Refund and Cancellation Policy

BELLI AI PTE. LTD. sells cargo management software to businesses: airlines, ground handlers and their partners. We don’t sell to consumers and we don’t sell cargo space. Two kinds of payment pass through Belli:

• Software fees that our customers pay us under a signed agreement or order form.
• Prepaid balance top-ups that an airline’s agents make in that airline’s booking portal, processed by a payment provider such as Xendit. The balance is then used for that airline’s bookings and charges.

This policy applies together with our Terms of Service. Where a signed agreement says something different, the agreement wins.

Cancelling a subscription, an implementation or any other service follows the notice period and terms in the customer’s agreement. Fees already paid are not refundable unless the agreement says so, or unless we have charged in error, in which case we refund or credit the difference.

Duplicate, failed or wrong payments

If a top-up was charged twice, was taken but not added to the balance, or was for the wrong amount, we check it with the payment provider and the airline. Once confirmed, we either add the missing amount to the balance or refund it to the original payment method, as the agent prefers.

Unused balance

A balance is credit with the airline, used for that airline’s bookings and charges. To withdraw an unused balance, for example when an agent stops working with the airline, the agent should ask the airline. Belli processes the refund once the airline approves it.

Charges against the balance

When a booking is cancelled or changed, whether any of its charge goes back to the balance is decided by the airline’s own rates and conditions of carriage, not by Belli. Any amount the airline returns is credited back to the balance.

Cargo bookings are contracts between the agent or shipper and the airline. Belli provides the software only. How and when a booking can be cancelled, and any cancellation fee, follow the airline’s conditions. Please contact the airline about a booking.

Write to info@belli.ai with:

• your company name and the airline you work with;
• the payment reference, date and amount;
• what went wrong and whether you would like a refund or a credit to your balance.

We reply within 5 business days. Refunds go back to the original payment method. How long the money then takes to arrive depends on the payment provider and your bank.

When this policy changes, the date at the top changes with it.