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Legal

Cancellation & Refunds Policy

Cancel any time and keep what you paid for until the period ends. Refunds are possible only within 7 days of purchase, only for a workspace that has never been used, and every request is reviewed by the Saaya team.

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This Cancellation & Refunds Policy explains how you cancel a paid Saaya plan and when a payment can be refunded. It forms part of the Terms of Service and applies to every purchase made in the Saaya dashboard at app.saaya.ai by illusionart AI Private Limited ("Saaya," "we," "us").

Plain English: you can cancel at any time and keep what you paid for until the period ends. A refund is possible only within 7 days of paying, only for a workspace that has never been used, and only after our team reviews the request.

1. What this policy covers

A purchase is any successful payment in the dashboard:

  • a base plan (Developer BYOK or Starter);
  • a Powercell add-on (Premium Avatar, Premium Voice Pack or Media Wallet);
  • a credit top-up;
  • each monthly renewal of a plan or add-on. Each monthly renewal is its own purchase, with its own refund window.

The 30-day free trial and the free workspace credits cost nothing, so there is nothing to refund for them.

Business and Saaya V3 Executive are sold under a written proposal or order form. Refunds for those plans follow that document; this policy applies where the document is silent.

2. Cancelling a plan or add-on

You can cancel a plan or a Powercell add-on at any time from Settings → Billing in the dashboard. Cancelling stops the next renewal. The plan or add-on stays active until the end of the period you have already paid for, and then ends.

Cancelling does not by itself refund the current period. A refund is possible only under the rules in section 3.

3. When a refund is possible

A refund is possible only when all of the following are true:

  • Within 7 days. You ask within 7 days of the exact date and time of the purchase. For example, if you paid at 10:15 IST on 3 October, the window closes at 10:15 IST on 10 October. Settings → Billing shows the purchase time and the time the window closes, in IST.
  • No credits used. No credits have ever been used in that workspace, including free and trial credits.
  • No agent built or tested. No agent has ever been built or tested in that workspace. An agent counts even if it was later deleted, and a test call or a test chat counts as testing.
  • No Powercell still billing on a refunded plan. To refund a base plan, any Powercell add-on that runs on it must first be cancelled (so it does not renew) or refunded.
  • No other request. There is no other refund request for the same payment waiting for review, already approved or already declined. A declined request is final for that payment.

These conditions cover the whole history of the workspace, not only the period of the purchase. A workspace that has been used does not qualify, including for its renewals.

4. How we review requests

Meeting the conditions in section 3 does not guarantee a refund. The Saaya team reviews every request individually, checks the conditions again at the time of review, and considers whether the request is genuine. The Saaya team decides. You can see the status of your request in Settings → Billing.

5. How to request a refund

  • In the dashboard. The workspace owner opens Settings → Billing at app.saaya.ai, finds the payment and requests a refund with a short reason.
  • By email. Write to support@saaya.ai from the email address on the account, with the workspace name, the payment date and amount, and the reason for the request.

6. What is refunded

  • An approved refund returns the full amount you actually paid, including GST. We do not give partial refunds.
  • The money goes back to the original payment method through our payment partner. We cannot send it to a different account, card or UPI ID.
  • An approved refund is processed to the original payment method. How long it takes to reach your account depends on your bank or card issuer.
  • We issue a GST credit note for every approved refund. It appears in Settings → Billing next to the tax invoice for the original payment.

7. What happens after an approved refund

  • Plan or Powercell add-on. The plan or add-on ends immediately. We cancel the subscription so it does not renew, and the allowances included for that period are removed. When a base plan is refunded, the workspace returns to the free plan.
  • Credits. Credits bought with the refunded payment, including any promotional credit that came with a coupon, are removed from the workspace. This covers credit top-ups and Media Wallet credit.

8. Coupons

Coupons are issued only by Saaya. A coupon can be used once, is tied to the first account that uses it (one coupon per account), and cannot be transferred or exchanged for cash.

The coupon discount is not refundable: an approved refund returns only the amount you actually paid. A used coupon stays used, even after a refund, and is not issued again.

9. Your rights under Indian law

Nothing in this policy limits any right you have under Indian law, including the Consumer Protection Act, 2019.

10. Contact

Questions about this policy or a refund? Write to support@saaya.ai.

illusionart AI Private Limited Bengaluru, Karnataka, India

Contact

Questions, requests, or notices? info@illusionart.ai

illusionart AI Private Limited
Bengaluru, Karnataka, India

Version history
  1. v1.3 ·

    Self-serve sign-up and payment. New Cancellation & Refunds Policy: refunds only within 7 days of the exact date and time of purchase, only if no credits have ever been used and no agent has ever been built or tested in the workspace, every request reviewed individually by the Saaya team, full refund of the amount paid including GST, and a used coupon stays used. New Shipping & Delivery Policy: a digital service, delivered to the account at app.saaya.ai once payment is confirmed. Terms §9 now points to the refunds policy, states that GST 18% is added at checkout and adds coupon terms; §10 and §19 reference the new policies. The sub-processor list adds a bot-protection provider for dashboard sign-up. Refunds §3 and Terms §9 also state that a base plan can be refunded only after any Powercell add-on on it has been cancelled or refunded, and that a declined request is final for that payment. Privacy §3.7 now describes the optional “Talk to us” request form in place of the former invitation programme: the details are used only to reply to and follow up on the request, with no invitation or timeline, and are kept only as long as that needs (§8 updated to match). New sign-ups accept this version from September 18, 2026; for existing customers the Terms changes take effect under §18.

  2. v1.2 ·

    Cookie policy: named the real session cookies (saaya_access, saaya_refresh, saaya_csrf), documented saaya-consent-v2 and the Accept all / Reject non-essential / Manage / Cookie settings control on marketing, dashboard, and admin, and listed Clarity cookies when the tag manager loads them. Jurisdiction remains India / DPDP Act.

  3. v1.1 ·

    Children’s data (Privacy §10) rewritten: we do not verify age and do not collect or store parental consent, and the customer deploying an agent children can reach is the Data Fiduciary for it. Cross-border processing (§7) now says the handwritten study-notes function runs on a single US-based image-generation provider that is not selectable in the dashboard. Retention (§8) corrected: agents and knowledge bases can be deleted in the dashboard, call records and transcripts cannot, and removal is a written request. A row for the image-generation provider was added to the sub-processor list, and the DPA processing description and sub-processor categories were extended to cover generated images.

  4. v1.0 ·

    Initial publication.