Cancellation & Refund Policy

Workspace administrators may cancel an active recurring subscription at any time directly through the dashboard under Settings → Billing. There are no cancellation penalties, early termination fees, or phone call requirements to cancel.

Upon initiating cancellation, your subscription remains active with full access to AI voice agents, telephony numbers, CRM contacts, and RAG knowledge bases through the conclusion of your current prepaid billing term (monthly or annual).

At the end of your prepaid period, your subscription will not renew, and no further automatic recurring charges will be placed on your payment method.

Elamora is primarily a commercial business-to-business (B2B) software service. However, to the extent that you contract as an individual consumer protected under statutory consumer legislation (such as the European Union Consumer Rights Directive 2011/83/EU or the UK Consumer Contracts Regulations):

• You have the statutory right to withdraw from your initial subscription agreement within fourteen (14) calendar days of initial purchase without stating a reason.
• If you expressly requested and authorized immediate commencement of digital services during checkout, you acknowledge that any refund will be subject to a proportionate deduction reflecting the digital services, compute capacity, and telephony minutes consumed prior to communicating your withdrawal.

Because Elamora provisions dedicated telecommunications numbers, computational GPU inference, and database vector storage immediately upon billing, recurring subscription payments are non-refundable once the billing period has commenced, except in the following limited circumstances:

• Verifiable Platform Outages: Documented, unscheduled platform downtime exceeding forty-eight (48) consecutive hours that directly prevents primary telephony routing or conversational agent execution.
• Billing Processing Errors: Inadvertent double billing, incorrect tier billing, or mathematical discrepancies caused by payment gateway gateway processing errors.
• Annual Subscription Renewals: If your annual subscription renews automatically, you may request a full refund of the renewal fee by contacting billing within seven (7) calendar days of the renewal transaction date.

Purchases of prepaid telephony minute bundles, carrier number reservations, and AI response top-up packs are non-refundable once provisioned into your workspace account balance.

Unused telephony minutes and AI reply credits remain available in your workspace until fully depleted or until the account is terminated. Unused credits are non-transferable between separate tenant organizations.

Workspace administrators can adjust subscription tiers at any time:

• Upgrades: When upgrading to a higher tier, additional features and higher telephony limits are unlocked immediately. Your billing profile is charged a prorated amount for the remainder of the current billing cycle.
• Downgrades: When switching to a lower tier, the change takes effect at the beginning of the subsequent billing cycle. You maintain access to your existing higher-tier limits until the current billing cycle expires.

We encourage customers to contact our billing team at billing@elamora.cloud to address any billing questions or invoice discrepancies prior to initiating a bank chargeback or dispute.

If an unwarranted or fraudulent dispute is filed, Elamora reserves the right to temporarily place the affected workspace in a read-only suspension while the dispute is investigated and resolved with our payment processor.

Following the expiration of a cancelled subscription:

• Your workspace data (including CRM contact records, conversation transcripts, audio logs, and pgvector embeddings) is preserved in a secure, dormant state for a thirty (30) calendar day grace window.
• During this 30-day window, you may reactivate your account without loss of configured agents or customer records, or request an administrative export of your CRM data.
• After thirty (30) calendar days of non-renewal, all workspace records, vector embeddings, and telephony configurations are queued for permanent and irreversible purging from our active databases in accordance with our data governance standards.

For organizations operating under a negotiated Master Services Agreement (MSA), custom Service Level Agreement (SLA), or dedicated Order Form, the cancellation, refund, and payment terms specified within that executed agreement supersede the standard self-service provisions outlined in this policy.