Refund Policy

1. What you pay for

• Setup fees, for onboarding work such as connecting your channels, configuring AI agents and loading your knowledge base.
• Subscription fees, charged in advance for each monthly or annual billing period.
• Usage, such as voice minutes and conversations beyond your plan's allowance, or prepaid usage bundles.
• Third-party charges, such as Meta's WhatsApp conversation fees and telecom charges, passed through at cost.

2. Cancelling your subscription

You can cancel at any time by emailing hello@necx.cloud from the account owner's email address. Your cancellation takes effect at the end of the billing period you have already paid for, and you keep access until then. We will not charge you again after that.

3. When we give a full refund

• Duplicate or incorrect charges. If you were charged twice, or charged more than your plan or invoice says, we refund the difference in full.
• Setup not started. If you cancel before we start your setup work, we refund the setup fee and any subscription fee paid in advance in full.
• Service we cannot deliver. If we are unable to provide the service you paid for, we refund the fees for the part we did not deliver.

4. What is not refundable

• Subscription fees for a billing period that has already started, including the unused part of that period.
• Setup fees once setup work has started.
• Usage that has already been consumed, such as voice minutes and conversations.
• Unused prepaid usage when your subscription ends.
• Third-party charges already incurred with Meta, telecom carriers or other providers on your behalf.

5. How to ask for a refund

Email hello@necx.cloud within 30 days of the charge, with the subject Refund request. Include your business name, the invoice or payment reference, and the reason for your request.

6. Processing time

We review every request and confirm the outcome by email within 7 business days. Approved refunds are made to the original payment method. Your bank or card issuer may take up to 14 further business days to show the refund in your account.

7. Payment disputes

If something looks wrong with a charge, please contact us before raising a dispute with your bank. Most billing problems are fixed fastest by talking to us directly.

8. Changes to this policy

We may update this policy. The date at the top of this page shows when it last changed. The policy in force when you paid applies to that payment. This policy forms part of our Terms and Conditions.

9. Contact

Questions about a charge or a refund: email hello@necx.cloud or call 011 734 1900.Circ Technologies (Private) Limited, 10/4, 14th Lane, Colombo 13, Sri Lanka.