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ConversAI Labs — Refund Policy

Version 1.0 · Last updated: 28 October 2026

This Refund Policy forms part of the ConversAI Labs Terms of Service. It explains when you can get money or credits back.

1. How billing works

  1. The Service runs on prepaid credits. One credit is bought for ₹1. GST at 18% is added at checkout.
  2. Voice calls use 5 credits per minute, charged in 30-second steps. Calls that are not answered do not use credits. AI agent builds, edits and other paid features use the credits shown in the dashboard before you confirm.
  3. There are no subscriptions, renewals or automatic charges. You only pay when you choose to top up.

2. When we refund

We give a refund or credit only in these cases:

Situation What you get
Failed top-up: your money was debited but credits were not added to your account Credits added, or a full refund to the original payment method if you prefer
Duplicate charge: you were charged more than once for the same top-up Full refund of the extra charge, including GST
Calls we failed to deliver: credits were used for a call that failed because of a fault in our platform The credits for that call are returned to your balance

A call is "failed to deliver" when our platform caused it to fail, for example the agent did not speak, the call dropped because of our system, or you were charged twice for one call. It does not include calls that were not answered, were busy, were cut by the person called, failed because of your own telephony account or a telecom network, or produced AI answers you did not like.

3. What we do not refund

  1. Credits that have been used, including for calls, agent builds and edits.
  2. Unused or expired paid credits simply because you no longer need them. When an account is closed, unused paid credits are refunded only in the cases set out in sections 13.4 and 17.4 of the Terms of Service.
  3. Free, trial or promotional credits. They have no cash value and are never refunded or exchanged for money.
  4. Credits on accounts suspended or closed for breaking the Terms or the Acceptable Use Policy, to the extent the law allows.

4. How to claim

  1. Email connect@conversailabs.com from your account email address within 7 days of the charge or the call.
  2. Include your company name, the payment reference or transaction ID from our payment partner, the date and amount, and for calls, the call ID or phone number and time.
  3. We will reply within 5 business days. We may ask for more details.

Claims made after 7 days may be refused.

5. How refunds are paid

  1. Money refunds go back to the original payment method through our payment partner. Banks and card issuers usually take 5–10 business days to show the refund.
  2. We refund the GST charged on the refunded amount and issue a credit note for the GST invoice.
  3. Credit refunds are added to your dashboard balance as soon as we approve the claim.

6. Chargebacks

Please contact us before raising a chargeback with your bank. If a chargeback is raised, we may pause your account while it is resolved, and credits linked to that payment may be removed.

7. Contact

ConversAI Labs, New Delhi, India Email: connect@conversailabs.com WhatsApp: +91 8076 018 082 GSTIN: 07AKPPG4167M3ZK