1. Payment methods and terms
1.1. Payment is made by bank transfer to the Provider's account against an issued invoice, unless the Order provides for another method.
1.2. The settlement currency is tenge (KZT). For settlements in another currency, the rate and conversion procedure are fixed in the Order.
1.3. Invoices are payable within 5 business days of issue, unless the invoice states otherwise.
1.4. Services are provided on a prepayment basis. Access is activated once funds are received.
1.5. Sending bank fees are borne by the Customer.
2. Closing documents
2.1. The service acceptance act and, where applicable, the electronic invoice are issued within 5 business days after the end of the reporting period.
2.2. Documents are sent by e-mail or through the electronic document management system agreed by the parties.
2.3. If the Customer raises no reasoned objections within 5 business days of receiving the act, the services are deemed accepted in full.
3. Refund conditions
| Situation | Outcome |
|---|---|
| Erroneous or duplicate payment | Full refund or credit against future periods, at the Customer's choice |
| Service never started due to the Provider's fault | Full refund of the amount paid |
| Early termination initiated by the Customer | Refund for unused Dialogues/period less the Provider's actually incurred costs |
| Provider's failure to meet SLA targets | Compensation as service credits under the SLA |
| Termination due to the Customer's breach of the AUP | No refund |
| Consumed Dialogues and delivered integration work | Non-refundable |
Integration, configuration and training services are charged separately and are deemed delivered upon completion of the work; refunds are possible only for the part not actually performed.
4. Requesting a refund
4.1. Send the request to alibek.abdekov2110@gmail.com, stating the Customer's name, agreement and invoice details, the amount, the grounds and the bank details for the transfer.
4.2. The Provider reviews the request within 10 business days and communicates the decision.
4.3. Refunds are made within 15 business days of agreeing the amount, using the original payment method unless the parties agree otherwise.
4.4. Refunds are made only to an account belonging to the Customer. Transfers to third parties are not allowed.
5. Disputed charges and late payment
5.1. Disputed amounts must be challenged within 30 calendar days of the invoice date; the undisputed part remains payable on time.
5.2. If payment is more than 10 business days overdue, the Provider may suspend access to the Service after notifying the Customer.
5.3. Late payment interest accrues at the rate set by the Service Rules or the Order.
6. Price changes
6.1. Prices for new billing periods may change through the indexation procedure set out in the Tariffs.
6.2. The Provider gives at least 30 calendar days' notice of price changes. Periods already paid and Dialogue Packages already purchased are not recalculated.