1. Introduction

At Dexwox Innovations Private Limited (“Dexcost,” “we,” “us,” or “our”), we want you to be fully satisfied with our Services. This Cancellation and Refunds Policy explains how you can cancel your subscription and request a refund, the conditions under which refunds are granted, and the process we follow to handle cancellation and refund requests.

By subscribing to our Services, you agree to the terms of this Cancellation and Refunds Policy, which forms part of our Terms of Service.

2. Cancellation Policy

2.1 Cancellation by You

You may cancel your Dexcost subscription at any time. Upon cancellation, you will continue to have access to the paid features of your subscription until the end of your current billing period. After that date, your account will be downgraded to the Free tier by default, and you will lose access to premium features, historical data beyond the Free tier retention limit, and priority support.

If you prefer to fully close your account and delete all data, you may request full account deletion by emailing billing@dexcost.io with the subject line “Account Deletion Request.” Account deletion is subject to the data retention obligations in our Privacy Policy.

2.2 Methods of Cancellation

We offer two convenient methods for cancellation:

Self-Service Cancellation: You can cancel your subscription directly through your Dexcost account dashboard. Navigate to Settings > Billing > Cancel Subscription. Your cancellation will take effect at the end of the current billing cycle. You will receive a confirmation email once the cancellation is processed.

Email Cancellation: Alternatively, you may cancel your subscription by sending an email to billing@dexcost.io from the email address associated with your account. Please include “Subscription Cancellation Request” in the subject line and provide your account ID or registered email address in the body of the email. Cancellations are effective from the date the email is received (timestamped at our server), not the date our team processes the request. Our billing team will send you a confirmation within 2 business days.

2.3 Cancellation by Us

We reserve the right to suspend or terminate your subscription if you violate our Terms of Service, including our Acceptable Use Policy. In such cases, cancellation will be effective immediately, and you may not be eligible for a refund.

2.4 Effect of Cancellation

Upon cancellation:

Your subscription will not renew at the end of the current billing period.
You will retain access to paid features until the end of the current billing period.
Your data will be retained in accordance with the retention period of your subscription tier at the time of cancellation.
You may export your data within 30 days of cancellation through the dashboard or by emailing billing@dexcost.io.
After the retention period expires, your data may be permanently deleted.
You may reactivate your subscription at any time by upgrading from the Free tier.

3. Refund Policy

3.1 Eligibility for Refunds

We offer refunds under the following circumstances:

14-Day Money-Back Guarantee: If you are not satisfied with our Services, you may request a full refund within 14 days of your initial subscription purchase or upgrade to a paid plan. This 14-day window applies to first-time subscribers and customers upgrading from the Free tier to a paid tier for the first time.

Service Unavailability: If the Dexcost Control Layer or dashboard is completely unavailable for a continuous period exceeding 72 hours due to issues within our control (excluding scheduled maintenance, force majeure events, or issues caused by third-party providers including AWS, Razorpay, or ClickHouse), you may be eligible for a pro-rata refund for the period of unavailability. Service degradation, partial feature unavailability, or SDK ingestion delays do not qualify under this clause.

Billing Errors: If you were incorrectly charged due to a system error, duplicate billing, or any mistake on our part, we will promptly issue a refund for the incorrect amount.

3.2 Non-Refundable Circumstances

Refunds will NOT be granted in the following situations:

Requests made after the 14-day money-back guarantee period has expired.
Requests related to dissatisfaction with features that were clearly described in our documentation and pricing page prior to purchase.
Partial-month refunds for cancellations made after the 14-day period.

Future paid add-ons, third-party integrations, or professional services may be subject to separate refund terms specified at the time of purchase.

3.3 Refund Process

All refunds are processed through Razorpay, our authorised payment gateway. To request a refund, please contact us at billing@dexcost.io with the following information:

Your registered email address and account ID
The date of the charge you are disputing
The reason for your refund request
Any supporting documentation (e.g., screenshots of errors, service outage reports)

We will review your request within 5 business days and notify you of our decision via email. If approved, the refund will be processed to your original payment method within 10 to 14 business days, depending on your bank or card issuer’s processing times.

3.4 Refund Method

Refunds will be issued to the original payment method used for the purchase. If the original payment method is no longer available (e.g., expired credit card, closed bank account), we will work with you to arrange an alternative refund method, which may include bank transfer or Razorpay refund to an alternate account.

3.5 Currency and Fees

All refunds are processed in the original currency of the transaction (United States Dollars or Indian Rupees, depending on your billing address). We do not charge any processing fees for approved refunds. However, your bank or payment provider may deduct foreign exchange conversion fees or transaction fees, which are outside of our control.

4. Downgrades and Plan Changes

If you downgrade from a higher-tier plan to a lower-tier plan, the downgrade will take effect at the start of your next billing cycle. We do not issue partial refunds for downgrades mid-cycle. If you downgrade within the 14-day money-back guarantee period, you may request a full refund instead.

If you upgrade to a higher-tier plan, the upgrade takes effect immediately, and you will be charged the prorated difference for the remainder of the current billing cycle. Upgrade charges are non-refundable.

5. Chargebacks and Payment Disputes

Before initiating a chargeback or payment dispute with your bank or card issuer, we strongly encourage you to contact us at billing@dexcost.io to resolve the issue directly. Chargebacks can result in additional fees and may lead to suspension of your account.

If we receive a chargeback notification, we will attempt to contact you to understand the dispute and resolve it amicably. If the chargeback is found to be invalid or fraudulent, we reserve the right to suspend your account and pursue recovery of the disputed amount plus any associated fees.

6. Promotional and Trial Subscriptions

Subscriptions obtained through promotional offers, referral credits, or trial periods may be subject to additional terms and conditions specified at the time of the offer. Unless otherwise stated, the 14-day money-back guarantee does not apply to promotional or trial subscriptions that convert to paid plans.

7. Changes to This Policy

We may update this Cancellation and Refunds Policy from time to time. We will notify you of material changes via email or through a notice on our website at least 30 days before the changes take effect. Your continued use of our Services after the effective date constitutes your acceptance of the revised policy.

8. Contact Us

For questions about cancellation, refunds, or billing, please contact our billing team:

Email: billing@dexcost.io
Phone: +91 9342206490

Registered office:
Dexwox Innovations Private Limited
No. 8C, Senthooran Colony, 1st Street,
Madipakkam, Chennai – 600091,
Tamil Nadu, India

CIN: U62013TN2023PTC158981
GSTIN: 33AAJCD8941P1Z0

This Cancellation and Refunds Policy is effective as of 13 May 2026.