Refund Policy

At Skode Technologies Private Limited ("Skode," "we," "us," or "our"), a private limited company incorporated in India with registered office at Thirumangalath, Chelavur, Kozhikode – 673571, Kerala, India, we want you to be satisfied with our Services. This Refund Policy outlines the terms under which you may request a refund for your Skode subscription. Our Terms of Service govern in the event of conflict; Auto-Renewal Policy covers cancellation timing.

Payment processors. Skode uses Stripe to process international payments and Razorpay for payments from Indian customers. We do not store full card numbers. Once Skode approves a refund, the payment processor releases the funds; the amount typically reaches your account within 5–10 business days depending on your bank and the processor. Skode cannot expedite processor timelines.

Enterprise customers. If you have a signed Master Service Agreement or Order Form, the refund terms in that agreement control if they differ from this Policy. Contact your Skode account manager for enterprise refund requests.

1. 14-Day Money-Back Guarantee

We offer a 14-day money-back guarantee for new paid subscriptions. If you are not satisfied with the Services for any reason, you may request a full refund within 14 calendar days of your initial purchase. No questions asked.

• The 14-day period begins on the date of your first payment.
• This guarantee applies to first-time purchases only, not to subscription renewals.
• Refunds under this guarantee are processed for the full amount of the initial charge.

This commercial guarantee is provided in addition to, and does not limit, statutory consumer-protection rights available in your jurisdiction (see Section 9).

2. Eligibility for Refunds

2.1 Eligible for Refund

• New Subscriptions: Requests made within 14 days of the initial purchase date.
• Service outage: If the Services fall below the uptime commitment set out in our Service Level Agreement during a billing period, you may be eligible for the service credits described there. SLA credits are the exclusive remedy for availability shortfalls and are applied to future billing cycles.
• Billing Errors: If you were charged incorrectly (e.g., duplicate charges, incorrect plan amount), you are entitled to a full refund of the overcharge.
• Involuntary Renewal: If your subscription renewed automatically and you request cancellation within 48 hours of the renewal charge, you may be eligible for a refund of the renewal charge.

2.2 Not Eligible for Refund

• Beyond 14 Days: Requests made more than 14 days after the initial purchase date (except for billing errors or service outages).
• Account Termination for Violation: Accounts terminated due to violations of our Terms of Service or Acceptable Use Policy.
• Partial Month Usage: No pro-rated refunds for partial months of usage when you cancel mid-cycle (your access continues until the end of the billing period).
• Usage-based and consumed services. The following are non-refundable once consumed: AI Connector and Voice AI usage credits; SMS, WhatsApp, and email conversation fees that have been sent; telephony call minutes; custom integration or professional-services work that has been performed. Add-on purchases and overage fees are non-refundable once consumed.
• Free Trial Conversions: If you used a free trial and then subscribed, the 14-day guarantee begins from the date of first payment, not the start of the trial.

3. Annual Subscription Refunds

For annual subscriptions:

• The 14-day money-back guarantee applies to the full annual payment.
• After the 14-day guarantee period, annual subscriptions are non-refundable.
• If you wish to cancel an annual subscription after 14 days, your access remains active until the end of the annual billing period.
• Downgrading from an annual to a monthly plan takes effect at the next renewal date.

4. How to Request a Refund

To request a refund, follow these steps:

1. Contact Support: Send an email to support@skode.ai with the subject line "Refund Request."
2. Provide Details: Include your account email, subscription plan, payment date, and reason for the refund request.
3. Confirmation: Our support team will review your request and respond within 2 business days to confirm eligibility.
4. Processing: Approved refunds are processed within 5-10 business days. The refund is issued to the original payment method.

5. Refund Processing Timeline

6. Cancellation vs. Refund

Cancellation and refunds are separate processes:

• Cancellation: You can cancel your subscription at any time through your account settings. Cancellation stops future billing but does not automatically trigger a refund. Your access continues until the end of the current billing period.
• Refund: A refund returns money that has already been charged. You must explicitly request a refund if eligible under this policy.

7. Currency and Exchange Rates

Refunds are processed in the original currency of the transaction. If your bank converts currencies, any differences due to exchange rate fluctuations between the date of purchase and the date of refund are not covered by Skode.

8. Disputes and Chargebacks

If you are dissatisfied with a refund decision, you may escalate your request by emailing legal@skode.ai. We will review your case within 5 business days and provide a final determination.

We encourage you to contact us directly before initiating a chargeback or dispute with your payment provider, as this allows us to resolve the issue more quickly. Accounts associated with fraudulent chargebacks, payment-reversal abuse, or repeated disputes that we can document as invalid may be suspended or terminated, and any outstanding fees may be referred for collection, at our sole discretion.

9. UK Consumer Statutory Rights

If you are a consumer located in the United Kingdom, the following statutory rights apply to your subscription and are not affected by any other provision of this Refund Policy:

9.1 Consumer Contracts Regulations 2013 — 14-Day Cooling-Off Period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers have the right to cancel a distance contract within 14 days of entering into the contract, without giving any reason. This 14-day cancellation period begins on the day after the contract is concluded (i.e., when your subscription is confirmed). If you request that the service begins during the cancellation period, you may still cancel, but you will be required to pay for the service already provided up to the point of cancellation on a pro-rata basis.

9.2 Consumer Rights Act 2015 — Digital Content Rights

Under the Consumer Rights Act 2015, digital content (including SaaS services) must be of satisfactory quality, fit for a particular purpose, and as described. If our Services do not meet these statutory standards:

• You have the right to a repair or replacement of the digital content at no cost.
• If a repair or replacement is not possible, or does not resolve the issue within a reasonable time, you are entitled to a price reduction, which may be up to a full refund.
• These remedies are available in addition to (not instead of) the refund terms described above in this policy.

9.3 Your UK statutory rights are not affected

Nothing in this Refund Policy is intended to exclude, restrict, or modify any rights or remedies you may have under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable UK consumer-protection legislation. Where this policy conflicts with your UK statutory rights, your statutory rights prevail.

10. EU Consumer Rights Directive 2011/83

If you are a consumer located in the European Union or EEA, you have a statutory 14-day right of withdrawal (“cooling-off period”) under Directive 2011/83/EU and the Modernisation Directive 2019/2161, as implemented in your member state. This right applies to distance contracts for digital services and is separate from any commercial guarantee offered by Skode.

• How to exercise. Send an unambiguous statement of withdrawal to support@skode.ai within 14 days of entering into your subscription contract.
• Pro-rata charges. If you expressly requested that the Services begin during the cooling-off period and you subsequently withdraw, you must pay for the services reasonably provided up to the point of withdrawal, pro-rated.
• Refund timing. Refunds under this Directive will be made without undue delay and no later than 14 days from the date we receive your notice, using the same means of payment you used for the original transaction.

Nothing in this Policy excludes, restricts, or modifies your statutory rights under the Consumer Rights Directive or your member state’s implementing law. Where this Policy conflicts, your statutory rights prevail.

11. Indian Consumer Protection & Tax (GST)

For consumers located in India:

• Statutory rights under the Indian Consumer Protection Act, 2019, including the right to file a complaint with the relevant District, State, or National Consumer Dispute Redressal Commission, apply and are not excluded by this Policy.
• Commercial disputes are governed by the Indian Contract Act, 1872.
• Subscription prices displayed in Indian Rupees are exclusive of Goods and Services Tax (GST) at the rate applicable at the time of invoicing. GST is added at checkout and shown on your tax invoice. When a refund is issued, the GST attributable to the refunded amount is reversed in accordance with the CGST / SGST / IGST Acts.
• Indian customers may also escalate unresolved complaints to our Grievance Officer as required by the Information Technology Act, 2000 and Rules, 2011.

12. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated effective date. The policy in effect at the time of your purchase governs your refund eligibility.

13. Contact Us

For refund requests or questions about this policy:

• Email: support@skode.ai
• Legal: legal@skode.ai