Service & Billing Policy
Last Updated: 11 September 2026
1. Purpose
This Service & Billing Policy explains how subscriptions, billing, payments, cancellations, refunds, and support are managed for the Services provided by RemARkablyAI Private Limited ("RemARkablyAI", "we", "our", or "us").
This Policy forms part of our Terms of Service.
2. Service Plans
RemARkablyAI offers subscription plans designed for different business requirements.
The features, usage limits, pricing, and inclusions for each plan are published on our Pricing page or otherwise agreed in writing.
We may introduce, modify, or discontinue plans from time to time.
3. Setup and Onboarding
Some Services require an initial setup before they become available.
Setup may include activities such as:
- Customer onboarding.
- Configuration.
- Preparation of customer-provided content.
- Deployment and activation.
- Technical assistance during implementation.
Any applicable setup fee will be communicated before work begins.
Unless otherwise agreed in writing, setup fees are non-refundable once work has commenced.
4. Subscription Billing
Subscriptions are billed in advance according to the billing cycle selected by the Customer.
Subscription fees remain payable until the subscription is cancelled in accordance with this Policy.
Invoices will be issued electronically.
5. Payments
Customers are responsible for paying all applicable fees by the due date.
Accepted payment methods may vary from time to time.
All applicable taxes, including GST where required, will be charged in accordance with applicable law.
6. Renewals
Unless otherwise agreed in writing, subscriptions renew automatically at the end of each billing period.
Customers may cancel renewal before the next billing cycle begins.
7. Cancellation
Customers may cancel their subscription at any time.
Cancellation prevents future renewals but does not automatically entitle the Customer to a refund.
Unless otherwise agreed, access to paid Services will continue until the end of the current billing period.
8. Refunds
Unless required by applicable law or expressly agreed in writing:
- Subscription fees are non-refundable.
- Setup and onboarding fees are non-refundable once work has commenced.
- Partial billing periods are not refunded.
9. Failed Payments
If payment cannot be successfully processed, we may:
- Retry the payment.
- Notify the Customer.
- Restrict access to certain Services.
- Suspend the subscription until payment is received.
Customers remain responsible for outstanding amounts.
10. Suspension and Reactivation
We may suspend Services for reasons including:
- Non-payment.
- Violation of our Terms of Service.
- Violation of our Acceptable Use Policy.
- Legal or security requirements.
Services may be restored after the issue has been resolved.
11. Pricing Changes
We may revise pricing from time to time.
Price changes will not affect an active billing period and, where applicable, reasonable notice will be provided before revised pricing takes effect.
12. Customer Responsibilities
Customers are responsible for:
- Maintaining accurate billing information.
- Keeping payment methods up to date.
- Paying applicable fees on time.
- Providing information reasonably required to deliver the Services.
13. Support
Email support is included with every paid plan at [email protected] during Monday to Friday, 10:00 AM to 6:00 PM IST, excluding public holidays in Chennai. Initial-response targets are Priority 1 - 4 business hours, Priority 2 - 1 business day, and Priority 3 - 2 business days. These are response targets, not resolution guarantees. No uptime SLA or service credits are included.
The response clock starts when a complete request reaches the support address during support hours. A request received outside support hours starts at the beginning of the next support window.
An initial response acknowledges the request, confirms or corrects its priority, identifies the owner, requests missing information, and states the next update time.
- Priority 1: The contracted production service is completely unavailable, or there is a confirmed security emergency affecting the contracted live service.
- Priority 2: A core contracted feature is materially degraded or repeatedly fails, but the service remains partly usable.
- Priority 3: A general question, configuration or catalogue request, or non-urgent defect that does not materially prevent production use.
A support request should identify the Customer and affected production URL, observed time, business impact, repeatable steps, and relevant device and browser details. Customers should not send passwords, secret keys, payment credentials, full payment-card data, or unnecessary personal data.
14. Maintenance, recovery, and exclusions
We provide at least 48 hours' notice where reasonably practicable for planned maintenance expected to materially affect access. Emergency maintenance may occur without advance notice.
We maintain documented backup, rollback, and recovery procedures. Recovery is prioritised according to impact, but the standard service includes no fixed resolution time, recovery-time objective, or recovery-point objective.
Service commitments do not cover issues caused by customer-controlled websites, applications, devices, cameras, browsers, networks, systems, content, credentials, unauthorised changes, unsupported configurations, third-party services outside our control, non-payment or unlawful use, force-majeure events, planned or emergency maintenance, demonstrations, evaluations, or beta features.
15. Contact
Questions regarding billing or subscriptions may be directed to:
RemARkablyAI Private Limited
+91 6380127967