Cancellation & refund policy.

1. Who this policy is with

Oye Hello is operated by Gursat Software IT Solutions Private Limited, Flat No. 1002, Spring Grove, CTS 171/1A/60, Akurli Road, Kandivali East, Mumbai 400101, Maharashtra, India. This policy covers payments made to us through Razorpay for subscription plans and for one-off credit top-ups. It sits alongside our Terms of Service.

2. What you are buying

Oye Hello is a digital service, delivered to your account online — there is nothing to ship, as our delivery policy sets out. A payment buys credits, and credits pay for talk time on your AI voice agents at the rates published on our pricing page. One credit is one rupee of talk time.

Credits are added to your account automatically as soon as Razorpay confirms your payment to us, which is normally within a few seconds. If a payment succeeds and the credits do not appear within an hour, that is a fault on our side — tell us using the contact form and we will either credit the account or refund the payment in full.

3. Cancelling a subscription

You can cancel at any time from the Billing page in your dashboard. No notice period, no cancellation fee, and no need to ask us.

Cancellation takes effect at the end of the billing period you have already paid for. Until that date your plan continues exactly as before; after it, the plan does not renew, your card is not charged again, and your monthly plan credits stop being issued. We do not refund the remainder of a period that is already running — you keep the service you bought for that month instead.

Any credits you bought separately as a top-up are yours and are not affected by cancelling. They stay in your account and remain spendable.

4. What happens to unused credits

The two kinds of credit behave differently, and it is worth knowing which you hold:

• Monthly plan credits are issued fresh at each renewal and reset on that date. They do not roll over into the following month, and they are not refundable in cash.
• Top-up credits, bought as a one-off, never expire. They stay in your account for as long as it exists, including after you cancel a subscription.

Credits are not transferable between accounts and cannot be exchanged for money, except in the situations described in section 5.

5. When we refund

We refund a payment, in full, in any of these cases:

• You were charged twice for the same thing, or charged after you had already cancelled.
• You paid and did not receive the credits — a failure on our side, as described in section 2.
• The payment was not authorised by you. Tell us and we will refund it and secure the account.
• We are unable to provide the service you paid for, or we close your account for a reason that is not your breach of the Terms of Service. In that case we refund unused top-up credits and the unused part of the current subscription period.

Outside those cases, payments are non-refundable, because credits are consumed as the service is delivered — once your agent has spent a minute on a call, that minute cannot be returned to us. If something has gone wrong and you are not sure it fits the list above, write to us anyway; we would rather look at it than have you out of pocket.

6. How to ask for a refund, and how long it takes

Send us the details through the contact form — the account email address and roughly when the payment was made are enough for us to find it. We review refund requests within 3 business days.

Where a refund is due, we initiate it with Razorpay within 5 business days of approving it. The money is returned to the original payment method; your bank or card issuer then typically takes a further 5 to 7 business days to post it to your statement. We cannot make that last step faster, but we can tell you the Razorpay refund reference so you can follow it up with them.

7. Failed payments and lapsed subscriptions

If a scheduled renewal fails — an expired card, a bank decline, an exhausted mandate — the subscription stops renewing and your monthly plan credits stop being issued. Nothing is charged and there is nothing to refund. Any top-up credits you hold remain spendable, and you can start a new subscription from the Billing page whenever you like.

8. Taxes

Prices are shown exclusive of GST, which is added at the applicable rate at checkout. A refund returns the tax charged along with the amount refunded.

9. Questions

Anything here that is unclear, or a payment that does not look right — use the contact form and a person will read it. This policy is governed by the laws of India.