Cancellation and Refund Policy

Opscale provides AI Agent Teams: hosted teams of AI software agents organised by department (Engineering, Marketing, Sales, Operations, Finance and Customer Success), delivered through a private, isolated hosted workspace with a team-chat interface, a browser-based desktop and a configuration dashboard. The service is purely digital. No physical goods are shipped, so there is nothing to return; this policy therefore deals only with cancelling your subscription and refunding payments.

The service is sold as a monthly subscription at US$1,099 per agent team (department) per month, as a flat rate with no token limits and no overage fees, as displayed on our Pricing page and at checkout. If you subscribe to more than one agent team (department), the monthly fee is US$1,099 multiplied by the number of agent teams selected. Fees are billed monthly in advance, are exclusive of applicable taxes (for example GST for customers in India) unless stated otherwise, and the subscription renews automatically every month until you cancel it. The total amount charged for each billing period, including applicable taxes and any currency conversion applied by the payment gateway or your bank, is the total shown to you at checkout. Payments are collected through authorised third-party payment gateways such as Razorpay. Opscale does not store your full card details.

You may cancel your subscription at any time, for any reason, using either of the following channels:

• From the dashboard: sign in at https://app.opscale.io and use the cancellation option in your dashboard. Cancellation is available in the same self-service channel you used to sign up; you do not need to call anyone to cancel. A cancellation made in the dashboard is recorded on the day you make it and is confirmed on screen and by email to your registered address.
• By email: write to business@opscale.io from your registered email address, stating your company name and that you wish to cancel. A cancellation request sent by email is recorded on the day we receive it at business@opscale.io. We will confirm the cancellation by email to your registered address within 2 business days of receiving it. "Business days" throughout this policy means Monday to Friday, excluding Indian public holidays.

If a renewal charge is collected after we have received your cancellation request (whether made in the dashboard or by email), that charge is treated as an erroneous charge and will be refunded in full under section 5.2. We do not charge any cancellation fee, and there is no minimum term or lock-in beyond the current monthly billing period.

• Cancellation takes effect at the end of the current monthly billing period, that is, on the day your next monthly payment would otherwise have been charged.
• Your workspace, agents and data remain accessible until the end of that billing period. You may keep using the service in full until then.
• No further charges are made after the end of the current billing period. Your subscription will not renew.
• If you cancel and later want to use Opscale again, you can sign up afresh at https://app.opscale.io/signup at the prices then displayed on the Pricing page. A fresh signup by a company that has previously held an Opscale subscription is not a first-time subscription for the purposes of section 5.1.

We recommend that you export any chat history, files, documents or code you wish to keep before the end of your final billing period. The treatment of your data after your subscription ends is described in our Privacy Policy and Terms and Conditions.

Because fees are billed monthly in advance and you keep full access until the end of the billing period you have paid for, we do not provide pro-rated or partial refunds for the unused portion of a monthly billing period when you cancel. For example, if you cancel on day 10 of a 30-day billing period, you retain access for the remaining 20 days and no refund is issued for those days. The only exceptions to this rule are the specific refund situations set out in section 5.

Opscale will issue a refund in each of the following situations. These are firm commitments, not matters of discretion.

5.1 First-payment satisfaction refund (7 days). If you are a first-time customer and you are not satisfied with the service for any reason, you may request a full refund of your first monthly payment within 7 days of the date that payment was made. To use this option, send your request to business@opscale.io within the 7-day window (see section 6 for what to include). On approval, the full amount of your first monthly payment is refunded and your subscription ends. A "first-time customer" means a company or other legal entity that has not previously held an Opscale subscription under any account; this option is available once per legal entity, regardless of the email address or account used, and applies only to the first monthly payment on that entity's first subscription. It does not apply to renewals or to any payment made after the 7-day window has closed.

5.2 Duplicate or erroneous charges. If you are charged twice for the same billing period, charged an amount that differs from the total (including applicable taxes) shown to you at checkout for that billing period, or charged after we have received your cancellation request or after your cancellation has taken effect, we will refund the duplicate or erroneous amount in full. Please tell us as soon as you notice such a charge so that we can also correct the underlying cause.

5.3 Failure to provision, or extended unavailability. After signup and payment your workspace is provisioned automatically, typically within a few minutes and in any case within 24 hours (see our Shipping and Delivery Policy). If either of the following happens, you may cancel your subscription and receive a refund of the fees paid for the affected period:

• Opscale fails to provision your workspace within 24 hours of your payment; or
• the service is unavailable to you for more than 72 consecutive hours due to Opscale's fault.

In the case of a failure to provision, the affected period is the whole billing period you paid for, and the full payment is refunded. In the case of unavailability, the affected period is the billing period in which the outage of more than 72 consecutive hours occurred. Unavailability is treated as Opscale's fault where it results from a failure of our own systems, configuration or operations, or from a failure of a supplier that we could reasonably have avoided or mitigated (for example by routing to an alternative model provider through OpenRouter). It is not treated as Opscale's fault where it results from an outage of a third-party tool you have connected, an outage of a third-party model provider that we could not reasonably have avoided or mitigated, your own network, devices or email systems, a suspension resulting from your breach of the Terms and Conditions, or a force majeure event as described in Section 20 of the Terms and Conditions. This is the same test that applies under the Terms and Conditions.

5.4 Deficient or mis-described service. If the service is deficient or materially not of the characteristics or features described on our website or in the Terms and Conditions (for example, a subscribed agent team (department) that does not function as described), report it to business@opscale.io with the details listed in section 6. If we do not remedy the deficiency within a reasonable time after you report it, and in any case within 7 days, we will refund or, at your choice, credit the fees for the affected period, as required by Rule 7(4) of the Consumer Protection (E-Commerce) Rules, 2020. The affected period is the part of the billing period during which the deficiency persisted after you reported it.

5.5 Refunds where Opscale ends or withdraws the service. If Opscale terminates your subscription for convenience on 30 days' notice, terminates it following a third-party intellectual-property claim, or materially reduces the core functionality of a paid subscription during a billing period for which you have already paid (see Sections 4, 13 and 16 of the Terms and Conditions), we will refund the fees you have paid for the period after the termination date or, for reduced functionality, for the affected period, on the timelines in section 7. No request from you is needed for a refund under this section following termination by Opscale; we will initiate it automatically and confirm it by email.

5.6 Fees that are not refundable. Except as stated in sections 5.1 to 5.5 above, all fees paid to Opscale are non-refundable. In particular, we do not refund:

• the unused part of a monthly billing period after you cancel (see section 4);
• any monthly payment made after the 7-day first-payment window, including all renewal payments, unless one of sections 5.2 to 5.5 applies;
• fees for a period during which the service was provisioned, available and functioning as described, on the ground that agents were used less than expected or that you no longer need the service; this exclusion does not apply where the service was deficient or not as described (see section 5.4);
• any amounts paid by you to third parties, for example charges from OpenRouter if you have chosen to supply your own OpenRouter API key, or fees for third-party tools (such as GitHub, Slack, Linear, HubSpot, Notion, QuickBooks or Intercom) that you connect to your agents. Those are governed by the respective third party's own terms.

Nothing in this section limits any right you may have under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 or any other applicable law that cannot be excluded by agreement.

All refund requests must be sent by email to business@opscale.io. To allow us to locate and verify your payment quickly, please include all of the following in your email:

• the email address registered to your Opscale account (please send the request from that address where possible);
• your company name as entered at signup;
• the payment reference for the charge in question (the payment or transaction ID shown in your receipt, payment confirmation email or payment gateway statement), together with the date and amount of the charge;
• the reason for the request, indicating which of the situations in section 5 applies (first-payment refund, duplicate or erroneous charge, failure to provision, unavailability, deficient or mis-described service, or termination or reduced functionality by Opscale), and, for unavailability or deficiency claims, the dates and times during which the service was unavailable or deficient and the date on which you first reported it.

We may ask you for further information reasonably needed to verify the request, for example a screenshot of a duplicate charge. Requests that do not contain the registered email, company name and payment reference may be delayed until we receive them; a request is "complete" when it contains these three items and any further information we have reasonably asked for.

We will acknowledge your request by email within 48 hours of receipt and give you a reference number so that you can track it. We will tell you in writing whether the refund is approved, and if not the reason, within 5 business days of receiving a complete request, and in every case within 30 days of receipt. If you disagree with our decision, you may escalate it to our Grievance Officer using the details in section 10.

Once a refund is approved (or, under section 5.5, once we notify you of termination or reduced functionality), the following fixed timelines apply:

• Initiation: Opscale initiates the refund with the payment gateway within 3 business days of the written decision approving your request under section 6.
• Credit: the refunded amount is credited to your original payment method within 5 to 7 business days of initiation.
• Bank or card-issuer processing: some banks and card issuers take additional time to reflect a refund on your statement. This may take up to 10 business days from initiation, depending on your bank or card issuer.

Taken together with section 6, this means that a complete refund request is acknowledged within 48 hours, decided within 5 business days, initiated within 3 business days of the decision and credited within 5 to 7 business days of initiation. If a refund has not appeared on your statement within 10 business days of our confirmation that it was initiated, please write to business@opscale.io with the refund reference we gave you and we will follow up with the payment gateway on your behalf.

• Refunds are made only to the original payment method used for the charge (for example the same card or bank account), through the payment gateway that processed the original payment (such as Razorpay). We cannot pay refunds in cash, to a different card or account, or to a third party.
• Refunds are made in the currency in which the original charge was collected. Where your bank converted the charge from another currency, the amount you receive back may differ slightly because of exchange-rate movements or bank conversion charges, which are outside our control.
• A refund of a charge on which tax was collected is issued together with the corresponding tax adjustment, and we issue a credit note against the original tax invoice where required under Indian GST law.
• Where a refund is approved, we do not deduct any processing or administrative fee from the refunded amount.

If you believe a charge is wrong, please contact us at business@opscale.io before raising a dispute or chargeback with your bank or card issuer. In almost every case we can resolve the issue faster than the chargeback process, and the timelines in sections 6 and 7 apply. Raising a chargeback for a charge that is valid under this policy and the Terms and Conditions does not by itself cancel your subscription; please also cancel as described in section 2 to stop future renewals.

For cancellations, refund requests, billing questions or complaints about this policy, you can reach us as follows:

• Legal entity: Opscale Technologies (OPC) Private Limited (a One Person Company incorporated under the Companies Act, 2013)
• GSTIN: 29AACCO4519R2ZQ
• Registered and operational address: HD-037, WeWork Prestige Atlanta, 80 Feet Main Road, Koramangala 1A Block, Industrial Layout, Bengaluru, Karnataka 560034, India
• Email: business@opscale.io
• Support hours: Monday to Friday, 10:00 to 18:00 IST (excluding Indian public holidays)
• Website: https://www.opscale.io (contact page: https://www.opscale.io/contact) | Application: https://app.opscale.io

Grievance Officer. In accordance with Rule 4(4) and 4(5) of the Consumer Protection (E-Commerce) Rules, 2020, Rule 5(9) of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 and Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, our Grievance Officer is: Anub Sinha, Founder and Director, Opscale Technologies (OPC) Private Limited, HD-037, WeWork Prestige Atlanta, 80 Feet Main Road, Koramangala 1A Block, Industrial Layout, Bengaluru, Karnataka 560034, India; email business@opscale.io (support hours Monday to Friday, 10:00 to 18:00 IST, excluding Indian public holidays). Anub Sinha is also our nodal contact person resident in India for the purposes of the Consumer Protection (E-Commerce) Rules, 2020. If you are not satisfied with how a cancellation or refund request has been handled, write to the Grievance Officer with the subject line "Grievance" and the details listed in section 6. We will acknowledge your grievance within 48 hours of receipt with a reference number so you can track it, respond substantively within 5 business days, and resolve it within 30 days of receipt. These are the same timelines that apply under Section 18 of the Terms and Conditions. Nothing in this section limits your right to approach any court, consumer forum or regulator; consumers in India may also contact the National Consumer Helpline on 1915 or at https://consumerhelpline.gov.in.

This policy is governed by the laws of India, including the Indian Contract Act, 1872 and the Consumer Protection Act, 2019, and the courts at Bengaluru, Karnataka have exclusive jurisdiction over any dispute relating to it, subject to any non-excludable right you may have to approach a consumer forum. We may update this policy from time to time; the version published at https://www.opscale.io/cancellation-and-refunds with the most recent "Last updated" date applies to payments made after that date. Material changes will be notified to your registered email address at least 30 days before they take effect, and you may cancel your subscription before that date if you do not agree, in which case the change will not apply to you, as set out in Section 19 of the Terms and Conditions. Non-material changes, such as corrections and clarifications, take effect when published.