Cancellation & Refund Policy

This Cancellation & Refund Policy (“Policy”) applies to paid purchases for Oogam and Oogam Platform offered by DWET PVT LTD (“DWET Labs”, “we”, “us”). Payments are typically processed through Razorpay. Payment return/callback URLs are hosted on https://oogam.in (and related Oogam domains) to confirm transaction status after checkout.

This Policy should be read with our Terms & Conditions and Privacy Policy.

1. Nature of our products

Oogam and Oogam Platform are digital services (software / AI access, credits, API usage). There is no physical shipping. Once digital access or credits are provisioned to your account, the service is considered delivered for that purchase, subject to the refund rules below.

2. Order confirmation

• After a successful payment, Razorpay (or our systems) redirects you to a callback/return URL on https://oogam.in (or related Oogam domains).
• Credits, plan entitlements, or invoices are applied when we receive a successful payment confirmation from the payment gateway.
• A payment marked “failed”, “cancelled”, or “abandoned” at checkout will not be charged. If an amount is deducted by your bank/UPI provider despite a failed confirmation, contact your bank and email support@oogam.ai with the payment reference; we will help investigate with Razorpay.

3. Cancellations

3.1 Before payment completion

You may cancel a checkout before completing payment on Razorpay. No charge is made for abandoned checkouts.

3.2 Subscriptions / recurring plans (if enabled)

If you purchase a recurring plan, you may cancel future renewals from your Oogam Platform billing settings or by emailing support@oogam.ai before the next renewal date. Cancellation stops future charges; it does not automatically refund the current billing period unless a refund ground in Section 4 applies.

3.3 Prepaid credits / top-ups

Prepaid credits are generally non-cancellable once successfully added to your wallet, except as stated in Section 4.

4. Refund eligibility

We may issue a refund in the following cases:

1. Duplicate payment — the same order was charged more than once due to a technical error.
2. Failed delivery after successful charge — payment succeeded but credits/plan access were not provisioned within a reasonable time (typically 24–48 hours) and we cannot fulfil after you contact support.
3. Service not as described / material defect — confirmed by us after investigation (for example prolonged Platform outage preventing use of a newly purchased plan, with no workable remedy).
4. Unauthorised transaction — after verification with you and the payment partner, where required by applicable law or card/UPI network rules.
5. Cooling-off for unused prepaid credits (goodwill) — if you request a refund within 7 days of purchase and the purchased credits/plan have not been used (no API usage / app consumption against that purchase), we will generally approve a full refund.

5. Non-refundable situations

Unless required by law, refunds are not available for:

• Credits, API calls, or plan benefits that have already been used or substantially consumed.
• Dissatisfaction with AI model output quality alone (AI results vary; please evaluate with free/trial usage where available before large purchases).
• Account suspension or termination for violation of our Terms (abuse, fraud, illegal use, chargebacks in bad faith, etc.).
• Third-party fees charged by your bank, UPI app, or card issuer.
• Purchases made with incorrect account details supplied by you, where we have already fulfilled to that account in good faith.

6. How to request a refund

Email us with:

• Registered account email
• Razorpay payment ID / order ID / transaction reference
• Date and amount paid
• Reason for the refund request

Send requests to support@oogam.ai with subject line “Refund request”.

We aim to acknowledge requests within 2 business days and decide within 7 business days after we receive complete information.

7. Refund method and timeline

• Approved refunds are processed to the original payment method via Razorpay (or the relevant payment partner).
• After we initiate a refund, banks/UPI providers typically complete credit within 5–10 business days (sometimes up to 14 business days, depending on your bank).
• You will receive confirmation by email when the refund is initiated.

8. Chargebacks

If you dispute a charge with your bank without first contacting us, we may suspend the account pending investigation. Please contact support@oogam.ai first so we can resolve genuine issues quickly.

9. Changes to this Policy

We may update this Policy from time to time. The “Last updated” date will be revised when we do. The version in effect at the time of purchase generally applies to that purchase.

10. Contact

Merchant: DWET PVT LTD, India
Support, billing & refunds: support@oogam.ai
Product / callback host: https://oogam.in