Lead Navigator: Refund & Cancellation Policy
Effective October 2026 · Applies to every Branofy Lead Navigator plan
Overview
This policy explains how refunds, cancellations, and credits work across Branofy Lead Navigator: the Platform subscription, the AI agents (Pre-Sale Agent, Inbox Agent and Follow-up Automation), the Solo, Growth, Convert and Scale bundles, the one-time onboarding fee, and add-on packs (calling minutes, AI replies, broadcasts, extra team seats and media storage). It applies to every plan unless a signed Enterprise SLA states otherwise.
In one line:
A one-time onboarding fee, no lock-in, and you can cancel any agent independently at any time. Because there is no contract to break, subscription fees already billed for the current cycle are non-refundable once the platform or agent has been activated, except where this policy or Indian law states otherwise.
1. Platform & Agent Subscriptions
1.1 No lock-in, cancel anytime
There is no long-term contract on any plan. You can cancel the platform or any individual agent (Pre-Sale, Inbox, Automation) independently, at any time, from your dashboard or by writing to connect@branofy.com.
1.2 Billing cycle and refund window
- Cancelling stops the next billing cycle. You keep access to what you've already paid for until the end of the current cycle.
- Fees already charged for the current month are not refunded on a pro-rata basis for early cancellation, since the platform, agents, and calling/reply bundles are provisioned and made available for the full month regardless of usage.
- Exception, technical failure: if Branofy fails to deliver the core service (e.g. the AI CRM or an active agent is unavailable due to a fault on our side for more than 48 continuous hours in a billing cycle), you may request a pro-rata credit or refund for the affected period.
- Exception, duplicate or erroneous charge: any duplicate billing, incorrect plan charge, or payment gateway error is refunded in full once verified, typically within 7–10 business days.
1.3 Upgrades and downgrades
- Upgrading the Platform or an agent from Starter to Pro, or adding an agent, takes effect immediately; the new charge is billed for the current cycle on a pro-rata basis where the gateway supports it, otherwise from the next cycle.
- Downgrading or removing an agent takes effect at the start of the next billing cycle, no partial refund is issued for the unused portion of the current cycle.
- Enterprise plans follow the refund and termination terms in the signed SLA where these differ from this section.
2. Add-On Packs
AI calling minutes, AI reply packs, extra broadcasts, extra team seats and extra media storage are purchased on top of your subscription and behave differently from the base subscription:
| Add-on | Refund treatment |
|---|---|
| AI calling minutes (500 / 1,000 / 3,000 min) | Non-refundable once purchased. Unused minutes expire at the end of the billing month and do not roll over. |
| AI reply packs (5,000 / 15,000 / 30,000 replies) | Non-refundable once purchased. Unused replies expire at the end of the billing month. |
| Extra broadcasts (+30, Platform Starter) | Non-refundable once purchased. Unused broadcasts expire at the end of the billing month. |
| Extra team seats | Billed monthly alongside the platform fee. Cancelling a seat stops the charge from the next cycle; the current cycle is not refunded. |
| Extra media storage (+1 GB / +5 GB) | Billed monthly. Cancelling stops the charge from the next cycle; the current cycle is not refunded. Files above your remaining storage allowance must be removed first. |
Why add-on packs are non-refundable:minutes and replies are consumed against real-time AI calling and messaging infrastructure costs the moment they're allocated to your account, which is why they carry a fixed validity window instead of a refund right.
3. Onboarding Fee
- A one-time onboarding fee of ₹5,000 + GST is charged when you first subscribe, whatever the plan or billing cycle. It covers account setup, connecting your lead sources and WhatsApp, and onboarding your team.
- The onboarding fee is refunded in full if you cancel before onboarding has begun. Once onboarding has begun, it is non-refundable.
- If go-live is delayed beyond 5 business days due to a failure on Branofy's side (not due to pending client inputs such as qualification questions, voice tone approval, or WhatsApp template content), you may request a credit equal to the delayed days, applied to your next invoice.
4. How to Request a Refund or Cancellation
- Email connect@branofy.com with your registered account email, plan/agent name, and the reason for the request.
- Cancellations and eligible refund requests are acknowledged within 2 business days and resolved within 7–10 business days.
- Approved refunds are credited to the original payment method. Timelines beyond that point depend on your bank or card network.
5. Chargebacks
If you believe a charge is incorrect, please contact us first at connect@branofy.com so we can resolve it directly, this is almost always faster than a bank chargeback. Filing a chargeback without contacting us first may result in a temporary suspension of active agents while the dispute is investigated.
6. Changes to This Policy
Branofy may update this policy from time to time. Material changes will be communicated by email to active subscribers at least 14 days before they take effect. The version in force at the time of your renewal or purchase governs that transaction.
7. Contact
Branofy Technologies Private Limited
Branofy Lead Navigator