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Legal

Refund and Cancellation Policy

Last Updated: 14 July 2026

This Refund and Cancellation Policy (the "Policy") explains how cancellations, refunds, and service delivery work for the Omnistra platform operated by Omnistra (Private) Limited, Flat: A1, Chandrawip Tower-4, Mandy Dental Road 10, Baroikhali, Hazaribag Park, Dhaka, Bangladesh ("Omnistra," "we," "us"). It forms part of our Terms of Service at https://omnistra.io/terms-of-service.

This Policy covers fees paid to Omnistra by our merchant customers: subscription fees, usage-based fees (including per-call fees and prepaid top-ups), and any other charges billed by Omnistra. It does not cover purchases an end-consumer makes from a merchant that uses Omnistra; those are governed by that merchant's own refund policy.

1. Service Delivery

Omnistra is a software service. Nothing is physically shipped.

  • Account activation: paid subscriptions are activated within 24 hours of payment confirmation, and usually immediately.
  • Prepaid top-ups: call and usage credits are added to the account balance immediately on payment confirmation.
  • Onboarding: where a plan includes assisted onboarding, our team contacts the customer within 2 business days of activation.

If a paid service is not delivered within these windows, contact billing@omnistra.io and we will activate it or refund the payment in full under Section 4.

2. Cancellation

2.1 How to cancel

A customer may cancel a subscription at any time from the Omnistra dashboard (Settings, then Billing, then Cancel Subscription) or by emailing billing@omnistra.io from the registered account email. Cancellation requires no phone call and no stated reason. We confirm every cancellation request by email within 2 business days.

2.2 When cancellation takes effect

Cancellation takes effect at the end of the current billing period. The service remains available until then. No further invoices are issued after cancellation takes effect.

2.3 Renewal

Subscriptions renew for successive periods of the same length. Where renewal is collected by invoice or payment link, non-payment of the renewal invoice simply ends the subscription at the end of the paid period. When a payment method is on file with our payment gateway, we send a renewal reminder before charging, and the customer may cancel any time before the renewal date to avoid the charge.

2.4 Data after cancellation

After cancellation takes effect, the customer may export its data for 30 days, after which it is deleted as described in our Privacy Policy at https://omnistra.io/privacy-policy.

3. Refunds

3.1 Subscription fees

Subscription fees for the current billing period are non-refundable once the period has started, except in the cases in Section 4. Cancelling mid-period stops future billing; it does not refund the running period.

3.2 Usage fees and top-ups

Fees for usage already consumed (including per-call fees) are non-refundable. Prepaid top-up credits are valid for 12 months from the date of purchase; unused credits expire at the end of that validity period or when the account closes, whichever is earlier, and are not redeemable for cash. We refund an unused balance only where Omnistra closes the account other than for the customer's breach, where a top-up was collected in error or in duplicate (Section 4), or where applicable law requires it. Credits are non-transferable and can be used only to pay Omnistra fees.

3.3 Revenue-share amounts

Revenue-share amounts invoiced on completed transactions are non-refundable.

4. Full or Pro-Rata Refunds

We refund in full, or pro rata for the unused period, where:

  • 1. Non-delivery: a paid subscription or top-up was not activated within the delivery windows in Section 1.
  • 2. Duplicate or erroneous charge: the same fee was collected twice, or an amount was collected in error. The excess is refunded in full.
  • 3. Termination by Omnistra for convenience: if Omnistra ends a subscription other than for the customer's breach, prepaid fees covering the period after termination are refunded pro rata.
  • 4. Sustained service failure: the service fails to perform materially in accordance with Omnistra's Documentation, the customer gives written notice to billing@omnistra.io describing the failure in reasonable detail, and Omnistra does not restore material conformance within 15 business days of that notice. The customer may then terminate the affected subscription and prepaid fees for the unexpired period are refunded pro rata. This mirrors Section 12.2 of the Terms of Service and is the customer's exclusive remedy for the failure. Downtime or degradation caused by third-party platforms, couriers, telecom operators, payment providers, force majeure events, or the customer's own content, configurations, or breach does not count toward a sustained service failure.
  • 5. Supply becomes impossible: if we cannot provide a paid service at all, we notify the customer within 48 hours of knowing and complete the refund within the following 72 hours, in line with the Digital Commerce Operation Guidelines 2021.
  • 6. Legal requirement: any case where applicable law requires a refund.

5. How Refunds Are Processed

  • Where the money goes: refunds are returned to the original payment method used for the transaction, whether card, bKash, Nagad, or bank transfer, in line with Bangladesh Bank payment guidelines. We do not refund to a different account or in cash.
  • Timeline: we review and decide refund requests within 3 business days of receiving the request. Approved refunds are initiated immediately on approval and are completed within 7 to 10 working days of approval, depending on the processing time of the card network, bank, or mobile financial service.
  • Charges: Omnistra bears the transaction charges on approved refunds. The customer receives the approved amount without deduction.
  • Currency: refunds are made in the currency of the original payment.
  • Confirmation: we confirm by email when a refund is initiated and include the payment gateway reference.

6. How to Request a Refund

Email billing@omnistra.io from the registered account email with:

  • 1. the account or business name;
  • 2. the invoice number or transaction ID;
  • 3. the amount and payment method; and
  • 4. the reason for the request.

We acknowledge every request within 2 business days and decide within 3 business days. If a request is declined, we state the reason in writing. A customer who disagrees may escalate under Section 8.

7. Chargebacks

We ask customers to contact billing@omnistra.io before raising a chargeback with a bank or card issuer; most billing issues are resolved within days directly. Omnistra reserves the right to suspend an account with an open chargeback on fees that were properly charged under the Terms of Service, and to contest chargebacks with transaction evidence. If a chargeback is raised on fees that were properly charged under the Terms of Service and the chargeback is upheld or the funds are clawed back, the reversed amount is reinstated as a debt owed to Omnistra, together with the chargeback and processing fees the payment gateway or bank imposes on Omnistra for that chargeback. Raising a chargeback instead of the process in Section 6, for fees properly charged, is a material breach of the Terms of Service.

8. Complaints and Escalation

Unresolved billing complaints may be escalated to legal@omnistra.io. We acknowledge escalations within 24 hours, communicate a proposed resolution or a clear status within 72 hours, and aim to close the complaint within 10 business days. Nothing in this Policy limits any right a customer has under the Consumer Rights Protection Act 2009, the Digital Commerce Operation Guidelines 2021, or other applicable law, or the dispute-resolution process in the Terms of Service.

9. Free Trials and Beta Features

Free trials and free plans carry no charge and therefore no refund. If a trial converts to a paid plan, the first paid period is refundable in full if the customer requests it within 7 days of the first charge and has not made material use of paid features in that time; material use means more than [50] AI Agent conversations or calls, any live outbound campaign, or consumption of more than [10]% of the plan's included usage. This conversion refund is available once per customer and per business, not per account. Beta features are provided free of charge unless stated otherwise and are excluded from refund calculations.

10. Changes to This Policy

We may update this Policy. Material changes are notified by email or in-product notice at least 30 days before they take effect and apply from the customer's next billing period. The version in force at the time of a payment governs that payment.

11. Contact

Omnistra (Private) Limited · Flat: A1, Chandrawip Tower-4, Mandy Dental Road 10, Baroikhali, Hazaribag Park, Dhaka, Bangladesh 1209.

Billing: billing@omnistra.io · Support: support@omnistra.io · Phone: +8801805431373

Web: https://omnistra.io