1. Scope
This policy applies to all paid Viapoie subscriptions and usage-based charges purchased directly from viapoie.com. If you purchased through a reseller or marketplace, that reseller's own refund terms apply instead.
“Workspace” refers to the Viapoie account under which your plan is purchased. Only the workspace owner or a user with the billing grant can request a refund.
2. Free trial and Sandbox
The Sandbox tier is free and does not involve any payment. There is nothing to refund.
Paid tiers offer a 14-day trial. During the trial, you can cancel at any time with no charge. If you do not cancel before the trial ends, your workspace is billed for the first full period on the plan you selected at signup.
3. Monthly subscriptions
Monthly fees for the On-Call and Response tiers are non-refundable after the first 7 days of the billing period. If you cancel within the first 7 days of a new monthly period and have made fewer than 10 incident calls through Viapoie during that period, we refund the full period fee.
After the first 7 days or after 10 or more incident calls (whichever happens first), the current period is non-refundable. Cancellation takes effect at the end of the paid period; you keep access to the Service through that date.
4. Annual subscriptions
Annual plans may be cancelled for a pro-rated refund within the first 30 days of the annual term. The refund is calculated as the unused portion of the annual fee minus any usage overages incurred during that window.
After 30 days, annual subscriptions are non-refundable for the remainder of the committed term. You may cancel renewal at any time; the current term runs to its end date.
5. Usage overages
Overage charges (incident calls beyond your plan's monthly allowance) represent delivery of a completed call through our telephony and voice provider. These charges are non-refundable once the call has been placed, because we have already incurred the underlying provider cost.
If an overage was charged for a call that failed to connect, that specific call will be credited to your next invoice on request.
6. Cancellation
You may cancel renewal at any time from your billing settings in the dashboard, or by emailing team@viapoie.com. Cancellation ordinarily takes effect at the end of the current paid period. You remain responsible for charges already incurred.
If we terminate a paid Service for convenience before the end of a prepaid term, we refund the unused prepaid portion. If you terminate for our uncured material breach under the Terms of Service, we refund the unused prepaid portion of the affected Service.
7. How to request a refund
Email team@viapoie.com from the email address on your workspace, with:
- The workspace name or slug
- The invoice number or billing date you are referencing
- A brief reason for the refund request
We acknowledge every request within two business days and process approved refunds within seven to ten business days to the original payment method. If your payment method is no longer valid, we work with you to arrange an alternative within the limits of the processor's rules.
8. Exceptions
No refund is offered where:
- The account was suspended or terminated for breach of the Terms of Service, including abusive calling, unlawful recording, or circumvention of execution restrictions.
- The request is made more than 180 days after the original charge.
- The charge is a third-party pass-through (for example, telephony fees collected on behalf of a carrier) that we cannot reverse.
Nothing in this section limits any statutory refund right you have under applicable consumer protection law.
9. Applicable law
This policy is governed by the laws of India. If you are a consumer in a jurisdiction that grants you additional non-waivable refund rights, those rights apply alongside this policy. Payment-processor rules (for example, card scheme chargeback windows) also apply and are not overridden by this policy.
10. Contact
Operator: Harjobandeep Singh, an individual based in India, operating under the name “Viapoie”.
Billing and refund requests: team@viapoie.com
Country: India