Refund & Cancellation Policy

1. Overview

Canary is a subscription-based SaaS product operated by Optivus. This policy outlines how cancellations, refunds, and plan changes are handled for paid subscriptions (Growth and Scale plans).

2. Free Plan (Starter)

The Starter plan is free and does not require a payment method. No billing, cancellation, or refund terms apply to the free plan. You may use the Starter plan indefinitely.

3. Cancellation

3.1 How to Cancel

You may cancel your paid subscription at any time through the admin dashboard:

1. Log in at admin.canarychat.app
2. Navigate to Settings → Billing
3. Click "Cancel plan"
4. Confirm the cancellation

3.2 What Happens After Cancellation

• Immediate access continues. Your paid features remain active until the end of your current billing period. You are not charged again.
• Automatic downgrade. At the end of the billing period, your account is downgraded to the Starter (Free) plan with the following limits:
  • 50 conversations per month
  • 5 file uploads (excess files are archived)
  • 1 knowledge source
  • 1 team member
  • 30-day data retention
• Data preservation. Your conversations, leads, and knowledge base content are not deleted upon cancellation. They remain accessible within the limits of the Starter plan. Archived files can be restored if you upgrade again.

3.3 Cancellation by Us

We may cancel your subscription if your payment fails after multiple retry attempts by the payment provider. In this case, your account will be downgraded to the Starter plan. We will notify you by email before any involuntary cancellation.

4. Refund Policy

4.1 General Policy

Subscription fees are charged in advance for each monthly billing cycle. No prorated refunds are provided for unused portions of a billing period after cancellation. You retain access to paid features until the end of the period you have already paid for.

4.2 Exceptions

We may issue refunds at our discretion in the following cases:

• Duplicate charges: If you are charged twice for the same billing period due to a technical error, we will refund the duplicate charge in full.
• Service unavailability: If the Service experiences extended downtime (more than 72 consecutive hours) during your billing period, you may request a prorated refund for the affected period.
• Billing errors: If you are charged after a valid cancellation request, we will refund the erroneous charge in full.

4.3 Refund Process

To request a refund under the exceptions above:

1. Email billing@optivustechnologies.com with your account email and a description of the issue
2. We will review your request within 3 business days
3. Approved refunds are processed via Razorpay to your original payment method within 5–7 business days

4.4 No Refunds For

• Partial months of service after voluntary cancellation
• Exceeding conversation or feature limits (upgrade to access more)
• Dissatisfaction with AI response quality (we recommend testing on the free plan first)
• Failure to cancel before a billing renewal date

5. Plan Changes

5.1 Upgrading

You may upgrade your plan at any time. The new plan takes effect immediately upon successful payment. You will be charged the full monthly price of the new plan. No prorated credit is given for the remaining days on your previous plan.

5.2 Downgrading

To downgrade (e.g., Scale → Growth), cancel your current plan and subscribe to the lower plan after the current billing period ends. Feature limits of the new plan will apply immediately upon downgrade:

• Excess knowledge files will be archived
• Excess team members will retain access until removed by the account owner
• Features not included in the lower plan will be locked

6. Payment Failures

If a recurring payment fails, Razorpay will automatically retry the charge according to their retry schedule. During this period, your subscription remains active. If all retry attempts fail, your subscription will be marked as "halted" and your account will be restricted to Starter plan limits until payment is resolved.

7. Currency

All prices are listed in US Dollars (USD). For Indian customers, the equivalent amount in Indian Rupees (INR) will be charged by Razorpay at the prevailing exchange rate. Applicable taxes, including GST (18%), will be added to the subscription amount for Indian customers.

8. Contact

For billing questions, refund requests, or cancellation assistance:
billing@optivustechnologies.com