Refund & Cancellation Policy

Effective date: August 9, 2026

This policy explains how cancellations and refunds work for paid plans and credit purchases on SkeletIQ (the “Service”), operated by Sabhahith Works Private Limited. It forms part of, and should be read with, our Terms of Service.

1. What you can buy

• Subscriptions — recurring paid plans (Pro, Team, and, where available, Enterprise) billed for a fixed period and renewing automatically.
• Credit packs — one-time purchases of credits, the unit used to meter AI generations. Purchased credits do not expire at the end of a billing cycle.
• Paid access — the Pro features a payment unlocks on any plan for 90 days from that payment.

2. Cancelling a subscription

You may cancel a paid subscription at any time, either from Settings → Billing in the app or by writing to [email protected]. Either way the cancellation is recorded as a request that a person actions with our payment processor; we confirm it by email, and until it has been actioned you can withdraw it and keep your plan.

Tell us which you want, because they differ: cancel at the end of the period stops the next renewal and leaves your paid features in place until the period you have already paid for runs out, while cancel immediately ends the subscription — and with it access to paid features — as soon as we process it. If you do not say, we cancel at the end of the period. Either way your account then reverts to the Free plan.

We do not charge a cancellation fee, and cancelling never deletes your projects or architectures — plan limits simply apply again.

3. The Pro first-payment guarantee

If Pro is not what you expected, write to [email protected] within 7 days of your first Pro payment and we will refund that payment in full and cancel the subscription. You do not have to give a reason, and it does not matter how much of the plan you used.

So that it means one clear thing: it applies to the first payment on an account only, once per account, and to subscriptions rather than credit packs. Renewals, and any later subscription you start, fall under section 4. Cancelling ends your monthly credit allowance with the plan; any credit packs you bought separately are unaffected and stay in your balance.

4. Refunds

Because the Service incurs model-provider costs the moment a generation runs, our general position is that payments and consumed credits are non-refundable. We will, however, refund in the following cases:

• Duplicate or accidental charges — refunded in full.
• Failed or unusable service — if a defect on our side prevented you from using what you paid for and we could not resolve it, we refund the affected period or the unused credits.
• Unauthorised payment — refunded in full once verified.
• Recently purchased credit packs — refundable within 14 days of purchase, in proportion to the credits from that pack you have not spent. Spending a few credits does not cost you the refund: if you have used a tenth of the pack, we refund nine tenths of what you paid and remove the remaining credits from your balance. A refund of any payment, full or partial, ends the paid access that payment gave; paid access from your other payments continues.

Nothing in this policy limits any right to a refund that you have under applicable consumer-protection law, including the Consumer Protection Act, 2019.

5. What is not refundable

• credits that have already been spent on generations;
• subscription periods that have already elapsed, where the Service was available and working as described, other than under the first-payment guarantee in section 3;
• charges incurred on your own model-provider account when using Bring Your Own Key (BYOK) — those are billed by that provider, not by us, and we cannot refund them; and
• dissatisfaction with AI-generated output, which is inherently variable (see our Terms).

6. How to request a refund

Every refund starts with an email — there is no refund control in the app, by design, so nothing is refunded without a person reading the request. Write to [email protected] from the address registered on your account, with the payment reference and a short description of the problem. We aim to acknowledge refund requests within 2 business days and to decide within 7 business days.

7. How refunds are paid

Approved refunds are returned to the original payment method through our payment processor, Razorpay. Once we initiate a refund it typically reaches you within 5–10 business days, depending on your bank or card issuer. We do not refund to a different account or instrument.

8. Questions and escalation

Write to [email protected] with any question about this policy. If you are not satisfied with the outcome, you can escalate to our Grievance Officer using the details on our Contact & Grievance Redressal page.