Refund Policy

This Refund Policy applies to all purchases made through www.vaanilabs.in and the in-product checkout (which is operated by Razorpay). It is incorporated by reference into our Terms of Service. In the event of any conflict with a signed enterprise order form, the order form prevails.

PAYG customers buy wallet credit in advance. Voice minutes, meeting minutes, and AI token usage are debited from the wallet at the rates published in your dashboard at the moment of consumption.

• Consumed minutes are not refundable. Once a call has been placed or a meeting has run, the corresponding charge is final.
• Unused wallet balance is refundable within 90 days of your last activity, on written request, less any payment-processor fees that Razorpay does not return to us when we issue the refund (typically 2–3% of the original payment).
• Top-ups made by mistake (wrong amount, duplicate transaction) are fully refundable if reported within 7 days.

• 14-day satisfaction window (first purchase only). If you cancel within 14 days of your first paid subscription with Converlane, we refund the unused portion on a pro-rata basis. This window applies once per workspace and does not reset if you switch plans.
• Cancellation outside the 14-day window. Cancellation takes effect at the end of the current billing cycle. We do not refund partial months or partial years for renewals.
• Annual prepayments. Refundable on a pro-rata basis if cancellation is due to a documented uncured material breach by Converlane (security incident, failure to meet a contractual SLA). Otherwise non-refundable.
• Plan downgrades. Take effect at the next renewal date. We do not issue refunds for the price difference of the current period.

The free tier (30 minutes of meeting agent time per calendar month, plus a small one-time PAYG wallet credit for new accounts) is, by definition, not paid for. Nothing under it is refundable.

1. Email billing@vaanilabs.in from the email address on the workspace, with subject line Refund request.
2. Include the Razorpay payment ID(pay_*) or order ID (order_*), the workspace name, and a short description of why you are requesting a refund.
3. We acknowledge within 2 business days and aim to make a decision within 7 business days.
4. Approved refunds are issued back to the original payment method via Razorpay. Settlement to your bank or card typically takes a further 3–7 business days depending on your issuer.

We do not refund charges that arise from:

• Use of the service in violation of our Acceptable Use policy (Terms §3).
• Outages or quality issues at upstream telecom carriers, model providers, or other third parties — except where these breach a written enterprise SLA.
• Charges incurred by anyone using your API key, where the key was not properly secured. (See Terms §2.)
• Currency-conversion losses if the original payment was made in a currency other than INR.

Questions about this policy or a specific charge? Email billing@vaanilabs.in. For everything non-billing, see the contact page.