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Refund & Cancellation Policy

Last updated: 20 July 2026

This policy outlines the refund and cancellation terms for OutreachAI, operated by Replova Labs Private Limited. All payments are processed through the Replov wallet system in Indian Rupees (INR).

1. Subscription Cancellation

1.1 How to Cancel

You may cancel your OutreachAI subscription at any time through the Settings page in your workspace, or by emailing support@replov.com with your workspace ID.

1.2 Effect of Cancellation

  • Your subscription will remain active until the end of the current billing period
  • After the period ends, your workspace will revert to the Pay-as-you-go plan
  • Your data (leads, campaigns, analytics) will be retained for 90 days after cancellation
  • Unused monthly quota does not carry forward and is not refundable

2. Replov Wallet Refunds

2.1 Wallet Top-up

The Replov wallet is a prepaid balance used for pay-as-you-go and over-quota charges. Wallet top-ups are generally non-refundable once credited, as they represent prepaid service credits.

2.2 When Refunds Are Issued

We will issue refunds to your Replov wallet (as credits) in the following cases:

  • Service failure: If a voice call, email, SMS, or WhatsApp message fails due to a platform error (not a carrier or recipient issue), the charge will be automatically credited back
  • Double billing: If you are charged twice for the same action due to a system error
  • Overcharge: If the billed amount exceeds the published rate for that action type
  • Feature unavailability: If a paid feature is unavailable for more than 48 continuous hours and you had active campaigns relying on it

2.3 Automatic Refunds

The platform automatically refunds your wallet in these cases:

  • Voice calls that fail to connect (no answer, busy, network error) — pre-authorized minutes are credited back
  • Voice calls where actual duration is less than pre-authorized — the difference is credited back
  • Bulk call jobs where contacts could not be reached — unused pre-authorized minutes are returned

2.4 Requesting a Wallet Refund

For refund requests not covered by automatic refunds, email support@replov.com with:

  • Your workspace ID
  • The transaction date and amount
  • Reason for refund request

We will respond within 5 business days.

3. Monetary Refunds

3.1 Eligibility

Refunds to your original payment method (bank account, UPI, card) are available only for:

  • Wallet top-ups made within the last 7 days where the balance has not been used
  • Annual subscription payments cancelled within 15 days of purchase, prorated for usage
  • Cases where we discontinue the service entirely

3.2 Processing Time

  • Wallet credit refunds: Instant (automatic) or within 24 hours (manual requests)
  • Monetary refunds to bank/UPI: 5–10 business days after approval
  • Card refunds: 7–14 business days depending on your bank

4. Non-Refundable Items

  • Successfully delivered emails, SMS, or WhatsApp messages
  • Completed voice calls (where connection was established)
  • Google Places search credits consumed for lead discovery
  • AI segmentation runs that completed successfully
  • Bulk call minutes where calls were connected, regardless of outcome
  • Unused monthly quota at the end of a billing period

5. Account Closure

If you close your OutreachAI workspace and have remaining Replov wallet balance, the balance remains in your Replov account and can be used for other Replov-deployed applications. Wallet balance refunds to your bank are subject to Section 3.

6. Disputes

If you disagree with a billing charge or refund decision, you may escalate to billing@replov.com. We aim to resolve all billing disputes within 15 business days.

7. Contact

  • Billing support: support@replov.com
  • Billing disputes: billing@replov.com
  • Entity: Replova Labs Private Limited, India