Legal
Refund and cancellation policy
In short
Creating an account needs no card, and the 14-day trial credits are free. Minute packs are prepaid and never expire. A pack you have not started using is fully refundable within 14 days of purchase. A partly used pack is refundable for the unused minutes within 14 days. Minutes already used are not refundable, and calls that fail on our side are never charged. Refunds go back to the original payment method within 5 to 10 working days.
01Who issues the refund
Propgent is offered by two affiliated companies. Which one you deal with depends on where you are:
| If your billing address is | Your Propgent entity is | You pay in |
|---|---|---|
| India | Medigent Technologies LLP, a limited liability partnership registered in India under the Limited Liability Partnership Act, 2008, registered office Nawabganj, Barabanki, Uttar Pradesh 225001, India | Indian rupees through PayU |
| Anywhere else | 711webservices LLC, a limited liability company, organized under the laws of the State of New Mexico, United States, registered address 2201 Menaul Blvd NE, Suite A, Albuquerque, NM 87107, United States | US dollars through Stripe |
Both companies are referred to as “Propgent”, “we” or “us”. Where a right or obligation belongs to your contracting entity, it also protects the other entity to the extent it helps provide the Service to you. Contact for both: hello@propgent.io.
02What is free
Creating an account and building your agent cost nothing, and no card is required. A new account also gets a 14-day trial with 300 free credits. Credits are the unit your balance is held in: a live call uses five credits per started minute (so one minute is five credits), and browser test calls use 3 credits per minute. Trial credits are not money, so there is nothing to refund at that stage, and if you have not bought a pack when the trial ends the credits left from it are removed.
03Minute packs
- Unused pack: if no minutes from a pack have been used, you may cancel it for a full refund within 14 days of purchase.
- Partly used pack: within 14 days of purchase you may request a refund of the unused minutes, calculated at the per-minute price you paid for that pack. Minutes already consumed are not refunded.
- After 14 days: packs are non-refundable, but minutes never expire while your account is open, so nothing is lost by waiting to use them.
- Promotional or bonus minutes have no cash value and are not refundable.
04Calls we do not charge for
You are billed per started minute of connected time. You are not charged for calls that fail because of Propgent’s systems, or for calls the dialer skips because of quiet hours or a do-not-call entry. Browser test calls are not free: they use credits like any call. If you believe you were charged for a failed call, email us with the call reference and we will credit the minutes within 5 working days after checking the call log.
05Duplicate or mistaken charges
If a payment was taken twice, or a pack was bought by mistake and not used, tell us within 30 days and we refund the duplicate or mistaken payment in full.
06Cancelling your account
You can close your account at any time from settings or by email. Closing does not create a refund by itself; unused minutes are refunded only under section 03. If we close your account for a breach of the Terms or the Acceptable use policy, unused minutes are not refunded. If we withdraw a feature you paid for or stop the Service, we refund unused minutes in full.
07How refunds are paid
- Refunds go to the original payment method: through Stripe for USD payments and through PayU for INR payments. We cannot pay a refund to a different card or account.
- We approve or decline a request within 5 working days of receiving it. Approved refunds usually appear on your statement within 5 to 10 working days, depending on your bank.
- Refunds are in the currency you paid. Exchange-rate differences and bank fees are not reimbursed.
- For Indian customers, GST on the refunded amount is reversed on the credit note we issue.
08Chargebacks
Please contact us before raising a dispute with your bank; most issues are resolved within a day. Accounts with an open chargeback are paused until it is resolved.
09How to ask
Email hello@propgent.io from your account email with the pack, the date of purchase and the reason. Consumer-protection rights that apply where you live are not affected by this policy.