Refund Policy

1. Overview

VedAI operates on a credit-based system. This policy outlines when refunds are available and how to request them.

2. Credit Purchases

2.1 General Policy

• Credits are non-refundable once purchased and used for processing
• Credits do not expire and remain in your account indefinitely
• Credits can be used across all service features

2.2 Credit Costs

Current credit costs for each feature:

• Document Conversion: 1 credit per page
• Image Descriptions (optional add-on): 1 credit per image
• Document Restructuring (Word, HTML, EPUB, ODT, RTF): 1 credit per page + 1 per image if descriptions enabled
• Image Chat: 1 credit per image upload (5 follow-up questions included)
• Image Maps: 2 credits per map generated

See pricing page for current credit packages and rates.

2.3 Exceptions

We may issue refunds in the following circumstances:

• Duplicate or erroneous charges
• Technical issues preventing service access
• Fraudulent transactions
• Service failures on our end

3. Conversion Failures

3.1 Automatic Credit Refund

If a document conversion fails due to system errors, credits are automatically refunded to your account.

3.2 Quality Issues

If you experience conversion quality issues:

• Contact support within 7 days of conversion
• Provide the document ID and describe the issue
• We will review and may issue credit compensation

4. Refund Requests

4.1 How to Request

To request a refund:

1. Email support@vedai.co with subject "Refund Request"
2. Include your account email and transaction details
3. Explain the reason for your request
4. Provide any relevant supporting information

4.2 Processing Time

• We review refund requests within 3-5 business days
• Approved refunds are processed within 7-10 business days
• Refunds are issued to the original payment method

5. Chargebacks

Before initiating a chargeback with your bank:

• Contact our support team to resolve the issue
• Chargebacks may result in account suspension
• We will cooperate with legitimate dispute investigations

6. Account Cancellation

6.1 User-Initiated Cancellation

• You may delete your account at any time
• Remaining credits are forfeited upon account deletion
• No refunds for unused credits after account closure

6.2 Service-Initiated Termination

If we terminate your account for terms violation, credits are forfeited without refund.

7. Organization Accounts

7.1 Organization Credit Purchases

Organization accounts operate under custom contracts with specific terms:

• Refund eligibility is defined in the organization's contract
• Unused organization credits may be refundable if contract terms allow
• Contract-specific pricing and credit packages apply
• Payment schedule and billing terms vary by organization

7.2 Contract Termination

When an organization contract ends:

• Unused credits may be refunded according to contract terms
• Member allocations are forfeited
• Organization owners should contact sales@vedai.co for termination procedures
• Refund processing may take 30-45 business days for organizations

7.3 Member Credit Allocation

• Credits allocated to members are non-refundable to the organization
• Unused allocated credits return to organization pool when member leaves
• Members purchasing individual credits follow standard refund policy

8. Promotional Credits

• Promotional or bonus credits are non-refundable
• Free trial credits cannot be converted to cash
• Promotional credits may have expiration dates (if specified)

9. Service Changes

If we significantly change our service pricing or features:

• Existing credits retain their value
• We will notify users of major changes in advance
• You may request a refund within 30 days of notification

10. Contact

For refund inquiries or concerns:

Email: support@vedai.co

Subject: Refund Request