This is a draft prepared for review by a qualified lawyer before publication.
This policy explains how you pay for Replyvoo, how Voo Credits work, and when refunds are available. It forms part of our Terms of Service. Where this policy says something is non-refundable, that is always subject to any rights you have under laws that cannot be excluded.
1. Plans
Replyvoo offers the following plans:
- Spark: free, with limited features and conversations.
- Starter, Growth, Pro, Business, Titan and Black: paid plans with increasing numbers of included conversations, AI Closers, channels, team seats and features.
The current price, included conversations and limits for each plan are shown on our pricing page and at checkout. The details shown when you subscribe or renew are the ones that apply to that billing period.
Paid plans can be billed:
- monthly, renewing every month from the start date; or
- yearly, renewing every 12 months from the start date, usually at a discount compared with monthly billing.
2. What counts as a conversation
Your plan includes a number of conversations per billing period.
- A conversation is one chat with one customer within a 24-hour window, including up to 10 AI replies.
- If the same customer keeps chatting after 10 AI replies, or after the 24-hour window ends, a new conversation starts.
- Messages you or your team send manually from the inbox do not count as AI replies.
- Unused included conversations do not roll over to the next billing period, unless your plan says otherwise.
When you reach your included conversations, your AI Closers can keep working by using Voo Credits from your wallet. If you have no credits left, AI replies will pause until you add credits, upgrade, or your next period starts. Your inbox will still receive messages.
3. Voo Credits
Voo Credits are prepaid units held in your Replyvoo wallet. You can use them for:
- extra conversations beyond your plan;
- power-ups and add-ons, such as extra features, higher limits or premium AI options;
- other items we price in credits from time to time.
The credit cost of each item is shown in the app before you use it.
Important rules about credits:
- Prepaid. You must buy credits before you use them.
- Expiry. Credits expire 12 months after the date you bought them. When you use credits, we use the ones closest to expiry first.
- Non-transferable. Credits belong to the workspace that bought them. They cannot be sold, transferred, or moved to another account or workspace, except where we choose to allow a transfer between workspaces you own.
- No cash value. Credits are not money, a deposit, a stored-value product or e-money. They cannot be exchanged for cash, except where the law requires.
- Non-refundable. Credits are non-refundable once bought, except where the law requires or as described in section 8 below.
- Promotional and referral credits. Credits given free, through coupons, or as Voo Squad commission may have different expiry dates shown when you receive them. They have no cash value and are never refundable.
- Account closure. If your account is closed because you broke our Terms of Service or Acceptable Use Policy, any remaining credits are forfeited.
4. Payments
We accept payment through third-party processors, including:
- Paystack and Flutterwave, for cards, bank transfers and other local methods;
- a crypto payment processor for USDT.
Your payment is also subject to the processor's own terms. We do not store your full card details.
- Prices are shown in the currency displayed at checkout, for example Nigerian Naira (NGN) or US Dollars (USD).
- If you pay in a different currency, your bank or the processor may apply exchange rates and fees. We are not responsible for those.
- Prices may not include taxes such as VAT. Where we must charge tax, it will be shown at checkout.
- Crypto payments must be sent using the exact network, amount and address shown at checkout. Payments sent to the wrong address, on the wrong network, or in the wrong amount may be lost and cannot always be recovered or refunded. Crypto payments are generally final once confirmed on the blockchain.
5. Automatic renewal
Paid plans renew automatically at the end of each billing period, at the price then in effect, until you cancel.
- For card and other saved payment methods, we will charge your payment method on the renewal date.
- For payment methods that cannot be charged automatically, such as some bank transfers or crypto, we will send you a renewal invoice. If it is not paid, your workspace will move to the Spark plan or be paused.
- If a renewal payment fails, we may try again over several days. If it still fails, we may downgrade or pause your workspace.
We will give you notice before any price increase applies to your next renewal.
6. Upgrades, downgrades and cancellation
Upgrades take effect immediately. We will charge the difference for the rest of your current period, or start a new period, as shown at checkout.
Downgrades can be made at any time and take effect at the end of your current billing period. Until then you keep your current plan. If your usage on the new plan is above its limits (for example, too many AI Closers or team seats), you may need to remove some before the change takes effect.
Cancellation can be made at any time from your account settings. It takes effect at the end of your current billing period. You keep access to your paid features until then, after which your workspace moves to the Spark plan. Cancelling does not delete your data or your unexpired credits. To delete your account, see our Privacy Policy.
7. Coupons and promotions
- Coupons and promo codes apply only as described when issued, for example to a specific plan, billing period or first payment.
- Unless stated otherwise, a coupon can be used once per customer, cannot be combined with other offers, and has no cash value.
- Coupons may have an expiry date.
- We may cancel coupons, and reverse discounts or credits, obtained by fraud, abuse, multiple accounts or in breach of our terms.
- Discounts usually apply only to the period stated. After that, the normal price applies.
8. Refunds
Plan fees. You may request a full refund of a new paid plan fee, or a renewal fee, within 7 days of the payment, provided you have not used a substantial part of the plan's included conversations or features during that time. After 7 days, plan fees are non-refundable, except where the law requires.
Yearly plans. The same 7-day window applies. After 7 days, yearly plan fees are non-refundable and you keep access until the end of the year, except where the law requires otherwise.
Voo Credits. Credits are non-refundable once bought, except where the law requires.
When we will refund regardless of the above:
- you were charged twice or charged the wrong amount by mistake;
- you were charged after cancelling correctly before the renewal date;
- the Service was materially unavailable for a long period because of our fault, in which case we may give a partial refund or credit;
- we close your account without cause, in which case we refund the unused part of prepaid plan fees;
- a refund is required by consumer protection law that applies to you.
When we will not refund:
- you forgot to cancel before renewal and the 7-day window has passed;
- you did not use the Service or your credits;
- your account was suspended or closed for breaking our terms;
- a third-party platform such as Telegram restricted or banned your account or bot;
- you were unhappy with AI output that matched your own settings;
- you were charged for referral or promotional credits.
9. How to request a refund
Email [email protected] from the email address on your account and include:
- your workspace name;
- the payment date, amount and reference or transaction ID;
- the reason for your request.
We aim to respond within 5 business days. Approved refunds are made to the original payment method where possible. Depending on the processor and your bank, it may take 5 to 15 business days for the money to reach you. For crypto payments, refunds are made in USDT to a wallet address you confirm, less network fees, and at the USDT amount originally paid.
10. Chargebacks
If you think a charge is wrong, please contact us first so we can fix it quickly. If you file a chargeback or payment dispute without contacting us, we may pause your account while it is investigated. If the chargeback is found to be unjustified, we may recover the amount and any fees charged to us, and we may close the account.
11. Invoices and records
Invoices and receipts are available in your billing settings. If you need business details such as a company name, address or tax number on your invoices, add them before paying. We generally cannot reissue invoices for past periods.
12. Changes to this policy
We may update this policy from time to time. Changes do not affect payments made before the change, except where required by law. The "updated" date at the top shows when it was last changed.
13. Contact
Billing questions: [email protected] Legal notices: [email protected] Zedapex Limited, Lagos, Nigeria