Refund & Cancellation Policy

1.Overview & scope

Brainam is a digital AI agent platform. The Services are delivered electronically and, in most cases, consumed immediately upon use. Because of this, refunds are limited to specific situations described below.

This Policy applies to all payments made to Brainam, whether through Razorpay, UPI, debit / credit cards, net banking, wallets, or any other payment method we support.

2.What we sell

Brainam offers the following paid products. Refund rules differ slightly by product, so it is important to know what you have purchased.

Pricing is displayed in ₹ (INR) on the pricing page and at checkout. All fees are exclusive of applicable taxes (including GST) unless stated otherwise.

3.Digital delivery

4.Refund eligibility

Because Chips and BYOK access are delivered and can be consumed immediately, all payments are generally non-refundable once the underlying Service has been provisioned or used. Refunds will, however, be considered in the following limited circumstances:

4.1 Eligible cases (any product)

• Duplicate payment — you were charged more than once for the same purchase due to a system error.
• Unauthorised transaction — a charge appears on your statement that you did not authorise, verified by our security team.
• Failed delivery — payment succeeded but the corresponding Chips or BYOK access were not credited to your Account within 48 hours and could not be restored by our support team.
• Billing error — you were charged an incorrect amount due to a verified systemic invoicing or billing error.
• Termination by Brainam without cause — if we terminate your Account without you being in breach of our Terms, we will refund unconsumed Chips purchased in the preceding 12 months on a pro-rata basis.

4.2 Product-specific refund windows

For any refund request, you must apply within the window below and meet the “not consumed” condition for that product:

5.What is non-refundable

Refunds will not be issued in the following situations:

• Change of mind, change in business need, or a decision to switch to another tool.
• Chips that have already been consumed (in whole or in part), including by failed or partially successful agent runs.
• BYOK Monthly fees for any month in which one or more agent runs have already been executed.
• Promotional Chips, sign-up bonuses, free credits, or any chips not purchased with money.
• Dissatisfaction with the accuracy, phrasing, tone, or quality of AI-generated output (please review the AI disclaimer in our Terms).
• Account suspension or termination due to your breach of the Terms or Acceptable Use Policy.
• Discount value granted under a coupon, sale or partner offer (the underlying chip pack still follows the refund window above).
• Failure to cancel a BYOK Monthly subscription before its renewal date.
• Enterprise onboarding, custom setup, integration consulting, or training services that have already been delivered.
• Charges, fees, or overages billed directly by a third-party AI provider when you use BYOK with your own API keys.

6.Promotional chips

Brainam may grant promotional Chips from time to time, including a sign-up bonus of up to 50,000 Promotional Chips. These are provided for evaluation and promotional purposes only and are subject to the following terms (in addition to the rules in our Terms & Conditions, Section 8):

• Promotional Chips have no cash value, are non-transferable, and cannot be exchanged for fiat currency or refunded.
• Promotional Chips may expire on a date specified at the time of the offer.
• Where your Account holds both Paid and Promotional Chips, Promotional Chips are consumed first, unless we indicate otherwise.
• Promotional Chips are limited to one offer per individual and per business entity. Creation of multiple accounts to claim the bonus is prohibited.
• We may modify, suspend or revoke Promotional Chips at any time in cases of suspected abuse, fraud, or breach of Terms.
• Any unused Promotional Chips at the time of Account closure are permanently forfeited.

7.How to request a refund

To request a refund under Section 4.1, please email us at hello@brainam.ai within the applicable refund window, with the following details:

• Your registered Account email address.
• The Razorpay transaction ID or invoice number.
• The exact date and amount of the charge.
• The product purchased (chip top-up pack, BYOK monthly, or BYOK lifetime).
• A clear reason for the request, with screenshots if you are reporting a system failure.

You can copy the template below to save time:

Our team will acknowledge your request within 2 business days and provide a decision within 7 business days.

8.Refund processing & timelines

Approved refunds are issued only to the original payment method used for the purchase. We do not issue refunds as cash, bank transfers to unrelated accounts, or as additional Chips unless you agree in writing.

8.1 Timelines (domestic / India)

• Refund initiated to Razorpay: within 7 business days of approval.
• Razorpay credits the refund to your bank or card: typically 5–7 business days from initiation.
• Your bank may take an additional 2–4 days to reflect the credit on your statement.

8.2 Timelines (international)

For international cards or non-INR payment methods, processing may take an additional 5–10 business days depending on the issuing bank and intermediate clearinghouses. Brainam is not responsible for delays caused by banks or banking holidays.

8.3 GST & taxes on refunds

Where a refund is approved, the refund amount will include applicable GST originally charged. A GST credit note will be issued where required by Indian tax law.

9.Cancellation

9.1 BYOK Monthly subscription

You can cancel a BYOK Monthly subscription at any time by:

• Going to Settings → Billing → Manage BYOK inside your Brainam Account, and clicking Cancel; or
• Emailing hello@brainam.ai at least 48 hours before your next renewal date.

After cancellation:

• Your BYOK access remains active until the end of the current paid billing cycle.
• No partial or pro-rated refund is issued for the remaining days of that cycle.
• The subscription will not renew, and you will not be charged again.

9.2 Chip top-up & BYOK Lifetime

Chip top-ups and BYOK Lifetime purchases are one-time payments and do not need to be cancelled. They can only be refunded if they meet the criteria in Section 4.

9.3 Account closure

You can close your entire Brainam Account at any time by going to Settings → Account → Delete Account, or by emailing hello@brainam.ai. Upon account closure:

• All unconsumed Paid Chips and Promotional Chips are forfeited and become non-refundable.
• Active BYOK Monthly subscriptions are cancelled at the end of the current cycle (no further charges).
• You will have a 30-day window to export your data before permanent deletion (see our Privacy Policy for details).

10.Chargebacks & payment disputes

A chargeback raised without first contacting Brainam may result in:

• Immediate suspension of your Account pending investigation.
• Forfeiture of remaining Chips (Paid and Promotional).
• Recovery of legal, administrative, and chargeback-handling costs from you.
• Permanent termination of your Account and inclusion on our internal fraud-prevention list.

11.Service interruptions

Temporary interruptions, scheduled maintenance, dependency outages (e.g. AI provider downtime, Razorpay downtime, hosting issues), and brief errors do not automatically qualify for refunds. We use commercially reasonable efforts to maintain availability but the Services are provided on an as-is and as-available basis (see Terms & Conditions, Section 14).

If an outage attributable solely to Brainam prevents you from accessing paid Services for a continuous period of more than 72 hours, you may write to us at hello@brainam.ai and we will review the impact and, where appropriate, credit additional Chips to your Account by way of goodwill.

12.Changes to this Policy

We may update this Policy from time to time to reflect changes in our pricing, products, or applicable law. Updated versions will be published on this page with a revised “Last Updated” date. Material changes will be notified to you by email or in-product banner at least 30 days in advance. Your continued use of the Services after a change takes effect constitutes acceptance of the updated Policy.

13.Grievance Officer & contact

For any refund, cancellation, or billing query, please contact us at hello@brainam.ai.

If your concern is not resolved to your satisfaction, you may escalate to our Grievance Officer, appointed under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines) Rules, 2021:

General contact