Refund Policy

1. Overview

This Refund Policy sets out when a payment to Fliok, a unit of Zusta Autonetic Private Limited, is refunded and how to ask for a refund. It applies to plan subscriptions, monthly and annual, and to the prepaid AI usage wallet. By subscribing, you agree to it.

2. Free Trial Period

Your first upgrade to a paid plan (Basic or Pro) starts with a 7-day free trial of that plan:

• The trial gives you full access to the plan you chose
• The plan fee is not charged during the trial
• You can cancel at any time during the trial without being charged the plan fee. Cancelling ends the trial immediately and your workspace returns to the Free plan
• If you do not cancel before the trial ends, the plan fee is charged automatically
• The trial does not cover WhatsApp message charges (billed by Meta). Your first paid trial adds a one-time free AI credit to your wallet; AI usage beyond it is paid from your wallet (see section 9)
• Once charged, standard refund policies apply

You can also use the Free plan, with no time limit, to evaluate the platform before upgrading.

3. Refund Eligibility

Refunds may be issued under the following circumstances:

• Technical Issues: If our platform experiences significant technical issues or downtime that prevents you from using core features for more than 48 consecutive hours
• Billing Errors: If you were charged incorrectly due to a system error or a duplicate transaction — on any payment, including later renewals. These are always refunded in full.
• Service Not as Described: If the services provided significantly differ from what was advertised on our website
• Forgotten Trial: The first payment made after a free trial, if you forgot to cancel during the trial

4. Non-Refundable Circumstances

Refunds will NOT be issued in the following cases:

• Change of mind or deciding you no longer need the service
• Failure to cancel subscription before renewal date
• Unused time remaining on your subscription (when you upgrade, the unused days of your previous plan are already credited against the upgrade, so they are not refunded separately)
• Partial month or partial year subscriptions
• Account termination due to violation of Terms of Service
• WhatsApp Business API account suspension or ban (as this is controlled by Meta/WhatsApp)
• Issues with third-party services or integrations
• Dissatisfaction with AI-generated responses or results
• AI usage already consumed from your wallet
• After 7 days from the payment date (billing errors and duplicate charges excepted)
• Second or subsequent subscription renewals (billing errors and duplicate charges excepted)

5. Refund Request Process

To request a refund, please follow these steps:

1. Contact Support: Send an email to refunds@fliok.com with the subject line "Refund Request"
2. Provide Information: Include the following details:
   • Your account email address
   • Transaction ID or payment receipt
   • Date of payment
   • Reason for refund request
   • Detailed description of any technical issues (if applicable)
3. Submit Within 7 Days: Refund requests must be submitted within 7 days of the payment date. Billing errors and duplicate charges can be reported at any time
4. Wait for Review: We review your request within 3-5 business days
5. Decision Notification: You will be notified via email about the decision

6. Refund Processing

If your refund request is approved:

• Refunds will be processed to the original payment method used
• Processing time: 5-10 business days from approval date
• Bank processing may take an additional 5-7 business days
• You will receive a confirmation email once the refund is processed
• Razorpay transaction fees (if any) are non-refundable
• When your latest plan payment is refunded in full, your subscription is cancelled and your workspace moves to the Free plan as soon as the refund is processed. A partial refund (for example, correcting a billing error) does not change your plan

7. Subscription Cancellation

If you wish to avoid future charges without requesting a refund:

• You can cancel your subscription at any time from your account settings
• Cancellation takes effect at the end of the current billing period
• You will retain access to services until the end of your paid period
• During the free trial, cancellation takes effect immediately and nothing is charged (see section 2)
• No refunds are provided for unused time after cancellation
• You can reactivate your subscription at any time

8. Annual Subscription Refunds

Special terms for annual subscriptions (Basic ₹21,588/year or Pro ₹48,588/year, plus GST, in India; $313.20 or $702/year in US dollars outside India):

• An annual payment follows the same rules as a monthly one: it is refunded only in the cases in section 3, within the limits in section 4, asked for within 7 days of the payment (billing errors and duplicate charges at any time)
• There is no pro-rated refund for the unused part of a year
• If you cancel mid-year, you retain access until the end of the annual period
• A switch between monthly and annual billing takes effect when your current billing period ends; the 7 days count from the first annual payment

9. AI Usage Wallet

On plans that include the AI assistant, AI usage is paid from a prepaid usage wallet that is separate from your subscription:

• Top-ups are prepaid credit for AI usage. 18% GST is charged on each top-up
• Your wallet balance does not expire
• Credit already used for AI replies or other AI features is not refundable
• Free credit we add to your wallet (such as the one-time trial credit) can be spent on AI usage but is never refunded or paid out. If you close your account, the refundable amount is your unused balance minus any free credit you received
• While your account is open, unused balance stays in your wallet and is not refunded, except for billing errors such as a duplicate or incorrect charge
• If you close your account, your unused balance is refundable. Email us from the account owner's address and we will refund it to the original payment method, within the processing times in section 6
• Cancelling or downgrading your subscription does not take or forfeit your wallet balance
• If you turn on auto-recharge, we notify you at least 24 hours before each debit, and you can turn auto-recharge off at any time before the debit

10. Chargebacks and Disputes

Please contact us directly before initiating a chargeback:

• We are committed to resolving billing issues fairly and promptly
• Initiating a chargeback without contacting us may result in immediate account suspension
• Chargeback fees may be charged to your account if the dispute is found to be invalid
• We may dispute chargebacks that we believe are unjustified

11. Force Majeure and Service Interruptions

In cases of extended service interruptions due to circumstances beyond our control (natural disasters, government actions, third-party service failures), we will:

• Provide service credits for downtime exceeding 48 hours
• Extend your subscription period to compensate for lost time
• Consider refund requests on a case-by-case basis for extended outages

12. WhatsApp-Related Issues

Important notice regarding WhatsApp Business API:

• Fliok is not responsible for WhatsApp account suspensions, bans, or rate limits
• Refunds will NOT be issued if your WhatsApp Business account is restricted by Meta
• You are solely responsible for complying with WhatsApp's policies and terms
• We provide tools and best practices, but cannot guarantee WhatsApp API access

13. Modifications to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We will notify active subscribers of material changes via email. Your continued use of the services after changes take effect constitutes acceptance of the modified policy.

14. Contact for Refund Requests

For refund requests or questions about this policy, please contact us: