Orika Refund Policy

1. Introduction

Orika ("we," "us," or "our") is an AI-powered engineering drawing analysis platform operated by Orika Futureworks Private Limited. We are committed to providing transparent and fair refund policies for our services.

This Refund Policy explains:

• When refunds are available
• How to request a refund
• Refund processing timelines
• Non-refundable services and circumstances
• Your rights and our obligations

By purchasing or subscribing to Orika services, you agree to this Refund Policy. Please read this policy carefully before making a purchase.

2. Scope and Applicability

This Refund Policy applies to:

• All paid subscriptions and plans
• One-time purchases and add-ons
• Enterprise and custom contracts (subject to specific terms)
• Services purchased through Orika's official channels

This Policy does not apply to third-party services or products purchased through external vendors.

3. Definitions

• Subscription: A recurring payment plan that provides access to Orika services for a specified period.
• One-time Purchase: A single payment for specific services or features without recurring billing.
• Billing Cycle: The period for which a subscription is active (e.g., monthly, quarterly, annually).
• Refund Window: The time period during which refund requests are eligible for processing.
• Prorated Refund: A partial refund calculated based on the unused portion of a subscription period.

4. Refund Eligibility

Refunds may be available under the following circumstances:

4.1 Subscription Plans

• Monthly Subscriptions: Full refund available within 7 days of initial purchase or renewal.
• Annual Subscriptions: Full refund available within 30 days of initial purchase or renewal.
• Quarterly Subscriptions: Full refund available within 14 days of initial purchase or renewal.

After the refund window expires, prorated refunds may be considered on a case-by-case basis for the remaining unused period of the current billing cycle.

4.2 One-Time Purchases

• Refunds available within 7 days of purchase, provided the service has not been substantially used or consumed.
• Usage-based services (e.g., API credits, processing credits) are non-refundable once consumed.

4.3 Service Issues

Full refunds are available if:

• The service is unavailable or non-functional for more than 48 consecutive hours due to our technical issues
• Critical features advertised are not available or do not function as described
• We fail to deliver services as explicitly promised in your service agreement

5. Non-Refundable Services

The following are generally non-refundable:

• Consumed Services: Services that have been fully used or consumed (e.g., processed documents, API calls, credits)
• Custom Development: Custom features, integrations, or development work completed per your specifications
• Third-Party Fees: Fees charged by third-party providers (e.g., payment processing fees, transaction fees)
• Promotional or Discounted Purchases: Services purchased during special promotions, unless explicitly stated otherwise
• Violation of Terms: Accounts terminated due to violation of our Terms & Conditions
• Change of Mind: Refunds requested solely due to change of mind after the refund window has expired

6. How to Request a Refund

To request a refund, please follow these steps:

6.1 Contact Information

Send your refund request to:

• Email: connect@orika.ai
• Subject Line: "Refund Request - [Your Account Email]"

6.2 Required Information

Include the following in your refund request:

• Your account email address
• Transaction ID or invoice number
• Date of purchase
• Reason for refund request
• Any relevant documentation or screenshots

6.3 Processing Time

We will acknowledge your request within 2 business days and process eligible refunds within 5-10 business days after approval.

7. Refund Processing

7.1 Refund Method

Refunds will be credited back to the same payment method used for the original purchase:

• Credit/Debit Cards: Refunded to the original card (may take 5-10 business days to appear)
• Bank Transfers: Refunded to the original bank account (may take 7-14 business days)
• Digital Wallets: Refunded to the original wallet (may take 3-5 business days)

7.2 Refund Amount

• Full refunds: The entire amount paid, minus any third-party processing fees (if applicable)
• Prorated refunds: Calculated based on the unused portion of your subscription period
• Partial refunds: May be offered for partially consumed services at our discretion

7.3 Currency

Refunds will be processed in the same currency as the original transaction. Exchange rate fluctuations may affect the refund amount if your payment method uses a different currency.

8. Cancellation vs. Refund

It is important to understand the difference between cancellation and refund:

8.1 Cancellation

Cancelling your subscription stops future billing but does not automatically entitle you to a refund. You will retain access until the end of your current billing period.

8.2 Refund

A refund returns money for a purchase. Refunds must be explicitly requested and are subject to the terms outlined in this policy.

You can cancel your subscription at any time through your account settings or by contacting support. Cancellation does not affect your eligibility for refunds within the refund window.

9. Enterprise and Custom Contracts

For enterprise customers and custom contracts, refund terms are governed by the specific agreement signed between Orika and your organization.

If your contract includes specific refund terms, those terms take precedence over this general policy. Please refer to your signed service agreement for details.

10. Chargebacks and Disputes

We encourage you to contact us directly to resolve any billing issues before initiating a chargeback with your payment provider.

If you file a chargeback without first contacting us:

• Your account may be suspended pending resolution
• We reserve the right to dispute the chargeback with documentation
• Future purchases may require alternative payment methods

We are committed to resolving disputes fairly and promptly. Please reach out to us at connect@orika.ai before initiating a chargeback.

11. Special Circumstances

11.1 Duplicate Charges

If you are charged twice for the same service, we will immediately refund the duplicate charge upon verification.

11.2 Unauthorized Transactions

If you notice an unauthorized transaction on your account, contact us immediately. We will investigate and process a refund if the transaction is confirmed as unauthorized.

11.3 Service Downgrades

If you downgrade your subscription, you may be eligible for a prorated credit or refund for the difference, calculated from the date of downgrade to the end of your billing cycle.

11.4 Death or Incapacity

In cases of death or permanent incapacity, refunds may be considered for the estate or legal representative upon submission of appropriate documentation.

12. Refund Denials

We may deny refund requests in the following circumstances:

• The refund window has expired and no exceptional circumstances apply
• The service has been substantially used or consumed
• The request is fraudulent or involves abuse of our refund policy
• The account has been terminated for violation of Terms & Conditions
• The purchase was made through unauthorized or fraudulent means
• The refund request does not meet the eligibility criteria outlined in this policy

If your refund request is denied, we will provide a clear explanation of the reason. You may appeal the decision by providing additional information or documentation.

13. Your Rights

Depending on your jurisdiction, you may have additional consumer rights regarding refunds:

• Right to Cancel: Some jurisdictions provide cooling-off periods for online purchases
• Right to Refund: For defective or non-conforming services
• Right to Information: Clear disclosure of refund terms before purchase

This policy does not limit your statutory rights. If local consumer protection laws provide greater protection, those laws will apply.

14. Policy Updates

We may update this Refund Policy periodically to reflect changes in our services, legal requirements, or business practices. Changes will be reflected by the updated date at the top of this page.

Material changes will be communicated to active subscribers via email or through our platform. Continued use of Orika services after policy updates constitutes acceptance of the revised terms.

Refunds are processed according to the policy in effect at the time of purchase, unless the updated policy is more favorable to you.