Plain English summary: Setup fees are non-refundable once work has begun, with a 5-business-day window before setup starts. Monthly fees are refundable in full within 7 days before go-live, and pro-rata up to go-live. Monthly fees are non-refundable for the current billing period once the service is live. Credits are strictly non-refundable and non-transferable. They have no monetary value outside the platform. Overage charges, Keep-Alive Fees, and number release fees are non-refundable once incurred. If something has gone wrong on our end, contact us within 14 days and we will make it right. Refunds are processed within 30 business days of approval.
| Scenario | Refund Entitlement | Timeframe |
|---|---|---|
| Setup fee - before setup begins | Full refund | Within 5 business days of payment |
| Setup fee - after setup commences | Non-refundable | No exceptions |
| Monthly fee - before go-live, within 7 days | Full refund | Within 7 days of first monthly payment |
| Monthly fee - before go-live, after 7 days | Pro-rata for unused days | From day 8 up to go-live |
| Monthly fee - after go-live | Non-refundable for current period | Cancel anytime for future cycles |
| Credits | Non-refundable, non-transferable | No cash value |
| Overage charges | Non-refundable | Once usage has occurred |
| Keep-Alive Fee | Non-refundable | Once billing period starts |
| Number release fee ($149) | Non-refundable | Once release process initiated |
| Service outage over 48hrs | Pro-rata credit to next cycle | Applied automatically |
The one-time setup fee covers onboarding, AI configuration, system integrations, knowledge base training, and go-live. This work begins promptly after payment is received and your onboarding call is completed.
Setup fees are non-refundable once onboarding has commenced. If you cancel within 5 business days of payment and before any setup work has begun, a full refund of the setup fee will be issued. Once our team has started configuration - even partially - the fee is non-refundable. Refunds approved under this clause will be processed within 30 business days.
If your AI assistant has not yet gone live and you cancel within 7 days of your first monthly payment, you are entitled to a full refund of that payment. Cancellations after 7 days but before go-live will receive a pro-rata refund for unused days in the billing cycle, calculated from the date of cancellation request.
Once your AI assistant is live and handling conversations or calls, monthly fees are non-refundable for the current billing period. You may cancel at any time by writing to billing@pasm.ai, and you will not be billed for the following cycle. Your service continues until the end of the period you have paid for.
Credits on active subscriptions never expire and carry forward indefinitely month to month. They exist within the platform and are available to you for as long as your subscription remains active.
Credits are strictly non-refundable and non-transferable. They have no monetary value outside the platform under any circumstance. Credits represent usage allowance within the PASM.AI system and are not stored value or financial instruments. Upon account cancellation or closure, any unused credits are forfeited in accordance with the dormancy policy outlined in our Terms and Conditions. Credits are frozen during dormancy periods from Day 1 to Day 180 and are permanently forfeited after Day 180.
Overage charges for voice minutes beyond your plan allowance are billed at $0.40 USD per additional minute. These charges are non-refundable once the usage has occurred. If you believe an overage charge has been applied in error, contact us at billing@pasm.ai within 14 days of the charge with your account details and the amount in question.
The Account Keep-Alive Fee of $39 USD per month is non-refundable once the billing period has started. It exists to preserve your account, credits, and AI configuration during periods of inactivity. If the Keep-Alive arrangement is cancelled, standard dormancy procedures apply as outlined in our Terms and Conditions.
Where a number release fee of $149 USD applies (for ported numbers or PASM.AI provisioned numbers), this fee is non-refundable once the release process has been initiated. The Number Preservation Fee of $5 USD per month during dormancy is non-refundable once the monthly period has started.
If you subscribed during a promotional period, the promotional rate applies only for the duration stated in the offer. At the end of the promotional period, your subscription automatically continues at the standard rate for your plan. No refund is issued for the difference between a promotional rate and the standard rate. By subscribing during a promotion, you acknowledge and accept the terms of that offer, including any scheduled rate changes. PASM.AI reserves the right to withdraw, extend, or modify any promotion at any time without prior notice.
If PASM.AI experiences a verified service outage resulting in a material loss of functionality for more than 48 continuous hours, affected clients are entitled to a pro-rata credit for the affected period. This credit will be applied to the next billing cycle automatically. We do not issue refunds for minor disruptions, scheduled maintenance windows, or issues caused by third-party integrations outside our control such as calendar platforms, CRM tools, or telephony infrastructure providers.
If you believe you are entitled to a refund under this policy, contact us at billing@pasm.ai within 14 days of the charge. Include:
We aim to respond within 3 business days. Approved refunds are processed within 30 business days of approval to the original payment method.
Chargebacks raised without first contacting us will be disputed and may result in account suspension pending resolution. We are always willing to work through billing issues directly - please reach out before escalating.
We may update this refund policy from time to time. Active subscribers will be notified of material changes by email at least 14 days before they take effect.
For refund requests or billing queries: billing@pasm.ai
For legal queries: legal@pasm.ai
PASM.AI is operated by Versaloop Pvt Ltd, registered in India, operating internationally across Canada, United Kingdom, United States, Australia, New Zealand, Ireland, Singapore, and India.