Refund Policy

Effective Date: January 6, 2025

Januscaler ("Company," "we," "us," or "our") is committed to delivering reliable WebRTC-based communication services (the "Service") and ensuring customer satisfaction. This Refund Policy outlines the terms and conditions for requesting and processing refunds for fees paid in connection with the Service. All refunds are subject to our Terms and Conditions and Acceptable Use Policy (AUP).

1. General Refund Policy

Refunds are available only under specific circumstances, including:

  • Billing Errors: Verified errors in our billing process, such as overcharges or incorrect invoicing.
  • Service Unavailability: Downtime or unavailability of the Service solely attributable to Januscaler, exceeding the commitments outlined in our Service Level Agreement (SLA) (see Terms and Conditions, Section 8).
  • 7-Day Money-Back Guarantee: Eligible new Customers may request a refund within 7 days of their initial Service purchase, as detailed in Section 2.

Refunds will not be granted for:

  • Customer misuse of the Service, including violations of the Terms and Conditions or AUP.
  • Downtime or disruptions caused by third-party services, infrastructure, or force majeure events (e.g., natural disasters, governmental actions).
  • Dissatisfaction with Service features or performance, unless attributable to a verifiable failure by Januscaler.
  • Usage-based fees for API calls or services already consumed.

2. 7-Day Money-Back Guarantee

2.1 Eligibility: New Customers are eligible for a 7-day money-back guarantee on their initial Service purchase, applicable only once per Customer. This guarantee applies to the first Service ordered and does not extend to subsequent orders or renewals.

2.2 Exclusions:

  • Cryptocurrency Payments: Refunds are not available for payments made via cryptocurrency due to transaction irreversibility.
  • Software License Fees: Fees for third-party software licenses (e.g., API integrations) are non-refundable.
  • Abuse or Extensive Use: The guarantee is void if the Service is found to have been extensively used or if abuse reports (e.g., violations of the AUP) are received within the 7-day period.

2.3 Request Process: To request a refund under this guarantee, follow the process outlined in Section 4.

3. Eligibility for Refunds

To be eligible for a refund, you must:

  • Submit a written refund request within:
    • 7 days of the invoice date for the 7-day money-back guarantee.
    • 15 days of the invoice date for billing errors or SLA-related claims.
  • Provide supporting documentation, such as invoices, error logs, screenshots, or other evidence of the issue.
  • Ensure your Account is in good standing with all prior invoices fully paid and no violations of the Terms and Conditions or AUP.
  • For cryptocurrency payments, provide identity verification (e.g., a scanned copy of a valid ID or passport) if requested.

4. Refund Process

4.1 Submission: Submit your refund request via email to [email protected] with the subject line "Refund Request: Invoice Number." Include your Account details, the reason for the request, and any supporting documentation.

4.2 Review: Our billing team will review your request within 10 business days. We may contact you for additional information or clarification.

4.3 Processing: If approved, refunds will be issued to the original payment method within 10 business days of approval. For cryptocurrency payments, refunds are not available, but we may offer Account credits at our discretion.

4.4 Partial Refunds: At our discretion, we may issue partial refunds for:

  • Unused portions of prepaid services, prorated based on API usage.
  • Specific Service disruptions affecting only part of your usage, as determined by the SLA.

5. Non-Refundable Charges

The following charges are non-refundable:

  • Usage-based fees for API calls or services already consumed.
  • Third-party fees, such as payment gateway charges or software license fees.
  • Setup fees, onboarding charges, or custom development work.
  • Fees incurred prior to the submission of a refund request.

6. Chargebacks

6.1 Consequences: Initiating a chargeback without following the refund process will result in immediate suspension of your Account and access to the Service.

6.2 Disputes: We reserve the right to dispute chargebacks and pursue any owed amounts, including associated fees and legal costs, through legal means.

6.3 Costs: Any fees or costs incurred in disputing a chargeback will be added to your outstanding balance, and you remain liable for payment.

7. Changes to This Refund Policy

We may update this Refund Policy from time to time. Material changes will be communicated via email or through the Service at least seven (7) days before taking effect. Continued use of the Service after changes constitutes acceptance of the updated policy.

8. Contact Information

For questions or to submit a refund request, contact:

Januscaler
Email: [email protected]
Address: 110095, Delhi, India