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Refund and Cancellation Policy

Effective25 April 2026 Last updated25 April 2026

This Policy forms part of our Terms and Conditions. Capitalised terms not defined here have the meanings given in the Terms.

IMPORTANT NOTICE

This Refund and Cancellation Policy (“Policy”) govern the relationship between Vitark.ai (“Vitark”, “we”, “us”) and the entity accepting this Policy as a user (“User”, “you”, “your”).

The agreement formed by your Transaction

When you complete a Transaction with Vitark, by purchasing a Subscription, buying Credits, or topping up, you enter into a legally binding agreement with us to receive the Subscription or Credits as described on the Platform at the point of purchase. This Policy governs the limited circumstances in which that agreement can be unwound through cancellation or refund. Outside those circumstances, completed Transactions are final.

We retain sole discretion in approving any cancellation or refund request, and may seek additional information from you before approving such cancellation or refund request. We exercise that discretion in good faith and consistently with this Policy. Where this Policy gives you a right to a refund, we will not refuse it without a substantive reason that we will share with you in writing.

1. Cancelling a Subscription

You may cancel your Subscription at any time:

From your Account: Settings → Subscription → Cancel.

By email: ask@vitark.ai (cancellation shall take effect upon our acknowledgement of your request, which is, typically provided within 1 working day).

Cancellation prevents the next automatic renewal. You will retain access to Subscription features for the remainder of the current billing period, unless you also request a refund under Section 3.

2. Cancelling Credits

Credits cannot be "cancelled" in the same manner as a Subscription, because Credits constitute a prepaid balance. To stop using Credits, you must not initiate further research that consumes them. Unused Credits will remain in your Account until they expire (i.e., 12 months from the date of purchase) or until you request a refund under Section 3.

You may disable and stop auto-top-up (if enabled) at any time from your Account settings.

3. Refund Eligibility

3.1 The 7-day window

A refund request is eligible if it the request is received by us within 7 calendar days of the relevant charge:

  1. For a Subscription, the 7 days run from the date of the Subscription charge (whether an initial purchase or any renewal).
  2. For Credits, the 7 days run from the date of the Credit purchase (whether an initial top-up or any subsequent top-up).

The 7-day period starts on the date of the charge, regardless of when you started using the Platform.

3.2 Subscription refunds

No use: If you have not used any Subscription-only feature since the most recent Subscription charge, you may receive a full refund of that charge, subject to confirmation from us.

Some use: If you have used any Subscription features since the most recent charge, you may be entitled to receive a pro-rata refund for the unused days of the current billing month, calculated as: (Subscription Fee÷ days in the billing month) × unused days remaining.

Upon issuance of a refund, your Subscription shall stand automatically cancelled, and no further charges shall be applied unless you re-subscribe.

3.3 Credit refunds

No use: If you have not consumed any Credits from the relevant top-up, you may be entitled to receive a full refund of that top-up.

Partial use: If you have consumed some Credits, you may be entitled to receive a refund for the unused balance attributable to the relevant top-up, calculated at the per-credit value at which the top-up was purchased. Credits that have been used are not refundable.

Refunded Credits shall be removed from your Account at the time the refund is processed.

3.4 Refunds outside the 7-day window

After 7 days, refunds shall be granted at Vitark’s sole discretion. We typically approve refunds for:

  1. Technical failure: A technical failure that prevented you from using the Platform for an extended period and that we were unable to resolve.
  2. Billing error: It includes duplicate charges, charges after cancellation, or charges of an incorrect amount.
  3. Unauthorised use: Unauthorised use of your payment instrument, where you have notified us promptly and, where appropriate, filed a complaint with your bank or with the cyber-crime authorities.

Requests for discretionary refunds must include adequate supporting details (such as screenshots, transaction IDs, dates, brief description). We will respond within 7 working days of receiving the complete request.

3.5 Service not matching the promised description

Independent of the 7-day window, you may seek a refund at any time if the Platform did not match the description on the basis of which you purchased it. For Vitark, "matching the description" includes the following:

  1. The Subscription provided access to the research features advertised at the time of your purchase, subject to disclosed fair-use limits.
  2. A paid feature functioned in line with how the Platform described it at the point of sale.
  3. Credits were consumed at the per-feature rate published on the Platform, not at a higher rate, for the operations performed by you.
  4. A substantive output was traceable to the cited Source Material in line with our citation commitment in Section 5 of the Terms and Conditions, that is, the citation existed, the cited source said something materially consistent with the output, and the citation was not fabricated.

"Matching the description" does not mean:

  1. That the Platform predicted the legal outcome in your specific matter correctly. The Platform provides content for research, not legal advice (Section 4 of the Terms), and we make no representation about how any particular court or authority will decide your case.
  2. That you obtained a result you hoped for from any third party — court, opposing party, regulator, lawyer — based on the research.
  3. That the underlying Source Material itself is free from human error or has not been subsequently overruled. The Platform reflects what the cited judgment says and it does not retrospectively re-litigate the judgment.

Service-as-described claims must include sufficient detail for us to investigate (the Account ID, the date and time of the relevant Platform session, the specific output complained of, and the inconsistency identified between the output and the cited source or the advertised description). Where a request for refund is accepted, we will refund the affected Transaction in full or in part as appropriate, and may also restore consumed Credits or extend Subscription days depending on the nature of the failure.

4. Items that are Not Refundable

The following are not eligible for a refund, regardless of the time elapsed:

  1. Used Credits: Credits that have already been consumed for completed research operations are not refundable, since the services have been rendered.
  2. Expired Credits: Credits that have expired after their 12-months validity are not refundable. However, you may always purchase fresh Credits.
  3. Third-party charges: Bank fees, payment-gateway fees, currency-conversion charges, or taxes paid to government authorities (other than refundable GST) are not within our control and not refundable unless required by applicable laws.
  4. Bonus or promotional Credits: Credits granted as part of a promotion, referral bonus, or goodwill gesture are not refundable for cash, though they remain usable until expiry.
  5. Subscription periods beyond one billing month: If an issue is raised after a significant lapse of time, we are unable to process refunds beyond the most recent billing month, except in cases of demonstrable billing error.
  6. Transactions during which you were in material breach of the Terms: If you used the Platform in violation of Section 10 of the Terms (Prohibited Use), including for example, engaging in scraping, harassing a person named in Source Material, or by reselling Platform output as legal advice, your right to a refund is forfeited for the affected Transactions.
  7. Promotional or discounted purchases, beyond the price actually paid: Where a Transaction was completed using a coupon, promotional code, referral discount, or institutional pricing, any eligible refund shall be calculated against the price you actually paid and not the listed price. Promotional discounts themselves are not refundable in cash.

5. How to Request a Refund

To request a refund:

Email ask@vitark.ai from the email address registered on your Account.

The following details shall be included in the refund request:

  1. Your registered email or Account ID.
  2. The transaction ID(s) of the charge(s) you want refunded.
  3. The date(s) of the charge(s).
  4. The reason for the refund
  5. For service-as-described claims (Section 3.5) and discretionary claims (Section 3.4): supporting evidence including the specific output complained of, the cited source you compared it against, screenshots if available, and any other detail that helps us reproduce or verify the issue. Without this, we may not be able to investigate and process the refund request.

Acknowledgement: We acknowledge every request within 72 hours.

Decision: For within-7-day requests with no special circumstances, decisions are typically issued within 4 working days. For discretionary requests, within 7 working days.

Processing: Approved refunds are initiated within 2 working days of approval. Bank credit timelines are governed by your bank or payment instrument and are usually 5 to 10 working days after we initiate.

6. Refund Method, Currency, and Tax

  1. Refunds are issued to the same payment instrument used for the original Transaction wherever possible.
  2. If the original payment instrument is no longer available (e.g., card expired), we will work with you to identify an alternative compliant method, which may require additional verification under RBI rules.
  3. All refunds are processed in Indian Rupees (INR). If your original payment was made in another currency through a foreign card, the refund will be issued in INR for the original INR amount charged and any difference arising from foreign-exchange rate movement between charge and refund is not within our control and is not made up by Vitark.
  4. GST and other applicable taxes that were charged on the original Transaction are refunded along with the principal amount, in proportion to the principal being refunded.
  5. We do not deduct payment-gateway fees, processing fees, or administrative charges from refunds. The amount you see is the amount you receive (subject only to the foreign-exchange rate caveat above).
  6. We do not issue cash refunds, cheque refunds, or refunds to a different person's account.

6.1 Account-holder identity

Refunds are issued only to the registered Account holder.

Account verification: We may ask for verification (a confirmation reply from the registered email, a one-time password to the registered phone number, or other reasonable proof) before processing a refund, particularly for higher-value or repeated requests.

Minor Account holders: Where the Account is operated by a minor under parental or guardian supervision in line with the Terms, refund requests must be made by the parent or guardian, and the refund will be issued to the payment instrument used for the original Transaction.

7. Chargebacks

If you raise a chargeback or dispute with your card-issuer or bank in respect of a charge without contacting us, we reserve the right to:

  1. Suspend your Account pending resolution.
  2. Provide your card-issuer or bank with the relevant Account, Transaction, and usage records to support our position.
  3. Recover any chargeback fees incurred by us, if the chargeback is determined to be invalid.

We strongly encourage you to contact us directly in the first instance. We will endeavor to resolve any reasonable refund request more promptly than the chargeback process.

8. Failed Renewal Payments

If a Subscription renewal payment fails:

  1. We will notify you by email you to update your payment method.
  2. Your Subscription is treated as cancelled if payment is not received within 7 days of the failure.
  3. No refund applies because no charge was successfully made.
  4. Existing Credits will remain in your Account and are unaffected.

9. Service Disruption and Force Majeure

9.1 Disruptions within our control

If the Platform is unavailable for an extended period due to issues within our control, we may offer affected Users service credits (additional Credits or extended Subscription days) or refunds, at our discretion and proportionate to the disruption. We will communicate any such offer by email and within the Platform.

9.2 Force majeure

Vitark is not liable for any failure or delay in performance, including delays in processing refunds, Platform downtime, or inability to deliver Subscription or Credit access, to the extent caused by events outside our reasonable control. These include, but are not limited to: acts of God, natural disaster, fire, flood, earthquake, epidemic or pandemic, war, terrorism, civil unrest, restrictions imposed on internet or telecommunications networks, failure of third-party infrastructure (including payment gateways, hosting providers, and DNS providers), cyber-attacks not caused by our negligence, or shortages of essential utilities.

In a force majeure event, we will use reasonable efforts to inform affected Users and to restore service as quickly as possible. Refunds in such cases are not automatic but may be considered at our discretion where the disruption materially deprives you of the benefit of your Subscription or Credits for an extended period. Scheduled maintenance announced in advance does not constitute a disruption for refund purposes.

10. Misuse of Refund Process

We monitor refund requests for patterns that may indicate misuse, for example, repeated refund requests within the 7 day window combined with significant Credit consumption in the same week. Where we identify probable misuse, we may:

  1. Decline future refund requests from the same Account beyond statutory minimums.
  2. Limit the Account to prepaid-only access without refund eligibility.
  3. Where applicable, terminate the Account for breach of the Terms.

We apply these measures with reasonable judgment. Legitimate requests, including instances where a user has tried the service and found it unsuitable, will generally be honoured without undue scrutiny.

11. Records, Audit Trail, and Updates to this Policy

Record retention. We retain records of cancellation and refund requests, including the supporting evidence you submit and our decision rationale, for a minimum of eight (8) years from the date of the request, in line with applicable laws including applicable tax and accounting law. After that, records are anonymised or deleted unless we are legally required to retain them longer.

Updates to this Policy. We may update this Policy from time to time. Material changes, including changes that reduce your refund rights or change refund timelines, processes, or eligibility, will be notified to you by email at least 15 days before they take effect. Transactions completed before an update remain governed by the Policy in force at the time of the Transaction.

12. Consumer Rights

Nothing in this Policy limits your rights as a consumer under the Consumer Protection Act, 2019 or other applicable laws. If you believe we have unfairly denied a refund, you may approach the National Consumer Helpline (1915) or the appropriate Consumer Disputes Redressal Commission, regardless of the arbitration clause in our Terms and Conditions.

13. Contact

Refunds and billing: ask@vitark.ai

Grievance Officer (escalation): grievance@vitark.ai

Postal: vitark.ai, Innov8 Harsha Bhawan, 4th Floor, 13/29 E- Block, Connaught Place, New Delhi-110001

We aim to respond to every refund email within 72 hours and resolve within 7 working days.

This Policy is part of the Terms and Conditions for vitark.ai. Use of the Platform constitutes acceptance of this Policy.