Cancellation & Refund Policy

SWS-Agents Cancellation & Refund Policy

(Effective Date: 25 July 2025 – compliant with the Consumer Protection Act 2019, Information Technology Act 2000 and allied Rules of India)

Definitions

Term

Meaning

“Client” / “You”

The individual, company, or entity purchasing SWS-Agents licences, usage credits, or professional services.

“Subscription”

Any recurring plan for access to SWS-Agents software, API, telephony minutes, or AI workflows.

“One-time Service”

Custom development, onboarding, consulting, or any fixed-scope deliverable purchased separately from a Subscription.

“Billing Cycle”

The period for which fees are charged—monthly, quarterly, or annually— as indicated on the invoice.

“Effective Cancellation Date”

The date on which SWS Solutions Pvt Ltd (“SWS”) confirms receipt of a valid cancellation request from the authorised account holder.

Scope

This Policy governs all cancellations, downgrades, and refund requests for SWS-Agents software licences, AI-calling minutes, and ancillary services purchased directly from SWS.

If You subscribe through an authorised reseller or marketplace, their policy will apply in addition to ours.

Cancellation Rules

  1. Self-Service Subscriptions
    • May be cancelled any time before the next Billing Cycle via the dashboard’s “Manage Plan” link.
    • The Effective Cancellation Date will be immediate, but access continues until the end of the paid-up period unless You request earlier termination.
  2. Enterprise & Annual Contracts
    • Require 30 days’ written notice to info@elvekgroup.com.
    • Early termination fees (ETF) equal to 20 % of the remaining contract value apply unless cancellation is triggered by material breach on SWS’s part.
  3. One-time Services
    • Can be cancelled up to the earlier of (a) 48 hours after order confirmation or (b) project kick-off. Afterwards, 100 % of quoted fees become non-refundable.
  4. Add-on Telephony Minutes / Usage Credits
    • Pre-purchased credits are non-cancellable and remain valid until their stated expiry (generally 12 months from purchase).

Refund Eligibility & Amount

Scenario

Refund Eligibility

Refund Amount

First-time Monthly Plan cancelled within 7 calendar days of initial purchase

Eligible (“No-Risk Trial”)

100 % of fees paid, minus payment-gateway charges

Renewing Monthly Plan cancelled before renewal date

Not applicable (no charge yet)

0

Renewing Monthly Plan cancelled after renewal date

Not Eligible

0

Annual or Multi-Month Plan cancelled before start-date

Eligible

95 % (5 % retained for administrative costs)

Annual or Multi-Month Plan cancelled mid-term due to SWS breach of SLA*

Eligible

Prorated for unused months

Downgrade to lower tier

Eligible

Credit applied to next invoice

Add-on Credits unused after 12 months

Not eligible

0

* Breach must be validated through ticket logs vs. documented SLA uptime.

Process to Request Refund

  1. Submit a ticket via the support portal or email info@elvekgroup.com with:
    • Registered company name & account email
    • Invoice / order ID
    • Reason for cancellation or refund request
  2. Our billing team acknowledges within 2 business days and may request additional information.
  3. Approved refunds are processed to the original payment method within 7–10 Indian banking days; international cards may take longer due to intermediary banks. In case refund through original payment method is not possible, due to any technical reason, SWS-Agents will make arrangements for alternate channels of refunding amount in consultation with the client, subject to the availability of existing alternative functional legal mechanisms for money transfer. The time taken in such cases may exceed 10 days.

Non-Refundable Items

  • Payment-gateway / forex conversion fees already levied.
  • Taxes collected and remitted to authorities (GST, withholding tax).
  • Services delivered in full (e.g., completed integrations, consultancy hours).
  • Third-party platform fees (e.g., Twilio, Retell AI, or other SIP providers) passed through at cost.

Chargebacks & Disputed Payments

  • Please contact us before raising a chargeback; most issues are resolved swiftly.
  • Unfounded chargebacks will incur an investigation fee of ₹1,500 or USD $25 per incident.

Policy Modifications

SWS may update this Policy to meet statutory obligations or improve clarity. We will give at least 15-days’ email notice before changes that reduce your refund rights.

Contact

Billing & Legal Desk
Sahir Web Solutions

A unit of Elvek Technologies
SCO 123-124, Sector 17-c, Chandigarh 160017, India
✉ info@elvekgroup.com ☎ +91-9988228440