Refund Policy

In short

• Business Phone money-back. Every Business Phone plan, on any term, carries a 14-day money-back refund on your first purchase. Ask within 14 days of the day we approve your KYC (business verification), with fewer than 30 calls in total on the account.
• Agentive Chat money-back. Ask within 14 days of your first Chat wallet recharge and we refund its unused balance.
• Everything else is non-refundable: Phone + CRM, packs, add-ons bought on their own, renewals, other wallet recharges, Chat agent seats and set-up work.
• Send your KYC within 14 days of paying. If we reject it, or you cancel in those 14 days before we approve it, we refund you in full. If you send it late, there is no refund and your plan runs from the day you paid.
• Cancelling stops your next renewal. The paid term runs to its end, with no part refund. We always correct billing mistakes.
• Misuse brings no refund. For anything illegal we may cancel your account. For loan recovery, cold calling or similar misuse we may switch off your outgoing calls or cancel your account.

This policy covers refunds and cancellation and is part of our Terms of Service. It applies to every purchase from Mannan Technologies Private Limited ("Agentive", "we") from the effective date above, however you paid.

1. The Business Phone money-back offer

Every Business Phone plan carries our 14-day money-back guarantee: quarterly, half-yearly, yearly, and the ₹999 single month, a limited-time offer that we may stop selling at any time. You do not have to give a reason. Two conditions apply.

• 14 days from KYC approval. Ask within 14 days of the day we approve your KYC (business verification), not the day you paid. In this policy the next day is always day 1: approved on 1 March, claim by the end of 15 March, India time. If your KYC was approved before you paid, the 14 days run from payment.
• Fewer than 30 calls. On the date of your claim, your account's Call History must show fewer than 30 calls in total. Incoming and outgoing calls of all users count together, answered or not.
• What we refund. What you paid for the Business Phone items in the order: the plan fee, extra users and extra numbers bought in that order, and their GST. Apart from the plan change below, nothing else in that order, or bought later, is refunded: no pack (not even an AI Starter pack), no other add-on and no wallet recharge.
• First purchase, once per business. The offer covers your business's first Agentive Voice purchase, never a renewal. It is the same business if its PAN, GSTIN, phone number or e-mail address matches an earlier paid Agentive Voice account, order or claim. A correction under section 4 is not a claim.
• Plan changes inside the 14 days. Moving to a longer Business Phone term keeps the offer: the 14 days still run from your first KYC approval, the 30-call limit still applies, and we refund the Business Phone items in both orders, even if the longer term has not started yet. Upgrading to Phone + CRM ends the offer.
• When the offer does not apply. If you first sent your complete KYC more than 14 days after paying (section 4). If we acted against the account for a breach of the Fair Use Policy and did not reverse it. If its KYC details or documents were forged or someone else's, or you knew they were false.
• After a refund. When we approve the refund, calling stops, automatic renewal is cancelled and your numbers are released for good. You can sign in for 7 more days to download call records, contacts and recordings. We then close the workspace and delete its data, except the records our Privacy Policy says we keep.

2. How to claim

Write to hello@agentive.co.in from the e-mail address registered on the account, with your account phone number and payment or order reference. The date you send it counts. A request first made by phone or WhatsApp keeps its date if you confirm by e-mail within 3 working days. Say clearly that you want your money back. If your e-mail is unclear we ask, and its date still counts.

Before we approve a refund under section 1, we tell you what goes with it: your numbers and any unused wallet balance or pack credit. You can then go ahead or withdraw the claim.

3. What is non-refundable

Every purchase below is final once paid, used or not. The only exceptions are the corrections in section 4.

• Business Phone claims outside section 1.
• Phone + CRM on any term. Agentive CRM comes only inside this plan.
• AI voice agent packs and minutes, voice broadcast packs (Blast, Mega Blast) and bulk SMS packs.
• Add-ons: WhatsApp Business API, auto dialer, CRM integration, and extra users or numbers, except those refunded with a plan under section 1.
• Wallet recharges in Agentive Voice, including the quarterly term's outgoing-call top-up.
• Agentive Chat agent seats, and every Chat wallet recharge outside section 11.
• Every renewal, manual or automatic.
• Set-up, onboarding and configuration work, and usage already consumed.

Meta's WhatsApp message charges and the operators' DLT registration fee are paid to them, not to us, and are not ours to refund.

4. When we always put things right

We make these corrections on every product, plan and term, unless a point below says otherwise.

Calling on Agentive Voice starts only after we approve your KYC. You have 14 days from the day you pay to send us your complete KYC. The Terms of Service, section 6, set out this clock, what counts as complete, and when your term starts.

• KYC rejected. We refund your payment in full, on any plan or term, unless you choose to correct it and apply again. An honest mistake is refunded. There is no refund if details or documents were forged or someone else's, or you knew they were false, or if you first sent your complete KYC after the 14 days.
• Changed your mind before approval. Until we approve your KYC, and within 14 days of paying, you can cancel an Agentive Voice purchase for a full refund.
• KYC not sent within the 14 days. There is no refund after day 14, and the offer in section 1 no longer applies. Your plan term then runs from the day you paid, even if we approve your KYC later, as the Terms of Service, section 6, set out.
• Duplicate or wrong charge. If we charged you twice for one order, or more than the amount shown when you paid, we return the extra. We return in full an automatic renewal raised after you switched renewal off, or for more than its notice said.
• Money debited but the order failed. If your bank does not reverse it within a few working days, send us the payment reference. We return in full any money that reached us, or give you the reference your bank needs to trace it.
• A service we cannot start. We refund that purchase in full. This includes a bulk SMS pack that could never send because the operators' DLT system refused your registration, unless false details were the reason. It does not include a refusal by Meta (section 8) or a KYC sent late.
• Repeat ₹999 purchase. The ₹999 month is sold once per business. A repeat found before KYC approval is cancelled and returned in full, or put towards a regular term if you prefer. Found later, the month runs to its end without the money-back offer.
• A service we stop. If we stop a service you paid for before your term ends, and neither your breach nor the way your account was used is the cause, we refund the unused days of the term and any unused wallet balance or pack credit you paid for. The same applies when the Terms of Service let you end the agreement under this rule. Closing or deleting your account, or withdrawing a consent we need, is your choice, not us stopping the service.
• Refunds the law requires. Nothing in this policy takes away a refund that Indian law requires.

5. Cancelling, and what it means

You can cancel at any time. Apart from the cases in section 4, cancel means one thing: we stop the next renewal. You keep the service until the paid term ends. There is no part refund or credit for the unused period, even if you close or delete your account early.

• Nothing renews automatically unless automatic renewal is switched on. The ₹999 month never sets up an automatic payment. The Terms of Service, section 9, give the rules, including how early to switch it off.
• A renewal collected correctly is non-refundable, even if the new term has not started. A debit taken in error is corrected under section 4.

6. Plan changes

These rules are for Agentive Voice plans. Section 1 says what a plan change does to the money-back offer.

• A different plan mid-term, larger or smaller, starts the day you buy it. The unused plan fee of your current term, without GST, comes off the new price. If that credit would cover the whole price, set the change as your renewal preference in My Plan instead.
• A longer term of the same plan is credited the same way if it adds something your current term lacks: outgoing calls with no minute cap when you move up from quarterly (see the Fair Use Policy), or the WhatsApp Business API included with yearly Business Phone. Any other longer term is an early renewal: it starts when your current term ends, with no days lost and no credit. A shorter term also waits for renewal.
• The credit is never cash. It covers the plan fee and, on an upgrade, the unused time of your extra users, who move into the new plan, keep their own end date at the new rate, or are removed. Other add-ons and packs carry on. It cannot exceed the new plan fee and is not carried forward. Changes to a custom or negotiated plan are agreed in writing.
• Removing users, numbers or add-ons mid-term, other than users removed at an upgrade, gives no refund or credit. An Agentive Chat seat count can be lowered only from your next renewal.

7. Wallet, credits and packs

Outside the Agentive Chat offer in section 11 and the corrections in section 4, wallet balance, credits and packs cannot be withdrawn, exchanged for cash or transferred. Unused pack credit is not refunded when its validity ends (Terms of Service, section 14). Any balance lapses when your account is closed or terminated, including after a refund under section 1. If we close it and you did nothing wrong, section 4 applies.

8. Misuse, suspension and third-party actions

• Anything illegal. If you use Agentive for anything illegal, we may cancel your account. There is no refund.
• Loan recovery, cold calling and similar misuse. If we find loan recovery or debt collection, cold calling or similar misuse on your account, we may switch off your outgoing calls until it is resolved, or cancel your account. There is no refund in either case. The Fair Use Policy lists what is not allowed, says what "similar misuse" and "resolved" mean, and sets out the steps we take.
• Any other breach. A pause, block, suspension or termination for breaking the Fair Use Policy or the Terms of Service brings no refund, credit or term extension. Nor does a campaign we pause because it draws complaints. Billing errors are still corrected under section 4. If there was no breach, the Fair Use Policy says how lost days are added back.
• When someone else acts. There is no refund, credit or term extension when Meta refuses, restricts or bans your WhatsApp Business Account or number, lowers your limits, or rejects or pauses a template, whatever the reason. The same goes for a rejected SMS header or template, and for an operator, court or authority acting against your number or account because of how it was used. These events end a money-back offer only if your breach caused them. If an operator or authority acts, your use was not the cause, and we can neither replace the number nor restore the service, section 4 applies.
• Downtime. We give no refunds or service credits for interruptions, maintenance or outages. The Terms of Service say when a complete stoppage lets you end the agreement, and section 4 then applies.

9. Chargebacks and payment disputes

• Talk to us first. Write to hello@agentive.co.in. We reply within 2 working days and correct genuine errors under section 4.
• While a dispute is open with your bank, card or UPI app, we may pause the service that payment bought, and we pay no refund on that payment. If it is decided in your favour, or the charge was our mistake, we restore service and add the paused days back. Otherwise the term is not extended. If the bank returns the money to you, no refund is due.
• A valid charge. We contest the dispute with our records of your order, the policies that applied when you paid, the fact and date of your KYC approval, and your usage. If the bank decides for us, or you withdraw the dispute, service resumes once the disputed amount is back with us, from the bank or from you, never both. You also repay the dispute fee the bank charged us, at actual cost.
• Misuse. If you keep money from a chargeback on a non-refundable purchase, or raise such chargebacks repeatedly, we may end the account under the Terms of Service.

10. How refunds are paid

• We confirm your request within 2 working days and give you the date by which we will decide, never more than 7 working days after your request. We pay within 7 working days of approval. Your bank may take 5 to 7 working days more. The Terms of Service, section 1, define working days.
• One exception: if an operator, Meta or an authority has a complaint open about how the account was used, we tell you within those 2 working days. We then decide a money-back claim when the complaint closes, or 30 days after your claim, whichever is first. A correction under section 4 is never held back for this.
• If we refuse a refund, we give the reason in writing and the rule that was not met. You can ask the Grievance Officer to review it (section 12), or appeal a Fair Use decision under the Fair Use Policy.
• We pay only to the original payment method, never in cash or to a third party. If that method is closed, or you paid in cash, we agree another account in the same payer's name.
• A refund includes the GST on the refunded amount. Where we issued a tax invoice we issue a GST credit note, and you must reverse any input tax credit you claimed. Otherwise we issue a refund voucher.

11. The Agentive Chat 14-day money-back offer

Agentive Chat, our AI chat agent and WhatsApp suite, has its own 14-day money-back guarantee. It covers Agentive Chat only.

• What it covers. Your first wallet recharge in Agentive Chat. Ask within 14 days of that recharge and we refund its unused balance, with the GST on that amount. You do not have to give a reason.
• What it does not cover. Credit already used, agent seats, later recharges, bonus or free credit, and Meta's own WhatsApp charges. Usage is counted against your first recharge before any later one.
• Once per business, by the same test as in section 1, applied to Agentive Chat accounts. It does not apply if we acted against the account for a breach of the Fair Use Policy and did not reverse it.
• How it works. Claim as in section 2. We pay as in section 10. The refunded credit leaves your wallet, and features the recharge unlocked may be switched off.

12. Contact and Grievance Officer

Refund requests and billing questions: hello@agentive.co.in (claims as in section 2) or 80056 80053. We are Mannan Technologies Private Limited, CIN U62013DL2022PTC407210.

Grievance Officer: Rakesh Kumar. Write to the same address with "Grievance" in the subject line. The Terms of Service give our full company details (section 1), the Grievance Officer's contact details and complaint timelines (section 35), and how disputes are settled (section 34).

13. Changes to this policy

We give 30 days' notice of a material change by e-mail and in the app (Terms of Service, section 36). A change applies only to purchases made after it takes effect. Earlier versions are available on request.