We want you to feel confident every time you top up. This Refund Policy ("Policy") explains when refunds are available, how to request one, and how long it takes. HelloSir.ai is a product of Cloud Lab Technologies (UK).
1. Free trial
Every new account starts on a free trial with no card required. You only pay if you choose to purchase a top-up pack. There is nothing to refund during the free trial.
2. Pay-as-you-go top-up packs
Top-up packs (chat, web voice, AI calling, extra agents) are charged upfront and credited to your account instantly. The packs are non-subscription, non-renewing and credits never expire.
3. 7-day cooling-off (unused credits)
If you change your mind within 7 days of purchase and you have not consumed any portion of the credits in the pack, we will refund the pack in full to the original payment method.
4. Partial usage
Once credits have been consumed (even partially), the pack is considered "in use" and is non-refundable. You can stop using HelloSir at any time and any remaining credits stay available on your account for future use.
5. Duplicate / accidental charges
We always refund duplicate or clearly accidental charges within 5 business days, no questions asked. Open a ticket from our contact page with the transaction reference.
6. Service interruption
If a verified platform-wide outage caused by HelloSir lasts longer than 24 consecutive hours, we will issue a pro-rated service credit (not a cash refund) equal to the affected portion of your most recent pack.
7. Non-refundable cases
- Credits that have been consumed.
- Charges older than 90 days.
- Account suspended for violation of our Terms & Conditions.
- Costs incurred with upstream telecom providers (e.g. inbound carrier minutes via VAPI / Twilio) that have already been settled.
8. How to request a refund
- Email billing@hellosir.ai with the subject "Refund request".
- Include your account email, transaction reference and reason.
- Our team responds within 2 business days.
- Approved refunds arrive within 5–10 business days, depending on your bank.