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TL;DR – Quick Summary

• 15-day window: Request refunds within 15 days of payment for pro-rata refunds
• After 15 days: Generally no refunds, but we may make exceptions in special circumstances
• Pro-rata basis: Refunds calculated based on unused service time
• How to request: Email [email protected] with your refund request
• Processing time: Refunds typically processed within 5-10 business days

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1. Overview

At urumi.ai, we strive to provide excellent service and customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed for our managed WooCommerce platform services.

2. Refund Eligibility

2.1 Standard Refund Window

Refunds may be requested within 15 days of payment for any urumi.ai service. Refunds requested within this period will be calculated on a pro-rata basis based on the unused portion of your service.

2.2 After 15 Days

Refund requests made after 15 days from the payment date are generally not eligible for refunds. However, we may choose to make exceptions on a case-by-case basis at our sole discretion, particularly in circumstances involving:

• Technical issues that significantly impact service availability
• Billing errors or payment processing mistakes
• Service failures that prevent normal use of the platform
• Other exceptional circumstances as determined by our team

3. Pro-Rata Refund Calculation

When eligible for a refund, the amount will be calculated as follows:

• Monthly Plans: Refund = (Remaining days in billing cycle ÷ Total days in billing cycle) × Payment amount
• Usage-Based Charges: Refund for any unused resources or pre-paid credits
• Setup Fees: Non-refundable unless service was never activated

Example: If you paid $49 for a monthly plan and request a refund after 10 days, your refund would be approximately $32.58 (($49 ÷ 30 days) × 20 remaining days).

4. Non-Refundable Items

The following are not eligible for refunds under any circumstances:

• Setup fees (if service has been activated)
• Third-party services or add-ons purchased through our platform
• Usage charges for resources already consumed
• Custom development work that has been completed

5. How to Request a Refund

To request a refund:

1. Contact Support: Email [email protected] with your refund request
2. Provide Details: Include your account information, payment details, and reason for refund
3. Submit Within Timeline: Ensure your request is made within 15 days of payment
4. Account Review: Our team will review your account and usage

Contact Information:

• Email: [email protected]
• Subject Line: “Refund Request – [Your Account Email]”

6. Refund Processing

6.1 Review Process

Upon receiving your refund request, we will:

• Verify your account information and payment history
• Calculate the pro-rata refund amount (if applicable)
• Review account usage and service history
• Respond to your request within 2-3 business days

6.2 Processing Timeline

Approved refunds will be processed within 5-10 business days of approval. Refunds will be issued to the original payment method used for the transaction.

6.3 Service Termination

Once a refund is processed:

• Your urumi.ai account will be cancelled
• All associated services will be terminated
• Data will be retained according to our standard retention policy
• You’ll receive confirmation of the refund and service termination

7. Exceptional Circumstances

While we maintain the 15-day standard policy, we may consider refunds beyond this period in cases of:

7.1 Service Issues

• Extended service outages not covered by our SLA
• Critical platform bugs that prevent normal operation
• Data loss incidents (not caused by user error)

7.2 Billing Issues

• Duplicate charges or payment processing errors
• Incorrect billing amounts or plan changes
• Unauthorized charges

7.3 Special Situations

• Medical emergencies or hardship cases
• Business closure or financial hardship
• Other circumstances at management discretion

8. Dispute Resolution

If you disagree with a refund decision:

1. Appeal Process: You may appeal our decision by providing additional information
2. Management Review: Appeals will be reviewed by senior management
3. Final Decision: Management decisions on refund appeals are final
4. Chargeback Notice: Initiating a chargeback may result in account suspension

9. Service Level Agreement (SLA) Credits

Separate from refunds, we may provide service credits for SLA breaches:

• Credits are applied to future billing cycles
• Credits do not constitute cash refunds
• SLA credits are governed by our separate SLA policy

10. Modifications to Refund Policy

We reserve the right to modify this refund policy at any time. Changes will be:

• Posted on our website with an updated effective date
• Communicated to existing customers via email
• Applied to new transactions after the effective date

11. Additional Terms

11.1 Currency and Fees

• Refunds are processed in the same currency as the original payment
• Payment processing fees are generally non-refundable
• Currency conversion fees (if any) are the customer’s responsibility

11.2 Tax Considerations

• Customers are responsible for any tax implications of refunds
• We may need to issue amended tax documents for refunded amounts

11.3 Account Standing

• Accounts must be in good standing to be eligible for refunds
• Accounts with terms of service violations may be ineligible

12. Contact Information

For refund requests or questions about this policy:

Support Email: [email protected]
Company: Zenvarta Technologies Private Limited
Website: https://urumi.ai

Please include “Refund Request” in your email subject line and provide your account details for faster processing.