Refund & Cancellation Policy

1. The Short Version

You can cancel at any time. When you do, we work out what you actually got and refund the rest of what you paid. There is no notice period, no cancellation fee, and nobody will make you sit through a retention call. Before you cancel you can also pause for a month or move to a smaller plan — both are in your dashboard and neither needs our permission.

2. The Pilot

• The pilot is a paid 7-day evaluation at a one-time fee of $40. It is not a free trial.
• The fee covers provisioning: a configured AI agent, a live number routing, and your workspace.
• If the AI never successfully handled a call during your pilot because of a fault on our side, the $40 is refunded in full. Tell us within 14 days of the pilot ending.
• If the pilot ran and you simply decided not to continue, the $40 is not refunded. Nothing further is charged and no plan starts automatically.

3. Monthly Subscriptions

• Plans are billed monthly in advance by invoice through Wise Business.
• Cancelling stops the next invoice and refunds the unused part of the current one, worked out by the formula in section 4.
• Service continues until the refund is settled, or ends immediately if you ask for it to.
• If you cancel before the first invoice is due, nothing is charged.
• Annual plans are not pro-rated by day. They are re-priced: you are charged the ordinary monthly rate for the months you used, and the difference is returned. You never lose the whole year for leaving in month seven, and you do not keep the annual discount on months you did not take.

4. How the Refund Is Worked Out

One formula, applied the same way to every account:

Refund = what you paid × (1 − the larger of: how much of the plan you used, or how far through the period you are).

“How much of the plan you used” is measured on whichever meter you used most — calls, leads or minutes — not on an average of them. We take the larger of that and the elapsed time, so you are never charged twice for the same month and never charged for a month you did not have. The result is never below zero.

Two worked examples on a $499 plan:

• You cancel on day 6 of 30 having used 4% of your minutes. Elapsed time is 20%, which is the larger figure, so we keep $99.80 and refund $399.20.
• You cancel on day 6 of 30 having already used 70% of your included calls. Usage is the larger figure, so we keep $349.30 and refund $149.70.

You can see the exact figure for your account before you decide — ask us and we will send it, worked out by this formula, in writing.

Three things sit outside the formula and are not refunded: the $40 pilot fee, any flex block you bought, and any overage already billed. All three are payment for something that already happened.

5. Pausing, Downgrading and Your Price

• Pause. Once every twelve months you can pause for 30 days from your dashboard. Billing stops, the AI stops answering, and every lead, note and recording stays exactly where it is. The account comes back on by itself at the end of the 30 days — you do not have to remember to restart it, and we do not charge to restart it.
• Downgrade. You can move to a smaller plan at any time. The new allowances and the new price apply from your next cycle; the current month is not re-billed.
• Your price is locked. The monthly rate you signed at is the rate you keep for as long as you stay on that plan, even when we raise prices for new customers. If you leave and come back, you come back at the current price.

6. Overage

Overage beyond your plan's included minutes is billed at the rate shown on your plan and is charged for usage that already happened. It is not refundable. If you would rather the service stop at the cap than bill overage, turn overage off in your dashboard settings — the AI then stops taking new calls for the rest of the billing period instead of running up a bill.

7. When We Do Refund

• Duplicate payment. Refunded in full, without you having to ask, once we spot it or you report it.
• Billing error on our side. If you were charged for a plan you did not hold, or for usage that was not yours, the difference is refunded in full.
• Sustained outage. If the AI answering service is unavailable for more than 24 consecutive hours in a month because of a fault on our side, we credit that month pro-rata against your next invoice, or refund it if you are cancelling.

Outages caused by your own phone carrier, your forwarding configuration, or a failure at a third party we depend on are handled the same way as our own outage for the purposes of the credit above, but we cannot act on them any faster than that provider does.

8. When We Do Not Refund

• The $40 pilot fee, once the pilot has run.
• Flex blocks and overage already billed, which pay for usage that already happened.
• Results — the number of leads, bookings or deals the AI produces is not something we guarantee, and we do not price it as one.
• Termination of your account for breach of the Terms of Service.

9. Non-Payment

If an invoice goes unpaid, we email a reminder and the account continues for a grace period. After the grace period the workspace is paused: the AI stops answering, and the dashboard stays available so you can export. Paying the outstanding invoice during the grace period reactivates the account automatically. Data retention after that point is set out in the Data Processing Agreement.

10. How to Cancel

Email hello@maplemind.co.in from the address on the account, or use the cancellation option in your dashboard settings. We confirm in writing within one business day and tell you the exact date service ends and the date your data is deleted. You do not need to give a reason, and we will not make you sit through a retention call.

11. How Refunds Are Paid

Refunds are returned by Wise to the account the payment came from, normally within 5–10 business days of approval. We do not issue refunds in cash, credit or vouchers unless you ask for a credit instead. Currency conversion differences and bank fees charged by your own bank are outside our control.

12. Disputes

If you disagree with a charge, email hello@maplemind.co.in before raising a chargeback. Every call carries a usage record, so we can normally show you exactly what was billed and why within one business day. Raising a chargeback without contacting us first may result in the account being suspended while the dispute is open.

13. Governing Law

This policy is governed by the laws of India. Disputes are resolved the way section 13 of the Terms of Service sets out: good-faith negotiation first, then arbitration in Mumbai under the Arbitration and Conciliation Act, 1996. Nothing here removes a consumer protection you hold under the law of the country you live in.

14. Contact

Maple Mind
Billing: hello@maplemind.co.in
Grievance Officer: grievance@maplemind.co.in