Refund & Cancellation Policy

1. Overview

At Eyenak AI, we strive to provide high-quality AI services. This Refund and Cancellation Policy explains our policies regarding refunds, cancellations, and subscription management.

By purchasing any plan or service from Eyenak AI, you agree to this policy. Please read it carefully before making a purchase.

Eyenak AI is headquartered in Riyadh, Saudi Arabia. All transactions are governed by Saudi Arabian consumer protection laws. VAT (Value Added Tax) at the applicable rate is included in all displayed prices for customers in Saudi Arabia and GCC countries.

2. Subscription Plans

2.1 Plan Types

Eyenak AI offers the following subscription plans:

• Free Plan: Limited features with no payment required
• Starter Plan: Basic AI features with monthly/annual billing
• Pro Plan: Advanced features with monthly/annual billing
• Enterprise Plan: Custom solutions with flexible billing

2.2 Billing Cycles

• Monthly: Billed every 30 days from subscription date
• Annual: Billed once per year with discounted pricing

3. Refund Policy

3.1 7-Day Money-Back Guarantee (New Subscribers)

3.2 Monthly Subscriptions

• Monthly subscriptions are generally non-refundable after the billing date
• You can cancel at any time to prevent future charges
• Access continues until the end of current billing period
• Exceptions may be made for technical issues or service disruptions

3.3 Annual Subscriptions

• First 7 days: Full refund available
• After 7 days: Pro-rated refund for unused months (minus processing fees)
• After 6 months: No refunds available

3.4 Token Purchases and Add-ons

• One-time token purchases are non-refundable
• Unused tokens remain in your account until expiration
• Feature upgrades are non-refundable after activation
• Refunds may be issued for accidental duplicate purchases within 24 hours

3.5 Enterprise Plans

• Custom refund terms outlined in enterprise agreements
• Generally subject to 30-day notice period
• Pro-rated refunds for unused contracted months

4. Non-Refundable Situations

Refunds will NOT be provided in the following cases:

• Account termination due to Terms of Service violations
• Account termination due to Acceptable Use Policy violations
• Fraudulent or abusive use of the platform
• Failure to use the service during subscription period
• Changed mind after using significant credits or features
• Subscription renewal after previous refund (one refund per customer)
• Chargebacks initiated without contacting support first

5. Cancellation Policy

5.1 How to Cancel

You can cancel your subscription at any time through:

• Account Settings → Billing → Cancel Subscription
• Email support at billing@eyenak.ai
• Contact form with subject 'Subscription Cancellation'

5.2 Cancellation Effective Date

• Monthly plans: Effective at the end of current billing cycle
• Annual plans: Effective at the end of current billing cycle
• Immediate cancellation: Available with refund during 7-day guarantee period

5.3 After Cancellation

• You retain access to paid features until period end
• No automatic charges after cancellation
• Account automatically downgrades to Free plan
• Data remains accessible but with free plan limitations
• You can resubscribe at any time

6. Downgrades and Changes

6.1 Plan Downgrades

• Effective at the end of current billing cycle
• No partial refunds for downgrading mid-cycle
• Features remain active until downgrade takes effect

6.2 Plan Upgrades

• Effective immediately upon payment
• Pro-rated credit applied for remaining time on old plan
• New billing cycle starts based on upgrade date

6.3 Billing Cycle Changes

• Switching monthly to annual: Immediate, with pro-rated credit
• Switching annual to monthly: Effective at end of annual term

7. Refund Processing

7.1 Refund Timeline

• Request review: 1-2 business days
• Approval processing: 3-5 business days
• Bank processing: 5-10 business days

Total time: 7-15 business days from request to account credit

7.2 Refund Method

• Refunds issued to original payment method
• Credit card refunds appear as credit on your statement
• PayPal refunds appear in PayPal balance
• Bank transfers refunded via bank transfer

7.3 Refund Notification

You will receive email notifications when:

• Your refund request is received
• Your refund is approved or denied
• Your refund has been processed

8. Service Credits

8.1 When Credits Are Issued

• Extended service outages (>4 hours)
• Billing errors in our favor
• Significant feature unavailability
• As goodwill gestures for service issues

8.2 Credit Usage

• Applied automatically to next billing cycle
• Cannot be transferred or redeemed for cash
• Valid for 12 months from issue date
• Used before charging payment method

9. Chargebacks and Disputes

If you have a billing dispute:

• Email billing@eyenak.ai with details
• We will respond within 24 hours
• Most disputes are resolved quickly and amicably

10. Special Circumstances

10.1 Technical Issues

If you experience technical problems preventing service use:

• Contact support immediately
• We will attempt to resolve within 48 hours
• If unresolved, pro-rated refund or credit may be offered

10.2 Service Discontinuation

If Eyenak AI discontinues service:

• 60-day advance notice provided
• Full refund for unused subscription time
• Data export tools provided
• Migration assistance if possible

10.3 Legal Requirements

If required by law to terminate service:

• No refunds may be available
• Depends on legal circumstances
• Evaluated case-by-case

11. Contact Information

For refund requests or billing questions:

• Email: billing@eyenak.ai
• Support: support@eyenak.ai
• Phone: +966 920035035
• Address: 2919 Northern Ring Branch Rd, Al-Maseef District, Riyadh 12468 8179, Saudi Arabia
• Website: Submit Request