Cancellation & Refund Policy

This Cancellation and Refund Policy governs billing, payment terms, renewals, refunds and cancellation for the LayBuild AI Customer Support Platform ("the Service"). By subscribing to a paid plan you accept the terms below together with our Terms of Service.

All subscription plans, monthly or annual, are billed in advance of the service period. Fees for subscription access, seats, extra agent capacity and add-ons are non-refundable except as set out in Sections 3 and 5 of this policy or where applicable law requires a refund. We do not give prorated refunds or credits for mid-term downgrades or unused conversation allowance.

You can get a full refund of a subscription payment if both of these are true when you ask for it: • You request the refund within 7 days of the payment date. • Your workspace has used less than 10% of the plan's monthly AI conversation allowance in the billing period that payment covers. Once your workspace reaches 10% of that allowance, the payment is non-refundable, even if you are still inside the 7-day window. Every conversation started on the widget, WhatsApp or any other channel counts towards usage, whether or not an AI reply was sent. The 10% limit for each plan: • Starter: 30 of 300 monthly conversations • Pro: 50 of 500 monthly conversations • Premium: 120 of 1,200 monthly conversations Annual plans use the same monthly limit, counted from the start of the period the payment covers. Workspace owners and admins can see whether the latest payment is still refundable on the Billing page. To request a refund, email [email protected] from the workspace owner's address with the payment ID. Approved refunds go back to the original payment method through the processor that took the payment (PayU for customers in India, Stripe for customers outside India) within five to ten business days, and the workspace moves to inactive status when the refund is issued.

You may cancel your subscription at any time from your workspace billing settings. Cancelling stops future automatic billing straight away. Your workspace keeps all paid features until the end of the current paid period, then moves to inactive status with no further renewal charges. Cancelling does not by itself refund the current period; see Section 3.

If you believe an incorrect or duplicate transaction has occurred (for example a double charge, a charge after confirmed cancellation, or a payment processor error), tell our billing team within fourteen (14) days of the transaction at [email protected] or [email protected]. Once we confirm an administrative or gateway error, we refund the incorrect amount, or credit your account, to the original payment method within five to ten business days. Error refunds do not depend on usage.

Where a trial or promotional period is offered, no charges are made during the trial. If you do not cancel before the trial ends, your workspace converts to the selected paid plan and your payment method is charged under this policy. Cancelling before the trial ends means no charge.

Plan Upgrades: Upgrading your plan or adding seats takes effect immediately, and you are billed a prorated charge for the rest of the current billing cycle. A prorated upgrade charge follows Section 3, using the new plan's allowance. Plan Downgrades: Downgrading a plan or reducing seats takes effect at the start of the next billing cycle. A mid-cycle downgrade does not entitle the account to a refund or proration of fees already paid.

Please contact us before raising a payment dispute or chargeback with your bank. An unauthorised or fraudulent chargeback may lead to suspension of your workspace, and access to stored data may be paused until the dispute is resolved.

Payments from customers in India are processed by PayU, and payments from customers outside India are processed by Stripe. You enter card or bank details on the processor's checkout, and LayBuild AI does not store card numbers or banking credentials. Charges are invoiced in the currency paid: Indian Rupees (INR) through PayU, and US Dollars (USD) through Stripe. You are responsible for all applicable taxes, including GST, on your subscription.

LayBuild AI may amend this policy. When we make a material change, we update the "Last updated" date above and notify workspace administrators in the dashboard or by email. A change applies to payments made after it is published, not to payments made before it.

For billing questions, invoice requests, refund requests or help with cancellation, contact our billing team: Billing Support: [email protected] General Inquiries: [email protected] Address: LayBuild AI Platform, Billing Operations Department