Cancellation & Refund Policy

1. Scope and Definitions

This Cancellation & Refund Policy ("Policy") governs the cancellation of subscriptions and the issuance of refunds for the Sivient AI-powered email, calendar, and meeting management assistant (the "Platform" or "Services"), operated by Sivient Technologies Private Limited, a company incorporated under the laws of India with its registered office in Bengaluru, Karnataka ("Sivient", "we", "us", or "our"). Capitalised terms not defined here have the meaning given in our Terms of Use.

2. Who Bills You

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders: it charges your payment method, calculates and collects applicable sales tax or VAT, issues your invoices, and handles refunds. Purchases are also subject to Paddle's Buyer Terms. Your charge may appear on your statement under Paddle's name.

3. Subscriptions and Free Trials

• Subscription fees are charged in advance, monthly or annually, depending on the plan you choose, and renew automatically until you cancel.
• New workspaces start with a 7-day free trial. You are not charged during the trial, and no refund applies to it.
• We send reminders before a trial ends, but you are responsible for choosing whether to subscribe.

4. How to Cancel

You may cancel your subscription at any time by either:

• Using the in-app billing settings of your workspace (Settings → Billing → Cancel subscription); or
• Emailing us at admin@sivient.com from the email address associated with your account.

Cancellation takes effect at the end of your current billing period. You keep full access until that date, and your subscription does not renew. Cancelling does not, by itself, refund fees already paid; refunds are covered in Sections 5 to 8.

5. First-Charge Refund Window

We refund the charge in full, with no questions asked, if you request it within:

• 7 days of the first charge on a monthly plan; or
• 30 days of the first charge on an annual plan, including the first annual charge when you switch from monthly to annual billing.

The window applies once per workspace. It does not cover renewal charges or charges for seats added to an existing subscription. When a full refund is issued, the subscription is cancelled and paid access ends at that time.

6. After the Window

Because access is provided immediately and continuously throughout each billing cycle, fees outside the window in Section 5 are non-refundable, and we do not provide pro-rata refunds for unused time after a cancellation, downgrade, or seat reduction. We will still review and, where appropriate, issue a full or partial refund for:

• Duplicate or erroneous charges. If you were charged more than once for the same billing cycle, or charged in error, we refund the excess amount in full.
• Unauthorised transactions. If a charge was made without your authorisation, notify us promptly and we will investigate and, on confirmation, refund the unauthorised amount.
• Failed activation. If you paid for a subscription but, due to a verified fault on our side, were never able to access the corresponding paid features, we refund the charge in full.
• Material, unresolved service failure. If the Platform is materially unavailable or non-functional for a sustained period due to a fault attributable to Sivient, and we are unable to resolve it within a reasonable time after you report it, we may issue a pro-rata refund for the affected period.
• Termination for our breach. If we terminate or are required to cease providing the Services in the circumstances described in Section 7.1 of our Terms of Use (IP indemnity), we provide a pro-rata refund of any pre-paid, unused subscription fees.

7. Sivient AI Credit Packs

Credit packs bought for Sivient AI chat are refundable in full within 7 days of purchase if none of the pack's credits have been used. A refunded pack's credits are removed from your balance. The monthly credit allowance included with your plan is not sold separately and is not refundable.

8. Your Statutory Rights

Nothing in this Policy limits any non-waivable rights you have as a consumer. Depending on where you live, Paddle's Buyer Terms may give you a statutory right to withdraw from a purchase (for example, 14 days for consumers in the EU, EEA, and UK), and you may have rights under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or other applicable law.

9. How Refunds Are Processed

• Method. Refunds are issued by Paddle to the original payment method used for the transaction. We do not issue cash refunds or transfers to a different account or instrument.
• Timeline. Once approved, refunds are initiated promptly. The time for the amount to appear in your account depends on your bank, card network, or payment provider and is outside our control.
• Taxes. Sales tax or VAT collected on a refunded amount is refunded with it.
• Currency. Refunds are issued in the original currency of the transaction; we are not responsible for foreign exchange differences applied by your bank or card network.

10. Requesting a Refund

Email admin@sivient.com from the email address associated with your account, including your workspace name, the date and amount of the charge, and the order number from your Paddle receipt if you have it. You can also contact Paddle directly through the link on your receipt. We aim to acknowledge refund requests within three (3) business days.

11. Chargebacks

If you believe a charge is incorrect, please contact us first so we can resolve it quickly. Initiating a chargeback or payment dispute without first contacting us may result in suspension of your subscription pending resolution. Where a chargeback is later found to be unwarranted, we reserve the right to reinstate the corresponding charge and recover associated dispute fees.

12. Changes to This Policy

We may update this Policy from time to time. Material changes will be notified via email or through the Platform, and the "Last updated" date above will be revised. Refund requests are assessed under the version of this Policy in effect at the time of the relevant charge.

13. Contact

For any questions about cancellations or refunds, contact us at admin@sivient.com. This Policy is governed by the laws of the Republic of India, and any disputes are subject to the dispute-resolution provisions of our Terms of Use.