Refund & Cancellation Policy

Effective date: 10 September 2026 · Part of the Terms of Service of Vistraal Private Limited ("Naadham").

1. The model

Naadham is sold as a subscription. You choose a plan and a billing term — monthly or yearly — and pay for that term in advance. Each plan includes a bundle of voice minutes and conversations for each billing month; those included minutes reset at the start of every billing month and do not carry over. There is no setup fee, and every new account starts with free trial minutes as we may decide from time to time.

Optionally, you can switch on extra usage so calls keep working after your included minutes run out. Extra usage only ever happens if you enable it and set your own spending limit, it is charged at the rate for your plan, it stops automatically once your limit is reached, and it is valid only until the end of your current plan term. Our metering is authoritative absent manifest error.

2. What is refundable

• Failed or duplicate payments: refunded in full, automatically where our payment processor detects them, otherwise within 7 business days of a verified report from your registered account email.
• Amount charged but the plan not activated (or its minutes not granted): we activate the plan or refund in full — at our election after review.
• A new or renewed subscription charged in the last 7 days, where the Services materially failed to work for your account for reasons solely attributable to Naadham and our team could not reasonably resolve it after you reported it promptly: refunded pro-rata on approved request for the unused remainder of that term.
• Service discontinuation by us: pro-rata refund of the unused remainder of your paid term only when we discontinue the Services entirely for your account (Terms §15).

All refund requests are subject to verification. Approval is at Naadham's reasonable discretion within this policy. Nothing here creates a cash value for unused minutes.

3. What is not refundable

• Minutes already consumed by calls/messages.
• Included minutes left unused at the end of a billing month (they reset and do not carry over).
• The remainder of a paid term outside the limited cases in §2 — your plan simply stays active until the end of the term you paid for.
• Free, trial or promotional minutes (no cash value).
• Extra usage you authorised and we delivered, within the spending limit you set.
• Charges arising from your own configuration, content, staff use, carrier/network issues, third-party AI or telephony outages, or misuse.
• Change of mind, slow adoption, staffing changes, or dissatisfaction with AI quality or latency that does not meet the §2 material-failure standard.

4. Cancellation

You can cancel at any time and there is no lock-in: cancelling stops the next renewal, and your plan stays active until the end of the term you have already paid for. We do not charge a cancellation fee, and cancelling does not by itself create a refund right beyond §2. You can also delete your account (and your data, per the Privacy Policy) from the console at any time.

5. How to raise a billing issue

Email [email protected] from your registered account email with the payment reference (order id / UPI or card reference) within 30 days of the charge. We acknowledge within 2 business days and aim to resolve within 7. Approved refunds are issued to the original payment method and typically appear in 5–10 business days depending on your bank. Late, incomplete or unverifiable requests may be declined. Nothing in this policy limits statutory rights that apply to you and cannot be waived.

6. Changes to this policy

We may change this Refund & Cancellation Policy at any time, including without prior or individual notice to users. The current version is the one posted on this page with its effective date. It is your responsibility to review this page periodically. Changes take effect when posted (or on any later effective date stated here). Continued access to or use of the Services after a revised policy is posted constitutes acceptance. Where a mandatory law that cannot be waived requires a specific form of notice, we will comply with that law only to the minimum extent required.