Refund Policy

CosmoOps (OPC) Private Limited ("CosmoOps", "we", "us") provides cloud-based business communication, telephony management, and KYB verification services ("Platform"). Access to the Platform is provided on a subscription basis under various tiers (e.g. Starter, Pro, Enterprise) on monthly or annual billing cycles.

All fees listed on our website or order forms are expressed in Indian Rupees (INR) and are exclusive of applicable Goods and Services Tax (GST) unless explicitly stated otherwise.

New customers subscribing to eligible subscription plans (such as the Starter Plan) may receive a 1-Month Free Trial:

• No subscription charges will be debited during the valid free trial period.
• You may cancel your trial at any time prior to the trial expiration date without incurring subscription fees.
• If you do not cancel before the free trial period ends, your account will automatically transition into a paid subscription and your registered payment method will be charged for the chosen billing cycle.

Monthly subscription fees are billed in advance at the start of each monthly billing cycle:

• Cancellation: You may cancel your monthly subscription at any time through your account settings or by contacting billing@cosmoops.com. Upon cancellation, your subscription will remain active until the end of the current billing month, and no further monthly charges will apply.
• Partial Month Refunds: Monthly subscription fees are non-refundable for partial months of service, except in cases of billing errors, duplicate charges, or verified platform service failures as described in Section 6.

Annual subscriptions offer a discounted rate and are billed in advance for a 12-month period:

• 14-Day Refund Window: If you cancel an annual subscription within 14 calendar days of your initial purchase or annual renewal date, you are eligible for a full refund of the annual subscription fee, minus any consumed telephony credits or usage charges incurred during those 14 days.
• Cancellations After 14 Days: Cancellations submitted after 14 calendar days from purchase or renewal are non-refundable. Your account will retain full access to the Platform until the end of the paid annual term.

Certain services on the Platform (such as call routing, SMS transmission, and phone number provisioning via telephony providers like Plivo) may involve pre-paid credits or usage-based billing:

• Consumed Credits: Telephony credits that have been consumed for completed calls, sent messages, or allocated phone numbers are non-refundable under any circumstances.
• Unconsumed Pre-paid Balances: If you close your CosmoOps account with an unconsumed pre-paid credit balance, you may request a refund of the remaining unconsumed balance within 30 days of account closure. Refund of pre-paid balances will be subject to a nominal payment gateway processing fee (up to 3%).

We strive for 100% billing accuracy and high platform reliability:

• Billing Errors: If you believe you were incorrectly charged, double-billed, or billed after an authorized cancellation request, please notify us within 30 days of the transaction. Confirmed billing errors will be fully refunded to your original payment method.
• Service Outages / SLA Failures: In the event of severe, unscheduled platform downtime caused directly by CosmoOps infrastructure failures (excluding scheduled maintenance or third-party telecom carrier outages), you may be eligible for service credits or pro-rated refunds upon verification by our technical team.

Refunds will not be issued in the following circumstances:

• Account termination or suspension resulting from a material breach of our Terms of Service, including sending unsolicited commercial communications (spam), violation of TRAI/DLT regulations, or fraudulent KYB document submissions.
• Change of mind after the 14-day annual refund window or after substantial utilization of Platform services.
• Failure to cancel a free trial before automatic renewal occurs, unless reported as an inadvertent renewal within 48 hours of billing.

To submit a refund request, please send an email to billing@cosmoops.com (or support@cosmoops.com) with the following details:

1. Registered Account Email and Organisation Name.
2. Invoice Number, Transaction ID, and Transaction Date.
3. Detailed reason for requesting a refund.
4. Any supporting screenshots or correspondence (if applicable).

Processing Timeline: Our billing team will acknowledge your request within 48 business hours. Approved refunds will be credited back to your original payment method within 7 to 10 business days, depending on your bank or payment gateway processing times.

If your billing inquiry or refund request is not resolved to your satisfaction through our support team, you may escalate the matter to our Grievance Officer in accordance with our Grievance Redressal Mechanism:

Billing Support: billing@cosmoops.com
Grievance Email: grievance@cosmoops.com