Refund & Cancellation Policy

Last updated: May 2026. Relaytiv (operated by Vitiv.ai) offers subscription-based plans billed on a monthly recurring basis. This policy explains your rights regarding cancellations and refunds. We aim to be fair and transparent — if something goes wrong, we want to make it right.

1. Overview

All Relaytiv plans are billed monthly in advance. There are no long-term contracts and no setup fees. You can cancel at any time by following the process below.

2. How to Cancel

You may cancel your Relaytiv subscription at any time by:

• Emailing hello@vitiv.ai with the subject line "Cancel Subscription" from your registered email address.
• Raising a cancellation request via the in-app support chat.

Cancellations must be requested at least 7 days before your next billing date to take effect in the current cycle. Requests received after this window will take effect at the end of the following billing cycle. You will continue to have access to the service until the end of your paid period.

3. Refund Eligibility

We offer refunds in the following circumstances:

• New subscriptions — 7-day money-back window: If you subscribed within the last 7 days and have not made significant use of the platform (fewer than 500 AI credits consumed), you are eligible for a full refund of your first payment. Email us at hello@vitiv.ai to request this.
• Duplicate charges: If your account was charged more than once for the same billing period due to a system error, we will refund the duplicate amount in full within 5–7 business days.
• Service unavailability: If the Relaytiv platform was unavailable for more than 72 consecutive hours in a given billing month due to issues on our end, you may request a pro-rata credit or refund for the days affected.

4. Refund Timelines

Once a refund is approved:

• Credit/Debit card payments: Refunds are processed within 5–7 business days and typically reflect in your account within 7–10 business days depending on your bank.
• UPI / Net Banking: Refunds are processed within 5–7 business days and typically reflect within 3–5 business days after processing.
• Wallet payments: Refunds to digital wallets are typically processed within 3–5 business days.

We will send you an email confirmation once your refund has been initiated. If you do not receive the refund within the stated timeframe, please contact us or your bank.

5. Non-Refundable Items

The following are not eligible for refunds:

• Subscription fees for months already in use beyond the 7-day new-subscriber window.
• Top-up credit packs that have been partially or fully consumed.
• WhatsApp API / messaging charges billed directly by Meta or your BSP — these are governed by their own refund policies.
• Accounts suspended or terminated due to violations of our Acceptable Use Policy or Fair Usage Policy.

6. Payment Disputes

If you believe a charge is incorrect or unauthorised, please contact us at hello@vitiv.ai before initiating a chargeback with your bank. We resolve most payment disputes within 5 business days. Unresolved disputes may be escalated to our Grievance Officer — see Grievance Redressal for details.

If a chargeback is raised without prior contact, we reserve the right to suspend the associated account pending investigation.

7. Contact Us

For all refund and cancellation requests, please reach out to us at:

• Email: hello@vitiv.ai
• Response time: We acknowledge all refund requests within 48 hours and resolve them within 5–7 business days.

For unresolved complaints, please refer to our Grievance Redressal Policy.