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Legal

Refund policy

Last updated 5 November 2026

When Milvao refunds a payment and how to ask: a one-off ₹4,999 pilot, monthly Starter billing and cancel any time. A draft, not yet in force.

This policy is part of our terms of service. Milvao is provided by [TODO: company legal name], [TODO: registered office address]. Payments in rupees are processed by Razorpay and payments in US dollars by Stripe.

The short version

  • The pilot is one payment of ₹4,999 for 30 days. It doesn't renew, so there is nothing to cancel.
  • Starter is ₹2,999 a month. Cancel any time and keep the plan until the end of the month you paid for. Nothing more is charged.
  • We don't refund unused time when you cancel or move to a smaller plan, except where the law requires it.
  • Duplicate charges, charges after a cancellation that went through, and billing mistakes on our side are always refunded in full.
  • Refunds go back to the card, UPI account or bank account you paid with.

  1. 01The pilot

    The pilot is a single payment of ₹4,999 for 30 days of assisted setup and use. It never renews.

    • [TODO: decide the pilot refund rule. Suggested: a full refund if you ask within 7 days of paying and before we connect your business number or onboard members; no refund after that, because the setup work has been done.]
    • A full refund ends the pilot straight away.
    • If you buy a second pilot while one is running, the extra 30 days start when the current pilot ends. A second pilot that hasn't started yet can be refunded in full.

  2. 02Monthly plans

    • Starter and Growth renew every month until you cancel. The owner cancels on Plan and billing in the dashboard, and the plan keeps working until the end of the month already paid for.
    • We don't refund the rest of a month after you cancel, or part of a month when you move to a smaller plan.
    • [TODO: decide whether a renewal can be refunded if the owner asks within a few days and the community hasn't used Milvao since it renewed. Suggested: yes, within 3 days of the renewal, once per customer.]
    • If you choose Starter or Growth during a paid pilot, the first monthly payment is taken when the pilot ends, so cancelling before then means nothing is charged.

    Plan changes: paying in US dollars, a move to a bigger plan starts at once and you pay the difference for the rest of the period; a smaller plan starts at the end of the period. Paying in rupees, every change starts at the end of the period you paid for.

  3. 03Custom and invoiced plans

    For plans agreed in writing, the refund terms in your order apply. Where the order says nothing, this policy applies.

  4. 04Payments we always refund

    • A duplicate charge for the same plan and period.
    • A renewal charged after a cancellation that had gone through.
    • An amount that differs from the price shown at checkout because of our mistake.

  5. 05If the service lets you down

    If Milvao is unavailable or seriously broken for a long period because of a fault on our side, tell us. [TODO: decide whether to offer a pro-rata refund or a credit, and from what length of outage, for example more than 3 days in a row.] Problems caused by Meta, such as a restricted or blocked WhatsApp number, or by your own WhatsApp Business Account, are not faults on our side.

  6. 06WhatsApp charges and taxes

    WhatsApp message charges are billed by Meta to your own WhatsApp Business Account. They are not paid to Milvao, so we can't refund them.

    Prices in rupees include GST, and a refund includes the GST charged on it. [TODO: confirm with the accountant how credit notes are issued for refunds.] Prices in US dollars exclude tax; any tax Stripe added is refunded with the payment.

  7. 07Failed payments

    If a monthly renewal fails, the plan keeps working for 7 days while the payment is retried and we remind you. If it still fails, the plan is cancelled and nothing is owed for the following month. Your data stays in Milvao, and you can choose a plan again at any time.

  8. 08How to ask for a refund

    The community's owner emails hello@milvao.com [TODO: a billing address such as billing@milvao.com, if one is set up] with “Refund” in the subject, from the email address on the account, and includes:

    • the community's name,
    • the date and amount of the payment, and
    • the reason, if it's one of the cases above.

    We reply within [TODO: response time, for example 2 working days]. Approved refunds are sent within [TODO: for example 5 working days] to the card, UPI account or bank account you paid with. Your bank or card issuer may take several more working days to show it.

  9. 09Your rights under the law

    Nothing in this policy limits a right to a refund you have under the law that applies to you, including India's Consumer Protection Act, 2019 where it applies.

  10. 10Changes to this policy

    We may update this policy. Changes apply to payments made after the date at the top. For changes that affect you, we email the owner before they take effect.