Refund & Billing Policy

1. Overview

This Refund and Billing Policy explains how Fedna Research LLP ("Fedna AI," "we," "us," or "our") handles payments, billing, refunds, and cancellations for our Service. This policy applies to all subscription plans and usage-based charges.

By subscribing to the Service, you agree to this Refund and Billing Policy and authorize us to charge your payment method according to the terms specified.

2. Subscription Plans and Billing

2.1 Available Plans

We offer multiple subscription tiers with different features and pricing. Plan details, features, and pricing are displayed on our pricing page and in your account dashboard.

2.2 Billing Cycles

Subscription fees are billed on a recurring basis:

• Monthly Plans: Billed every 30 days from your subscription start date
• Annual Plans: Billed every 365 days from your subscription start date with a discount compared to monthly billing

Your billing cycle starts on the date you first subscribe and renews automatically unless you cancel before the next billing date.

2.3 Payment Methods

We accept the following payment methods:

• Credit cards (Visa, Mastercard, American Express, Discover)
• Debit cards
• Other payment methods as supported by our payment processor (Stripe)

All payment processing is handled securely by our third-party payment processor. We do not store your complete payment card details on our servers.

2.4 Automatic Renewal

Your subscription will automatically renew at the end of each billing cycle unless you cancel before the renewal date. By subscribing, you authorize us to charge your payment method automatically at the start of each billing cycle.

We will send you a reminder email before each renewal. It is your responsibility to ensure your payment method is valid and has sufficient funds.

2.5 Free Trials

We may offer free trial periods for new customers. When you sign up for a free trial:

• You must provide a valid payment method
• You will not be charged during the trial period
• After the trial ends, your payment method will be automatically charged unless you cancel before the trial expires
• You can cancel anytime during the trial period without being charged
• Free trials are limited to one per customer and cannot be combined with other promotions

3. Usage-Based Charges

3.1 Metered Services

In addition to subscription fees, you may incur usage-based charges for:

• AI Model Usage: Charges based on tokens processed by AI models (LLM, embeddings)
• Voice Services: Speech-to-text (STT), text-to-speech (TTS), and telephony minutes
• Messaging: WhatsApp messages, SMS costs beyond included allowances
• Storage: File storage beyond included allowances
• Email Services: Transactional and campaign emails beyond included allowances

3.2 Usage Billing

Usage-based charges are:

• Calculated based on actual usage during your billing cycle
• Charged at the end of each billing cycle along with your subscription fee
• Displayed in your account dashboard with real-time usage tracking
• Subject to rate limits to prevent unexpectedly high charges

You can view current usage rates on your account billing page. We reserve the right to adjust usage rates with 30 days' notice.

3.3 Usage Alerts

We provide usage alerts to help you monitor costs:

• Email notifications when you reach 50%, 80%, and 100% of your usage budget
• Real-time usage dashboard showing current month's usage
• Optional spending caps to limit maximum monthly usage charges

4. Taxes and Additional Fees

4.1 Taxes

All prices are exclusive of applicable taxes unless otherwise stated. You are responsible for paying all applicable taxes, including:

• Goods and Services Tax (GST) for Indian customers
• Value Added Tax (VAT) for European Union customers
• Sales tax for customers in applicable jurisdictions
• Any other applicable local, state, or national taxes

Tax amounts will be calculated and added to your invoice based on your billing address. If you are a business with a valid tax exemption certificate, please contact us to update your account.

4.2 Currency and Conversion

Prices are displayed in Indian Rupees (INR) or US Dollars (USD) depending on your location. If your payment method is in a different currency, your bank or payment provider may charge currency conversion fees.

5. Plan Changes and Upgrades

5.1 Upgrading Your Plan

You can upgrade to a higher-tier plan at any time:

• Upgrades take effect immediately
• You will be charged the prorated difference for the remainder of your current billing cycle
• Your next billing date remains the same
• All features of the new plan become available immediately

5.2 Downgrading Your Plan

You can downgrade to a lower-tier plan:

• Downgrades take effect at the end of your current billing cycle
• You continue to have access to your current plan features until the end of the billing period
• No refunds or credits are provided for unused time on your current plan
• If your usage exceeds the limits of the new plan, you may need to reduce usage before downgrading

5.3 Switching Billing Cycles

You can switch between monthly and annual billing:

• Switching from monthly to annual billing: You will be charged the annual rate immediately, and any remaining credit from your monthly subscription will be applied
• Switching from annual to monthly billing: The change takes effect at the end of your current annual period. No refunds are provided for unused annual subscription time

6. Cancellation Policy

6.1 How to Cancel

You can cancel your subscription at any time through:

• Your account settings dashboard
• Contacting our support team at support@fedna.ai

6.2 Cancellation Effective Date

When you cancel your subscription:

• Your cancellation takes effect at the end of your current billing cycle
• You will continue to have access to all features until the end of the paid period
• You will not be charged for subsequent billing cycles
• Your data will be retained for 30 days after cancellation, after which it may be permanently deleted

6.3 Immediate Cancellation

If you wish to cancel immediately without waiting for the end of your billing cycle, you may request account deletion. In this case:

• Your access will be terminated immediately
• No refunds will be provided for the unused portion of your subscription
• Your data will be permanently deleted within 30 days

7. Refund Policy

7.1 General Refund Policy

Subscription fees are non-refundable except as described below or as required by applicable law. This includes:

• Partial month or year subscription fees
• Subscription fees paid in advance
• Upgrade or plan change fees
• Usage-based charges

7.2 14-Day Money-Back Guarantee (New Customers Only)

If you are a new customer subscribing to a paid plan for the first time, you may request a full refund within 14 days of your initial payment if:

• This is your first subscription to Fedna AI
• You request the refund within 14 calendar days of your initial payment
• You contact us at billing@fedna.ai with your refund request

This money-back guarantee:

• Applies only to subscription fees, not usage-based charges
• Is limited to one refund per customer
• Does not apply to renewals or subsequent subscriptions
• Requires you to stop using the Service upon refund

7.3 Service Outage Refunds

If the Service experiences extended downtime that violates our Service Level Agreement (SLA), you may be eligible for service credits or refunds as specified in the SLA section of our Terms of Service.

7.4 Exceptional Circumstances

We may, at our sole discretion, issue refunds in exceptional circumstances such as:

• Billing errors or duplicate charges
• Fraudulent charges on your account
• Service failures or bugs that prevent you from using the Service
• Other circumstances we deem appropriate

To request a refund, contact billing@fedna.ai with your account details and reason for the refund request.

7.5 Refund Processing

Approved refunds will be:

• Processed within 7-10 business days of approval
• Issued to the original payment method
• Subject to payment processor fees (which are non-refundable)

The time it takes for refunds to appear in your account depends on your bank or payment provider and may take 5-10 business days after we process the refund.

8. Payment Failures and Account Suspension

8.1 Failed Payments

If your payment fails:

• We will attempt to charge your payment method up to 3 times over 7 days
• You will receive email notifications for each failed attempt
• You should update your payment method in your account settings
• If all retry attempts fail, your account will be suspended

8.2 Account Suspension

If payment cannot be processed:

• Your account will be suspended and access to the Service will be restricted
• Your data will be retained for 30 days
• You can reactivate your account by updating payment information and paying outstanding balances
• After 30 days of suspension, your account and data may be permanently deleted

8.3 Past Due Accounts

If your account has outstanding charges:

• You remain responsible for all unpaid fees and charges
• We may engage collection agencies to recover past due amounts
• You will be responsible for all reasonable costs of collection, including attorney fees
• Late payment fees of 1.5% per month (18% per annum) may be applied to past due balances

9. Disputes and Chargebacks

9.1 Billing Disputes

If you believe you have been incorrectly charged:

• Contact us immediately at billing@fedna.ai
• Provide details of the disputed charge (date, amount, reason)
• We will investigate and respond within 5 business days
• If the dispute is valid, we will issue a refund or credit

9.2 Chargebacks

If you initiate a chargeback or payment dispute with your bank or payment provider without first contacting us:

• Your account will be immediately suspended
• You may be permanently banned from using the Service
• You will be responsible for all chargeback fees (typically $25-$50 per chargeback)
• We reserve the right to contest chargebacks we believe are illegitimate

We strongly encourage you to contact us directly before initiating a chargeback so we can resolve the issue amicably.

10. Price Changes

10.1 Subscription Price Changes

We reserve the right to change our subscription prices at any time. When we change prices:

• We will provide at least 30 days' notice before the change takes effect
• Price changes apply to subsequent billing cycles, not your current cycle
• You will have the opportunity to cancel before the new prices take effect
• Continuing to use the Service after the effective date constitutes acceptance of the new prices

10.2 Annual Plan Price Protection

If you subscribe to an annual plan, your price is locked for the duration of your annual term. Price increases will not apply until your next annual renewal.

10.3 Usage Rate Changes

Usage-based pricing rates may change with 30 days' notice. We will notify you of any rate changes via email and in your account dashboard.

11. Invoices and Receipts

11.1 Invoice Delivery

After each successful payment:

• An invoice will be automatically generated
• The invoice will be emailed to your account email address
• Invoices are available for download in your account dashboard
• Invoices include a detailed breakdown of charges

11.2 Invoice Details

Each invoice includes:

• Invoice number and date
• Billing period
• Subscription plan and fees
• Usage-based charges with detailed breakdown
• Applicable taxes
• Total amount charged
• Payment method used

11.3 Historical Invoices

You can access all past invoices in your account billing section. We retain invoice history for at least 7 years for tax and accounting purposes.

12. Enterprise and Custom Billing

12.1 Custom Billing Arrangements

Enterprise customers may be eligible for:

• Custom billing terms and payment schedules
• Invoice-based billing with NET-30 or NET-60 payment terms
• Purchase orders and vendor registration
• Multi-year commitments with discounted pricing
• Dedicated account management and support

Contact our sales team at sales@fedna.ai to discuss custom billing arrangements.

12.2 Volume Discounts

Volume discounts may be available for:

• Annual prepayment
• Multiple user seats
• High usage volumes
• Multi-year commitments

13. Contact Information

For billing and payment questions, please contact: