Cancellation & Refund Policy

Introduction

This Cancellation, Refund & Enterprise Service Policy describes how Voxket AI manages subscriptions, processes cancellations and refunds, delivers Enterprise Service Level commitments, and allocates risk concerning autonomous operations.

Unless otherwise agreed in a signed Master Services Agreement (MSA), Order Form, Statement of Work (SOW), or Enterprise Subscription Agreement, this policy governs the use of all Voxket AI services, platforms, and agent architectures.

1. Enterprise Service Level Agreement (SLA)

1.1 Platform Availability

Voxket AI targets a 99.9% Monthly Platform Availability metric for all live Production Services. Monthly Availability is calculated as:

The following scenarios are explicitly excluded from availability calculations:

• Scheduled maintenance windows communicated at least 48 hours in advance
• Emergency security patches or critical vulnerability maintenance
• Force Majeure events
• Upstream customer infrastructure or third-party platform failures
• Customer misconfigurations or unsupported API adjustments
• Features explicitly designated as Beta, Preview, or Early Access

1.2 Incident Priority Matrix

*Resolution times are service objectives and may vary based on issue complexity, customer cooperation, and third-party infrastructure dependencies.

1.3 Service Credits

Enterprise Customers may request Service Credits if Voxket AI fails to meet the 99.9% Monthly Platform Availability commitment within a given billing cycle.

Service Credit Claim Framework:

• Claims must be submitted in writing to billing@voxket.ai within 30 calendar days after the conclusion of the affected month.
• Submissions must include active support ticket numbers, system log exports, and clear evidence of the platform breach.
• Approved credits will be applied exclusively to the customer’s next subsequent subscription invoice. The total combined Service Credit for any billing month shall not exceed 20% of that month’s subscription fee. Service Credits constitute the customer’s sole and exclusive remedy for failures to meet stated Service Levels.

2. Subscription Cancellation & Data Retention

2.1 Subscription Cancellation

Customers may cancel their subscription at any time via the Voxket Dashboard → Billing Settings or by contacting the Billing Team directly. Cancellation halts all future recurring billing charges. Unless otherwise outlined in a custom Enterprise Agreement, customers retain platform access until the conclusion of their current paid billing period.

2.2 Post-Expiry Data Retention

Following subscription expiry or termination:

• Customer workspace data, custom configurations, and workflow history will remain securely stored for a standard grace period of 30 calendar days, unless otherwise agreed in writing. Customers are entirely responsible for exporting all conversation histories, AI agent configurations, training prompts, and workflow analytics during this window.
• Upon expiration of the 30-day retention period, Voxket AI will permanently delete or anonymize all customer workspace data from active production systems in strict accordance with corporate data minimization standards and regional regulations, including the Digital Personal Data Protection (DPDP) Act and GDPR.

3. Refund Policy

Because Voxket AI allocates cloud infrastructure, dedicated AI compute resources, telephony capacities, and third-party language model tokens immediately upon account activation, refunds are strictly limited.

3.1 Eligible Refunds

Refunds will only be evaluated on a case-by-case basis for:

• Verified duplicate payments or transactional banking glitches
• Proven billing errors caused directly by Voxket AI systems
• Material, prolonged service unavailability attributable solely to Voxket AI core infrastructure
• First-time subscriptions requested within 14 calendar days of the initial purchase, subject to minimal, reasonable platform usage thresholds.

3.2 Non-Refundable Charges

The following categories of fees are entirely non-refundable:

• Recurring monthly subscription renewals
• Automated Runaway Usage: Any billing spikes, elevated API consumption, token utilization, or recursive execution loops triggered by unmapped upstream infrastructure modifications or misconfigured customer endpoints
• Consumed AI model inference tokens, voice synthesis runtimes, or speech transcription processing
• Dedicated telephony and carrier routing capacities
• Professional services, custom development, technical implementation consulting, or training fees

4. Limitation of Liability & AI Agentic Indemnity

4.1 Non-Deterministic Nature of AI Services

The Customer acknowledges and agrees that Voxket AI provides services leveraging autonomous artificial intelligence, large language models, and non-deterministic agentic workflows. The Customer explicitly understands and accepts that:

• Outputs Are Probabilistic: AI agent choices, data classifications, context parsing, and generated outputs are probabilistic by nature. They are not guaranteed to be completely error-free, and do not constitute formal professional, financial, legal, or banking advice.
• Verification Authority: The Customer retains sole responsibility for designing, testing, auditing, and continuous monitoring of all agent guardrails, prompt boundaries, and live execution parameters before exposing them to production environments.

4.2 Exclusion of Consequential and Indirect Damages

To the maximum extent permitted by applicable law, in no event shall Voxket AI, its affiliates, officers, directors, employees, or licensed partners be liable to the Customer or any third party for any indirect, incidental, special, punitive, exemplary, or consequential damages.

This exclusion covers loss of corporate profits, business revenue, active data, corporate goodwill, core system downtime, third-party transaction penalties, interest subvention losses, or regulatory compliance fines incurred by the Customer arising from automated AI agent choices or the execution of agentic workflows inside external operational environments.

4.3 Limitation on Automated Execution Errors

Voxket AI acts strictly as an engineering software and infrastructure provider. Voxket AI shall bear zero liability for any operational errors, financial misallocations, unauthorized data overwrites, or data protection breaches resulting from:

• An autonomous agent executing an operational action based on ambiguous, corrupted, or faulty input data supplied by the Customer’s upstream backend endpoints.
• Recursive execution loops or high-volume API requests caused by unmapped schema adjustments on the Customer’s side.
• The autonomous agent’s failure to complete an automated task within a specific millisecond threshold due to external third-party API lag, internal banking platform drops, or regional network infrastructure outages.

4.4 Absolute Financial Cap on Liability

In no event shall Voxket AI’s aggregate, cumulative financial liability arising out of or related to this Agreement—whether in contract, tort (including active negligence), strict product liability, or otherwise—exceed the total cumulative amount actually paid by the Customer to Voxket AI for the specific service module giving rise to the claim during the twelve (12) month period immediately preceding the date of the primary incident.

5. Enterprise Master Agreements

Where a customer has entered into a separately executed Master Services Agreement (MSA), Order Form, Enterprise Subscription Agreement, Statement of Work (SOW), or other negotiated legal contract with Voxket AI, the terms of that specific negotiated contract shall prevail to the extent of any explicit contradiction or inconsistency with this public policy document.

6. Contact Us

If you have any questions about cancellations, refunds, or this policy, please contact us at: