Refund and Cancellation Policy

This policy applies to

• Adya subscription plans billed monthly or annually;
• Prepaid Adya credits or wallet top-ups purchased from Adya;
• One-time add-ons or feature purchases from Adya.

This policy does not cover

• Fees payable to Third-Party Service providers, including Connected Model token/inference charges (e.g., Anthropic, OpenAI), Connector or integration provider fees, or subscriptions with any third party you connect through Adya — those are billed and refunded (if at all) by the respective provider under your agreement with them;
• Enterprise agreements with custom refund or termination terms in a signed order form, master services agreement, or SLA — those terms prevail;
• Chargebacks or disputes raised directly with your card issuer or bank, which follow the issuer's or Razorpay's dispute process.

Self-service cancellation

You can cancel your subscription at any time from your Adya account settings. Cancellation takes effect at the end of your current billing period unless you request an earlier effective date. You retain full access to your paid features until then.

Cancellation by request

If self-service cancellation is not available for your plan (for example, enterprise or custom plans), email sopl.finance2023@gmail.com from the email address on your account. We will confirm the cancellation and effective date within 2 business days.

What happens on cancellation

• Auto-renewal is disabled and no further charges are made;
• Your access continues in full through the end of the period you have already paid for;
• No refund is issued for the unused portion of the paid period. The subscription fee covers the entire billing period; cancelling early does not entitle you to a refund for the days you choose not to use.
• You can export your Customer Content during the paid period and, where offered, during a grace window afterwards;
• Data retention and deletion follow the Privacy Policy and DPA.

Subscriptions — non-refundable, no pro-ration

Adya subscription fees are payable in advance for the full billing period (monthly or annual). The fee entitles you to use the Services throughout that period. If you cancel or downgrade during a paid period, no refund is issued for the unused portion, and Adya does not pro-rate the fee for days you choose not to use.

This applies to both monthly and annual subscriptions, and applies whether cancellation is initiated by you or triggered automatically by non-renewal.

Discretionary goodwill refunds

Adya may, entirely at its discretion, offer a partial or full refund of a subscription fee where you raise a genuine exceptional circumstance promptly (for example, a duplicate subscription created by a billing error, or a serious service-quality issue on Adya's side that could not be resolved). Any such refund is a one-time accommodation, is not an admission of liability, and does not create an entitlement or precedent for future requests. Requests must be raised within 7 days of the charge or the incident, whichever is later.

Prepaid Adya credits

Prepaid Adya credits or wallet top-ups are refundable only for the unused balance at the time of your refund request, and only where the credits have not expired. Consumed credits are not refundable in any circumstance, including where you did not achieve your intended outcome, since the underlying platform resources were provisioned and consumed on your behalf.

One-time purchases and add-ons

One-time purchases (such as add-ons or feature unlocks) are non-refundable once activated, except where required by law or where Adya's written offer states otherwise.

Duplicate and failed charges

Where you are charged more than once for the same transaction, or where a payment fails but your account was debited, Adya will refund the duplicate or failed amount without requiring an application under section 4. See section 7.

Refunds tied to Adya's own failures

If a written service-level agreement (SLA) is in place between you and Adya, service credits or refunds for platform downtime or failures are governed by the SLA. In the absence of a written SLA, the Services are provided on an "as available" basis (see the Terms of Service), and downtime does not automatically qualify for a refund. Section 3.2 (discretionary goodwill) may apply.

Refunds tied to Third-Party Services

Adya does not refund charges arising from Third-Party Services (Connected Models, Connectors, or other external systems) whether or not a Third-Party Service failed, went down, changed its terms, or produced unexpected output. Those charges are between you and the respective provider. This applies whether the credentials used were Customer Credentials or Adya-Provided Credentials.

When refunds are not available

Refunds are not available in the following cases:

• The unused portion of a paid monthly or annual subscription period;
• Consumed or expired Adya credits;
• Third-Party Service costs (including LLM tokens and connector fees);
• One-time purchases that have been activated or consumed;
• Accounts terminated by Adya for breach of the Terms of Service or the Acceptable Use Policy;
• Requests raised more than 7 days after the charge or incident, in the case of discretionary goodwill refunds under section 3.2;
• Requests raised more than 30 days after the charge, in the case of duplicate or failed-transaction refunds under sections 3.5 and 7, except where a longer period is required by law.

What Adya controls, and what it doesn't

Adya controls how quickly a refund is approved and initiated in Razorpay. Once initiated, the money moves through Razorpay and your bank's systems, which have their own settlement cycles.

The refund journey

Adya's commitment

Where a refund is approved, Adya will initiate the refund in Razorpay within 3 business days of approval. This is what Adya controls, and this is what we commit to.

Settlement to your account

After Adya initiates the refund, the time it takes to appear in your account depends on your payment method and issuing bank. Razorpay's standard timelines apply:

• UPI, wallets, and eligible cards (Instant Refunds): typically within 24 hours;
• Cards, net banking (Normal Refunds): 5–7 working days for domestic transactions;
• International cards: typically 10–14 working days, depending on the issuing bank and cross-border settlement cycles.

If the refund is delayed

If more than 10 working days have passed since Adya initiated the refund and you still have not received it, please contact sopl.finance2023@gmail.com with your Razorpay Payment ID and the refund reference we shared. We will trace the refund with Razorpay and, where required, escalate to your issuing bank.

RBI compliance. Where a refund initiated through the payment gateway is delayed beyond the standard settlement timelines applicable to your payment method, any interest compensation required under Reserve Bank of India guidelines will be honoured in accordance with those guidelines.

Same source, same currency

Refunds are returned to the original payment method used for the transaction, in the original currency. We do not refund to a different card, bank account, wallet, or payee — this is a Razorpay and card-network requirement designed to prevent fraud.

If the original method is unavailable

If your original card is closed, expired, or your bank account is no longer active, the refund may still be sent to that method and released to you by your bank under its own procedures. In rare cases where the refund cannot be delivered by your bank, we will work with you and Razorpay on an alternative permitted by applicable rules.

Taxes and fees

Applicable taxes (including GST) are refunded proportionately with the refund amount. Razorpay's payment-processing fees are Adya's cost and do not affect the refund you receive.

Refunds against invoices

Where a refund is issued after an invoice was raised, Adya will issue a credit note or adjusted invoice as required under Indian GST rules.

Auto-renewal

Paid plans renew automatically at the end of each billing period unless cancelled before renewal. The renewal charge is made using the payment method on file, through Razorpay.

Failed renewal

If a renewal charge fails, we will retry per Razorpay's standard retry logic and notify you. If the charge remains unpaid after a reasonable grace period, access to paid features may be suspended.

Downgrades and upgrades

Upgrades take effect immediately; the price difference is charged pro-rata for the remainder of the current period. Downgrades take effect at the end of the current period. Downgrades are not treated as cancellations and do not, by themselves, generate a refund.

Price changes

Where Adya changes prices, existing paid periods are unaffected. Renewals will be at the new price with reasonable prior notice; if you do not accept the new price, you may cancel before renewal per section 2.

Billing and refund queries

sopl.finance2023@gmail.com

Operated by

Shayr Omnichannel Private Limited, Hyderabad