This Refund Policy explains how refunds work for SuperOwl's prepaid credits and paid features across the SuperOwl app, SuperOwl Widget, and SuperOwl Discover. It should be read together with our Terms of Service.
1. Overview
SuperOwl is a prepaid, pay-as-you-go service. Because credits are consumed as your AI assistant handles calls and chats, most usage is non-refundable once delivered. We do, however, want billing to be fair — so this policy sets out the situations where a refund or credit adjustment is available.
2. How prepaid credits work
You add credits to your account in packs. Credits are then deducted based on usage — for example, per-minute charges for AI-handled calls and website chats, and per-use charges for optional features such as human transfer, whisper coaching, owner takeover, and call recording. You can review your balance and usage history at any time in the app.
3. Credit validity
Purchased credits are valid for the period stated at the time of purchase (for example, from the date of your most recent recharge). A recharge may extend the validity of your remaining balance, as described on the Pricing page. Expired credits are not refundable but can typically be reactivated by recharging, unless stated otherwise.
4. When you can request a refund
You may request a refund of the affected amount if:
- Duplicate or accidental purchase: you were charged more than once for the same pack, or bought credits in error and haven't used them.
- Billing error: you were charged an incorrect amount, or credits were deducted for calls or chats you can show were not handled by SuperOwl.
- Sustained service failure: a verified technical fault on our side prevented the Service from working for a meaningful period, and support could not resolve it.
- Unused balance, at our discretion: for a recently purchased, wholly unused credit pack, we may refund the unused portion where required by law or as a goodwill gesture.
5. What isn't refundable
- Credits already consumed by calls, chats, or paid features that were delivered as described.
- Charges arising from your own configuration — for example, forwarding set-up, incorrect business information, or features you enabled.
- Expired credits, except where reactivation applies or the law requires otherwise.
- Third-party charges (such as your mobile carrier or payment provider fees).
6. How to request a refund
Email contact@superowl.in from the address on your account, within 7 days of the charge, including your registered business name, the transaction reference, and a short description of the issue. Our support team may ask for additional details to verify the request.
7. Processing & timelines
We aim to review refund requests within 5 business days. Approved refunds are issued to the original payment method; depending on your bank or payment provider, it may take a further 5–10 business days for the amount to appear. Where a refund isn't possible, we may instead offer an equivalent credit adjustment.
8. Failed & duplicate payments
If a payment fails but you were charged, or you were billed twice for one purchase, contact us with the transaction reference and we will reconcile or refund the extra charge. You will not be charged for credits that were never added to your balance.
9. Chargebacks
If you believe a charge is incorrect, please contact us first — most issues are resolved quickly. Initiating a chargeback without contacting us may lead to a temporary suspension of your account while the dispute is investigated.
10. Changes to this policy
We may update this Refund Policy from time to time. Material changes will be communicated through the app or by email, and the "Last updated" date above will reflect the most recent revision.
11. Contact
Refund questions can be sent to contact@superowl.in.