Refund Policy

1. How Our Billing Works

Vokeva operates on a usage-based model. There are no monthly subscription fees. Every account receives a free monthly allocation that resets at the start of each calendar month. When your free allocation runs out, your agents pause automatically. To resume, you top up your account balance by emailing support@vokeva.com with a minimum of $10 USD.

Because there are no recurring charges, no invoices are issued automatically, and no money is ever taken from you without your explicit action.

2. Free Allocation

Every account includes the following free allocation each month, which resets on the 1st of each calendar month:

• 20 free voice minutes
• 100 free chat messages
• 100 free support tickets

Free allocations have no monetary value and cannot be refunded, transferred, or carried over to the following month.

3. Credit Top-Ups

When you request a credit top-up by emailing support@vokeva.com, you are purchasing prepaid account credit. The minimum top-up amount is $10 USD. Credit is added to your account manually by our team after payment is confirmed.

Account credit:

• Does not expire
• Is consumed as you use voice, chat, and other paid features
• Is not transferable between accounts
• Is not redeemable for cash under normal circumstances

4. When Refunds Are Eligible

We will issue a refund or credit in the following circumstances:

• Duplicate payment: You were charged more than once for the same top-up request due to a processing error.
• Payment not applied: You made a payment but credit was never added to your account within 48 hours.
• Technical failure: A platform outage or error on our side consumed your credit without delivering the service. In this case we will either refund or restore the credit equivalent.
• Incorrect amount charged: You were charged a different amount than agreed in writing.

Refund requests for any of the above must be submitted within 7 days of the transaction date. After 7 days, all payments are final.

5. When Refunds Are Not Eligible

Refunds are not available in the following cases:

• You topped up your account but did not use the credit — unused credit is non-refundable
• You no longer wish to use Vokeva — unused credit is non-refundable on account closure
• You accidentally topped up more than intended — we recommend topping up the minimum $10 at a time to avoid this
• Your agents consumed credit as expected but you were not satisfied with the AI output quality — we recommend testing with the free allocation before topping up
• Requests submitted more than 7 days after the transaction date

6. How to Request a Refund

To request a refund, email support@vokeva.com with the subject line "Refund Request" and include:

• Your account email address
• The date and amount of the payment
• A brief description of the issue
• Any supporting evidence (payment confirmation, screenshot of error, etc.)

We aim to respond to all refund requests within 2 business days. Approved refunds are processed within 5–10 business days depending on your payment method.

7. Contact Us

For any billing or refund questions, contact us at:

Support: support@vokeva.com
General: support@vokeva.com

This Refund Policy is governed by the laws of India and should be read alongside our Terms of Service and Privacy Policy.