Refund & Cancellation.

TL;DR — The short version.#

• ₹99 Activation Pass — one-time, refundable within 7 days if no usage-based charges have been incurred (no AI overage, SMS, or voice minutes consumed). Converts to Free at month-end if not upgraded. (Full definition in §2.)
• Monthly plans — pro-rated refund for unused full days remaining in the cycle, calculated on the price you actually paid (post-coupon).
• Annual plans — pro-rated for unused months at the annual day-rate, less the equivalent monthly rate for months consumed. The WD-ANNUAL coupon discount is honoured in the calculation.
• Usage charges (AI overage, voice minutes, SMS) — non-refundable once consumed; the underlying provider has already billed us.
• Approved refunds land in 5–14 working days depending on payment method.
• Talk to us first. Open a ticket before raising a chargeback — nine times out of ten we resolve it the same week.

---

1. Eligibility#

This policy applies to fees paid to Fourteen Cloud Pvt Ltd ("we", "us", "Wendesk") for the Wendesk platform across the six plan tiers below, plus post-paid usage add-ons (AI overage, voice minutes, SMS, additional storage, additional seats) and any setup or activation fees explicitly invoiced.

Free Forever Lite has no fees and therefore no refund rights. Custom Enterprise contracts are governed by the master service agreement signed with the customer; where that agreement conflicts with this policy, the master agreement controls.

Who can request: Refund requests must come from the workspace owner (L4) or a designated billing administrator. Requests from other staff are bounced back to the owner for confirmation. This protects you — nobody can cancel your subscription on your behalf without you knowing.

---

2. ₹99 Activation Pass#

The Base plan ships with a one-time introductory charge of ₹99 for the first billing cycle, auto-applied via the BASE99 coupon at signup. The Activation Pass is one-time, refundable within 7 days if no usage-based charges have been incurred (no AI overage, SMS, or voice minutes consumed) and converts to Free at month-end if not upgraded.

"No usage-based charges incurred" means: zero AI overage tokens / outcomes recorded against the workspace; zero SMS dispatched through the gateway; zero voice minutes consumed by the Voice Agent; zero paid marketplace transactions. Free-quota AI usage, free CRM record creation, free WhatsApp messages within Meta's free tier, and ordinary platform login do not count as "use" for refund purposes — only billable consumption does. The exact billable counters are visible inside Settings › Billing › Usage.

The Activation Pass is a discounted first month of subscription, not a setup fee and not a recurring charge. If you do nothing at the end of the activation month, the workspace transitions to Free Lite (1 user, 100 contacts, "Powered by Wendesk" footer) and your data is retained per the standard 90-day frozen window described in our Privacy Policy.

If you request a refund of the ₹99 within the seven-day window and the workspace has not yet incurred any usage-based charge (AI overage, SMS, voice minutes), we cancel the subscription immediately, transition the workspace to Free Lite, and credit ₹99 back to your original payment method. From day eight onward the standard monthly rules in §4 apply.

---

3. Activation Pass × WD-ANNUAL#

Two distinct mechanics often appear on the same invoice; this section explains how they coexist and how a refund interacts with each. Coupon stacking rules are enforced at checkout per the CouponStackingRule matrix in our pricing engine; you cannot accidentally combine mutually-exclusive incentives.

Worked example: You sign up to the Base plan with the Activation Pass (₹99). On day 30 you upgrade to Pro. Three months later you cancel mid-cycle. We refund the unused days of the Pro cycle. The Activation Pass cannot be refunded (the 7-day window has passed). If you resubscribe at any later date, you start at the then-current list price.

---

4. Monthly subscription refunds#

Wendesk subscriptions are prepaid — you pay for the next billing cycle up-front. If you cancel a monthly plan partway through a cycle, we refund the unused portion on a per-day basis: refund = (plan_price ÷ days_in_cycle) × full_unused_days. The day a request is filed counts as used.

You may also choose to keep the service running until the end of the current cycle and skip the refund — no auto-renewal will fire. Either path is valid; pick whichever causes you less friction. Either way, the cancellation itself is immediate from our billing system — you will not be charged for the next cycle.

Discounts applied through coupons (e.g. LAUNCH2026) are honoured in the refund calculation: we refund the price you actually paid, not the list price.

---

5. Annual subscription refunds#

Annual plans are billed once for twelve months (with the WD-ANNUAL coupon auto-applied for an effective discount equivalent to roughly two months free). If you cancel partway through an annual term, the refund is computed as: refund = annual_price_paid − (months_consumed × equivalent_monthly_rate), where the equivalent monthly rate is the list price of the same plan billed monthly.

This formula reclaims the annual discount for months you actually used, but never charges you more than you paid. If the months consumed exceed the prepaid cycle (which can only happen due to invoice overlaps), we waive the difference and refund nothing rather than billing extra. A full-cycle refund (zero months consumed) returns 100% of the amount paid, less any non-refundable fees called out elsewhere in this policy.

---

6. Setup, activation, and onboarding fees#

Any one-time fees billed for setup, white-label custom-domain provisioning, white-glove migration, custom integration build, or onboarding workshops are non-refundable once the work is delivered. If we have not yet started the work at the time of cancellation, we refund 100% of the fee. If the work is partially delivered, we refund the portion not yet billable as completed milestones, at our reasonable assessment.

For clarity, the ₹99 first-month charge is not a setup fee — it is a discounted first month of subscription, and it is governed by section 2 above.

---

7. Usage-based charges (AI, voice, SMS, storage)#

Usage-based add-ons — AI overage (per resolved conversation, per qualified lead, per Magic Field run, per content draft), voice-agent minutes, SMS messages sent through our gateway, and storage above your plan cap — are billed end-of-month after consumption. Once a unit is consumed, it is non-refundable: the underlying provider (model API, telephony carrier, SMS gateway) has already charged us.

Two narrow exceptions apply. First, if a usage charge was caused by a confirmed defect in our software (e.g. a runaway loop in a workflow we wrote), we credit the affected charges back. Second, if a tenant is suspended for non-payment and the suspension itself triggered usage billing (it should not), we waive the charge. Outside these, usage is final once consumed.

---

8. How to request a refund#

Open a billing ticket from the workspace owner (L4) email address — either by writing to [email protected], or by clicking Settings › Billing › Request a refund in the dashboard. Include the workspace ID, the invoice number(s), the cancellation date you would like applied, and a one-line reason (we read it; we use it to fix the product).

Refund requests must be filed within thirty (30) days of the charge in question, except for the ₹99 first-month refund which has a seven-day window per section 2. We acknowledge every ticket within one working day, review and respond within seven working days, and (if approved) initiate the credit on the same business day the decision is sent.

---

9. Refund timelines#

Once a refund is initiated, the time to land in your account depends on the original payment method. We can only see our side — the bank or wallet adds its own settlement window after we hand the credit off.

If the refund has not landed after the maximum window above, write to [email protected] with the original invoice and we will trace it with the payment provider.

---

10. Chargebacks#

Chargebacks (also called payment disputes) are slow and expensive for everyone — you, your bank, the card network, and us. We strongly prefer that you contact us first. Most disputes we see (incorrect plan, double-charge, missed cancellation, surprise add-on) are resolved within one working day if you simply email [email protected].

If a chargeback is filed without prior contact, we will respond to the bank with the contract, the usage logs, the cancellation timestamp (if any), and our written attempt to reach you. Workspaces with an active chargeback are temporarily suspended until the dispute is resolved, to prevent further service consumption against a contested invoice. A chargeback resolved in our favour leaves the workspace billable as before; a chargeback resolved in your favour is treated as a refund, with the workspace cancelled as of the disputed invoice date.

---

11. Enterprise & CustomPlan refunds#

Enterprise customers operating under a CustomPlan are governed by the refund and termination clauses in their signed master service agreement. Where the master agreement is silent, this policy applies as a fallback. Where the master agreement and this policy conflict, the master agreement controls.

Standard CustomPlan defaults are: written notice of cancellation at least thirty days before the desired termination date; pro-rated refund of the unused contract balance computed monthly (not daily); no refund for the first month of any contract; and SLA credits, where applicable, applied to the next invoice rather than refunded as cash.

---

12. Force majeure & SLA service credits#

If service is unavailable for reasons within our reasonable control — an outage of our infrastructure, a regression we shipped, a sub-processor we picked — we issue service credits against your next invoice rather than cash refunds. The credit schedule is published in the SLA addendum (Pro and Enterprise plans). Credits do not stack with cash refunds for the same incident.

Service unavailability caused by force majeure events — natural disaster, sustained internet backbone failure, government order, or third-party platform outage outside our reasonable control (for example a Meta WhatsApp Business API outage, an AWS regional incident, or a Razorpay disruption) — is not a refund-triggering event. We will, however, communicate transparently and waive overage charges that accrued during the incident window.

---

13. Disputes & governing law#

If a refund decision is in dispute, escalate in writing to [email protected]; an officer of the company will respond within ten working days. If that response is unsatisfactory, the parties agree to attempt good-faith resolution before commencing any formal proceedings.

This policy and any dispute arising under it are governed by the laws of India. The courts at Jaipur, Rajasthan have exclusive jurisdiction, except where applicable consumer protection law mandates a different forum for an end-customer (in which case that law controls).

Final word: We would much rather keep you as a customer than process your refund. If something is wrong, tell us. If we cannot fix it, we will refund you per this policy without making you fight for it. That is the deal.