This policy explains how refunds and cancellations work on avaTOK — our messaging, audio and video calling, live video calling, marketplace, and live consultancy services. It sits alongside our Terms of Service, Tokens & Wallet policy, and Pricing & Fees page.
1. Who you are dealing with
avaTOK is operated by two companies, and which one you contract with depends on where you are:
- Ava Global International Pvt Ltd, Mumbai, India — contracts with and serves customers in India, and handles India transactions and payouts under Indian law and GST.
- Ava Global International, Inc., Delaware, USA — contracts with and serves international (non-India) customers, and handles international transactions and payouts.
Your location at the time of the transaction determines which entity is responsible for it. If you are unsure which applies to you, email support@avatok.ai.
2. Tokens are generally non-refundable — but unused ones can be withdrawn
When you top up, your payment is converted into tokens inside the app at a fixed rate of 1 token = 1 US cent (US$0.01). Tokens are the in-app unit used to pay for AI features and services.
Once purchased or converted, tokens are non-refundable — except where a refund is required by applicable law, or by the billing policy of the app store you bought through (Google Play or Apple). Nothing in this policy limits rights you have that cannot be waived under consumer law where you live.
That is about reversing a completed top-up. It does not mean your money is stuck: tokens you have not spent can be withdrawn, subject to verification and to any transfer fee and tax shown before you confirm. See section 5 and Payouts & Withdrawals.
3. Purchases made through an app store
If you bought a top-up or subscription inside the Android or iOS app, the payment was taken by the app store, not by us. Refunds for those purchases are handled by the store under its own policy and timelines:
- Google Play — request a refund through your Google Play order history or Google Play support.
- Apple — request a refund through Apple's "Report a Problem" process or Apple Support.
We cannot reverse a store charge on your behalf. If the store approves a refund, we may reverse the corresponding tokens from your balance. If those tokens have already been spent, your balance may go to zero and your account may be restricted until the position is corrected.
4. Cancelling a subscription vs consuming tokens
These are two different things:
- Cancelling a recurring plan stops future charges. Cancel it wherever you set it up — usually the app store's subscriptions screen. Cancelling generally does not refund a period you have already paid for, and access normally continues until the end of the current period.
- Spending tokens is immediate and is treated as consumption of the service. A token spent on an AI feature, a marketplace purchase, or a consultation is used up at that point.
Cancelling a plan does not by itself remove tokens already in your balance.
5. Unused vs consumed tokens
Consumed tokens — tokens already spent on a delivered feature or service — are not refundable, except where required by law.
Unused tokens — tokens still sitting in your balance — may be withdrawn rather than refunded. They convert back at the same fixed rate they were bought at, 1 token = US$0.01, subject to verification, the transfer fee shown at the time of withdrawal, and any tax that applies (including Indian GST where it is due). See Payouts & Withdrawals.
6. Marketplace purchases and consultations
The marketplace and live consultancy connect you with other users who provide digital services. We may apply the following where a booking or order goes wrong:
Cancellations
A booking cancelled before the agreed start time may be eligible for a return of tokens to your balance, subject to the cancellation terms shown on the listing at the time of booking and to our review.
No-shows
If the provider does not attend a booked session, you may raise it with us and we may return the tokens to your balance. If the customer does not attend, the session may be treated as delivered and the tokens as consumed.
Failure to deliver
If a provider does not deliver what the listing described, tell us at support@avatok.ai. We may review the order, withhold or reverse the provider's earnings, and return tokens to your balance where we consider it appropriate. We are not the provider of the underlying service and do not guarantee any particular outcome.
Any resolution we make is normally in tokens returned to your balance, not a payment back to your card or bank.
7. Chargebacks
If you believe a charge is wrong, please contact us first — a chargeback is slower for everyone and may restrict your account while it is open. Where a chargeback or payment reversal is raised against your account, we may suspend the account, freeze the token balance, and reverse tokens linked to the disputed payment. We may decline further top-ups from a payment method with an unresolved dispute.
8. Fraud and abuse
We may refuse, reverse, or hold a refund where we reasonably suspect fraud, abuse of promotional credit, or a breach of our Terms of Service.
9. How to raise a billing issue
Email support@avatok.ai from the address on your account and include:
- your avaTOK handle or registered email;
- the date and amount of the charge, and the currency (INR or USD);
- whether you paid through Google Play, Apple, or another method;
- the order, booking, or transaction reference if you have one;
- a short description of what went wrong.
We will look into it and respond. We cannot promise a specific turnaround, and any refund we do make is returned by the same method and to the same entity that took the payment where possible.
10. Changes to this policy
We may update this policy from time to time. We will post the updated version here and revise the "Last updated" date above.
11. Contact
Billing and payout questions: support@avatok.ai. General enquiries: hello@avatok.ai. Privacy questions: privacy@avatok.ai. See also our Terms of Service and Privacy Policy.