Refund & Cancellation Policy

Last updated: 2 May 2026

Active Reach Intelligence LLP ("Active Reach", "we", "us", or "our") operates the Active Reach platform — a B2B SaaS service offered on subscription, usage, and prepaid-credit basis. This Refund & Cancellation Policy ("Policy") forms part of, and must be read alongside, our Master Service Agreement and Privacy Policy. By creating a workspace, purchasing a subscription, topping up credits, or otherwise paying for the Service, you acknowledge and accept this Policy.

1. No-Refund Scope

The following payments are non-refundable in all circumstances, save for verified billing errors covered under Section 5:

• Monthly and annual subscription fees
• Plan upgrade differentials and add-on module fees (including BYOM, Auto-Pilot for BYOM, premium support, and similar)
• Prepaid platform credits (including Aegis Credits) once they are loaded onto your wallet
• Setup, onboarding, configuration, training, and professional-services charges
• Communication usage already consumed across SMS, WhatsApp, RCS, Email, push, in-app, and any other supported channel
• Per-event, per-message, or per-API-call usage charges already metered against your workspace

2. Cancellation

You may cancel your subscription at any time from your workspace billing settings or by writing to [email protected].

• Upon cancellation, your subscription will not auto-renew at the next billing cycle.
• Your access to paid features continues until the end of the current paid billing period. We do not provide pro-rated refunds for the remainder of the period.
• Prepaid credits remain usable until your workspace is closed. Unused credits are not refundable to the original payment method and are not exchangeable for cash.
• You may revoke a pending cancellation at any time before the end of the current billing period, subject to the then-prevailing pricing and plan availability.

3. Free Trial

The 15-day free trial is offered at no charge. You will not be billed during the trial period. If you do not convert to a paid plan before the trial expires, your workspace will be downgraded or suspended automatically, and no charge will be raised. No refund or credit is owed in respect of any feature usage during the trial.

4. Ad Spend, Telecom & Third-Party Fees

Active Reach is a SaaS facilitator, not a media seller, telecom carrier, or payment gateway. Charges incurred on third-party platforms — including but not limited to Meta Ads, Google Ads, Razorpay, Stripe, DLT-registered telecom aggregators, the WhatsApp Business API, RCS aggregators, and SMS aggregators — are billed by those platforms (or passed through at cost) and are governed by their own refund, billing, and dispute policies.

Active Reach does not refund such third-party charges and is not liable for refunds owed by, or recoverable only from, those third parties. Where a third party issues a credit or refund to us on your behalf, we will pass the corresponding amount on to your platform wallet, less any non-recoverable processing fees.

5. Verified Billing Errors

We will refund payments that we verify to be the result of an error on our side, including:

• Duplicate charges raised against the same invoice on the same payment method
• Charges raised after a confirmed cancellation has taken effect
• Charges raised in excess of the amount contracted in your active plan
• System-error top-ups where credits were not, in fact, posted to your wallet

To raise a billing-error claim, email [email protected] within 7 days of the disputed charge, with the invoice number, transaction reference, payment-method last-four digits, and a description of the error. Verified errors will be refunded to the original payment method within 7–14 business days after verification, net of any non-recoverable payment-gateway fees.

6. Chargebacks

We expect customers to raise billing concerns with us first under Section 5. Initiating a chargeback or payment-network dispute without first contacting Active Reach may result in the immediate suspension of your workspace, withholding of platform-generated assets, and additional dispute-handling fees. Persistent or fraudulent chargeback activity may lead to permanent termination of your account and referral to the relevant payment networks.

7. Service Disruptions, Maintenance & Force Majeure

Subscription fees are not refundable on the basis of service disruptions, planned maintenance, beta-feature behaviour, or outages of upstream third-party services (including Meta, Google, telecom carriers, WhatsApp, payment gateways, cloud providers, and DNS providers). Where you have signed an enterprise Service Level Agreement, the service-credit remedies set out in that SLA are the sole and exclusive financial remedy for SLA breaches, in lieu of any refund.

8. Account Closure & Data Retention

Closing your workspace does not entitle you to a refund of any unused subscription period or unused prepaid credits. For details on what happens to your data on account closure, please refer to our Privacy Policy.

9. Statutory Rights

Nothing in this Policy is intended to limit any non-waivable consumer-protection right you may have under applicable law. Where mandatory law in your jurisdiction grants you a non-waivable right to a refund, that right will prevail to the extent legally required, and only after Active Reach has had a reasonable opportunity to remedy the underlying issue.

10. Taxes

All refunds processed under this Policy are net of applicable indirect taxes (including GST, VAT, or sales tax) that have already been remitted to the relevant tax authority and are not recoverable by us. Tax adjustments, where permitted, will be reflected in a revised tax invoice or credit note.

11. Changes to this Policy

We may update this Refund & Cancellation Policy from time to time. Material changes will be notified by posting the updated Policy on this page and updating the "Last updated" date above. Your continued use of the Service after a change takes effect constitutes acceptance of the updated Policy.

12. Contact Us

For questions about this Policy or to raise a billing-error claim, contact:

Active Reach Intelligence LLP
Registered Office: 512/5/B, Shri Suryakund, Mahapurush CHS, Gun Powder Lane, Mazgaon, Mumbai – 400010
LLPIN: ACV-1729
Billing: [email protected]
Support: [email protected]
Web: www.active-reach.ai