1. Scope
This policy explains how refunds are handled for Matimo™ Suite of Products's paid plans and credit pack purchases ("Paid Services"), offered by ROAIQ™ Technologies Private Limited ("ROAIQ™", "we", "us"). It does not apply to the Free plan, which has no charges to refund. Matimo™ Suite of Products's billing is processed by our third-party payment processor, who acts as Merchant of Record. Charges on your statement will appear under our payment processor's name. Refunds are issued by our payment processor to your original payment method. This policy is provided in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and forms part of our Terms of Use.
2. Free Plan
The Free plan is provided at no cost. Monthly credit allowances on the Free plan do not roll over, have no cash value, and are not refundable.
3. Subscription Plans (e.g. Pro)
- Subscriptions are billed monthly in advance and renew automatically until cancelled.
- You may request a refund of your current month's subscription fee within 14 days of the charge. Eligibility is evaluated at our discretion based on usage, accounts with substantial consumption during the period are generally not eligible.
- Refund requests outside this window are also evaluated on a case-by-case basis at our discretion.
- We do not provide partial-month or pro-rated refunds for mid-cycle cancellations, access continues until the end of the current billing period.
- Nothing in this policy limits any rights you may have under applicable consumer protection law in your jurisdiction.
4. Credit Packs
- Credit packs are additional, non-recurring purchases used to top up your monthly credit allowance.
- Credit packs may be refunded within 14 days of purchase for the unused portion. Refunds are calculated based on the number of credits remaining at the time of the request, credits already consumed by agent or workflow executions are not refundable.
- Credits have no cash value and cannot be exchanged, transferred, or redeemed for cash.
5. Enterprise Plans
Enterprise plans are invoiced under a custom agreement. Refunds, credits, and cancellation terms for Enterprise accounts are governed by the order form or contract signed with ROAIQ™, which takes precedence over this policy.
6. Taxes
All applicable taxes (including VAT, GST, and sales tax) are calculated and collected by our payment processor at the time of purchase in accordance with local tax laws. Where a refund is issued, applicable taxes are refunded in accordance with the tax laws of your jurisdiction. ROAIQ™ is not responsible for any tax obligations arising from your use of Matimo™ Suite of Products outside the scope of what is collected at checkout.
7. Cancelling Your Subscription
You can cancel your subscription at any time from Settings › Billing, or by emailing support@matimo.ai. Cancelling stops future renewals, your plan remains active (including its credit allowance) until the end of the current billing period, after which your account reverts to the Free plan.
8. Billing Errors & Duplicate Charges
If you believe you were charged in error, for example a duplicate charge, an incorrect amount, or a charge after cancellation, contact us immediately at support@matimo.ai. Verified billing errors are corrected and refunded in full, regardless of the windows described above.
9. How to Request a Refund
Email support@matimo.ai with your account email, the charge in question, and the reason for your request. We aim to respond within 3 business days. Refunds may take 5–10 business days to appear on your statement, depending on your bank or card issuer.
If you have a billing concern, please contact us before initiating a dispute with your card issuer, we're committed to resolving issues directly and quickly.
10. Governing Law
This policy is governed by the laws of India and is subject to the dispute resolution and exclusive jurisdiction provisions (Bengaluru, Karnataka) in our Terms of Use. Nothing in this policy limits any right or remedy available to you as a consumer under the Consumer Protection Act, 2019, or the consumer protection law of your own country that cannot be waived by agreement.
11. Changes to This Policy
We may update this Refund Policy as our billing system and pricing plans evolve. Material changes will be communicated by posting notice on our website or via email, and the "Last updated" date above will be revised.
12. Contact
Questions about billing or refunds? Reach out to us at support@matimo.ai.