LEGAL

Refund & Cancellation Policy

KairosAI Technologies Private Limited · Last updated 30 June 2026 · Effective date: 30 June 2026

This Refund & Cancellation Policy (the “Policy”) explains how billing, refunds and cancellations work for KairosAI — the multimodal, AI-powered customer-service agent platform operated by KAIROSAI TECHNOLOGIES PRIVATE LIMITED, a company incorporated under the Companies Act, 2013 (“KairosAI”, “we”, “us” or “our”). KairosAI handles conversations across voice (including PSTN telephony), WhatsApp, email and web chat on behalf of businesses, and is billed through a prepaid wallet denominated in Indian Rupees (INR). By topping up your wallet or otherwise using the Service, you agree to this Policy, which forms part of and should be read together with our Terms & Conditions and Privacy Policy. All payments are processed through our payment partner, Razorpay Software Private Limited (“Razorpay”).

1. Prepaid wallet billing model

KairosAI is billed on a prepaid wallet basis. You add funds (a “top-up”) to your account wallet in advance, in INR, and your usage of the Service is metered and debited from that wallet balance as it is consumed. Metered usage includes, without limitation, voice minutes (including PSTN telephony charges), WhatsApp, email and web-chat messages, and any other usage-based units identified on your billing dashboard at the applicable rates.

  • A top-up adds a corresponding credit balance to your wallet; the balance does not expire merely due to the passage of time, subject to the Terms & Conditions.
  • As you use the Service, the metered cost of that usage is debited from your wallet balance in real time or near real time.
  • You can view your current wallet balance, top-up history and usage-based debits at any time from your account dashboard.
  • If your wallet balance reaches zero or is insufficient, chargeable Service functions may be paused until you top up again.

2. Taxes and third-party pass-through costs

All fees and rates are quoted exclusive of applicable taxes. KairosAI is not currently registered for Goods and Services Tax (GST). Accordingly, no GST is presently charged on top-ups and no GST invoice is issued. If and when KairosAI becomes GST-registered, GST will be charged at the applicable rate on taxable supplies and valid tax invoices will be issued in accordance with law, and you will be notified. Your wallet usage may also include third-party pass-through costs (for example, telecom/PSTN carrier charges, WhatsApp/Meta conversation charges, and DLT/messaging fees levied under TRAI regulations), which are billed as part of metered usage.

3. Consumed usage is non-refundable

Wallet top-ups are non-refundable once the corresponding credits have been consumed. Any usage that has already been delivered — voice minutes, messages and other metered units — is final, non-refundable and non-reversible, because the underlying Service and third-party network costs have already been incurred on your behalf. This includes usage that you consider to have been generated in error, as well as automated or unintended traffic originating from your account, integrations or end users, except where a refund is required by applicable law.

4. Refund of unused wallet balance

You may request a refund of the unused (unconsumed) balance remaining in your wallet by writing to hello@trykairos.in from the email address registered on your account. Please include your account/organisation name and the amount in question.

  • Refunds of unused balance are at KairosAI’s sole discretion and are not guaranteed; we may decline a request, for example where there is suspected fraud, abuse, a breach of the Terms & Conditions, an unresolved dispute, or a legal or regulatory restriction.
  • Where a refund of unused balance is approved, it will be processed to the original payment method used for the top-up, via Razorpay, normally within 5–7 business days of approval. The actual time for the funds to appear in your account depends on your bank, card network or payment provider.
  • Approved refunds are made net of any applicable taxes and any third-party pass-through costs already incurred (for example, telecom, WhatsApp/Meta or DLT charges) and net of any amounts you owe to us.
  • Refunds are issued only in INR to the original payment instrument; we do not refund to a different account, card or method, and we do not pay interest on refunded amounts.

5. Cancellation and account closure

There is no fixed lock-in. Because billing is prepaid, you may simply stop topping up at any time, in which case the Service will continue only until your existing balance is exhausted. You may also request account closure at any time by emailing hello@trykairos.in from your registered email address.

  • On account closure, chargeable Service functions are deactivated and you will no longer be able to consume wallet credits.
  • Any unused wallet balance at the time of closure may be refunded in accordance with Section 4 (subject to our discretion and to the deductions described there).
  • Closure and deletion of your personal and account data are handled in accordance with our Privacy Policy and the Digital Personal Data Protection Act, 2023 (DPDP Act). Certain records may be retained where required by law.

6. Failed, duplicate and erroneous payments

If a top-up payment fails but an amount is debited from your account, or if you are charged more than once (a duplicate transaction) for the same top-up, the affected amount is automatically reversed or refunded to the original payment method through Razorpay, typically within 5–7 business days. Such reversals occur without the need for a discretionary request, since no Service was rendered against the failed or duplicate charge. If you believe a payment was debited without the corresponding wallet credit appearing, contact hello@trykairos.in with the transaction reference and we will investigate.

7. Chargebacks and payment disputes

We encourage you to contact us first at hello@trykairos.in so we can resolve any billing concern directly — this is almost always faster than a bank dispute. If you initiate a chargeback or payment dispute with your bank or card network, we reserve the right to:

  • temporarily suspend or restrict your account and chargeable Service functions while the dispute is investigated;
  • submit transaction records, usage logs and other evidence of delivered Service to Razorpay, the bank or the card network to contest a chargeback that we believe is unwarranted; and
  • recover from you any amount charged back in respect of usage that was legitimately consumed, together with any related fees we incur.

Raising a chargeback for usage that has actually been delivered may constitute a breach of the Terms & Conditions. Nothing in this Section limits your rights under the Consumer Protection Act, 2019 or other applicable law.

8. Service delivery

KairosAI is a digital software-as-a-service (SaaS) product delivered electronically over the internet. There is no physical product and no shipping. Access to the Service is activated immediately upon account creation and/or a successful wallet top-up, and chargeable usage is then available on demand. The platform is hosted on Amazon Web Services in the Mumbai (ap-south-1) region, with multi-tenant isolation enforced via PostgreSQL row-level security, secrets stored in AWS SSM / AES-GCM, and data encrypted in transit (TLS) and at rest. Because the Service is delivered immediately and on a metered prepaid basis, refunds are limited to the circumstances described in this Policy.

9. Governing law, jurisdiction and dispute resolution

This Policy is governed by and construed in accordance with the laws of India, including the Information Technology Act, 2000 and the DPDP Act, 2023. Subject to the arbitration provision below, the courts at Pune, Maharashtra shall have exclusive jurisdiction over any dispute arising out of or in connection with this Policy. Any arbitration shall be seated at Pune, Maharashtra, conducted in the English language, under the Arbitration and Conciliation Act, 1996.

10. Changes to this Policy

We may update this Policy from time to time to reflect changes in our Service, payment partners, or legal and regulatory requirements. The “Last updated” date above indicates when this Policy was last revised. Material changes will be communicated through the Service or by email, and your continued use of the Service after such changes take effect constitutes acceptance of the revised Policy.

11. Grievance Officer

In accordance with the Information Technology Act, 2000 and the DPDP Act, 2023, the Grievance / Contact Officer for KairosAI is Vishal Khandelwal, Founder, who can be reached at hello@trykairos.in. We aim to acknowledge and address grievances within the timelines prescribed under applicable Indian law.

12. Contact

For any questions about this Refund & Cancellation Policy, refunds, cancellations or billing, please contact us at hello@trykairos.in. Our registered office is: KAIROSAI TECHNOLOGIES PRIVATE LIMITED, Flat No. E-506, Pristine Allure, S.No. 20/2A, Vadgaon Sheri, Pune City, Pune – 411014, Maharashtra, India.