Refund & Cancellation Policy

Last updated: August 7, 2026  ·  Effective: August 7, 2026

This policy explains how to cancel a subscription with imatic.ai, operated by Vizionsys Technologies Private Limited, when a refund is available, and how long refunds take to reach you. It forms part of our Terms of Service.

1. How to cancel

You can cancel a subscription at any time, without contacting us, in either of these ways:

• Sign in and go to Billing in your account, then cancel the subscription.
• Email hello@imatic.ai from the address registered on the account, asking us to cancel. We action requests within 2 business days.

Cancelling stops the next renewal. It is not a request for a refund of the period you are already in — see sections 3 and 4.

2. What happens when you cancel

• You keep full access until the end of the billing period you have already paid for.
• At the end of that period the subscription ends and no further charge is taken.
• Usage-based charges already incurred (for example call minutes used) remain payable and are billed in the normal cycle.
• Your data is handled as described in our Terms of Service: you have 30 days from the end of the subscription to export it, after which it is deleted in line with our retention schedule.

3. Subscription fees

Subscription fees pay for access to the Services for a defined period. Once a period has begun, the fee for that period is generally non-refundable, including where you cancel part-way through or do not use the Services. We do not pro-rate partial periods, except where section 4 applies or the law requires otherwise.

Where you downgrade to a cheaper plan, the change takes effect at the next renewal and we do not refund the difference for the current period.

4. When we do refund

We will refund you in the following situations:

Duplicate or erroneous charge

Charged twice for the same period, or charged after a valid cancellation. Refunded in full.

Failed activation

Payment succeeded but the plan was never activated on your account. Refunded in full.

Sustained service failure

A confirmed, prolonged failure of the Services attributable to us that prevented you from using what you paid for, and which we could not resolve after you reported it. Refunded pro-rata for the affected period.

Cancelled within 7 days

You cancel a first paid subscription within 7 days of the initial charge and have made no substantive use of the Services in that period. Refunded in full, less any usage-based charges already incurred.

Statutory rights

Any refund required by applicable consumer-protection law. Nothing in this policy limits those rights.

5. What we cannot refund

• Usage-based charges for calls, minutes, messages, or other consumption already delivered — these are paid on to telephony and model providers as they are incurred.
• Fees for a period that has already elapsed.
• Charges arising from your own configuration — for example a campaign that dialled more contacts than intended, or an agent left running.
• Third-party charges you incur directly with a provider whose credentials you supplied.
• Accounts terminated by us for breach of the Terms of Service or the Acceptable Use Policy.
• Taxes already remitted to the authorities, where they are non-recoverable.

6. Prepaid wallet balances

Where you top up a prepaid balance to fund usage, that balance is drawn down as you use the Services. On closing your account you may request a refund of the unused balance, less any charges already incurred and any applicable transaction fees. Promotional or bonus credit granted at no charge has no cash value and is not refundable.

7. How to request a refund

Email hello@imatic.ai from the address registered on the account, with the subject line “Refund request”, including:

• Your account or organisation name.
• The invoice number or payment reference, and the date and amount charged.
• The reason for the request.

We acknowledge requests within 2 business days and decide within 7 business days. If we need more information we will ask, and the clock restarts when you reply. If we decline, we will tell you why and point to the clause we relied on.

8. Refund timelines & method

Approved refunds are issued to the original payment method — we cannot pay to a different card or account. Once we initiate the refund:

We initiate

Within 2 business days of approval.

Cards & net banking

Typically 5–7 business days to appear, depending on your bank.

UPI & wallets

Typically 3–5 business days.

International cards

Up to 10–14 business days, depending on the issuer.

The time taken after we initiate the refund is controlled by our payment processor and your bank, not by us. We will share the refund reference so you can trace it. Refunds are made in the original currency; we are not responsible for exchange-rate movements or bank charges applied at your end.

9. Failed & duplicate payments

If a payment fails but the amount is debited, it is usually an authorisation hold that your bank reverses automatically within 5–7 business days. If it has not reversed after that, contact us with the payment reference and we will trace it with our payment processor. Duplicate charges are refunded in full as soon as they are confirmed.

10. Disputes & chargebacks

Please contact us before raising a chargeback with your bank — we can almost always resolve the issue faster. Where a chargeback is raised, we may suspend the account until it is resolved and may supply your payment processor with account and usage records to respond to it.

11. Enterprise agreements

Where you have signed a separate written agreement or order form with us, its cancellation and refund terms take precedence over this policy to the extent they conflict.

12. Contact

Entity

Vizionsys Technologies Private Limited

Address

Bengaluru, Karnataka, India

Email

hello@imatic.ai

Phone

+91 99675 80291

Hours

Monday to Friday, 10:00–18:00 IST, excluding public holidays.