Refunds & Cancellation Policy

(Applicable to Kiksy.ai, Kiksy.live, and WhatsApp Agentic Solutions)

At Kiksy.ai, we are committed to providing reliable AI-powered conversational agents, WhatsApp integrations, and agentic automation solutions. This Refund and Cancellation Policy applies to all Kiksy platform subscriptions and WhatsApp Agentic solutions.

1. Subscription Model

  • Services are offered on a subscription basis (quarterly, or annual) depending on the chosen plan.
  • All subscriptions are prepaid.
  • Some services may include a one-time setup, onboarding, or integration fee, which is non-refundable.

2. Cancellation Policy

Customer-Initiated Cancellation:

  • Subscriptions may be cancelled anytime via the customer dashboard or by emailing chandra.peela@kiksarvr.com.
  • Services remain active until the end of the current billing cycle; no partial refunds are issued.
  • After cancellation, customers will retain access until the billing period ends, after which services will be deactivated.

Company-Initiated Cancellation:

  • Kiksy may suspend or terminate accounts for:
    • Violation of Terms of Service
    • Misuse of the platform (spam, unlawful communications, harmful AI use)
    • Non-payment or fraudulent activity

3. Refund Policy

Eligibility for Refunds:

  • Refunds are considered only in cases of:
    • Double billing or erroneous charges
    • Non-activation of subscribed services despite confirmed payment
  • Refunds are not applicable for dissatisfaction with disclosed features, partial usage, or unused credits.

Pro-Rata Refunds:

  • For prepaid annual or multi-month subscriptions, a pro-rata refund may be processed if cancellation is requested within the first 29 days of subscription. Beyond 29 days, subscriptions are non-refundable.
  • Annual Plans: If cancelled within 29 days of activation, customers may receive a pro-rata refund, less any applicable setup/onboarding charges.

Non-Refundable Items:

  • Custom integrations, setup fees, professional services, training, and consulting are strictly non-refundable.

Processing Timeline:

  • Approved refunds will be credited to the original payment method within 30 working days.

Service Disruptions:

  • If the Kiksy platform experiences continuous downtime exceeding 48 hours (excluding scheduled maintenance, issues caused by WhatsApp/Meta APIs, or customer-side errors), partial credit may be issued at our discretion.
  • Kiksy is not responsible for outages or restrictions imposed by WhatsApp/Meta or other third-party APIs. No refunds will be made for such disruptions.

Custom Integrations & Projects: Any professional services, custom development, or integrations are billed separately and are non-refundable once delivered.

4. Free Trials & Promotions

  • If you signed up under a trial period or promotional offer, you may cancel during the trial at no cost.
  • Once upgraded to a paid plan, this Refund & Cancellation Policy applies.

5. Billing Disputes

  • All billing-related disputes must be reported within 15 days from the invoice date by emailing chandra.peela@kiksarvr.com.
  • Disputes raised after 15 days will not be eligible for review.

6. Plan & Pricing Modifications

  • Kiksy may revise subscription pricing, plan features, or terms from time to time.
  • Customers will be notified in advance, and changes will only apply from the next billing cycle, unless otherwise agreed in writing.

7. Customer Data & Interactions

Data Retention:

  • Customer conversation logs and interaction records are retained for the duration of the subscription and up to 90 days post-cancellation for compliance and dispute resolution.

Data Backups:

  • Daily backups are maintained for service continuity and disaster recovery.
  • Customers may request an export of their data during the subscription or within 30 days of cancellation.

Data Deletion:

  • Upon verified request, all identifiable customer data will be permanently deleted from active systems and backups within 90 days, unless legally required otherwise.

Access to Source Systems:

  • Integrations with CRMs, ERPs, or databases occur only with explicit customer consent.
  • All credentials and API keys are encrypted and secured under strict internal governance.
7.1 Data Handling & Governance

Customer Conversations & Data Usage:

  • All conversations between users, WhatsApp agents, and human avatar agents are encrypted and stored securely.
  • Customer data is used solely for:
    • Delivering the contracted services
    • Improving AI accuracy and personalization (only with anonymized data where possible)
    • Compliance with applicable laws
  • Kiksy does not sell or trade customer data to third parties.
7.2 Data Retention & Backups
  • Customer conversation logs and interaction records are retained for as long as the subscription is active and up to 90 days after cancellation for support, compliance, or dispute resolution.
  • Daily backups of customer data are performed to ensure continuity and disaster recovery.
  • Customers may request an export of their data during their subscription or within 30 days of cancellation.
  • Upon customer request, all identifiable data will be permanently deleted from active systems and backups within 90 days, except where retention is legally required.
7.3 Access to Databases & Source Systems
  • Agents (WhatsApp and avatars) may be integrated with third-party source systems (e.g., CRM, ERP, ecommerce, or customer support platforms) only through customer consent.
  • Kiksy does not access customer source systems beyond what is explicitly authorized.
  • API keys, credentials, and database connections are encrypted and governed by strict internal access controls.

8. Contact & Dispute Resolution

For refunds, cancellations, or data-related requests, contact:

Disputes will be resolved under Indian law, with Bangalore courts having jurisdiction.