Refund & Cancellation Policy

01Summary

02Scope

This policy will apply to all paid plans, credit packs and one-time purchases of ATLAS made through tryatlasagi.com or any in-app purchase flow operated by XAGI Labs Private Limited once such purchases are made available. It does not cover purchases made through the Apple App Store, Google Play, or other distribution platforms — those are governed by the platform's own refund policy and consumer-protection rules.

This policy is published in compliance with Rule 4(1)(g) of the Consumer Protection (E-Commerce) Rules, 2020, and forms part of the contract between you and XAGI Labs once you make a purchase.

03Cancellation

You can cancel your subscription at any time from your account settings or by emailing billing@xagilab.com. Cancellation takes effect at the end of the current billing period — you keep access until then, and you will not be billed again unless you re-subscribe.

Cancelling does not, by itself, create a refund. See the next sections for when a refund is available.

04New subscriptions — 7-day refund

If you sign up to a paid plan for the first time and decide it is not for you, we will refund the subscription fee in full if you request a refund within 7 days of the first charge and you have used less than:

• 10% of the included monthly credits, and
• 20 cumulative agent minutes (sum of all task durations).

If usage exceeds these thresholds, we may issue a partial refund proportional to unused credits, at our discretion.

05Auto-renewal refunds

If you forget to cancel and an auto-renewal charges your card, we will refund that renewal charge in full if you request the refund within 5 days of the renewal date and your account has been completely unused since the renewal (no agent runs, no API calls, no credits consumed). After 5 days or after substantive use, the renewal is non-refundable, but we will cancel future renewals immediately.

06Credit packs

Top-up credit packs (one-time credit purchases) are refundable on the unused portion only, within 14 days of purchase. Used credits cannot be refunded because we have already paid the underlying model providers and infrastructure costs for the work performed.

Promotional, gifted or earned credits (referrals, beta-tester rewards, support credits) have no cash value and are not refundable.

07Annual plans

Annual plans can be refunded on a pro-rata basis within the first 30 days. After 30 days, annual plans are non-refundable but you can cancel renewal at any time, and the plan will continue to its paid-through date.

08Enterprise & custom contracts

Enterprise, government and custom contracts are governed by the order form, master services agreement, or statement of work signed between you and XAGI Labs. Where those documents say nothing, the rest of this policy applies.

09Non-refundable items

The following are not refundable:

• Used credits and credits already consumed by tool calls or model inference;
• Subscriptions cancelled because the user violated the Terms of Service or Acceptable Use Policy;
• Bonus, promotional, referral or gifted credits;
• Third-party fees (model-provider passthrough costs, payment-processor fees on disputes, taxes already remitted to authorities) where law allows us to keep them;
• Custom development, training or onboarding services that have already been delivered;
• Marketplace items, skills or plugins purchased from third-party developers — those refunds are handled by the developer per their own policy.

10How to request a refund

Email billing@xagilab.com from the address registered on your account, with:

• The order or invoice number;
• The date and amount of the charge;
• The reason you are requesting a refund.

If you cannot find the order number, just send us as much detail as you can and we will look it up.

11Processing & timelines

We aim to acknowledge refund requests within 2 business days and process eligible refunds within 7 business days of approval. Refunds are issued to the original payment method.

The actual time to appear on your statement depends on your bank or card network — typically:

• UPI / Net banking (India): 1–3 business days;
• Domestic credit/debit cards: 5–7 business days;
• International cards: 7–14 business days;
• PayPal: 1–2 business days.

If a refund has not appeared within these windows, contact us and we will provide a transaction reference you can give to your bank.

12Chargebacks

If you have an issue with a charge, please contact us first — almost every dispute can be resolved by email faster than by chargeback. Initiating a chargeback before contacting us may result in account suspension while the dispute is investigated, and we reserve the right to dispute fraudulent or bad-faith chargebacks and recover associated fees.

13Statutory consumer rights

This policy does not limit any non-waivable consumer protection rights you may have under applicable law. Indian consumers have rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. EU consumers have a 14-day right of withdrawal under the Consumer Rights Directive — except where the digital service has been fully performed at your request, in which case that right may not apply per Article 16(m). We comply with whichever set of rules is more generous to you.

14Contact