Return & Refund Policy

Refund at a Glance

Raymera subscriptions are generally non-refundable once a paid service period begins. You can cancel recurring subscriptions to prevent future renewal. We will investigate and correct duplicate charges, billing errors and situations where we are materially unable to provide a purchased service. Contact support@raymera.com within 14 days of the charge if you believe a refund should apply.

Refund and Returns Policy

Effective Date: [25.09.2026]
Last Updated: [25.09.2026]

This Refund and Returns Policy applies to purchases made through Raymera, a SaaS platform owned and operated by Divergent Business Systems Pvt. Ltd. (“DBS”, “Raymera”, “we”, “us” or “our”).

Registered Office: Rajiv Gandhi Nagar, Sahakar Nagar, Bangalore, India
Email: support@raymera.com
Website: raymera.com

By purchasing, subscribing to or using a paid Raymera product or service, you agree to this Refund and Returns Policy together with our Terms and Conditions.

1. Digital Services – No Physical Returns

Raymera provides digital software, subscriptions, AI-powered applications, usage-based services, add-ons and related digital services.

There are no physical goods supplied through Raymera.

Accordingly, traditional product “returns” do not apply.

Where eligible, requests relating to payments are handled as refunds, billing corrections, subscription cancellations or service credits under this Policy.

2. General Refund Principle

Because Raymera provides immediate access to digital services and computing resources after activation, payments are generally non-refundable once the applicable service period has started or the purchased service has been provisioned.

However, we recognise that legitimate billing or service issues can occur.

We will therefore review refund requests fairly where they involve:

• duplicate payments;
• incorrect charges;
• payments made due to a verified system error;
• failure by Raymera to provision a purchased service within a reasonable period;
• material inability to provide the purchased service;
• unauthorised transactions reported promptly; or
• circumstances where a refund is required by applicable law.

Submitting a refund request does not automatically mean that a refund will be approved.

3. Subscription Payments

Raymera products may be offered under monthly, annual or other recurring subscription plans.

Once a subscription period begins, the applicable subscription fee is generally non-refundable.

Cancelling a subscription stops future renewals but does not normally generate a refund for the current billing period.

Unless otherwise stated:

Monthly Subscription

If you cancel a monthly subscription, you may continue using the paid service until the end of the current paid billing period.

No refund is normally provided for the unused portion of that month.

Annual Subscription

If you cancel an annual subscription, your cancellation normally takes effect at the end of the current annual subscription period.

Annual subscription fees already paid are generally non-refundable.

This is particularly important where annual pricing includes a discount compared with monthly billing.

4. Free Trials

Where Raymera offers a free trial, customers are encouraged to evaluate the product during the trial period before purchasing.

Trial duration, functionality and usage limits may vary by product or plan.

If no payment is collected during the trial, no refund is applicable.

If a trial is expressly offered with automatic conversion to a paid subscription, Raymera will disclose the applicable price, billing period and conversion conditions before the trial begins.

Customers should cancel before the stated conversion date if they do not wish to continue with the paid subscription.

A payment properly charged after an expressly disclosed trial conversion is not automatically refundable solely because the customer did not use the service after conversion.

5. Duplicate or Incorrect Charges

If you believe you have been charged twice for the same transaction or charged an incorrect amount, please contact us at:

support@raymera.com

Include, where available:

• your Raymera account email;
• company or organisation name;
• order or invoice number;
• payment transaction reference;
• date of payment;
• amount charged; and
• a brief description of the issue.

Verified duplicate or erroneous charges will be corrected or refunded.

6. Failure to Provision a Purchased Service

After successful payment, some Raymera products may require automated or assisted provisioning before they become fully available.

If a purchased service cannot be provisioned because of a Raymera or DBS technical issue and we are unable to resolve the issue within a reasonable period, the customer may request:

• completion of the service;
• an appropriate service credit;
• an alternative solution where available; or
• a refund for the affected service.

If provisioning cannot be completed because the customer has not provided required information, has supplied incorrect information, has not completed necessary onboarding steps or has failed to provide required access or approvals, this will not normally qualify for a refund.

7. Material Service Failure

If Raymera is materially unable to provide the core functionality of a paid service for a prolonged period because of an issue within our reasonable control, please contact support.

Depending on the nature and duration of the issue, Raymera may offer an appropriate remedy such as:

• additional subscription time;
• service credits;
• remediation;
• an alternative service; or
• a partial or full refund for the affected period.

The appropriate remedy will depend on the circumstances.

Short interruptions, scheduled maintenance, temporary third-party outages or isolated feature issues do not automatically qualify for a refund.

8. Change of Mind

Refunds are generally not provided because:

• you changed your mind after purchasing;
• you decided not to use the service;
• you no longer require the product;
• your business requirements changed;
• you purchased the wrong plan without contacting us;
• you expected functionality that was not included in the purchased plan;
• you did not complete onboarding;
• your employees or team did not use the product; or
• you forgot to cancel a recurring subscription.

Where possible, our team may help you identify a more suitable plan instead.

9. Plan Upgrades

Where you upgrade a subscription, any additional amount charged may be calculated according to the pricing and proration rules applicable to the product.

Upgrade charges are generally non-refundable once the upgraded functionality has been activated.

If an upgrade was charged incorrectly due to a verified Raymera billing error, we will correct the charge.

10. Plan Downgrades

A plan downgrade may take effect immediately or from the next renewal date depending on the applicable product and subscription.

Downgrading does not normally result in a refund of amounts already paid for the higher-tier plan.

Where a downgrade is scheduled for the next renewal period, the customer may normally continue using the existing plan until that date.

11. Add-ons and Extras

Raymera may offer additional services such as:

• extra usage;
• additional conversations;
• additional users or seats;
• integrations;
• additional domains;
• storage;
• language packs;
• credits;
• automation capacity;
• premium functionality; or
• other product-specific add-ons.

Add-on charges are generally non-refundable once the add-on has been activated, provisioned or consumed.

Unused purchased capacity does not automatically qualify for a refund unless the applicable commercial terms expressly state otherwise.

12. Usage-Based Charges

Certain Raymera services may include usage-based charges.

Examples may include AI usage, conversations, messages, communication services, external data, voice processing, third-party API usage or similar metered services.

Charges for usage already incurred are non-refundable except where the charge resulted from a verified Raymera billing error.

13. One-Time Purchases

Some Raymera products, add-ons or services may be sold as one-time purchases.

A one-time charge is generally non-refundable once the corresponding digital service has been:

• activated;
• provisioned;
• delivered;
• configured;
• downloaded;
• generated; or
• substantially performed.

This does not affect rights that cannot legally be excluded.

14. Setup, Configuration and Implementation Services

Where a purchase includes manual setup, configuration, implementation, integration, onboarding or custom work by DBS personnel, fees attributable to work already completed are generally non-refundable.

If work has not yet started, Raymera may consider a cancellation or refund request depending on the applicable order and committed third-party costs.

If work has partially commenced, any refund approved may be reduced by:

• work already performed;
• resources already committed;
• non-refundable third-party costs; and
• services already delivered.

15. Custom and Enterprise Services

Custom, enterprise, negotiated or specially configured Raymera services may be subject to a separate:

• proposal;
• quotation;
• order form;
• statement of work;
• master service agreement; or
• enterprise agreement.

Where such an agreement contains specific cancellation or refund provisions, those provisions take precedence over this Policy for the relevant purchase.

16. Promotional Discounts and Coupons

Refunds for discounted purchases are calculated based on the actual amount paid, not the standard list price.

Coupon codes, promotional credits and discounts have no cash value and are not refundable separately.

If a refunded transaction included a single-use coupon, that coupon may not automatically be restored.

17. Taxes

Where a refund is approved, refundable taxes charged on the original transaction will normally be handled in accordance with applicable tax laws and the capabilities of the payment processor.

Certain taxes, duties or government charges may not be refundable where the amount has already become legally payable or non-recoverable.

18. Payment Processing Fees

Where permitted by applicable law, third-party transaction, foreign-exchange, bank, payment gateway or similar charges that are not recoverable by Raymera may not form part of the refunded amount.

Raymera will not deduct arbitrary processing fees from an otherwise valid refund.

19. Currency Conversion

Refunds are normally issued in the currency of the original transaction where supported by the applicable payment provider.

If your bank, card issuer or payment provider applies currency conversion, the amount received may differ because of exchange-rate movements or provider charges.

Raymera is not responsible for exchange-rate differences imposed by banks, card issuers or payment processors.

20. Refund Request Period

Customers should report billing errors or request a refund within 14 days of the relevant charge, unless:

• a different period was stated when purchasing;
• a separate agreement applies; or
• applicable law requires a longer period.

Requests submitted after this period may still be reviewed at Raymera’s discretion, particularly in cases involving duplicate charges, fraud or demonstrable billing errors.

The 14-day period does not create an unconditional 14-day refund right for successfully delivered SaaS subscriptions.

21. How to Request a Refund

To request a refund, email:

support@raymera.com

Please provide:

• your full name;
• company or organisation name;
• Raymera account email;
• product or subscription;
• invoice/order number;
• transaction reference where available;
• payment date;
• amount;
• reason for the refund request; and
• any supporting information.

We may request additional information reasonably necessary to verify the transaction.

22. Refund Review

We aim to acknowledge refund requests within a reasonable period.

Refund requests may be reviewed against:

• payment records;
• subscription status;
• service activation;
• provisioning records;
• usage;
• account activity;
• support history;
• applicable order terms; and
• applicable law.

Our support or billing team may contact you for additional information before making a decision.

23. Approved Refunds

Where a refund is approved, it will normally be returned through the original payment method wherever technically possible.

The time required for funds to appear in your account depends on the payment gateway, bank or card issuer.

Raymera cannot control bank or payment-provider processing times after a refund has been successfully initiated.

24. Partial Refunds and Service Credits

Where appropriate, Raymera may offer a partial refund or service credit instead of a full refund.

This may apply where:

• part of a paid period was materially affected;
• some purchased services have already been delivered;
• a customer has consumed part of an included allowance;
• implementation work has partly been completed; or
• a service credit provides a fairer remedy than cancellation.

Any proposed service credit will be clearly communicated to the customer.

Customers are not required to accept a service credit where applicable law gives them a mandatory entitlement to another remedy.

25. Unauthorised Payments

If you believe a payment was made without your authorisation, contact us promptly at:

support@raymera.com

You should also contact your bank or payment provider where appropriate.

We may temporarily restrict an affected account while investigating suspected unauthorised payment or account compromise.

26. Chargebacks and Payment Disputes

We encourage customers to contact Raymera before initiating a chargeback so that billing issues can be investigated quickly.

Where a chargeback is initiated, we may provide the payment processor with relevant transaction records such as:

• order information;
• account records;
• acceptance of applicable terms;
• login/activity records;
• subscription information;
• provisioning status; and
• service usage information,

subject to applicable privacy and data-protection requirements.

We may suspend the affected subscription while a payment dispute remains unresolved where reasonably necessary.

A legitimate chargeback or payment dispute will not result in punitive treatment of the customer.

Fraudulent or abusive chargebacks may result in account restrictions or termination.

27. Cancellation Is Different From a Refund

Cancelling a subscription and requesting a refund are separate actions.

Cancellation: stops future renewal or ends the subscription according to its cancellation terms.

Refund: returns some or all of a payment already made.

Cancelling does not automatically create a refund entitlement.

Similarly, receiving a refund may result in termination or adjustment of the corresponding service entitlement.

28. Access After a Refund

If a full refund is issued for a product or subscription, Raymera may disable the corresponding paid service once the refund is approved or processed.

Where a partial refund or service credit is issued, access may be adjusted according to the resulting commercial arrangement.

We may retain records required for accounting, tax, fraud prevention, security, dispute resolution and other lawful purposes.

29. Abuse of Refund Policy

Raymera reserves the right to reject refund requests where there is reasonable evidence of:

• deliberate abuse of free trials;
• repeated purchase-and-refund activity;
• fraudulent transactions;
• intentional excessive consumption before requesting a refund;
• violation of our Terms and Conditions;
• misuse of promotional offers; or
• attempts to obtain Services without payment.

This provision does not affect legitimate consumer or statutory rights.

30. Termination for Policy Violations

If a customer’s account is suspended or terminated because of serious fraud, unlawful activity, security abuse or material violation of Raymera’s Terms and Conditions, fees already paid are generally non-refundable to the extent permitted by law.

This does not prevent a refund where required under applicable law.

31. Discontinuation by Raymera

If Raymera permanently discontinues a paid product before the end of a prepaid subscription period and does not provide a materially comparable replacement, affected customers may receive, as appropriate:

• a prorated refund for the unused prepaid period;
• credit towards another Raymera product; or
• another mutually acceptable remedy.

Customers will be informed of the applicable arrangement where practicable.

32. Mandatory Legal Rights

Nothing in this Policy excludes, restricts or limits any refund, cancellation, warranty or statutory right that cannot legally be excluded.

Where mandatory law applicable to a particular transaction provides greater rights than this Policy, those mandatory rights will apply.

Raymera is primarily offered as a business-to-business SaaS platform. Where a purchaser qualifies as a consumer under applicable mandatory law, applicable consumer protections will continue to apply.

33. Changes to This Policy

Raymera may update this Refund and Returns Policy from time to time.

Changes will be published with an updated “Last Updated” date.

Material changes will generally apply prospectively.

The refund terms applicable to a completed transaction will normally be those presented or incorporated into the agreement at the time of purchase, subject to mandatory legal requirements.

34. Relationship With Other Terms

This Policy forms part of the Raymera Terms and Conditions.

If there is a conflict between this Policy and a separately signed agreement with DBS, the separately signed agreement will normally take precedence for the relevant transaction.

35. Contact Us

For cancellation, refund or billing enquiries:

Raymera by DBS
Divergent Business Systems Pvt. Ltd.

Registered Office:
Rajiv Gandhi Nagar, Sahakar Nagar
Bangalore, India

Email: support@raymera.com
Website: raymera.com