Refund Policy

You get back what you have not used. Request a refund from your billing page and we return the unused part of the period you have paid for, less a small service charge; if you had not started using Orastra at all, you get the whole payment back.

What we do not refund is the part you did use. Every message answered and every minute spoken was work done for your customers, in your name, and paid for on your behalf.

You can cancel at any time, and you keep the service until the end of the period you have already paid for.

A refund is prorated against how much of the billing period you consumed. We look at two things and use whichever is larger:

• How much of your included allowance you have used this period — messages and voice minutes, weighted by what each allowance is worth. This is the same figure shown on your usage meter all month.
• How much of the billing period has elapsed. Your AI employees were available and being monitored for that whole time — a phone line rented, a mailbox swept every minute — whether or not anything came in.

The remainder is refunded, less a service charge covering the payment-processing and merchant-of-record fees on the original transaction, which are not returned to us when a payment is refunded. The service charge is 5% of the original payment, with a minimum of $2.

If you had used essentially none of the period, no service charge applies and the payment is returned in full.

The figure is shown to you before you confirm anything, and it is the figure that reaches your bank.

Handing back the whole of a month that was used would mean paying for that usage ourselves. It is also the shape of abuse a metered product invites — subscribe, exhaust the allowance, ask for the money back, repeat — and the cost of that lands on the customers who do not do it, in the price.

So a full refund is available in exactly one situation: you paid and had not started. Beyond that, you are refunded the part you did not use, and if a period is fully consumed there is nothing left on it to return. Cancelling stops the next payment either way.

This does not apply where the fault was ours — see “When we refund in full” below.

You can cancel from the billing page in your dashboard at any time. Cancellation takes effect at the END of the period you have already paid for — we do not cut off service the moment you click, because you have paid for that time and it is yours.

That also means a cancellation partway through a month is not automatically refunded for the unused days. If you cancelled because something was broken, say so and we will look at it under the section below rather than pointing at this paragraph.

When a subscription actually lapses, any phone number we bought on your behalf is released back to the carrier. That is not reversible — the same number usually cannot be bought back — so port it away first if you intend to keep it.

Upgrades take effect immediately, and you are charged only the prorated difference for the remainder of the current period — never a second full subscription.

Downgrades take effect immediately as well, and the difference is credited against your next invoice rather than refunded to your card. If you would rather have the money back than the credit, ask us.

The proration above describes an ordinary refund request. It does not apply when the charge or the service was wrong on our side. In any of these situations we refund the payment in full, usage and service charge notwithstanding:

• You were charged after cancelling, or charged twice for the same period.
• A fault on our side made the product substantially unusable for a meaningful part of the billing period — an outage, a failure to deliver messages, or an integration we broke.
• You were charged on a plan you did not choose, or at a price we did not advertise to you.
• The law where you live gives you a refund right that this policy does not already meet. Nothing here is intended to reduce your statutory rights, and where they conflict with anything above, your statutory rights win.

These are handled by a person, not by the refund button — email hello@orastra.tech and say which payment and what happened.

We will generally NOT refund a period you used normally and simply decided not to continue, or usage charges that were correctly incurred (see below). That is what cancelling ahead of the next renewal is for.

Every new subscription starts with 7 days free. We take a payment method up front so the service does not stop the moment the trial ends, but nothing is charged until day 8. Cancel any time before then, from the billing page, and you pay nothing at all.

If the trial converted and you genuinely had not started using the service, request a refund from your billing page within 14 days of that first charge and the whole payment comes back — no service charge, because there was no usage to cover. We would rather return one month than keep money from someone who was never going to be a customer.

Plans include a set number of messages and voice minutes each month. Going over is billed as $5 per additional 100 messages, and $0.35 per additional voice minute. Messages are billed in blocks and a partial block counts as a full one — a single message past your allowance costs a whole 100-message block. Voice is billed by the minute.

Overage is visible in your usage meter as it accrues, before it reaches an invoice, precisely so it is never a surprise. Correctly-metered usage is not refundable, but if you believe the meter is wrong, tell us and we will check the underlying records with you.

Open Billing in your dashboard and choose “Request a refund”. You are shown the exact amount before you confirm anything, and it is issued immediately — there is no form to fill in and nobody to talk to first.

If the situation is one of the ones listed under “When we refund in full”, or the button says there is nothing left to return and you think that is wrong, email hello@orastra.tech from the address on your account. Tell us which payment and roughly what went wrong — we are not asking you to justify yourself, it just helps us fix the cause.

We aim to respond within two business days and to approve or explain within five. Refunds are issued to the original payment method; how quickly they appear is up to your bank, and typically takes 5–10 business days after we send them.

Payments for Orastra are processed by Paddle.com Market Ltd, which acts as the merchant of record. Your card statement will show Paddle rather than Orastra, and Paddle issues the invoice and handles the tax.

That means a refund is executed by Paddle on our instruction. You can raise a request with either of us — hello@orastra.tech or Paddle's own buyer support — and it reaches the same place.

If you think a charge is wrong, please email us first. A chargeback takes weeks, freezes the disputed amount at the card network, and usually results in the account being suspended while it runs — whereas we can normally just refund you the same day.

We have never refused a legitimate refund request, and we would rather resolve it directly than have a bank decide it for both of us.

Ramya Shripathi, trading as Orastra

Shriram Spandhana, Off Wind Tunnel Road, Challaghatta, Bengaluru, Karnataka 560037, India

Email: hello@orastra.tech