Refund & Cancellation Policy
Last updated: 24 September 2026
We would rather you understood exactly what is refundable before you pay than discover it afterwards. This policy applies to all Dhwani subscriptions provided by AppexWeb.
1. Setup fee
The one-time setup fee is non-refundable once setup work has begun. Setup is work performed specifically for your business discovery, writing your agent, telecom and DLT registration, and testing and cannot be resold or reused.
If you cancel before we start setup work, the setup fee is refunded in full.
2. Monthly subscription
Subscription fees are billed in advance for each 30-day period and are non-refundable for the period already started. If you cancel mid-period, your service continues to the end of that period and then stops. We do not pro-rate part-months.
3. If we fail to deliver
If your agent is unavailable for more than 24 continuous hours because of a fault on our side, you may request a credit of one day’s subscription for each day affected. Outages caused by your telecom account running out of balance, by your own systems, or by force majeure are not covered.
4. First-month assurance
If, within 30 days of going live, your agent does not perform as demonstrated and we cannot fix it within 7 working days of you reporting it in writing, we will refund your first month’s subscription fee in full. The setup fee remains non-refundable, and you keep your telephone number and all recordings.
This applies to genuine performance failures the agent giving wrong answers from correctly supplied information, or failing to complete bookings it was configured to complete. It does not apply to a change of mind, a change in business circumstances, or a request for features outside the agreed scope.
5. Add-ons
Add-on setup fees are non-refundable once configuration begins. Add-on monthly fees follow the same rules as the main subscription. You may cancel an add-on separately while keeping your main plan.
6. Overage charges
Charges for minutes used beyond your included allowance are for services already delivered and are non-refundable. Your usage is visible in your dashboard throughout the month, and we will alert you as you approach your limit.
7. Telecom and messaging charges
Charges paid directly to your telecom provider or to Meta are not ours to refund. Those refunds are governed by the respective provider’s policy and must be raised with them.
8. Duplicate or failed payments
Duplicate charges or payments deducted for a failed transaction are refunded in full. Write to us with the transaction reference and we will process it within 7 working days.
9. How to request a refund
- Email [email protected] with your business name, invoice number and the reason.
- We acknowledge within 2 working days and respond with a decision within 7 working days.
- Approved refunds are returned to the original payment method within 7 to 10 working days. Bank timelines are outside our control.
10. How to cancel
Email or WhatsApp us with 30 days’ notice. No cancellation fee applies. Before your final day we will export your call recordings, transcripts and lead records to you, and confirm your telephone number remains in your own telecom account.
Contact us
For any question about this policy, or to exercise any right described above:
AppexWeb
Gandhinagar, Gujarat, India
Email: [email protected]
Phone: +91 XXXXX XXXXX