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Cancellation & Refund Policy

August 15, 2026

Claritel Communications Private Limited ("Claritel", "we", "us", or "our") provides cloud telephony and agentic AI contact-center services delivered over the internet on a subscription and usage basis. This policy explains how cancellations, non-renewals, refunds, service credits, and billing disputes are handled.

By subscribing to, activating, or using any Claritel product or service, you agree to this policy. It should be read together with our Terms of Service and Privacy Policy.

1. Scope & Definitions

This policy applies to all Claritel products and services, including Cloud Telephony, the Agent Portal, Claralens, Claritel Social, Analytics (Clara), and any associated add-ons, APIs, or professional services.

For clarity, the following terms are used throughout:

  • Subscription Fees — recurring platform or licence fees billed monthly, annually, or per agreed cycle (including per-seat/per-agent licences).
  • Setup & Onboarding Charges — one-time fees for implementation, configuration, integration, number provisioning, training, or custom development.
  • Usage-Based Charges — variable charges consumed as you use the platform, e.g. call minutes (inbound/outbound), SMS, WhatsApp, email, IVR, transcription, or AI inference/processing.
  • Prepaid Credits / Wallet Balance — amounts you recharge or top up in advance to fund Usage-Based Charges.
  • Third-Party Pass-Through Charges — costs we incur on your behalf from carriers, telecom operators, or regulators, e.g. DID/virtual number rentals, call termination, DLT registration, KYC, and messaging aggregator fees.

2. Nature of Our Services

  • Claritel provides digital, cloud-delivered services only. We do not sell any physical or perishable goods, and no goods are shipped.
  • Services are provisioned electronically and are typically available for use immediately after activation.
  • Because value is delivered as the service is consumed, once provisioning or usage has begun the corresponding charges are treated as earned.

3. Cancellation & Non-Renewal

Fixed-term plans

Subscriptions are provided for a fixed term, the length of which depends on the product and the plan you select (for example, 6 months or 11 months). The applicable term is stated at the time of purchase.

No automatic renewal

Plans do not renew automatically. Your service runs for the term you have paid for and then ends. To continue, you must renew the plan yourself before or after expiry. When you renew, the new term starts from the date of renewal.

Ending your plan

The notice required to cancel depends on your account type:

  • Pre-paid accounts — no notice is required. Simply choosing not to renew ends the service at the close of the current paid term.
  • Post-paid accounts — a minimum of 30 days' prior written notice is required from either party to cancel the service. This minimum notice period may vary from product to product, as stated in your plan or order form.

In either case, early cancellation before the end of a paid term does not entitle you to a refund of fees already paid for that term.

How to cancel

Cancellation requests must be submitted in writing to enquiry@claritel.ai from the registered account email, or through your account manager. Cancellations are effective only once acknowledged by us.

No refund on cancellation

Once you purchase a plan, the amount paid is non-refundable, whether or not you have used the full term. Likewise, any credits added to your wallet are non-refundable, whether used, unused, or expired. Cancelling or choosing not to renew does not create any right to a refund of amounts already paid.

What cancellation does not stop

  • Charges already incurred, including Usage-Based Charges accrued up to the cancellation date.
  • One-time Setup & Onboarding Charges, once work has commenced.

Effect on data

Following cancellation or termination, your data is retained and then deleted in line with our Terms of Service and Privacy Policy. Please export any call records, recordings, transcripts, or reports you need before your access ends.

4. Refund Policy

As a general rule, fees paid to Claritel are non-refundable, including:

  • Subscription Fees for the current billing cycle (whether or not fully used).
  • Setup, onboarding, integration, and professional-services charges once work has started.
  • Usage-Based Charges for services already consumed.
  • Prepaid Credits / Wallet Balance that has been consumed.
  • Third-Party Pass-Through Charges, which are non-recoverable once incurred with the carrier, operator, or regulator.

We do not provide refunds for:

  • Partial use of a billing period, unused agent seats, or early termination.
  • Unused call minutes, messages, or other allowances at the end of a cycle (unless your plan explicitly allows rollover).
  • Change of mind, or a decision to switch to another provider.
  • Suspension or termination of your account due to breach of our Terms, non-payment, fraud, or misuse (see Section 9).

4.1 Prepaid Credits & Wallet Balance

  • Prepaid Credits are consumed as you use metered services and are non-refundable and non-transferable.
  • Credits may carry an expiry period as stated at the time of recharge; expired credits are forfeited and are not refunded or reinstated.
  • Wallet balances cannot be encashed or withdrawn as cash.

4.2 Free Trials & Proofs of Concept

  • Where a free trial, pilot, or proof-of-concept is offered, no payment is due and no refund arises during that period.
  • If you continue to a paid plan after a trial, standard billing and this policy apply from the date of conversion.

5. Exceptions Where a Refund May Be Considered

We review the following situations on a case-by-case basis:

  • Duplicate or erroneous payments — e.g. a payment charged twice, or a clear technical/gateway error. Verified duplicate charges are refunded.
  • Billing errors on our side — e.g. incorrect metering or an amount charged in excess of your agreed rates. Verified overcharges are corrected or refunded.
  • Charges for a service you were never provisioned — where you paid for something that was never activated and no usage occurred.

Any approved refund is limited to the disputed amount and is net of applicable taxes, payment-gateway fees, and non-recoverable Third-Party Pass-Through Charges, except where the law requires otherwise.

6. Service Issues & Service Credits (SLA)

Our primary remedy for service disruption is service credits, not cash refunds.

  • If you experience a technical issue caused directly by the Claritel platform, raise a ticket with our support team with relevant details (timestamps, affected numbers/campaigns, error messages).
  • We will investigate and work to resolve verified platform issues promptly.
  • Where your agreement includes a Service Level Agreement (SLA), qualifying downtime or unavailability may entitle you to service credits applied to a future invoice, calculated per the terms of that SLA.
  • Service credits are the sole and exclusive remedy for SLA breaches and are not redeemable for cash.
  • Issues arising from causes outside our platform — your network or devices, third-party carriers, misconfiguration, force majeure, or regulatory blocking — are not eligible for credits.

7. Billing Disputes

  • Any billing concern must be raised within 7 days of the invoice date to enquiry@claritel.ai.
  • Please include the invoice number and a description of the disputed item.
  • Undisputed amounts remain due and payable while a dispute is being reviewed.
  • Requests raised after the dispute window may not be considered.

8. Taxes, Chargebacks & Processing

Taxes

All fees are exclusive of applicable taxes (including GST) unless stated otherwise. Refunds, where approved, are adjusted for tax in accordance with prevailing law. Tax already remitted to the authorities is refunded only to the extent permitted.

Chargebacks

If you initiate a chargeback or payment reversal instead of contacting us first, we may suspend your account pending resolution. We ask that you raise any concern with us directly so it can be resolved quickly.

Refund method & timeline

Approved refunds are made to the original payment method and are typically processed within 7–10 business days of approval. The time for the amount to reflect in your account depends on your bank or payment provider.

9. Suspension & Termination for Cause

  • We may suspend or terminate access for non-payment, breach of our Terms, fraud, regulatory non-compliance (e.g. DLT/consent violations), or misuse of the platform.
  • No refund is due for any period affected by such suspension or termination, and any outstanding charges remain payable.

10. Changes to This Policy

We may update this policy from time to time to reflect changes in our services, pricing models, or legal requirements. The current version will always be available on our website, with the "Last updated" date shown above. Continued use of our services after an update constitutes acceptance of the revised policy.

11. Governing Law & Jurisdiction

This policy is governed by the laws of India. Any disputes are subject to the exclusive jurisdiction of the courts at Bengaluru, Karnataka.

12. Contact Us

For any cancellation, refund, or billing query, please contact:

Claritel Communications Private Limited

Email: enquiry@claritel.ai

Phone: +91-9736999996

Registered Address: 101, Oxford Towers, 139, HAL Old Airport Road, Kodihalli, Bengaluru, Karnataka, 560008