Refund Policy

1. What you pay for

Autern sells credits. Credits are consumed at the moment of use, whether for generating a personalised email or revealing a lead's contact details from our database. The Free plan (20 credits) costs nothing. The Pro plan costs Rs 499 for 500 credits. Used credits are not refundable, regardless of whether the generated email was sent or the revealed contact was contacted.

2. Consumed credits are not refundable

Once a credit is used to generate an email or reveal a contact, the value has been delivered. Used credits cannot be refunded. This applies to emails you generated and then chose not to send.

3. The results guarantee (Pro plan only)

If you run a qualifying campaign on the Pro plan and receive zero warm replies, we will refund you in full. All of the following must be true:

• You completed a Done-With-You lead list session with the Autern team, which included a review of your target lead list, before sending.
• You sent at least 250 personalised emails generated by Autern. All 250 recipients must be unique email addresses. Sending to the same address more than once, whether within one campaign or across multiple, counts as one recipient.
• All 250 contacts must have been sourced exclusively from Autern's lead database. Contacts imported manually or from any external source are not eligible.
• Every contact in the campaign must have a reachability score of 70 or above as recorded in Autern's database. Campaigns where any contact has a reachability score below 70 are not covered under this guarantee.
• All emails were sent through a Gmail account connected to Autern (not sent manually). Autern's internal send logs are the sole source of truth for verifying sends. If an email does not show status "sent" in Autern's system, it is not considered sent for the purposes of this guarantee, regardless of any claim of a technical issue.
• All 250 emails must have been sent within a 60-day window.
• Bounced emails, as determined by Autern's system, are not counted toward the 250 minimum.
• At least 7 calendar days have passed since your last sent email.
• Your claim is submitted within 30 calendar days of your last sent email.
• Your Autern profile (CV, name, college, course, year) was complete and true at the time of sending.
• You have not previously claimed a refund on this Pro plan purchase.

A warm reply is a reply that expresses active interest, requests more information, or invites a next step such as a call or an application. Out-of-office messages, auto-replies, polite declines, deferrals to a future date, redirects to a job portal, and requests to stop emailing do not count as warm replies.

This guarantee does not apply to campaigns where any contact works in the following industries, regardless of reachability score: Government and Public Sector (including Government Administration, Military, Public Policy, Public Safety, Political Organizations), Mining and Extractives (including Mining and Metals, Oil and Energy, Utilities), Traditional Manufacturing (including Chemicals, Plastics, Paper and Forest Products, Glass and Ceramics, Textiles, Packaging), Agriculture (including Farming and Dairy), Defense and Aerospace, and Non-profit and Civic institutions (including Religious Institutions, Libraries, Museums, Think Tanks, Fund-Raising organizations).

4. What is not covered

• Free plan credits (no payment is involved).
• Campaigns where fewer than 250 emails were sent and confirmed as delivered in Autern's system.
• Campaigns where any contact was sourced outside Autern's lead database, including manually imported contacts.
• Campaigns where any contact has a reachability score below 70.
• Campaigns where any contact works in an excluded industry as listed in Section 3.
• Campaigns where all 250 emails were not sent within a 60-day window.
• Recipients that are not unique. Duplicate sends to the same email address do not count toward the 250 minimum.
• Campaigns started without completing the Done-With-You lead list session, including a review of the target lead list.
• Emails sent manually outside the Autern platform. Only emails with a confirmed "sent" status in Autern's system count toward the minimum. Emails generated on Autern but sent through any other method are not counted.
• Claims submitted after 30 calendar days from the date of your last sent email.
• Employment outcomes such as not receiving an offer, interview, or callback. We write emails. We do not guarantee employment results.

5. Technical errors

If a credit is deducted but an email fails to generate due to a system error on our side, the credit is automatically returned to your account within a few minutes. If you notice a credit deducted with no email generated and it has not been returned within 10 minutes, email us and we will restore it manually.

6. How to request a refund

Email support.autern@gmail.com with the subject line "Refund request". Include your registered email address, your campaign name, the date of your last sent email, and a brief description of what happened. We respond within 2 business days. If your claim qualifies, the refund is issued to your original payment method within 5 business days.

7. Contact

For any questions about this policy, email support.autern@gmail.com.