Proso AI – Refund and Cancellation Policy (India)

Effective Date: 20th February 2020
Legal Entity in India: Proso AI Technologies Pvt Ltd
Registered Office: 5th Floor, Tower A, BLDG10, DLF Cyber City, Gurgaon, HR India– 122002
Support Email: support@proso.ai
Support Phone: +91 9240205100

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1. Scope and Applicability

This Refund and Cancellation Policy("Policy") outlines the terms under which users in India maycancel services or request refunds for payments made to:

• PROSO AI TECHNOLOGIES PRIVATE LIMITED, or
• PROSO AI India PRIVATE LIMITED

This policy is formulated in accordance with:

• Guidelines issued by the Reserve Bank of India (RBI)
• Applicable provisions under the Information technology Act, 2000
• Industry-standard practices for payment reconciliation and refund management

Note: This Policy applies only to payments madethrough Indian payment gateways to the above entities. Transactions handledby international affiliates are governed by their respective country-specificpolicies.

Our international affiliates include:

• Proso AI Inc (USA)
• Proso AI Technologies Ltd (UK)
• Proso AI Pty Ltd (Australia)

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2. Cancellation Policy

2.1 For Subscription-Based Services

• Users may cancel their active subscription at any time by:
  • Emailing support@proso.ai, or
  • Using the self-service dashboard on our platform
• Important: Cancelling a subscription does not entitle the user to a refund of any previously processed payments, except in specific cases outlined in Section 3 (Refund Policy).
• Access to services will remain active until the end of the current billing cycle unless otherwise requested.

2.2 For One-Time Purchases

• Cancellations for one-time payments (such as single-use services or downloadable products) must be requested within 24 hours of purchase, and only if the service has not been delivered or activated.
• Once the service has been initiated, delivered, or access has been granted, no cancellations or refunds will be processed.

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3. Refund Policy

Refunds are granted only under the following scenarios:

3.1 Duplicate Payments

• If you are charged more than once for the same transaction due to a technical glitch or banking error, the excess amount will be refunded after verification.

3.2 Failed Transactions

• If payment is successfully debited from your bank     account, but the service is not delivered or activated, a full refund will be processed within 7–10 business days, subject to reconciliation with our payment gateway providers.

3.3 Unauthorized Transactions

• If you identify a transaction on your account that you did not authorize, notify us within 72 hours.
• A refund may be issued after internal investigation, if the claim is verified and found valid.

3.4 Other Cases

• Refunds for partial usage, service dissatisfaction, or change of mind are not guaranteed.
• Exceptions may be made if explicitly stated in a custom service agreement or service-level agreement (SLA).

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4. Refund Request Process

To initiate a refund request, please email support@proso.aiwith the subject line:

"Refund Request – [Your Transaction ID]"

Include the following details in your email:

• Full name and registered contact number/email
• Transaction ID and payment date
• Description of the issue or reason for refund
• Payment confirmation or proof (e.g., bank statement or receipt)

Note: Refunds are issued only to the originalpayment method (bank account/card/wallet/UPI).

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5. Refund Processing Timeline

• Refund Processing Window: 7 to 10 business days
• Actual credit timeline depends on:
  • Bank policies
  • Payment gateway reconciliation
  • Payment method (e.g., card, UPI, net banking)

If you do not receive your refund within 10 business days,please follow up with us at support@proso.ai.

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6. Payment Gateway Compliance

We partner with RBI-authorized Indian payment gatewaysand adhere to:

• KYC norms
• Data encryption and security guidelines
• Refund and chargeback protocols
• RBI’s Payment Aggregator/Processor directives

This ensures secure, traceable, and legally complianttransactions for all our Indian customers.

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7. International Transaction Note

While our services are globally available throughaffiliates, this Policy only applies to INR transactions made to ourIndian entities via Indian payment gateways.

For purchases made via international platforms orcurrencies:

Region                           Entity Name                              Contact Method

USA                                Proso AI Inc                                [refer to website/contact]

United Kingdom              Proso AI Technologies Ltd          [refer to UK-specific terms]

Australia                          Proso AI Pty Ltd                         [refer to AU policy documentation]

Indian users using INR-based payment methods are governed exclusivelyby this Policy.

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8. Support and Contact Information

For any questions regarding refunds or cancellations,reach out to us:

• Email: support@proso.ai
• Phone: +91 9240205100
• Office Hours: Monday to Friday, 9:00 AM – 6:00 PM IST
• Registered Office Address: 5th Floor, Tower A, BLDG10, DLF Cyber City, Gurgaon, HR India– 122002

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9. Policy Updates and Changes

Proso AI reserves the right to amend or update thisPolicy at any time in response to:

• Regulatory changes
• Business model updates
• Feedback from stakeholders or customers

Updated versions will be published on our website and willbecome effective immediately upon posting, unless otherwise stated.

Continued usage of our services constitutes acceptance ofthe revised policy.