Refund Policy

1. Introduction

This document outlines our comprehensive refund policy, designed to provide clear guidance on when and how refunds are processed for our services. Our policy is built on principles of fairness and transparency, while ensuring the sustainability of our business operations. We define service usage as any interaction with our platform, which includes but is not limited to uploading files, using AI features, engaging with chat functionality, generating summaries or analysis, and creating or modifying tags and keywords.

2. Refund Eligibility

Our refund policy operates within a strict 14-day window from the initial subscription purchase date. This period is designed to give users adequate time to evaluate our service before making a long-term commitment. However, it's crucial to understand that any service usage during this period immediately voids refund eligibility. We consider an account eligible for a refund only if it maintains good standing and has no recorded violations of our Terms of Service.

Technical issues that prevent service usage are handled separately. Such issues must be reported within 48 hours of occurrence and must be verifiable by our technical team. We do not consider issues arising from user-side configurations or environments as valid grounds for refunds. This distinction helps us maintain a fair and consistent approach to technical problem resolution.

3. Non-Refundable Scenarios

Several scenarios automatically disqualify a subscription from refund eligibility. Any interaction with our platform's core features constitutes service usage and voids refund eligibility. This includes uploading files (regardless of size or type), initiating AI interactions or chat sessions, creating organizational structures, or utilizing our API. We maintain this strict policy because these actions indicate that value has been derived from our service.

Account violations represent another category of non-refundable scenarios. We maintain a zero-tolerance policy for Terms of Service violations, system resource abuse, unauthorized access attempts, credential sharing, and usage limit violations. These restrictions are essential for maintaining service quality and security for all users.

4. Refund Process

The refund process begins with a formal request that must include specific information: the account email address, purchase date, transaction ID or invoice number, and a detailed explanation of the refund request. Additionally, users must confirm that no service usage has occurred. This documentation is crucial for processing refunds efficiently and maintaining accurate records.

Our refund processing follows a structured timeline to ensure thorough review and proper handling. Initial review takes 1-2 business days, followed by technical verification (if necessary) lasting 2-3 business days. We communicate final decisions within 5-7 business days, and approved refunds are processed within 3-5 business days. This timeline ensures proper evaluation while maintaining reasonable processing speeds.

5. Special Circumstances

Subscription changes require special consideration under our refund policy. Upgrades and downgrades are not eligible for refunds, as they represent intentional service modifications. When users change plans, a new 14-day refund period begins, but this applies only to the difference in payment, not the entire subscription amount. Account cancellations do not automatically trigger refunds; users must explicitly request refunds separately.

Enterprise accounts operate under different rules, as they are typically governed by custom contracts and Master Service Agreements (MSAs). These agreements take precedence over our standard refund policy, and enterprise customers should consult their account managers for specific guidance on refunds and service changes.

6. Legal Framework

This refund policy operates within and is governed by applicable laws and regulations. By using our service, users explicitly agree to be bound by these terms. We maintain the right to modify this policy as needed, request additional verification when processing refunds, and make final determinations on refund requests. Our decisions on edge cases are final and binding.

We emphasize transparency in our policy while maintaining necessary protections for our business operations. This balance ensures fair treatment for all users while preserving the integrity of our service. Users are encouraged to review this policy carefully before making a purchase and to contact our support team with any questions or concerns.