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REFUND POLICY

(current version as of October 2, 2025)

1. General Provisions

This page defines the procedure for refunding funds to Users in cases of contract termination, disagreement with new service tariffs or with the updated version of the BSG Service Terms or the Voice Bot Service Terms (hereinafter — the Terms), as well as in cases provided for by the legislation of Ukraine.

2. Refunds in Case of Contract Termination or Disagreement with Tariffs / Terms

2.1. In the event of: the User’s disagreement with new service tariffs; disagreement with a new version of the Terms; or termination of the Contract and discontinuation of the Services by the User — the User has the right, within 10 (ten) business days from the occurrence of such circumstances, to submit a written request to the Company for a refund of unused (unrendered) Services.

2.2. The Company undertakes to process the refund within 10 (ten) business days from the date the User’s request is received.

2.3. Refunds are made exclusively to the same bank or payment account details that were used to top up the User’s Electronic Account in the Personal Dashboard.

2.4. Refunds are possible only if the User has no outstanding debt to the Company.

2.5. Refunds are processed in the same currency as the balance of the User’s Electronic Account.

2.6. The User is also entitled to a refund in cases provided by these Terms, even without contract termination.

3. Inactive Users

3.1. The Company reserves the right to deduct the entire remaining balance from the Electronic Account of an inactive User.

3.2. An “inactive User” means a User who has not used the Services and/or has not topped up their Electronic Account balance within the last 3 (three) calendar months.

3.3. Before deducting funds, the Company will send the User a request to provide bank details for refunding any unused funds. This request is sent to the email address used for login to the Personal Dashboard.

3.4. If the User fails to provide the required details within 14 (fourteen) calendar days from receiving the request, the Company will deduct the funds from the User’s Electronic Account, and the Personal Dashboard will become inactive.

3.5. From this moment, the Contract is considered terminated, and the Company bears no further obligations to the User.

4. Refund Limitations

4.1. Refunds after the circumstances described in Clause 3.4 occur are not allowed, except in cases explicitly provided by the legislation of Ukraine.

4.2. The User confirms and agrees that refunds for services already rendered are not provided.