Cancellation and Refund Policy
Fair and transparent policies for service cancellations and refunds
Our Commitment
We strive to ensure customer satisfaction. This policy outlines the circumstances under which refunds may be provided and how to request them.
1. Service Model Overview
Pay-Per-Use Structure
- somaa.ai operates on a pay-per-use model
- Users pay ₹100 for each AI interaction
- No subscription fees or recurring charges
- Payment is required before service access
- Credits purchased do not expire
Digital Service Nature
Our services are delivered instantly upon payment confirmation. Once an AI interaction is completed, the service has been fully provided.
2. Refund Eligibility
Eligible Scenarios for Refunds
✓ Refund Available
- Technical failure preventing service delivery
- Duplicate charges due to payment processing errors
- Service unavailable for extended periods (>24 hours)
- Unauthorized transactions
- Payment made but no credit received
✗ Refund Not Available
- AI service successfully provided
- Dissatisfaction with AI response quality
- Change of mind after service completion
- User error in query formulation
- Account termination due to policy violations
Time Limit for Refund Requests
Refund requests must be submitted within 7 days of the transaction date to be eligible for review.
3. Refund Request Process
How to Request a Refund
- Submit Request: Email refunds@somaa.ai with your refund request
- Provide Information: Include transaction ID, payment date, and reason for refund
- Review Process: Our team will review your request within 2-3 business days
- Decision Notification: You'll receive an email with our decision and next steps
- Refund Processing: If approved, refunds are processed within 5-7 business days
Required Information for Refund Requests
- Account Email: Email address associated with your account
- Transaction ID: Payment reference number from Razorpay
- Payment Date: Date when payment was made
- Amount: Exact amount paid
- Reason: Detailed explanation for refund request
- Supporting Evidence: Screenshots or error messages (if applicable)
4. Refund Processing
Processing Timeline
| Stage | Timeline | Description |
|---|---|---|
| Request Submission | Immediate | Email confirmation of request received |
| Initial Review | 1-2 business days | Preliminary eligibility assessment |
| Investigation | 2-3 business days | Detailed review and verification |
| Decision | 3-5 business days | Final determination and notification |
| Refund Processing | 5-7 business days | Payment reversal to original method |
Refund Methods
- Original Payment Method: Refunds are processed to the original payment source
- Credit Cards: 3-5 business days to reflect in statement
- Debit Cards: 5-7 business days for bank processing
- UPI/Net Banking: 2-3 business days for account credit
- Digital Wallets: 1-2 business days for balance update
5. Account Cancellation
Account Deletion Process
- Users can request account deletion at any time
- Submit request to akash@sileadership.in
- Account deletion is processed within 30 days
- All personal data is permanently removed
- Interaction history and personas are deleted
Impact of Account Cancellation
- Unused Credits: No refunds for unused credits upon voluntary account deletion
- Data Recovery: Deleted data cannot be recovered
- Reactivation: New account required for future service use
- Legal Retention: Some data retained for legal compliance (payment records)
Alternative to Cancellation
Consider these options before canceling your account:
- Temporary account suspension (contact support)
- Data export for backup purposes
- Transfer of unused credits to another account
- Resolution of specific issues with customer support
6. Dispute Resolution
If Your Refund Request is Denied
- Appeal Process: Request a review of the decision
- Additional Documentation: Provide any additional supporting evidence
- Escalation: Request escalation to senior management
- External Resolution: Contact relevant consumer protection agencies
Payment Disputes
For payment-related disputes:
- Contact Razorpay support for payment processing issues
- Raise disputes with your bank or card issuer
- Provide transaction evidence for investigation
- Cooperate with payment provider investigations
Chargeback Policy
Important: Initiating a chargeback without contacting us first may result in:
- Immediate account suspension
- Loss of access to all services
- Termination of account privileges
- Legal action for service recovery
7. Special Circumstances
Force Majeure Events
In case of service disruption due to:
- Natural disasters or emergencies
- Government regulations or restrictions
- Third-party service outages (OpenAI, Razorpay)
- Cyber attacks or security incidents
We will work to restore services promptly and may provide service credits or refunds on a case-by-case basis.
Enterprise Customers
Enterprise customers with custom agreements may have different refund terms as specified in their contracts.
Beta Features
Beta or experimental features are provided "as-is" with no guarantee of performance. Refunds for beta feature usage are at our discretion.
8. Contact Information
Refund and Billing Support
- Refunds: refunds@somaa.ai
- Billing: billing@somaa.ai
- Support: akash@sileadership.in
- Phone: +91 9823064647
- Monday - Friday: 9:00 AM - 6:00 PM IST
- Saturday: 10:00 AM - 2:00 PM IST
- Sunday: Closed
- Holidays: Emergency support only
Response Times
- Refund Requests: 2-3 business days
- Billing Inquiries: 1-2 business days
- Urgent Issues: Within 24 hours
- General Support: Within 48 hours
Email Template for Refund Requests
Subject: Refund Request - [Transaction ID]
Body should include: Account email, transaction details, payment date, amount, and detailed reason for refund request.
Policy Information
This Cancellation and Refund Policy is designed to be fair to both customers and somaa.ai. We reserve the right to update this policy with reasonable notice to users.
Effective Date: January 15, 2025
Last Updated: January 15, 2025
Version: 1.0