Cancellation & Refunds

• You can cancel a paid plan at any time. Cancelling stops all future charges.
• Your plan stays active until the end of the billing period you have already paid for.
• Payments already made are not refundable, including for partly used periods.
• Duplicate, wrong or unauthorised charges are refunded in full (section 6).

Every new workspace gets a 14-day free trial with the AI agent included. It needs no card and does not turn into a paid plan on its own: when it ends, chats go to your team until you choose a plan.

Because a paid plan is not refundable once charged, please use the trial to make sure SupportVia suits your website. If you are unsure whether a plan covers what you need, write to billing@supportvia.app before you pay.

• Plans are billed monthly or yearly, in advance, at the prices on our pricing page. The price shown at checkout is the price you pay.
• Businesses in India pay in Indian rupees, plus 18% GST, and get a GST invoice. Businesses elsewhere pay in US dollars.
• Payments are collected by our payment partner, Razorpay. Plans renew automatically at the end of each period, by card or UPI AutoPay mandate, until you cancel.
• Extra AI conversations past your plan’s monthly allowance are charged only if you turn them on, at your plan’s rate and up to the monthly cap you set.
• Moving to a higher plan charges the difference for the rest of the current period. Moving to a lower plan takes effect at the next renewal.

To cancel, the workspace’s owner writes to billing@supportvia.app from the email address they sign in with. We confirm the cancellation by email.

• Cancelling stops the plan from renewing. No further payments are taken.
• The plan stays active until the end of the period already paid for.
• After that, the workspace and its data stay, and chats go to your team, until you choose a plan again or delete the workspace.

Fees paid for SupportVia plans are not refundable. We do not give refunds, credits or pro-rated returns for:

• partly used billing periods, including where you cancel shortly after a renewal
• periods in which you used SupportVia less than expected, or not at all
• unused AI conversations, which do not carry over to the next month
• moving to a lower plan before the period ends
• workspaces suspended or closed for breaking our Terms of Service

A paid plan is delivered in full the moment you pay, and the free trial exists so that paying is never the first thing you try.

Your statutory rights: nothing in this policy limits a refund right you have under applicable law, including the Consumer Protection Act, 2019. Where the law requires a refund, we give one.

• Duplicate or wrong charges: if you were charged twice for the same period, or an amount different from the price at checkout, we refund the difference in full.
• Charges after cancelling: if a payment is taken after you cancelled, we refund it in full.
• Unauthorised payments: if a payment was made without your permission, tell us at once; we investigate and refund it where confirmed.
• A plan that never started: if your payment went through but your plan could not be activated, we refund it in full.

Approved refunds are started within 5 to 7 working days and go back to the original payment method through Razorpay; we cannot send them to another card, account or person. Your bank or card issuer may take a further 5 to 10 working days to show the refund.

• If we change a plan’s price, we email the workspace’s owner at least 30 days before the new price applies. If you don’t accept it, cancel before your next renewal.
• If a renewal payment fails, we email you and try again for 7 days. After that, the AI pauses and chats go to your team until the payment is made.

If we shut down SupportVia, or withdraw a paid plan, while you have one active, we refund the unused part of your current period on a pro-rated basis and give you time to export your data.

For any question about a cancellation, a refund or a charge, write to billing@supportvia.app or call +1 707-707-6330, with the payment’s date and amount and the workspace’s email address.

This policy is governed by the laws of India, and the courts at Ahmedabad, Gujarat have jurisdiction over any dispute arising from it.