LEGAL

Refund & Cancellation Policy

KairosAI Technologies Private Limited · Last updated 13 July 2026 · Effective date: 30 June 2026

This Refund & Cancellation Policy (the “Policy”) explains how billing, refunds and cancellations work for KairosAI, the AI workforce 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, Instagram, 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, our payment partner.

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, Instagram, 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.
  • Monthly minimum (pay-as-you-go only). Accounts without an active subscription are subject to a minimum charge of ₹999 in any calendar month in which the Service is used, debited from your wallet. Months with no usage are not charged.
  • 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 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. Unused wallet balance (closed prepaid wallet)

Your wallet is a closed, prepaid account. Any amount you top up is added as service credit that can be used only to pay for your usage of the KairosAI Service. It cannot be withdrawn as cash or transferred to a bank account, card or any third party. Accordingly, the unused (unconsumed) balance in your wallet is non-refundable.

  • Top-up amounts are held only as spendable service credit, not as refundable cash and remain available to be spent on metered usage.
  • We do not refund unused balance to your bank, card or original payment method and we do not pay interest on any balance held in your wallet.
  • This does not affect the reversal of failed or duplicate charges (Section 6), or any refund we are specifically required to make under applicable law.

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.
  • Because the wallet is a closed prepaid account, any unused balance at the time of closure is not refundable (see Section 4).
  • 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 (DPDPA). Certain records may be retained where required by law.

6. Failed, duplicate and erroneous payments

If a top-up fails at the payment gateway but an amount is debited from your account, that amount is not captured by us and is reversed to you by your bank or our payment processor under their standard timelines (typically within 5 to 7 business days). Every successful top-up is credited to your wallet exactly once: each payment is matched to its unique payment reference, so a repeated or retried confirmation can never add the same amount to your balance twice. If your card is genuinely charged more than once for the same top-up, the surplus charge is reversed through our payment processor to your original payment method.

If a payment succeeds but the matching wallet credit does not appear, an automated reconciliation process runs regularly and credits any missed top-up on its own. If the credit still does not appear, contact billing@trykairos.in with the transaction reference and we will investigate.

7. Chargebacks and payment disputes

We encourage you to contact us first at billing@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 our payment processor, 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 cloud infrastructure in the Mumbai region, with multi-tenant isolation enforced by carrying a tenant identifier on every record and scoping every request to a single tenant at the application layer (PostgreSQL row-level security is enforced at the database on a least-privilege role that cannot bypass it), secrets stored in a managed secrets store / 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 DPDPA. 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 DPDPA, the Grievance / Contact Officer for KairosAI is Vishal Khandelwal, Founder, who can be reached at grievance@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 billing@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.