Refund Policy

EchoLeads Refund Policy

Thank you for choosing EchoLeads for your AI-powered customer engagement solutions. We strive to provide exceptional service and value to all our customers. This refund policy outlines the terms and conditions regarding refunds for our products and services.

1. Subscription Services

EchoLeads operates primarily on a subscription-based model for our AI Agents and related services. By understanding our refund policy, you can make informed decisions about your purchase:

• All subscription plans are billed at the beginning of each billing cycle (monthly or annually).
• For monthly subscriptions, we offer a 7-day money-back guarantee from the date of initial purchase if you are not satisfied with our services.
• For annual subscriptions, we offer a 14-day money-back guarantee from the date of initial purchase.
• Refund requests must be submitted in writing to our customer support team within the applicable guarantee period.
• After the money-back guarantee period has expired, subscriptions are non-refundable for the remainder of the billing cycle.
• The money-back guarantee applies only to first-time purchases and not to subscription renewals.

2. Pro-rated Refunds

If you cancel your subscription after the money-back guarantee period:

• Monthly subscriptions: No pro-rated refunds will be issued for the remaining days in the billing cycle.
• Annual subscriptions: At our discretion, we may offer a pro-rated refund for the unused months remaining in your annual subscription, less a 15% administrative fee.
• Pro-rated refunds for annual subscriptions are calculated based on the standard monthly rate, not the discounted annual rate.
• Any promotional discounts or credits applied to your subscription will be deducted from any potential refund amount.

3. Custom Implementation Services

For custom implementation services, API integrations, or enterprise solutions:

• A 50% non-refundable deposit is required before work begins.
• The remaining balance is due upon completion of the agreed-upon deliverables.
• If you cancel custom services after work has begun but before completion, you will be billed for the percentage of work completed, with a minimum charge of 50% of the total project cost.
• Completed custom implementations are non-refundable.
• Any changes to project scope after the initial agreement may require additional fees and may affect refund eligibility.

4. Technical Issues

If you experience technical issues with our AI Agents or platform:

• Our technical support team will work diligently to resolve any issues you encounter with our services.
• If we are unable to resolve critical functionality issues within 72 hours of receiving your detailed support request, you may be eligible for a partial or full refund at our discretion.
• Technical issues must be reproducible and verified by our support team to qualify for a refund consideration.
• Issues caused by third-party integrations, user configuration errors, or incompatibilities with your existing systems may not qualify for refunds.
• We may offer service credits as an alternative to refunds for temporary technical issues.

5. Service Availability

EchoLeads strives to maintain 99.9% uptime for our services:

• In the event of extended service outages (exceeding 8 consecutive hours), we may offer service credits or partial refunds proportional to the duration of the outage.
• Scheduled maintenance windows, which will be announced at least 48 hours in advance, are excluded from uptime calculations.
• Refund or credit eligibility for service outages is limited to the affected portion of the service.
• Outages attributable to force majeure events (natural disasters, widespread internet outages, etc.) are not eligible for refunds.

6. How to Request a Refund

To request a refund, please follow these steps:

• Submit your refund request to sales@deepvox.ai with the subject line "Refund Request".
• Include your account details, subscription information, and the reason for your refund request.
• Our customer support team will review your request and respond within 2 business days.
• If approved, refunds will be processed using the original payment method within 5-10 business days.
• For credit card payments, refunds may take an additional 5-7 business days to appear on your statement, depending on your financial institution.
• For bank transfers or wire payments, additional banking information may be required to process your refund.

7. Exceptions and Non-Refundable Items

The following circumstances are not eligible for refunds:

• Misuse of our services or violation of our Terms of Service.
• Changes in business requirements or strategy after purchase.
• Lack of usage of the purchased services.
• Incompatibility with third-party software or services not explicitly stated as compatible in our documentation.
• Services already consumed (such as API calls already made, messages already sent, etc.).
• Additional storage or overages beyond your subscription plan limits.
• Cancellation after utilizing significant portions of the service resources.
• One-time setup fees, implementation services, or training sessions that have already been delivered.

8. Enterprise Agreements

For Enterprise customers with custom contracts:

• Refund terms specified in your enterprise agreement or Master Service Agreement (MSA) supersede this general refund policy.
• Enterprise customers should refer to their specific contract terms or contact their designated account manager for refund inquiries.
• Service Level Agreements (SLAs) for enterprise customers may provide additional remedies beyond this refund policy.

9. Contact Us

If you have any questions about our refund policy, please contact our customer support team:

Email: sales@deepvox.ai
Phone: +91 9000935106

Last updated: May 7, 2025