Introduction

This Refunds Policy explains when a customer may qualify for a refund and how refund requests are handled for payments made on the InovAnalytics / InovSurveys platform (“Service”). This policy should be read together with our Terms and Conditions of Service.

In general, subscription fees and purchased credits/units are non-refundable once the Service has been made available, except in the specific situations described under “Eligibility for Refunds” or where a refund is required by law.

Eligibility for Refunds

A refund may be issued only after verification and only where the request meets one of the eligibility criteria below. Refunds are processed to the original payment method where possible.

1) Incorrect Payment (System Error)

If you were charged due to a verified technical glitch on our platform (for example, an incorrect amount charged), we will refund the incorrect portion or the full amount (as applicable) after verification.

2) Duplicate Payment

If you were charged more than once for the same transaction due to a verified system error, we will refund the duplicate amount after confirmation.

3) Non-Delivery of Service (Verified Platform Failure)

If a paid Service was not delivered due to our error (for example, you paid but the platform could not be accessed or the paid plan/credits were not activated within a reasonable time), we will investigate and may issue a full or partial refund depending on the circumstances.

Service interruptions caused by factors beyond our control (such as internet disruptions, telecommunications failures, third-party provider outages, or customer-side configuration issues) do not automatically qualify as non-delivery.

4) Refunds Required by Law

Where a refund is required under applicable law, we will process the refund consistent with those legal requirements.

Non-Refundable Items

The following are generally not refundable, except where required by law or expressly stated otherwise:

• Subscription fees already paid for a billing period where the Service was available (including mid-month cancellations).
• Unused credits/units purchased under Pay-as-You-Go or add-on services once made available in your account.
• Third-party charges already incurred on your behalf (e.g., SMS carrier charges, third-party compute/NLP processing).
• Transaction and processing fees charged by banks/payment processors (where these are not recoverable by InovAnalytics).

Refund Request Process

Step 1: Contact Customer Support

To request a refund, contact our support team at [email protected] within 7 days of the payment date (or as soon as reasonably possible if the issue is discovered later).

Step 2: Provide Required Details

To enable quick verification, please include the following information:

• Account email address or customer ID (if available)
• Invoice number or order reference (if available)
• Payment date and amount
• Payment method used (card, transfer, etc.)
• A clear explanation of the reason for the refund request
• Supporting evidence (e.g., receipt, statement, or screenshot)

Refund Processing Time

Verification Period

We review refund requests and may request additional information to verify the payment and eligibility. Verification time depends on the payment channel used and the nature of the request.

Refund Issuance

If a refund is approved, we will process it within 7 business days. The time it takes for the refunded amount to reflect in your account depends on your bank/payment provider.

Fraudulent Activity and Abuse

Refund requests associated with suspected fraud, chargeback abuse, or unauthorised account activity may be denied while we investigate. Where appropriate, we may suspend accounts to protect the platform and customers, and we may take further action if required by law.

Important Considerations

Proof of Purchase

You may be required to provide proof of purchase (e.g., transaction receipt, invoice, order confirmation email) for verification.

Policy Updates

We may update this Refunds Policy from time to time to reflect operational changes, legal requirements, or service improvements. Updates will be posted on our website and will apply from the date of publication.

Contact

If you have any questions about this Refunds Policy, contact us at [email protected].