Refund and Cancellation Policy

Avrosh is sold as an annual subscription. The price is shaped to your business and quoted privately, so there is no public price list and no figure appears here.

Billing is arranged at the account level, not per business. If your account is already paying and you add another business, that business is active from the moment you create it. There is no separate subscribe step for it, and there is no per business cancel button in the product. Cancellation is therefore an account level conversation rather than a switch you flip on one location. If you want one business removed from a multi business account, write to us and we will agree what that does to the arrangement.

You can cancel at any time. There are two routes. The first is the customer portal of our payments provider, reachable from the Usage page in your dashboard, which is also where your invoices live. The second is to write to hello@avrosh.com.

Whichever route you take, email us as well, so the effective date is agreed in writing rather than inferred from a webhook. We do not require a notice period today. If you hold a signed agreement that names one, that agreement governs; an account without one has no notice period, because none was ever set.

This is the part most policies get wrong, so we will be exact about it. When a subscription is cancelled, lapses or a payment fails, the account is marked overdue. An overdue account keeps serving. The AI keeps answering your customers, your staff keep logging in, bookings keep landing, and nothing goes dark on a timer.

There is no grace period of a fixed length, because there is nothing for a grace period to expire into. Switching an account off is a manual decision, made by a person, and we will tell you before we make it. We would rather write that than publish a tidy number the software does not enforce.

One consequence worth naming: if you cancel and stop using the service, the account does not quietly stop billing itself or stop serving. Tell us, and get the date in writing.

Depending on how your account was set up, your annual charge is either a single payment that you renew deliberately, or a recurring charge handled by the payments provider.

If yours is the single payment kind, the paid year is stamped on the account. When it runs out, the account moves to overdue and a renew card appears in your dashboard. As above, overdue keeps serving; the card is a prompt, not a shutter.

If yours is the recurring kind, the payments provider handles the renewal and you can stop it yourself in the portal. Your invoices show which of the two you have, and we will tell you if you ask.

Refunds are issued through our payments provider, which is the merchant of record for your subscription. Card details never reach us at any point.

There is no automatic pro rata refund of an annual term and no fixed refund window. We do not publish one because we do not operate one. A request is read by a person and answered in writing. If you hold a signed agreement naming a refund window or a pro rata formula, that figure was set at signature and it governs. Self serve accounts have no such figure and are governed by the public Terms and this page alone.

Three cases we will refund without argument, because they are our error and not a judgement call:

• You were charged twice for the same period.
• You were charged after we had agreed a cancellation date.
• You were charged for a business that was never provisioned.

A refund of the annual charge voids the paid year. The account returns to the unpaid state as soon as the refund is processed, and guest chat stops answering. The one exception is prepaid credit: if the business still holds credit, it keeps serving and spends that credit per conversation until the balance reaches zero.

This is the one billing event in the product that takes effect immediately. Cancelling does not, lapsing does not, a failed payment does not. A refund does. Ask for one only if you are ready for the service to stop.

We will not refund the following, and we would rather say so than leave it to a conversation later:

• Usage already delivered. A conversation that was answered, a call that was taken, a booking that was captured.
• Time already served on an annual term, absent a signed agreement that provides otherwise.
• A change of mind about content you entered, or about how much your staff used the dashboard.
• Services you engage and pay for directly, such as your own mail server or an integration destination you configure. Those are billed by them, not by us, and we have nothing to return.
• Payments your customers made to you. See the next section.

Voice is metered and is paid from prepaid credit, bought in top ups and spent per conversation.

If a top up is refunded, the refund claws the credit back out of the balance. If usage already spent it, the balance stops at zero and we do not chase the shortfall; that loss sits with us. Unused credit is not automatically converted back to cash on cancellation. Whether a remaining balance can be cashed out rather than spent is decided case by case today, and we would rather admit that than invent a rule this page cannot keep.

Avrosh never takes or holds your customers' money. Where you accept bank transfer or payment on arrival, that payment goes from your customer to you, directly. We hold the record of it, including any proof of transfer image your customer uploaded, but never the funds.

So a refund to one of your customers is yours to make, on your own terms, and it is never a chargeback against us. Nothing on this page limits what you owe your own customers.

We do not guarantee uninterrupted availability absent a separate service level agreement, and we do not publish an uptime credit percentage, because there is no automated credit engine behind one. Publishing a figure we calculate by hand would be a decoration.

If the service is materially unavailable for a period that matters to your business, write to us with the dates and what stopped working. We will check our logs, tell you what actually happened, and agree a remedy, which may be a credit or a refund of the affected period. A named uptime figure or credit formula exists only where a signed service level agreement names one.

Our overall liability is capped as stated in the Terms.

If a charge looks wrong, email hello@avrosh.com with the invoice. Invoices are in the payments provider portal, linked from your dashboard. We answer in writing.

Raising a chargeback before contacting us is the slowest route, not the fastest. The payments provider will usually freeze the account while it investigates, and a frozen account is one that has stopped answering your customers.

If we cannot settle a dispute between us, the escalation path is the one in the Terms: binding arbitration administered by SIAC, seat Singapore, in English. The contract itself is governed by Indonesian law. Those are two different things and we do not conflate them. The reason for a Singapore seat is practical rather than legal theatre: an arbitral award is enforceable in more than 170 countries under the New York Convention, to which Indonesia, the United States and every European Union member state are party, while a court judgment from any one of those jurisdictions generally is not enforceable in the others. The contracting party is PT Laras Teknologi International, incorporated in Indonesia.

Cancelling billing does not delete anything. There is no purge on cancellation, no countdown, and no automatic export. Your content, bookings, customer records, conversations and call transcripts stay where they are until you delete the business yourself or ask us to.

Two things to know while you decide. First, no call audio is recorded or stored, but a written transcript and a call record are, and those have no automatic prune: they live for the life of the account. Second, operator side export is not self serve yet. If you want a copy of your data, ask us before you delete anything, because deletion is real.

Customer side export and erasure are built and do work on their own: a customer of yours can request their own record and their own erasure through the product, and erasure strips the identifying fields in place.

Deleting is deliberate and it is yours to do. In the dashboard you delete a business by typing its exact name. It vanishes from every surface immediately, guest and staff alike.

For seven days you can restore it. After that a scheduled job hard purges it, and that purge is irreversible: services and rooms, bookings, orders, customer records, conversations, transcripts, uploaded photos and proof of transfer images all go, and we cannot bring them back.

There is no self serve delete for a whole account. To close an account entirely, write to hello@avrosh.com and we will confirm what will be removed before we remove it.

If we change how cancellation or refunds work, we update this page and its review date. A change that reduces what you are owed will not be applied to a term you have already paid for.

Anything on this page that you want in writing for your own records, ask us at hello@avrosh.com.