have already utilised Starter-tier service.

04Monthly Retainer — Refundable Scenarios

4.1 Total Service Outage — Vaixus-Side

If your AI System experiences zero availability (completely non-functional) for a continuous period of 7 or more calendar days in a billing month, caused exclusively by a Vaixus-side failure (not WhatsApp/Meta outage, not your account suspension, not force majeure), you are eligible for a pro-rata credit of the Monthly Retainer for the number of days the service was completely down beyond the initial 24-hour grace period.

Pro-rata credit = (Monthly Retainer ÷ 30) × (number of fully non-functional days − 1)

Credits will be applied to your next invoice. Cash refunds for service credits are only issued if you cancel within the same billing month following the outage.

4.2 Vaixus-Side Termination for Convenience (Post-Prepayment)

If you have prepaid multiple months' Retainer and Vaixus terminates your service for its own convenience (not due to your breach), you will receive a full pro-rata refund of unused prepaid Retainer days. See Section 8 for full details.

4.3 Erroneous Double-Charge

If you are charged twice for the same billing period due to a payment gateway error, you are entitled to a full refund of the duplicate charge upon written notification to Vaixus.

05Monthly Retainer — Non-Refundable Scenarios

• You cancel your subscription mid-month. The service remains active until the end of the billing period. No pro-rata refund is issued for unused days.
• You did not use the service (e.g., no WhatsApp messages received, no website visitors). The Retainer covers infrastructure availability regardless of usage volume.
• You are dissatisfied with AI response quality. The remedy is to request improvements, which are covered by your Retainer.
• Your WhatsApp Business account is suspended by Meta due to policy violations on your account.
• Service interruption caused by WhatsApp/Meta platform outages, Razorpay downtime, or other third-party services.
• Service interruption due to force majeure events (power outages, natural disasters, internet disruptions).
• You forgot to update your product data and the AI responded with outdated information.
• You switched to a competitor service but did not cancel before the next billing date.
• Partial service degradation (e.g., some responses were slower or some features were temporarily unavailable) not meeting the threshold in Section 4.1.

06Pre-Go-Live Cancellation Policy

If you decide to cancel before your AI System has gone live, the following applies depending on the stage of work:

Partial refunds for pre-go-live cancellations are at Vaixus's reasonable discretion and will be assessed based on the documented work completed at the time of cancellation request. Vaixus will provide a written breakdown of work completed if requested.

07Post-Go-Live Cancellation Policy

Once your AI System has gone live and you have been issued go-live confirmation:

• The Setup Fee is non-refundable — the service has been fully delivered.
• You may cancel the monthly subscription at any time with 7 days' written notice.
• The final billing period (current month) is not refunded on a pro-rata basis — service remains active until the end of the period.
• If you are on the 3-day go-live guarantee period and the AI goes live on day 3, this does not entitle a refund — the guarantee was met.

08Refund When Vaixus Terminates for Convenience

If Vaixus terminates your subscription for its own convenience (not due to your breach of Terms):

• Pre-go-live: 100% refund of all Setup Fees paid.
• Post-go-live, within first 30 days: 50% refund of the Setup Fee + full refund of any unused prepaid Retainer days.
• Post-go-live, after 30 days: Full refund of any unused prepaid Retainer days. No Setup Fee refund.

Vaixus will provide at least 30 days' notice before a convenience termination (as per our Terms of Service), giving you time to migrate your business processes.

09How to Request a Refund

To request a refund, follow these steps:

• 1
  Contact Vaixus in Writing

  Email soorya@vaixus.in with subject line "Refund Request — [Your Business Name]". WhatsApp notification is acceptable for urgent matters but a formal email is required for processing.
• 2
  Include Required Information

  Your full name, business name, registered WhatsApp/email, payment transaction ID or invoice number, the refund amount requested, the reason and specific grounds for the refund (reference the relevant section of this policy), and any supporting documentation.
• 3
  Vaixus Acknowledges & Investigates

  We will acknowledge your refund request within 24 business hours. We will then investigate the claim against our records, logs, and the grounds you have stated. We may ask for additional information or evidence.
• 4
  Decision Communicated

  We will communicate our refund decision in writing within 7 Business Days of receiving your complete refund request. We will clearly state whether the refund is approved or declined, and the reasons.
• 5
  Refund Processed (if approved)

  Approved refunds are processed within the timeline specified in Section 10. Refunds are issued to the original payment method via Razorpay. We cannot issue refunds to a different account.

10Refund Processing & Timeline

Total maximum time from approved refund decision to money in your account: approximately 10–15 Business Days. This timeline is partly dependent on your bank or payment network and is outside Vaixus's control once initiated.

Currency: All refunds are in Indian Rupees (INR) to your original payment source. GST once paid to the government cannot be refunded directly — we will issue a credit note as required under GST law.

11Disputes & Escalation

11.1 Internal Escalation

If you are dissatisfied with Vaixus's refund decision, you may escalate the matter in writing to soorya@vaixus.in with the subject line "Refund Escalation". Your escalation will be reviewed by the proprietor directly and a final internal decision communicated within 7 Business Days.

11.2 Consumer Forum

If you remain dissatisfied after our internal escalation, as a consumer under the Consumer Protection Act, 2019, you have the right to approach the appropriate Consumer Disputes Redressal Commission (District, State, or National level depending on the value of your claim). We will cooperate with any proceedings.

11.3 Arbitration

For disputes above ₹1,00,000, both parties agree to resolve disputes through binding arbitration as described in Section 16 of our Terms of Service before approaching courts.

12Chargebacks & Payment Disputes

If you initiate a chargeback or payment reversal through your bank, card network, or Razorpay:

• Vaixus will immediately suspend your AI System pending resolution of the dispute.
• Vaixus will submit evidence to the payment processor including our Terms of Service, your acceptance of terms, delivery evidence, and communication records.
• If the chargeback is found in Vaixus's favour, your account may be permanently terminated and no refund will be issued.
• Fraudulent chargebacks (raising a chargeback on a legitimate charge where service was received) may be pursued as a legal matter under applicable Indian law including the IT Act and Indian Penal Code provisions on cheating.

We are a small business. We encourage all payment disputes to be resolved directly and amicably with us first. We have a strong track record of resolving genuine issues fairly.

13Special Circumstances

13.1 Medical or Personal Emergency

If you are unable to continue using the service due to a documented medical emergency, serious illness, or death in the immediate family during the onboarding period or early service period (within 30 days of go-live), please contact us with relevant documentation. We will review such cases with compassion and may offer a full or partial Setup Fee refund or service pause at our discretion.

13.2 Business Closure

If your business closes permanently within 60 days of go-live, Vaixus may, at its discretion, offer a partial refund of the Setup Fee (typically 25–50%) as a goodwill gesture, subject to documentation of business closure. Monthly Retainer fees paid are not refundable.

13.3 Natural Disasters / Force Majeure

In the event of a major force majeure event (flood, earthquake, pandemic, war) affecting your business's ability to operate in a material way during the service period, Vaixus will review refund or pause requests on a case-by-case basis. Contact us as soon as reasonably possible with details of the situation.

13.4 Goodwill Gestures

Vaixus may, entirely at its own discretion and without setting a precedent, issue refunds, service credits, or extended service periods as goodwill gestures in situations not covered by this policy. Any such gesture is a one-time act of goodwill and not an admission of liability or a precedent for future claims.

14Contact for Refund Enquiries

For all refund enquiries, requests, and disputes:

• Business: Vaixus Technologies
• Email: soorya@vaixus.in — Subject: "Refund Request — [Your Business Name]"
• Response Time: Within 24 business hours for acknowledgement; 7 Business Days for decision
• Address: Tiruppur, Tamil Nadu, India
• Business Hours: Monday–Saturday, 9:00 AM – 7:00 PM IST