Refund Policy

1. Overview

Bina AI Pvt Ltd ("BinaLabs") offers a transparent refund policy designed to be fair to both our customers and our business. This policy applies to all paid subscriptions on the BinaLabs platform. By subscribing, you acknowledge and agree to the terms set out below.

2. Free Trial

All new customers on Starter and Growth plans receive a 14-day free trial. No credit card is required to start your trial. You will not be charged during the trial period. If you choose not to continue, simply cancel before the trial ends — you will not be billed.

3. Monthly Subscriptions

Monthly subscriptions are billed in advance at the start of each billing cycle. You may cancel your monthly subscription at any time. Cancellation takes effect at the end of the current billing period, and you will retain access to the Platform until then.

Monthly subscriptions are non-refundable once a billing cycle has begun, except in the cases described in Section 6 (Exceptional Circumstances).

4. Annual Subscriptions

Annual subscriptions are billed upfront for a 12-month term. If you cancel an annual plan:

• Within 7 days of payment: Full refund issued, no questions asked.
• Between 8–30 days of payment: Pro-rated refund for unused months, minus a 10% processing fee.
• After 30 days: No refund will be issued. You retain access until the end of the annual term.

5. Overage & Add-on Charges

If you exceed your plan's call limit, overage fees are calculated at ₹8 per call (Starter), ₹6 per call (Growth), or your negotiated rate (Enterprise). Overage charges are non-refundable once incurred, as they represent actual usage of infrastructure resources.

6. Exceptional Circumstances

We may issue full or partial refunds at our sole discretion in the following situations:

• Significant service downtime (exceeding our 99.9% SLA) during your billing period that we are unable to credit
• Technical failures on our end that prevent you from using the Service entirely
• Billing errors or duplicate charges
• Fraudulent charges on your account (subject to investigation)

In these cases, please contact us within 14 days of the issue occurring.

7. Non-Refundable Items

The following are not eligible for refunds under any circumstances:

• One-time setup or onboarding fees
• Custom development or integration work
• Consumed call credits or overage usage
• Add-ons activated and used during the billing period
• Promotional or discounted plans explicitly marked as non-refundable

8. How to Request a Refund

To request a refund, email billing@binalabs.ai with:

• Your registered email address
• Your account/invoice number
• The reason for your refund request

We will acknowledge your request within 2 business days and resolve eligible refunds within 7–10 business days. Refunds are issued to the original payment method. UPI refunds may take up to 5 business days to reflect; card refunds may take 7–10 business days depending on your bank.

9. Chargebacks

We ask that you contact us before initiating a chargeback with your bank. Unauthorized chargebacks may result in immediate account suspension and may be disputed. We are committed to resolving billing issues fairly and promptly.

10. Changes to This Policy

BinaLabs reserves the right to modify this Refund Policy at any time. Changes will be communicated via email and posted on this page. Continued use of the Service after changes constitutes your acceptance of the updated policy.

11. Contact

Questions about billing or refunds? Reach us at billing@binalabs.ai. For general support, visit our Help Center or email support@binalabs.ai.