Refund & Cancellation Policy

This Commercial Refund and Cancellation Policy ("Policy") establishes the formal terms, conditions, procedures, and financial settlement schedules governing software subscription cancellations, prepaid wallet balance reimbursements, and telecommunications usage billing for services rendered by PropelRoot AI ("Company", "we", "us", or "our"). This Policy forms an integral part of our Terms of Service and applies to all commercial transactions executed through the Platform.

1. Recurring Platform Subscription Cancellations

Customer maintains the unilateral right to cancel, pause, or downgrade their PropelRoot AI software subscription tier at any time:

• Self-Service Cancellation Protocol: Customer may terminate recurring subscription renewals directly via the authenticated customer application portal under Settings > Billing & Wallet.
• Written Cancellation Protocol: Customer may alternatively transmit a formal written cancellation notice from Customer's registered administrative email address to [email protected] (with a copy to [email protected]).
• Effective Date of Cancellation: Cancellation of a recurring subscription plan takes effect at the conclusion of the current prepaid billing cycle. Customer retains uninterrupted platform access and feature availability through the remainder of that paid cycle. Following expiration of the active billing period, no further automated recurring renewal charges will be initiated.
• Absence of Termination Penalties: PropelRoot AI does not assess early termination penalties, cancellation fees, or account deactivation administrative surcharges.

2. Prepaid Usage Wallet Balances and Real-Time Deductions

PropelRoot AI operates on a real-time prepaid wallet framework for telephony, speech AI inference, and carrier communications:

• Unconsumed Wallet Funds (100% Refundable): If Customer adds funds to their Pre-Funded Wallet and elects not to utilize the Platform, Customer may request a 100% monetary refund of the remaining, unconsumed, and unallocated wallet balance. To qualify under this guarantee, written notice must be submitted within fourteen (14) calendar days of the specific wallet funding transaction date.
• Consumed Telecommunications Airtime (Non-Refundable): Any funds that have been debited from Customer's wallet for connected PSTN voice telephone minutes, outbound/inbound SMS or MMS dispatches, A2P 10DLC brand or campaign submission fees, or active telephone number rentals are strictly non-refundable. Telecommunications carriers, network operators, and regulatory registries bill for network airtime, switching, and routing instantaneously upon call connection or packet transmission, and such carrier costs cannot be reversed or reclaimed once consumed.
• Promotional Grants and Demo Allowances: Promotional credits, courtesy demo minutes, non-cash trial grants, or referral incentives provided by PropelRoot AI hold zero cash surrender value and are not convertible into monetary refunds.

3. Technical Errors, Service Interruptions, and Platform Credits

PropelRoot AI warrants carrier-grade architectural reliability. In the event of a platform-side defect or infrastructure outage:

• If an internal software defect, algorithmic failure, or verified platform outage causes erroneous wallet deductions, defective call routing, or failed message dispatches, Customer must transmit a written incident report within forty-eight (48) hours of the incident occurrence.
• The incident report should specify affected session Call Detail Records (CDRs), call SIDs, or message identifiers.
• Upon technical corroboration from our telemetry and carrier logs, PropelRoot AI will promptly issue a full credit equal to the miscalculated or affected usage monetary amount directly back into Customer's Pre-Funded Wallet.

4. Formal Refund Submission Protocol

To request a refund of an eligible, unconsumed wallet balance, Customer must submit a formal written notice conforming to the following requirements:

1. Transmit an electronic notice from the primary registered account email address to: [email protected] (with a copy to [email protected]).
2. Specify the Corporate Customer Name and Authenticated Dashboard User ID.
3. Provide the Payment Processor Transaction Reference ID / Order ID (as documented on the electronic receipt issued by Razorpay).
4. State the specific unconsumed dollar amount requested and provide a brief statement of the grounds for the refund.

5. Adjudication and Financial Settlement Timelines

Following receipt of a valid refund application conforming to Section 4:

• Administrative Review: Our billing and compliance division will inspect the account ledger, verify unconsumed funds, and confirm eligibility within twenty-four (24) to forty-eight (48) business hours.
• Payment Gateway Execution: Upon written approval, the refund transaction is immediately submitted through our PCI-DSS Level 1 certified payment gateway (Razorpay).
• Banking Institution Settlement: The refunded funds will be credited back to Customer's original payment source (Credit Card, Debit Card, Net Banking, or UPI). Bank clearing cycles typically require five (5) to seven (7) business days to reflect on Customer's commercial bank statement, depending upon Customer's issuing financial institution.

6. Anti-Chargeback Covenant and Dispute Resolution

Customer agrees that in the event of any billing discrepancy, invoice inquiry, or transaction dispute, Customer shall first notify PropelRoot AI in writing at [email protected] and allow a minimum of fourteen (14) business days for amicable administrative resolution prior to initiating a dispute or chargeback with Customer's issuing bank or credit card company. Customer acknowledges that filing a fraudulent or unilateral chargeback without prior written notification constitutes a material breach of the Terms of Service and may result in immediate suspension or termination of Customer's workspace and referral of delinquent balances to commercial collections.

7. Designated Billing and Financial Notice Channel

For all billing correspondence, payment receipts, refund applications, or tax invoicing requests, please contact our financial division:

Corporate Brand / Entity: PropelRoot AI

Legal Operating Entity: PropelRoot (Guru Praneeth Kumar)

Registered Physical Address: 18-1-337 67 Arundathi Colony Uppugu, Hyderabad, Telangana 500053, India

Direct Billing Desk: [email protected]

General Support Desk: [email protected]

Corporate Support Directory: https://propelroot.tech/contact