REFUND POLICY - MIRICALL AI

Last Updated: September 17, 2025

Version: 1.0

1. Overview

Miricall AI is committed to customer satisfaction. This Refund Policy outlines our approach to refunds, cancellations, and your rights under Australian Consumer Law. This policy should be read in conjunction with our Terms of Service.

2. Subscription Services Refund Eligibility

Full Refunds Available:

7-Day Satisfaction Guarantee: Cancel within 7 days of initial subscription or renewal for a full refund if the Service has not been materially utilized

Service Failure: Extended service outages exceeding 48 consecutive hours not due to user breach or external factors beyond our control

Billing Errors: Incorrect charges due to system errors or processing mistakes

Pro-Rata Refunds:

Early Cancellation: Unused portion of prepaid subscription periods (calculated from cancellation date)

Account Termination: Where we terminate your account without cause, refund for unused paid period

Service Downgrade: Difference in cost when downgrading service tiers mid-billing cycle

No Refund Situations:

Cancellations requested more than 7 days after initial purchase/renewal where service has been used

Setup fees, customization charges, or one-time configuration costs

Termination due to breach of Terms of Service or prohibited use

Change of mind after the 7-day guarantee period where service has been utilized

Refunds for periods where service was available but not accessed by user

3. Refund Calculation Method

Pro-Rata Calculations:

Unused days calculated from the date of approved cancellation

Based on the monthly subscription fee divided by calendar days in the billing period

Minimum calculation period of one day

Refunds rounded to the nearest cent in your favor

Service Usage Considerations:

"Material utilization" includes: active call handling, AI training, data processing, or administrative access beyond initial setup

Setup and onboarding activities within first 48 hours do not disqualify refund eligibility

Historical data access or export activities do not constitute material usage for refund purposes

4. Australian Consumer Law Rights

Consumer Guarantees:

Under Australian Consumer Law, you have guaranteed rights that cannot be excluded:

Services must be provided with acceptable care and skill

Services must be fit for purpose and match descriptions

Services must be provided within reasonable time

Major Failure Remedies:

If our Service has a major failure, you may choose:

Cancellation: End the service and receive a refund

Compensation: For any reduction in service value

Resolution: We must fix the problem at no extra cost

Minor Failure Remedies:

For minor problems, we will:

Fix the issue within reasonable time, or

Provide appropriate compensation if fixing is not possible

5. Refund Request Process

How to Request:

Email: Send refund request to [email protected] with:

Account details (name, email address used to sign up, subscription ID)

Reason for refund request

Any supporting documentation

Account Portal: Use the "Cancel Subscription" feature in your dashboard

Phone: Contact our support team during business hours

Required Information:

Account holder verification

Specific subscription period in question

Detailed reason for refund request

Preferred refund method (if different from original payment)

Processing Timeline:

Acknowledgment: Within 2 business days of request

Assessment: Up to 5 business days for evaluation

Resolution: Decision communicated within 7 business days

Processing: Approved refunds processed within 30 days

6. Refund Methods

Standard Process:

Refunds processed to original payment method where possible

Credit card refunds: 5-10 business days (depending on your bank)

PayPal refunds: 3-5 business days

Bank transfer refunds: 2-3 business days

Alternative Methods:

If original payment method is unavailable:

Bank transfer to verified account

Account credit for future services (with your consent)

Other mutually agreed payment methods

Processing Fees:

No processing fees charged for legitimate refund requests

Third-party fees (bank charges, international transfer fees) may apply for certain refund methods

We will inform you of any applicable fees before processing

7. Disputed Charges and Chargebacks

Dispute Process:

Before initiating chargebacks with your bank:

Contact us directly to resolve billing disputes

Allow reasonable time for investigation and resolution upto 7 business days

Work with us to find mutually acceptable solution

Chargeback Consequences:

May result in immediate account suspension

Additional documentation may be required for account restoration

Future payment methods may require alternative verification

8. Special Circumstances

Technical Issues:

Service interruptions due to our technical problems may qualify for service credits or refunds

User-side technical difficulties (internet, device issues) do not typically qualify for refunds

We provide reasonable technical support to resolve connectivity issues

Business Closure:

If you cease business operations, contact us to discuss early termination options

Documentation of business closure may be required

Standard refund terms apply unless special circumstances warrant consideration

Seasonal/Temporary Closures:

Account suspension options available for temporary business closures

Refunds not typically provided for voluntary non-use of available services

Alternative arrangements may be considered on case-by-case basis

9. Refund Policy Changes

Modifications:

This policy may be updated to reflect changes in our services or legal requirements

Material changes will be communicated via email and website notice

Changes apply to refund requests made after the effective date of updates

Previous versions available upon request

10. Limitations and Exclusions

Time Limits:

Refund requests must be made within 90 days of the relevant billing period

Australian Consumer Law rights are not subject to these time limits

Reasonable extensions may be granted for exceptional circumstances

Service Dependencies:

Refunds may be limited where third-party services incur non-recoverable costs

Setup fees paid to external providers are generally non-refundable

Custom integrations or specialized configurations may have different refund terms

11. Contact Information

Refund Inquiries:

Email: [email protected]

Address: Miricall AI, Melton West, Melbourne, Victoria, 3337, Australia

Business Hours:

Monday to Friday: 9:00 AM - 5:00 PM AEST

Emergency billing issues: Available outside business hours via email

Escalation:

If you're not satisfied with our refund decision:

Request escalation to management within 30 days

Contact Australian Competition and Consumer Commission (ACCC) for consumer rights issues

Seek independent legal advice for complex disputes