Refund & Cancellation Policy

This Refund & Cancellation Policy explains how subscription payments, plan changes, cancellations, and refunds work for Wiretalk (“we”, “us”, or “our”) at wiretalk.tech. It applies to paid plans such as Pro and Enterprise. It should be read together with our Terms & Conditions.

1. Subscription plans & billing

• Wiretalk offers a free Starter plan and paid plans with additional features described on our pricing page.
• Paid subscriptions may be billed monthly, quarterly, half-yearly, or yearly depending on the billing interval you select at checkout.
• Prices are shown in INR (via Razorpay) or USD (via Stripe), as applicable to your checkout region and payment method.
• Applicable taxes, including GST on INR invoices where required, are added at checkout or shown on your invoice.
• Subscriptions renew automatically at the end of each billing period unless you downgrade or cancel before renewal.

2. General refund policy

Except where required by applicable law, all subscription fees are non-refundable. This includes:

• Partially used billing periods
• Unused agent seats, sites, or feature capacity
• Downgrades from a higher plan to a lower plan or to Free
• Failure to use the Service after purchase
• Dissatisfaction with features that were available on the plan description at the time of purchase

Paying for a subscription gives you access to Wiretalk features for the selected billing period. We do not provide cash refunds simply because you stopped using the Service before the period ended.

3. When we may issue a refund

We may, at our sole discretion, issue a full or partial refund in limited cases such as:

• Duplicate charge: you were billed twice for the same plan and billing period
• Erroneous charge: a clear billing error caused by Wiretalk or the payment processor
• Unauthorized payment: a verified unauthorized transaction, subject to investigation
• Extended service failure: a prolonged Wiretalk platform outage that materially prevented paid features from working, where we determine a refund or credit is appropriate

Refund requests must be submitted within 14 days of the charge unless a longer period is required by law. We may require payment references, invoice numbers, and account details to investigate.

4. Cancellation & downgrades

4.1 Downgrade to Free

Organization owners may downgrade to the Free plan from the agent dashboard billing section, subject to plan limits (for example maximum agents or sites). Downgrades take effect immediately. Paid features such as omnichannel inbox, AI replies, ticketing, voice/video calls, screen sharing, group meetings, and custom branding will stop when limits or features no longer apply.

No refund is issued for unused time remaining in a paid billing period when you downgrade.

4.2 Non-renewal

If you do not wish to renew, downgrade to Free before your renewal date or ensure your payment method will not be charged again. If a renewal payment fails, your organization may enter a past-due state.

4.3 Grace period & suspension

If a paid renewal is not completed, we may provide a grace period of up to 3 days before restricting access to paid features or the chat widget, as described in our Terms. During grace, you should update billing details or downgrade to avoid interruption.

5. Plan upgrades & changes

• Upgrading to a higher plan or longer billing interval requires payment of the applicable checkout amount shown at the time of upgrade.
• We do not guarantee prorated credits unless explicitly shown during checkout.
• Feature availability depends on your active plan and any organization limits in effect at the time.

6. Invoices, GST & tax records

For eligible INR payments, Wiretalk may issue tax invoices including GST at the applicable rate (currently 18% where applicable). You are responsible for providing accurate billing details. Invoice copies are available through your account billing history where supported.

Refunds, when approved, are generally returned to the original payment method. Tax treatment of refunds follows applicable law and processor rules.

7. Chargebacks & payment disputes

If you dispute a charge with your bank or card issuer without contacting us first, we may suspend or terminate your account while the dispute is investigated. Fraudulent chargebacks may result in permanent account closure.

Please email admin@wiretalk.tech with your organization name and transaction details before initiating a chargeback so we can resolve the issue quickly.

8. Third-party messaging & channel costs

Wiretalk subscription fees cover access to our platform. They do not include fees charged by third parties such as Meta, Twilio, email delivery providers, telephony carriers, or AI API usage billed directly by those providers. Refunds from Wiretalk do not cover third-party charges incurred through integrations you enable.

9. Free plan

The Free plan does not require payment. No refunds apply because no subscription fee is charged.

10. Enterprise & custom agreements

Customers with a signed enterprise order form or custom contract should refer to that agreement for refund, cancellation, and service-level terms. If there is a conflict, the signed agreement controls for that customer.

11. How to request a refund or billing help

Contact us with:

• Organization name and account email
• Invoice or payment reference (Razorpay order ID, Stripe receipt, or invoice number)
• Date and amount charged
• Reason for the request

Email: admin@wiretalk.tech
Or use our contact form with subject “Billing / Refund request”.

We aim to respond to billing requests within 3–5 business days.

12. Changes to this policy

We may update this policy from time to time. Changes will be posted on this page with an updated date. Material changes apply to future purchases and renewals.