Refund & Cancellation Policy
Clear guidelines on cancellations, non-refundable regulatory disbursements, virtual number carrier reservations, and unused prepaid voice minute balances.
Regulatory & Carrier Disbursement Transparency
Cloud telephony services require real-time integration with telecom operators (Airtel, Jio, Vi) and government regulatory ledgers. Certain fees, such as DLT Principal Entity KYC disbursements and carrier virtual number reservation blocks, are committed irreversibly at the moment of order processing and cannot be reversed or refunded.
Non-Refundable Carrier Disbursements & Setup Fees
The following line items are strictly non-refundable once order fulfillment begins:
| Fee Category | Refund Status | Commercial Justification |
|---|---|---|
| TRAI DLT Registration Fee (₹2,500 / ₹6,500) | Non-Refundable | Remitted directly to telecom operator DLT portals and government ledgers for entity validation. |
| Inbound Mobile Virtual Number (9XXXX) Initial Rental | Non-Refundable | Carrier assignment carries an irreversible 2-month minimum lock-in period upon purchase. |
| SIP Trunk Interconnect & Allocation Setup | Non-Refundable | NOC engineering time, IP whitelisting, and switch routing allocation. |
| Custom AI Brain Architecture Setup | Non-Refundable | Persona prompt engineering and sovereign VPC deployment hours expended by AI specialists. |
Virtual DID Numbers & 2-Month Minimum Lock-in
As established in our Master Services Agreement, Mobile Virtual Numbers (10-digit 9XXXX series) operate under a mandatory two (2) calendar month minimum billing commitment.
- If a customer requests cancellation during Month 1, the number will remain active through the end of Month 2, and the second month's rental remains payable.
- Cancellation requests submitted after the initial 60-day lock-in period must be delivered in writing at least fifteen (15) days prior to the start of the next recurring billing cycle.
Prepaid Voice AI Minute Packs
Voice AI calling minutes purchased in packages (e.g. 1k–5k min @ ₹5.00/min, 5k–15k min @ ₹4.50/min, 15k–50k min @ ₹4.00/min) are managed under the following terms:
- Consumed Minutes: Call minutes already initiated, connected, and processed through our carrier trunks and speech AI synthesis engines cannot be refunded.
- Unutilized Minute Balance: In the event of account termination by mutual consent, any unconsumed prepaid minute balance will be refunded pro-rata, subject to a 10% administrative processing fee.
- Minute Expiry: Standard minute packs remain valid for 180 days from the purchase date unless an active monthly channel subscription is maintained.
Monthly Channel Subscription Cancellations
Concurrent calling channels (₹240 / channel / month) may be scaled up or down at any time:
- Channel Reductions: Decreases in channel capacity take effect at the conclusion of the current 30-day billing cycle. No mid-cycle cash refunds are issued for reduced channels.
- Channel Upgrades: Upgrades during a cycle are charged on a pro-rata basis for the remaining days of that billing month.
Refund Processing & Escalation Timeline
To submit a cancellation or eligible refund request:
1. Send an email to billing@7silicon.com with your Registered Account ID, Company Name, and GSTIN.
2. Our Finance & Carrier Settlements team will verify unconsumed balances and provide an audit statement within 3 business days.
3. Approved refunds are credited back to the original source of funds (Corporate Bank Account via NEFT/RTGS, UPI, or Corporate Credit Card) within 7 to 10 banking days.