Refunds & cancellation.

In short

This policy applies to Altrix.one, a brand of Altrix.one (legal entity: [LEGAL ENTITY NAME]), [ADDRESS], India, GSTIN [GSTIN]. It is part of our Terms of service.

1. Free trial

• New companies get a 7-day free trial (minimum 5 users) when self sign-up opens. No card is needed to start.
• We do not charge automatically when a trial ends. You choose a plan and a payment method, or the trial stops.
• Wallet usage during a trial (for example WhatsApp message charges) is charged like any other usage. Free test credit has no cash value.

2. Subscriptions

• Plans are billed per user per month, in advance, with a minimum of 5 users. Prices for India are in rupees, plus GST.
• Cancel any time in Settings, Billing, or by email from the owner's registered email. The plan keeps working until the end of the paid month. You can undo the cancellation before then.
• We do not refund the unused part of a month after a cancellation, a downgrade or fewer users. Upgrades and extra users start at once and are charged pro rata.
• Failed renewal payments are retried on days 1, 3 and 5, followed by a 7-day grace period, then suspension until payment. Your data is kept while suspended.

We refund the current month, pro rata, if we charged you twice or the wrong amount, if the Service was unavailable for more than 72 hours in a row in that month because of our fault, if we end your subscription without cause, if you end it because you object to a new sub-processor, or where the law requires it.

3. Credits wallet

• The wallet is prepaid. Each paid use (WhatsApp messages, AI, SMS, call minutes, extra storage) is charged at the credit rate shown in the app, plus GST. We pay Meta and the other providers for you.
• Used credits are not refundable, because we have already paid the provider.
• While your account is active, the balance stays available for usage and cannot be withdrawn as cash.
• When your account closes, you can ask for the unused top-up balance back within 90 days. We refund it to the original payment method, minus payment gateway fees and any amount you owe us. Free or bonus credit is never refunded.
• If something was charged that the provider did not bill (for example a failed message), it is released back to your wallet automatically. To question a charge, email us within 30 days of the statement.
• If an auto top-up was made by mistake and none of it has been used, ask within 7 days for a refund of that top-up.

4. Setup, training and custom builds

• Setup and training (if quoted): full refund if you cancel before the kick-off call. After kick-off, it is not refundable. If we fail to deliver the agreed setup within 30 days of kick-off because of us, we refund the undelivered part.
• Custom builds follow the signed quote. The advance is refundable only for work not started. Completed milestones are not refundable.
• Care plans are monthly and can be cancelled with 30 days' notice.
• Pilot deals follow their own signed agreement where it differs from this policy.

5. How to ask for a refund

1. The account owner emails corp@altrix.one with the company name, invoice number and reason.
2. We reply within 3 business days.
3. Approved refunds go back to the original payment method within 5 to 14 business days, depending on the bank. We never refund to a different person's account.

Closing your account does not delete your data at once. You can export it for 30 days after closure. See our Privacy policy.