Refund and Cancellation Policy

This Refund and Cancellation Policy ("Policy") explains how subscription cancellations, renewals, failed payments, duplicate charges, refunds, and billing-related requests are handled for Milago AI. This Policy applies to paid subscriptions, trial-to-paid conversions, plan upgrades, plan downgrades, renewal payments, and other payment-linked access to the Milago AI platform.

Milago AI is operated by Milago Technologies Private Limited, having its registered office at 9th Floor, Brigade IRV, Nallurhalli Road, Whitefield, Bangalore 560066, Karnataka, India ("Milago", "we", "us", or "our"). In this Policy, "you" or "Customer" refers to the individual, company, organisation, workspace owner, billing administrator, or other authorised person who purchases, manages, or uses a paid Milago AI subscription.

This Policy should be read together with our Terms and Conditions, Privacy Policy, and any applicable order form, enterprise agreement, statement of work, invoice, plan description, or payment page made available to you at the time of purchase.

1. Nature of the Service

Milago AI is a business-to-business software-as-a-service (SaaS) platform that helps users capture meetings, generate transcripts, and produce AI-assisted summaries, action items, decisions, insights, and related meeting intelligence. The service is delivered digitally through the Milago web application, browser extension, meeting bot, dashboard, integrations, and related backend systems.

Because Milago AI is a digital subscription service, there is no physical product to return. Once a subscription is activated, access is made available and the Customer may immediately use platform features, including meeting recording, transcription, AI processing, workspace collaboration, billing settings, and other account-level tools depending on the subscribed plan.

Refunds are therefore handled differently from returns of physical goods and are limited to the circumstances described in this Policy.

2. Subscription Plans, Billing Cycles and Renewals

Milago may offer different plans, including free, individual, team, business, and enterprise plans. Paid plans may be billed on a monthly, annual, or other recurring basis as shown on the relevant pricing page, checkout page, invoice, or order form. The features, usage limits, meeting-duration limits, number of seats, workspace permissions, storage entitlements, AI processing limits, support level, and other plan-specific benefits may vary by plan.

Unless expressly stated otherwise at checkout or in a written enterprise agreement, subscription fees are charged in advance for the selected billing cycle. Your access to a paid plan begins once the relevant payment is successfully processed and the subscription is activated in your account or workspace.

Where auto-renewal is enabled, your subscription will renew automatically at the end of each billing cycle unless it is cancelled before the renewal date. You are responsible for reviewing the plan, renewal date, billing cycle, invoice amount, applicable taxes, and payment method before completing a purchase or allowing a subscription to renew. Failure to use the service during a billing cycle does not, by itself, create a right to a refund.

3. Payment Processing Through Razorpay and Other Payment Partners

Milago uses third-party payment gateways and payment service providers, including Razorpay, to process subscription payments, renewals, invoices, and related payment events. Your payment may be processed through cards, UPI, net banking, wallets, or other payment methods made available at checkout, depending on your location and the payment options enabled by the relevant payment partner.

Milago does not collect or store full card numbers, CVV details, or full payment instrument credentials on its own servers. These details are handled by the payment gateway or payment partner according to their own security, authentication, settlement, refund, and dispute processes. Milago may receive and store limited billing information, such as payment status, customer reference identifiers, invoice references, plan identifiers, subscription status, payment IDs, webhook confirmations, tax details, and other information needed to manage billing and subscription access.

Payments, settlements, failed-payment reversals, refund initiation, refund speed, banking delays, and chargeback handling may be affected by the rules and timelines of Razorpay, banks, card networks, UPI systems, wallet providers, and other financial intermediaries. Milago will make reasonable efforts to assist with verified billing issues, but we cannot control the internal processing timelines of banks, payment networks, or payment gateways.

4. Cancellation of Subscription

You may cancel your paid subscription by using the cancellation option available in your account or billing settings, where such option is available, or by contacting Milago support at the contact details provided in this Policy. For organisation or team workspaces, cancellation may need to be initiated by the workspace owner, billing administrator, or another authorised representative of the Customer.

Cancellation stops future renewal of the subscription. It does not automatically cancel, reverse, or refund the current billing cycle. Unless Milago expressly confirms otherwise in writing, your access to the paid plan will continue until the end of the billing period for which you have already paid. After that period ends, your account may be downgraded to a free plan, restricted plan, suspended state, or other available status depending on the product configuration and the Terms and Conditions.

If you cancel close to a renewal date, the cancellation must be completed before the renewal payment is successfully charged. A cancellation request sent after renewal has already been processed will be treated as a cancellation for the next billing cycle, unless the payment qualifies for refund under this Policy. We recommend cancelling at least a few business days before renewal where manual support assistance is required.

Cancellation of a subscription does not automatically delete your account, workspace, meeting records, recordings, transcripts, AI-generated outputs, tasks, boards, or other stored content. Account deletion and data deletion are handled separately under the account settings, Terms and Conditions, and Privacy Policy.

5. General Refund Position

Milago's default position is that subscription payments are non-refundable once the relevant paid plan has been activated or renewed. This applies to monthly subscriptions, annual subscriptions, seat-based plans, workspace plans, paid add-ons, and other digital subscription access, unless a refund is expressly permitted under this Policy, required by applicable law, or agreed by Milago in writing.

This approach reflects the nature of the service. Milago AI may begin providing value immediately after activation, including access to meeting capture, transcription, AI-generated summaries, action items, structured insights, workspace tools, and other digital features. Once these features are made available or used, the service cannot be "returned" in the way a physical product can be returned.

That said, Milago aims to handle legitimate billing issues fairly. We may approve full or partial refunds in limited cases where the payment issue is verifiable, attributable to Milago or its payment flow, or otherwise required by law.

6. When Refunds May Be Considered

Milago may consider a refund request where one or more of the following circumstances apply:

• You were charged more than once for the same subscription, invoice, plan, or billing period;
• Payment was successfully deducted but the paid plan was not activated within a reasonable time due to an issue attributable to Milago or its payment confirmation flow;
• You were charged for the wrong plan, wrong billing cycle, or wrong number of seats due to a technical or billing error attributable to Milago;
• You were charged after a cancellation had been validly completed and confirmed before the applicable renewal date;
• Milago materially failed to provide access to the subscribed service for reasons within Milago's reasonable control and did not resolve the issue within a reasonable period after receiving notice; or
• A refund is required under applicable law or a specific written agreement signed or accepted by Milago.

Milago may require reasonable proof before approving any refund, including payment screenshots, transaction IDs, invoice copies, payment gateway reference numbers, bank debit messages, account email addresses, workspace details, and details of the issue. Submission of a refund request does not guarantee approval.

7. Non-Refundable Situations

Unless required by applicable law or expressly agreed in writing, Milago will generally not provide refunds where the subscription was successfully activated and the issue arises from a change in preference, non-use, internal business decision, or user-side circumstance.

For clarity, refunds will generally not be provided where:

• you changed your mind after purchasing a subscription;
• forgot to cancel before renewal; did not use the service during the billing cycle;
• selected the wrong plan but did not report the issue promptly;
• no longer need the service; failed to attend or record meetings;
• used meeting minutes, transcription, AI-generated summaries, workspace seats, or other plan entitlements;
• or experienced issues caused by your device, browser, internet connection, meeting platform, calendar configuration, incorrect meeting link, third-party account settings, or unauthorised changes within your workspace.

Milago also does not provide refunds for unused meeting minutes, unused AI credits, unused storage, unused seats, unused workspace access, or unconsumed plan entitlements unless the applicable plan description or written agreement expressly states otherwise. Plan entitlements are subscription benefits, not cash balances, and cannot be exchanged for money, transferred to another user, or carried forward beyond the billing period unless Milago expressly permits it.

No refund will be due where an account or workspace is suspended, restricted, or terminated due to breach of the Terms and Conditions, unlawful recording, failure to obtain required meeting permissions, misuse of the platform, payment fraud, security abuse, attempted circumvention of plan limits, infringement, or other prohibited conduct.

8. Monthly and Annual Subscriptions

For monthly subscriptions, cancellation will normally take effect at the end of the current monthly billing cycle. Milago does not provide pro-rated refunds for the unused portion of a month where the plan has been activated, unless the payment qualifies under the refund eligibility criteria in this Policy.

For annual subscriptions, cancellation will normally stop renewal for the next annual term but will not automatically refund the remaining part of the current annual term. Annual plans usually reflect a discounted or committed pricing structure compared with month-to-month access. For this reason, Milago does not provide automatic pro-rated refunds for annual subscriptions after activation. However, Milago may, at its discretion, consider a partial refund or account credit in exceptional cases involving verified billing errors, failed activation, duplicate payment, material service failure attributable to Milago, or legal requirement.

Any refund or credit for an annual plan, where approved, may be calculated based on the specific facts, plan usage, discount applied, time elapsed, platform consumption, taxes, payment partner process, and any other relevant commercial factors.

9. Free Trials, Free Plans and Promotional Offers

Milago may offer free plans, trials, pilots, promotional pricing, coupons, credits, or discounted access from time to time. The availability, duration, scope, limits, and conversion rules for such offers will be as stated on the relevant page, invitation, checkout flow, or written agreement.

Where a free trial converts into a paid plan, the Customer is responsible for cancelling before the trial ends if they do not wish to continue with paid access. If a payment is charged after a trial or promotional period in accordance with the disclosed terms, the charge will not be refundable merely because the Customer forgot to cancel, did not use the service, or no longer wants to continue.

Promotional credits, coupons, trial credits, goodwill credits, referral credits, or discounted entitlements have no cash value unless expressly stated otherwise. They are not refundable, exchangeable, transferable, or redeemable for cash.

10. Upgrades, Downgrades and Plan Changes

If you upgrade your plan during a billing cycle, Milago may charge the applicable upgrade amount immediately, apply a pro-rated adjustment, or follow another billing treatment shown in the dashboard, checkout flow, or invoice. The upgraded features may become available once the payment is successfully processed and the plan change is activated.

If you downgrade your plan, the downgrade will normally take effect from the next billing cycle unless the product flow or Milago support confirms a different effective date. Milago does not provide cash refunds for voluntary mid-cycle downgrades. Certain features, limits, stored content access, collaboration controls, or administrative capabilities may be reduced or restricted after a downgrade.

Customers are responsible for reviewing the effect of upgrades and downgrades before confirming the change, especially where the plan affects meeting duration, recording limits, workspace seats, AI processing capacity, storage, integrations, or team access.

11. Failed Payments, Pending Payments and Duplicate Debits

A payment may fail, remain pending, or appear as debited due to bank-side, gateway-side, network-side, authentication, or technical issues. If your bank account, card, UPI account, wallet, or other payment instrument is debited but Milago does not receive successful payment confirmation, the amount may be automatically reversed by your bank or payment provider according to their timelines.

If the amount is not reversed within the expected banking period, you may contact Milago support with the relevant transaction details. Milago will review the payment status available to it and may coordinate with the payment gateway where appropriate. However, where Milago has not received the funds or the payment remains unsuccessful at the gateway level, the reversal may need to be completed by the issuing bank, UPI provider, wallet provider, or payment partner.

If you believe you have been charged twice for the same plan or invoice, you should notify Milago promptly. Verified duplicate charges may be refunded to the original payment source after confirmation.

12. Refund Request Process

To request a refund, you must contact Milago at support@milago.ai within fourteen (14) days from the relevant payment date, unless a longer period is required by applicable law or expressly agreed in writing. Refund requests submitted after this period may be declined unless they relate to duplicate payment, confirmed failed activation, legal requirement, or another issue that Milago considers appropriate for review.

Your request should include the registered account email address, workspace or organisation name, payment date, amount charged, invoice number if available, Razorpay/payment gateway payment ID or transaction reference, and a clear explanation of the reason for the request. Milago may ask for additional information where required to verify the issue.

Milago will make reasonable efforts to review refund requests within fourteen (14) business days after receiving the required information. Complex cases, bank disputes, suspected fraud, enterprise invoices, or payment-gateway investigations may take longer.

If a refund is approved, it will normally be initiated to the original payment method used for the transaction. Milago does not guarantee refunds to an alternate account, card, wallet, UPI ID, or bank account unless required or permitted by the payment partner and applicable law.

Once initiated, refund timelines may depend on Razorpay, banks, card networks, UPI systems, wallet providers, or other payment intermediaries. Refunds may typically take several business days to reflect in the Customer's account after initiation. Milago is not responsible for delays caused by banks, payment networks, or payment partners after the refund has been validly initiated.

13. Taxes, Invoices and Payment Gateway Charges

Subscription fees may be subject to applicable taxes, including GST or other taxes depending on the Customer's location, billing details, and the nature of the transaction. The final amount payable will be shown at checkout, on the invoice, or in the applicable order form, as relevant.

Where a refund is approved, the treatment of taxes will depend on applicable law, invoice treatment, payment partner process, and Milago's accounting requirements. Milago may issue a full refund, partial refund, credit note, or other legally appropriate adjustment depending on the facts of the transaction.

Payment gateway charges, foreign exchange costs, bank charges, card network fees, taxes, or other deductions may be handled according to the applicable payment partner and banking process. Milago will not be liable for independent charges levied by your bank, card issuer, wallet provider, or payment instrument provider.

14. Chargebacks and Payment Disputes

If you believe there has been an incorrect, unauthorised, duplicate, or failed charge, we encourage you to contact Milago support before initiating a chargeback or bank dispute. This allows us to verify the transaction, check the subscription status, and resolve genuine billing issues more efficiently.

Where a chargeback, reversal, bank dispute, or payment partner investigation is initiated, Milago may suspend its internal refund review until the external dispute process is completed. Milago reserves the right to provide relevant transaction records, invoices, account logs, subscription activation records, usage records, cancellation records, support correspondence, and other evidence to the bank, payment network, or payment partner to contest unsupported or incorrect disputes.

If a chargeback is raised in bad faith, or if access to the service continues despite reversal of payment, Milago may suspend or terminate the relevant account or workspace, recover outstanding amounts, or take other actions available under the Terms and Conditions and applicable law.

15. Enterprise and Custom Arrangements

Enterprise subscriptions, custom plans, pilots, procurement-led purchases, negotiated discounts, annual commitments, multi-seat arrangements, implementation services, onboarding packages, and separately executed agreements may be subject to special commercial terms. Where an order form, master services agreement, statement of work, enterprise agreement, invoice term, or written commercial arrangement conflicts with this Policy, the specific written agreement will prevail to the extent of the conflict.

Unless the enterprise agreement states otherwise, committed fees, implementation fees, onboarding fees, custom integration fees, professional service fees, and discounted annual commitments are non-refundable once invoiced, activated, or commenced.

16. Changes to This Policy

Milago may update this Policy from time to time to reflect changes in its subscription model, payment partners, product features, legal requirements, billing flows, or business practices. The updated version will be posted on the Milago website or made available through the platform. The "Last updated" date at the top of this Policy indicates when it was last revised.

Changes will apply prospectively unless otherwise required by law. For material changes affecting active paid subscriptions, Milago may provide additional notice where reasonably appropriate.

17. Contact

For cancellation, refund, failed payment, duplicate charge, invoice, or billing-related queries, please contact:

Milago Technologies Private Limited
9th Floor, Brigade IRV, Nallurhalli Road, Whitefield, Bangalore 560066, Karnataka, India
Email: support@milago.ai
Support hours: Monday to Friday, 10:00 AM to 6:00 PM IST (excluding Indian public holidays)

When contacting us, please include enough information for us to identify your account, workspace, invoice, or transaction — such as your registered email address, organisation name, payment date, amount charged, and Razorpay or payment-gateway transaction reference.