Refund Policy

Thank you for your purchase. We hope you are happy with it. This Refund Policy explains when a refund may be considered, how to request one, and how long it takes. It forms part of our Terms & Conditions and applies to all plans, credits and subscriptions purchased from Vitra.ai (Apex Future Labs Pvt Ltd), unless a signed enterprise agreement or order form says otherwise.

Because the Services deliver AI processing that consumes real compute the moment you use them, refunds are assessed against how much of your plan you have already consumed.

A refund will only be considered where both of the following apply:

• Usage threshold. You have used less than 10% of the credits allocated to that plan for the billing period in question, measured when we review the request. The percentage is the number of credits consumed divided by the credits allocated for that billing period. If consumption is at or above 10%, the plan is treated as used and no discretionary refund is available.
• Valid and documented reason. You provide a genuine reason supported by enough information for us to assess it. Examples include a continuing technical failure that materially prevents use after a reasonable support opportunity, a material mismatch between the purchased plan and what was supplied, or another exceptional circumstance we validate. Forgetting to cancel, no longer needing the Services, or dissatisfaction with the ordinary variability of AI output is not, by itself, a valid reason.

Requests should be raised within fifteen (15) days of the charge date. Requests raised after that period are unlikely to be considered. Nothing in this eligibility test limits a refund, correction or other remedy that applicable law requires.

Email contact@vitra.ai from the address registered on your account, and include:

• your account email and the organisation name on the account;
• the plan purchased, the amount charged and the date of charge;
• the invoice or transaction reference; and
• the reason for cancellation.

After receiving your request we will review the state and condition of the account, including credit consumption for the billing period, and decide the next course of action in line with the eligibility criteria in Section 2.

Where a refund is approved, we usually initiate it within thirty (30) days after approval. The time it then takes for the funds to appear depends on your bank, card issuer or payment provider. We will notify you by email once the refund has been initiated.

Refunds are made to the original payment method in the original currency. Taxes, foreign exchange differences and payment-provider fees are handled as required by law and according to amounts actually recoverable from the relevant authority or provider.

If we verify a duplicate charge, we will cancel the duplicate plan and refund the duplicate charge to the original payment method. At your express request, we may instead apply the duplicate credits to your current billing cycle. If we verify an unauthorised charge, we will refund it and may secure or suspend the affected account. If you were charged for the wrong plan or amount, we will place the account on the correct plan and refund or collect the resulting difference, as appropriate.

• Unlimited and lifetime plans. Refunds are not processed for unlimited or lifetime plans, irrespective of usage, regardless of when the plan was activated. These plans are purchased on the basis that you have already evaluated the product. This does not exclude a remedy required by law or a verified duplicate, unauthorised or incorrect charge.
• Consumed credits. Credits that have been consumed, and any plan where consumption is at or above 10% of the allocation for the period.
• Expired credits. Credits that have expired at the end of a billing cycle. Credits have no cash value and are not redeemable for money.
• Accounts terminated for breach. Where an account is suspended or terminated for breach of the Terms & Conditions or the Acceptable Use Policy, no refund is due and unused credits are forfeited.
• Elapsed subscription periods. Partial or unused portions of a billing period after you cancel. This does not affect the pro-rata refund we give where we terminate a paid subscription for our own convenience, as set out in our Terms & Conditions.
• Add-ons and services. Professional services, managed services, proofreading by human linguists, onboarding and custom development already delivered or in progress.
• Third-party costs. Charges you incur directly with third-party providers, including where you use your own API keys or your own storage.
• Dissatisfaction with AI output. Outputs from generative AI vary and may be inaccurate. As set out in the Terms & Conditions, this is an inherent characteristic of the Services and is not, by itself, grounds for a refund.

Subscriptions renew automatically until cancelled. You can cancel at any time from your account settings or by writing to contact@vitra.ai. Cancellation stops future renewals: it tells us not to charge you again when the current billing period ends. It does not reverse the charge for the current period. You keep access and may use remaining credits until that period ends, unless your plan states otherwise. Cancelling does not, by itself, trigger a refund—a refund is considered only under Section 2 or where required by law.

Enterprise subscriptions, annual commitments, pilots and custom engagements are subject to the signed order form, service agreement or statement of work between you and us. Where those documents address cancellation, refunds or termination, they prevail over this policy.

If you have any question concerning this policy, contact us at contact@vitra.ai. If your concern is not resolved, you may escalate it to our Grievance Officer at keshav.k@vitra.ai with the original ticket or transaction reference and supporting evidence.

Thank you for your consideration in doing business with us.