Effective date: 25 July 2026
Last updated: 30 July 2026
This Refund and Cancellation Policy explains how subscription cancellations and refunds are handled by Agentra Technologies (Private) Limited, trading as Agentra (“Agentra”, “we”, “us” or “our”).
This Policy applies to paid Agentra subscriptions purchased through agentraa.com, app.agentraa.com or a related Agentra workspace.
When you purchase a paid Agentra subscription, payment is processed by Paddle.com Market Limited (“Paddle”) as Merchant of Record. Agentra does not store full payment-card details. Billing, invoices and refund payouts for those purchases are handled by Paddle under Paddle’s Buyer Terms together with this Policy.
This Policy should be read together with our Terms & Conditions, Privacy Policy and Paddle’s Refund Policy.
1. What Agentra sells
Agentra is a software-as-a-service (SaaS) platform for ecommerce customer support. Paid plans provide access to our software, including AI assistance and helpdesk features. Agentra does not sell consulting retainers, staffing services or other human-delivered professional services through Paddle. Any human replies in a workspace are handled by the customer’s own team using the software.
2. Free Trial
Agentra may offer a free trial so that you can explore the platform before purchasing a subscription.
No payment is required to begin a free trial unless clearly stated otherwise before you register. If no payment method is collected, your trial will not automatically become a paid subscription.
When the free trial ends, access to some or all paid features may be suspended unless you choose to purchase a subscription.
3. Paid Subscriptions
Agentra may offer monthly and yearly billing options for paid subscriptions.
The subscription price, billing period, applicable taxes and renewal terms will be displayed before you complete a purchase through Paddle checkout.
By purchasing a subscription, you authorise Paddle, as Merchant of Record, to charge the displayed amount using your selected payment method.
Unless otherwise stated at checkout, paid subscriptions automatically renew at the end of each billing period until cancelled.
4. Thirty-Day Money-Back Guarantee
We offer an unconditional 30-day money-back guarantee on paid Agentra subscription transactions.
If you are not satisfied with Agentra for any reason, contact us at hello@agentraa.com within 30 calendar days of the transaction date and we will provide a full refund. No explanation is required.
You may also request a refund through Paddle using the receipt or subscription management links provided after purchase, or via paddle.net.
5. How to Cancel a Subscription
You may cancel a paid subscription at any time through the billing or account settings available inside Agentra.
If self-service cancellation is unavailable, contact us at hello@agentraa.com using the email address connected to your account.
Please include:
- Your full name;
- Your business or workspace name;
- The email address connected to your Agentra account; and
- Any relevant subscription or payment reference.
Cancelling stops future renewals. You may continue using paid features until the end of your current billing period unless a refund is issued and access ends earlier.
Deleting a workspace, disconnecting an integration or stopping use of Agentra does not automatically cancel a paid subscription. You must cancel through the available billing settings or contact us directly.
6. Renewals
Renewal transactions are covered by the same unconditional 30-day money-back guarantee. You may also cancel at any time to prevent future renewals.
7. Duplicate or Incorrect Charges
If you were charged more than once, charged an incorrect amount, or charged after a confirmed cancellation, contact us immediately at hello@agentraa.com or contact Paddle. Confirmed billing errors will be refunded to the original payment method through Paddle.
8. How to Request a Refund
To request a refund under the 30-day money-back guarantee, email hello@agentraa.com with the subject line “Refund Request”, or contact Paddle through your receipt / subscription management links or at paddle.net.
Please include:
- Your full name;
- Your business or workspace name;
- The email address associated with your Agentra account;
- The payment date and amount; and
- The transaction, invoice or subscription reference, if available.
Do not send full payment-card numbers, passwords or security codes by email.
9. Refund Processing
We aim to acknowledge refund requests within five business days.
Approved refunds for Paddle-processed purchases are submitted through Paddle to the original payment method. Timing for the refund to appear depends on Paddle, your bank, card issuer and country.
When a full refund is issued, access to paid Agentra features may end.
10. Chargebacks and Payment Disputes
If you do not recognise a payment or believe a charge is incorrect, contact us or Paddle before filing a chargeback so that we can investigate and resolve the issue.
If a chargeback or payment dispute is opened, the related workspace may be suspended while the dispute is reviewed.
11. Statutory Rights
Nothing in this Policy excludes, restricts or replaces any refund, cancellation or withdrawal right that cannot legally be excluded under the laws applicable to you.
Where applicable law or Paddle’s Refund Policy gives you a more favourable mandatory right than this Policy, that right will apply.
12. Changes to This Policy
We may update this Refund and Cancellation Policy when our subscriptions, billing systems, payment providers or legal obligations change.
When we update the Policy, we will change the “Last updated” date at the beginning of the page.
13. Contact Us
If you have questions about cancellations, refunds or subscription billing, contact:
Agentra Technologies (Private) Limited
Trading as Agentra
Company registration number: 0311311
Website: https://agentraa.com
Platform: https://app.agentraa.com
Email: hello@agentraa.com
Paddle buyer support: https://paddle.net