Refund & Cancellation Policy

This Refund & Cancellation Policy explains when and how you can receive a refund for your Iris subscription, how to cancel your account, and what happens after cancellation.

This policy complies with India's Consumer Protection Act, 2019, and ensures your rights as a consumer are protected.

You may be eligible for a full or partial refund in the following situations:

1. New Subscription (7-Day Window)

If you are a new subscriber and have not substantially used the service, you may request a full refund within 7 days of your initial purchase.

2. Service Failures & Downtime

If we fail to meet our Service Level Agreement (SLA) and the issue is not resolved within a reasonable time, you may request a pro-rated refund for the affected period.

• Extended downtime (more than 48 hours)
• Critical features unavailable for extended periods
• Repeated service interruptions affecting your work

3. Billing Errors

If you were incorrectly charged due to a billing error, technical glitch, or duplicate payment, you will receive a full refund of the erroneous charge.

4. Unauthorized Charges

If you can demonstrate that charges were made without your authorization, you will receive a full refund. You must report unauthorized charges within 60 days.

How to Request a Refund

1. Send an email to refunds@irisvision.ai or support@irisvision.ai
2. Include the following information:
   • Account email address
   • Reason for refund request
   • Transaction ID or invoice number (if available)
   • Any supporting documentation
3. Our team will review your request within 48 hours (business days)
4. If approved, the refund will be processed within 5-7 business days

Refund Method

Refunds will be issued to your original payment method:

• Credit/Debit Card: 5-7 business days (depending on your bank)
• UPI/Net Banking: 3-5 business days
• Digital Wallets: 1-3 business days

In some cases, if the original payment method is unavailable, we may issue a refund via bank transfer or store credit (with your consent).

You can cancel your Iris subscription at any time. There are two ways to cancel:

Method 1: Self-Service Cancellation

1. Log in to your Iris account
2. Navigate to Account Settings → Subscription
3. Click "Cancel Subscription"
4. Provide feedback (optional)
5. Confirm cancellation by clicking "Confirm Cancellation"
6. You will receive a confirmation email

Method 2: Email Request

Send an email to support@irisvision.ai with:

• Subject line: "Cancel Subscription"
• Your account email address
• Reason for cancellation (optional)

What Happens After Cancellation?

• Immediate Effect: Auto-renewal is disabled. You will not be charged again.
• Access Period: You retain access to paid features until the end of your current billing period.
• After Billing Period Ends:
  • Your account reverts to the free tier (if available)
  • Premium features become unavailable
  • Data is retained for 30 days in case you reactivate
  • After 30 days, data is permanently deleted (see Data Retention Policy)

Iris subscriptions operate on an automatic renewal basis unless you cancel before your renewal date.

Renewal Reminders

We will send you email reminders about upcoming renewals:

• 7 days before renewal: Reminder with renewal amount and date
• 24 hours before renewal: Final reminder with cancellation link
• After renewal: Receipt and invoice

How to Disable Auto-Renewal

You can disable auto-renewal while keeping your current subscription active:

1. Go to Account Settings → Subscription
2. Toggle off "Auto-Renewal"
3. Confirm your choice

With auto-renewal disabled, your subscription will remain active until the end of the current billing period, then automatically cancel.

Pro-rata refunds (partial refunds for unused time) are available in limited circumstances:

When Pro-Rata Refunds Apply

• Account Termination by Us: If we terminate your account for reasons other than Terms of Service violations, you will receive a pro-rated refund for the unused portion of your subscription.
• Service Discontinuation: If we discontinue the service or your plan, you will receive a pro-rated refund for the remaining time.
• Extended Downtime: If the service is unavailable for more than 7 consecutive days, you may request a pro-rated refund for the affected period.

Pro-Rata Calculation

Pro-rata refunds are calculated based on the number of days remaining in your billing cycle:

When Pro-Rata Refunds Do NOT Apply

• Voluntary cancellation by the user (except within 7-day new subscription window)
• Account termination due to Terms of Service violations
• Downgrade requests (you retain access until the end of the billing period)

The following items and scenarios are not eligible for refunds:

1. Used AI Credits

Credits consumed for AI model usage (vision tokens, API calls) cannot be refunded once used. Unused credits may be refunded at our discretion in the case of service failures.

2. Promotional Credits

Free credits, promotional bonuses, or referral rewards are non-refundable and have no cash value.

3. One-Time Fees

One-time setup fees, custom integration fees, or consulting services are non-refundable after the work has been completed.

4. Third-Party Costs

Charges incurred from third-party services (external APIs, integrations) that were passed through to you are non-refundable.

5. Substantial Use

If you have substantially used the service (as defined in Refund Eligibility), refunds are not available except in cases of service failures or billing errors.

Instead of a refund, you may be eligible for service credits if we fail to meet our Service Level Agreement (SLA). See our Terms of Service - SLA section for details.

Service Credit Amounts

• Uptime 99.0% - 99.5%: 10% credit
• Uptime 95.0% - 99.0%: 25% credit
• Uptime below 95.0%: 50% credit

How to Claim Service Credits

1. Email support@irisvision.ai within 30 days of the affected month
2. Provide details of the downtime or service issues experienced
3. Include your account email and affected time period
4. We will review and apply credits to your account within 7 days

Service credits are applied to your next invoice and cannot be exchanged for cash.

Before Filing a Chargeback

If you have an issue with a charge, please contact us first at billing@irisvision.ai or support@irisvision.ai. We will work with you to resolve the issue quickly.

Dispute Resolution Process

1. Contact Us: Email with details of the disputed charge
2. Investigation: We will investigate within 48 hours
3. Resolution: We will provide a resolution (refund, credit, or explanation) within 5-7 business days
4. Escalation: If unsatisfied, you may escalate to your bank or payment provider

Legitimate Chargebacks

If you file a chargeback for a legitimate reason (fraud, unauthorized charge), your account will not be penalized. Please notify us so we can assist with the investigation.

For all refund and cancellation inquiries, please contact us: