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Refund & Cancellation Policy

Last Updated: September 9, 2026

This Refund & Cancellation Policy (“Policy”) explains the cancellation, payment, refund and offboarding terms that apply to AI voice-agent, AI front-office, workflow automation, implementation, support, subscription and managed services provided by ZEHEN AI.

ZEHEN AI is operated by Aman Hussain, a sole proprietor based in India. In this Policy, “ZEHEN AI,” “we,” “us,” and “our” refer to Aman Hussain trading as ZEHEN AI. “Client,” “you,” and “your” refer to the business customer purchasing or using our Services.

This Policy forms part of the ZEHEN AI Terms and Conditions. If a signed or expressly accepted order form, proposal, statement of work, Data Processing Addendum or client-specific agreement conflicts with this Policy, that agreement will control to the extent of the conflict.

1. Business Services Only

Our Services are provided for business and professional use only. They are not intended for personal, household or consumer use.

This Policy does not exclude, restrict or limit any legal right that cannot lawfully be excluded, restricted or limited. If you are treated as a consumer under mandatory applicable law despite the business-use nature of the Services, your mandatory statutory rights will apply to the extent required by law.

2. Scope

This Policy applies to:

  • one-time setup, onboarding, implementation, configuration, integration, custom workflow-design, training and professional-service fees;

  • monthly, quarterly, annual or other recurring subscription/managed-service fees;

  • usage-based, telephony, AI-provider, third-party, integration, overage and out-of-scope charges where applicable; and

  • cancellation, suspension, termination and offboarding of the Services.

ZEHEN AI provides software-enabled and managed business services. We do not sell physical goods, and this Policy does not relate to shipping, delivery or returns of physical products.

3. Fees and Payment Timing

Unless otherwise agreed in writing:

  • setup, onboarding, implementation and configuration fees are due in full before ZEHEN AI begins the relevant work;

  • recurring subscription or managed-service fees are due in advance, at least seven days before the start of the applicable billing period;

  • usage-based and third-party charges may be invoiced separately where disclosed in a proposal, order form, invoice or client agreement; and

  • all fees are payable in the currency and by the method stated in the applicable invoice, order form or agreement.

The Client is responsible for applicable taxes, bank charges, payment-provider charges, withholding obligations and similar charges unless expressly included in an invoice.

4. Setup, Onboarding and Implementation Fees

Setup, onboarding, implementation, integration, custom workflow design, voice-agent configuration, training and related professional-service fees compensate ZEHEN AI for reserving resources and performing work that begins before the ongoing Service is fully live.

Accordingly:

  • setup fees are payable upfront;

  • once ZEHEN AI has commenced the relevant work, setup fees are non-refundable, except where required by non-excludable applicable law or expressly agreed in writing;

  • work is considered commenced when ZEHEN AI begins any implementation, discovery, configuration, technical setup, workflow design, integration, agent design, script preparation, project planning, onboarding, training or related activity for the Client; and

  • if the Client delays, abandons, fails to provide required information/access, or does not cooperate with onboarding after work has commenced, the setup fee remains payable and non-refundable.

5. Recurring Subscription and Managed-Service Fees

Recurring subscription and managed-service fees are billed in advance.
Except where required by applicable law or expressly agreed in writing:

  • payments for an active billing period are non-refundable;

  • no pro-rated refund is provided for unused Service time, unused usage allowances, a Client’s reduced usage, or a Client’s decision to stop using the Services during a billing period;

  • if the Client cancels during a paid billing period and is otherwise eligible to cancel, access may continue until the end of that paid period or the effective termination date, as applicable; and

  • fees already accrued, invoiced, committed or due remain payable.

6. Minimum Initial Commitment

Unless a written agreement states otherwise, each Client engagement has a minimum initial commitment of three (3) months beginning on the Service commencement date stated in the applicable proposal, invoice, order form or agreement (“Minimum Term”).

During the Minimum Term:

  • the Client is committed to pay the agreed setup fee and recurring fees for the full Minimum Term;

  • a request to cancel, a reduction in usage, an implementation delay caused by the Client, or a decision not to use the Services does not remove the Client’s obligation to pay agreed fees for the Minimum Term;

  • ZEHEN AI may invoice the remaining fees due for the Minimum Term if the Client terminates early, abandons the engagement, materially breaches the agreement, fails to pay, or instructs ZEHEN AI to stop providing the Services before the Minimum Term ends; and

  • ZEHEN AI may suspend access or implementation while any amounts are overdue.

This section does not prevent either party from exercising rights that cannot legally be excluded or from terminating for a material breach by the other party that remains uncured after any applicable notice/cure period.

7. Cancellation by Client

To cancel after the Minimum Term, the Client must send written notice to:

text : support@zehenai.com

The cancellation notice must include:

  • the Client’s legal/business name;

  • the email address associated with the account;

  • the Services to be cancelled;

  • the requested cancellation date; and

  • the name and authority of the person submitting the request.

The Client must give at least 15 days’ prior written notice before the requested cancellation date.

If the Client provides less than 15 days’ notice:

  • the effective cancellation date will be no earlier than 15 days after ZEHEN AI receives valid written notice; and

  • the Client remains responsible for fees due during the notice period and any applicable billing period.

Cancellation does not automatically create a refund. The Client remains responsible for all unpaid setup fees, current-period fees, committed Minimum Term fees, usage charges, third-party charges and other amounts due under the applicable agreement.

8. Client Delays, Non-Cooperation and Abandoned Projects

ZEHEN AI may depend on timely Client input, approvals, call-routing information, phone-number access, scripts, integration credentials, customer-data instructions, calendar/booking availability, escalation contacts and other implementation materials.

If the Client delays, fails to cooperate, fails to provide required access or information, becomes unresponsive, or otherwise prevents implementation or delivery:

  • ZEHEN AI may pause the project or Services;

  • fees will continue to be due in accordance with the agreed commercial terms, including the Minimum Term where applicable;

  • implementation timelines may be extended;

  • reactivation, re-onboarding, reconfiguration, additional setup or out-of-scope work may be charged separately; and

  • no refund is due solely because the Client delayed, did not use or did not complete the onboarding process.

9. Discretionary Refunds and Service Credits

Any refund, credit, fee adjustment or exception outside this Policy is at ZEHEN AI’s sole discretion and must be confirmed in writing.

A discretionary refund or credit:

  • is not an admission of fault or legal liability;

  • does not create a precedent or ongoing obligation;

  • may be subject to deduction of unpaid fees, completed work, third-party costs, usage charges, taxes, payment-processing charges and reasonable administrative costs; and

  • does not apply where the Client is in breach, has unpaid amounts, has used the Services unlawfully, or has failed to comply with the applicable agreement.

10. Suspension or Termination by ZEHEN AI

ZEHEN AI may suspend or terminate Services as permitted by the Terms and Conditions or applicable client agreement, including for non-payment, material breach, unlawful or prohibited use, fraud, security risk, abusive use, regulatory/carrier/platform requirements or failure to cooperate.

If ZEHEN AI suspends or terminates Services due to the Client’s breach, non-payment, unlawful use, misuse, or failure to meet its obligations:

  • all fees paid remain non-refundable, except where law requires otherwise;

  • all accrued, committed and outstanding amounts remain payable; and

  • ZEHEN AI may recover reasonable costs incurred in connection with the Client’s breach, collection efforts, service-provider charges or remediation, where permitted by applicable law and agreement.

If ZEHEN AI terminates an active Service for convenience and the Client is not in breach, ZEHEN AI will provide reasonable notice and, where appropriate, may provide a pro-rated refund or service credit for prepaid recurring Service fees covering a period after the effective termination date. Setup, implementation and professional-service fees remain non-refundable once the relevant work has commenced, except where otherwise agreed or required by law.

11. Data Export and Offboarding

Following expiry or termination, the Client may request an export of available Client Data, such as Service configuration information, call records, recordings, transcripts or related data, subject to the applicable agreement, Data Processing Addendum, technical feasibility, security requirements, legal obligations, retention rules and third-party limitations.

Requests must be made in writing to support@zehenai.com within 30 days after the effective termination date, unless an agreement or applicable law requires a different period.

ZEHEN AI may charge reasonable fees for substantial, custom, repeated or out-of-scope export/offboarding assistance. ZEHEN AI will not unreasonably withhold legally required data-protection assistance solely due to a commercial payment dispute; however, ZEHEN AI may suspend non-essential or additional offboarding work while undisputed overdue amounts remain unpaid, to the extent permitted by law.

After the applicable offboarding window and retention period, ZEHEN AI may delete Client Data in accordance with the applicable agreement, Data Processing Addendum, configured retention settings, backup cycles and legal obligations.

12. Changes to This Policy

ZEHEN AI may update this Policy from time to time to reflect changes in the Services, pricing model, law, service-provider requirements or business practices.

We will post the updated Policy on this page with a revised “Last Updated” date. Changes will apply prospectively unless a written client agreement states otherwise or applicable law requires a different approach.

13. Contact Us

For questions about cancellation, billing, refunds or this Policy, contact:

ZEHEN AI
Operated by Aman Hussain, Sole Proprietor
India
Email: support@zehenai.com