Refund and Cancellation Policy

1. Subscriptions

You may cancel a subscription at any time, from the dashboard or by writing to us. Cancellation stops the next renewal.

Your character keeps running until the end of the period you have already paid for. We do not refund part of a period that has begun, and we do not refund unused instances within a plan.

Annual plans are billed at ten months for twelve months of service. Cancelling part way through an annual term ends the renewal but does not refund the remainder of that term.

2. Character production

Fifty per cent of the production fee is payable on commissioning. Once production has begun that half is non-refundable, because studio time has been committed to your character and cannot be recovered.

The balance falls due on delivery. If you cancel before production begins, the commissioning payment is refunded in full.

3. Service delivery

The platform is delivered digitally and access begins as soon as your account is activated, normally within one working day of payment.

Characters are delivered digitally into your account. Where on-site deployment is part of your order, we agree the date with you in writing. Standard production timelines are quoted at commissioning and typically run from two to six weeks depending on the tier ordered.

We do not ship physical goods. We do not sell hardware; where a display is required you buy it from a third party.

4. If something is wrong

If a character is delivered materially different from the approved brief, tell us within fourteen days of delivery and we will correct it at our cost. If we cannot, we will refund the production fee for that character.

If the service is unavailable for a prolonged period through our fault, write to us and we will credit the affected time against your next invoice. Where we offer service credits, they are your sole and exclusive remedy for unavailability.

Unavailability caused by something outside our reasonable control, including a cloud or provider outage, is covered by the force majeure section of our Terms and does not create a refund entitlement.

5. Failed payments

If a payment fails we retry and notify you. Repeated failure may lead to suspension after fourteen days and termination after thirty. Restoring a suspended account does not extend the paid period.

6. Chargebacks

If you believe a charge is wrong, contact us before raising a chargeback and we will investigate promptly. A chargeback raised without contacting us may lead to suspension while it is resolved, and we may recover the associated bank charges.

7. How refunds are paid

Approved refunds are made to the original payment method through our payment provider. They are usually credited within five to seven working days of approval, though the time taken by your bank or card issuer is outside our control.

Refunds are made in the currency of the original payment. Exchange-rate movement between payment and refund, and any bank or card network charges, are not reimbursed. Where GST was charged, the refund is processed net of applicable tax adjustments in accordance with law.

To request a cancellation or a refund, write to hello@character.xyz from the email address on the account, with the invoice number.

8. Contact

Charky Labs Pvt Ltd, 4 Thendral Nagar, Vilankurichi P.O., Coimbatore 641035, Tamil Nadu, India. Email hello@character.xyz. Telephone +91 72005 80713.