Refund Policy
We want you to be satisfied with Sapience AI. This policy outlines our refund process for credit purchases and the circumstances under which refunds are available.
Overview
At Sapience AI, we strive to provide high-quality AI-powered interior design generation services. We understand that sometimes things don't work out as expected, and we're here to help.
This Refund Policy explains when and how you can request a refund for purchased credits. Please read this policy carefully before making a purchase.
Refund Eligibility
You may be eligible for a refund in the following situations:
Technical Issues
- Service Outage: If our service is unavailable for an extended period after your purchase.
- Failed Generations: If multiple generation attempts fail due to system errors (credits are automatically refunded).
- Payment Error: If you were charged incorrectly or multiple times for a single purchase.
- Feature Malfunction: If core features are not working as advertised.
Dissatisfaction with Service
- First Purchase: If you're not satisfied with your first credit purchase, request a refund within 7 days.
- Unused Credits: If you have not used any of the purchased credits, you may request a refund within 14 days of purchase.
Accidental Purchase
- Wrong Package: If you accidentally purchased the wrong credit package and have not used any credits.
- Duplicate Purchase: If you accidentally made duplicate purchases (we'll refund the duplicate).
Non-Refundable Situations
We cannot provide refunds in the following circumstances:
- Used Credits: Credits that have been used for successful generations (except for technical issues on our end).
- Quality Dissatisfaction: If you're unhappy with the quality of specific generated images (AI results vary).
- User Error: If you uploaded the wrong image or used incorrect settings.
- Violated Terms: If your account was terminated for violating our Terms of Service.
- Promotional Credits: Free or promotional credits cannot be refunded.
- After 30 Days: Refund requests made more than 30 days after purchase (except for ongoing technical issues).
- Partial Usage: If you've used some credits from a package, we cannot refund the entire purchase (except in cases of severe service issues).
How to Request a Refund
To request a refund, please follow these steps:
Step 1: Contact Support
Send an email to our support team with the following information:
- Your account email address
- Order/transaction ID
- Date of purchase
- Credit package purchased
- Reason for refund request
- Any relevant screenshots or details
Step 2: Review Process
Our team will review your request and:
- Verify your purchase and account details
- Check credit usage and account activity
- Investigate any technical issues reported
- Determine eligibility based on this policy
Review Time: Most refund requests are reviewed within 2-3 business days.
Step 3: Decision
We will notify you of our decision via email. If approved:
- Your refund will be processed to the original payment method
- Processing typically takes 5-10 business days
- You'll receive a confirmation email when processed
If denied, we'll explain the reason and suggest alternatives when possible.
Refund Amount
The refund amount depends on your situation:
Full Refund
- Unused credits within 14 days of purchase
- Technical issues preventing service use
- Payment errors or unauthorized charges
- Accidental duplicate purchases
Partial Refund
- Pro-rated refunds based on unused credits (at our discretion)
- If some credits were used before discovering an issue
- For ongoing service problems affecting usage
Note: Partial refunds are calculated based on the number of unused credits at the time of the refund request.
Credit Alternative
In some cases, we may offer additional credits instead of a monetary refund:
- For minor technical issues or inconveniences
- If you prefer to continue using the service
- As goodwill compensation for service problems
Refund Processing Time
Once a refund is approved, processing times vary by payment method:
| Payment Method | Processing Time |
|---|---|
| Credit Card | 5-10 business days |
| Debit Card | 5-10 business days |
| PayPal | 3-5 business days |
| Bank Transfer | 7-14 business days |
Processing times are estimates and may vary depending on your financial institution. If you don't see the refund after the estimated time, please check with your bank or contact us.
Special Circumstances
Account Closure
If you decide to close your account:
- Unused credits purchased within the last 30 days may be eligible for refund
- Older credits are non-refundable upon account closure
- All generated images will be deleted when your account is closed
Chargebacks
If you initiate a chargeback with your bank or credit card company:
- Your account will be suspended during the chargeback investigation
- We encourage you to contact us first before filing a chargeback
- Fraudulent chargebacks may result in permanent account termination
Service Termination
If Sapience AI discontinues service:
- All unused credits purchased within the last 90 days will be automatically refunded
- You'll be notified in advance with instructions for downloading your content
Exceptions and Fair Use
We reserve the right to deny refunds if we detect:
- Abuse: Patterns of purchasing, using, and requesting refunds repeatedly
- Fraud: Fraudulent purchase or refund activity
- Violation: Use of the service in violation of our Terms of Service
- Excessive Requests: Multiple refund requests that appear to abuse the policy
We monitor refund requests for patterns of abuse to protect the sustainability of our service and fairness to all users.
Alternatives to Refunds
Before requesting a refund, consider these alternatives:
Technical Support
If you're experiencing issues, our support team can often help:
- Troubleshoot generation problems
- Optimize image uploads for better results
- Explain features and best practices
- Resolve account or payment issues
Credit Bonus
For minor issues, we may offer bonus credits as compensation instead of a refund, allowing you to continue using the service.
Package Upgrade
If you accidentally purchased a smaller package, we may be able to upgrade you to a larger package by paying the difference instead of processing a refund.
Contact Us for Refunds
To request a refund or if you have questions about this policy, please contact our support team:
Refund Requests:
Email: refunds@sapience-pmp.com
Support: support@sapience-pmp.com
Response Time: Within 24-48 hours for refund inquiries
Please include your transaction ID and account email in all refund requests.
Changes to This Policy
We may update this Refund Policy from time to time. Changes will not affect refunds for purchases made before the policy update. Continued use of the service after changes are posted constitutes acceptance of the new policy.
We will notify you of significant changes by:
- Updating the "Last Updated" date
- Posting the updated policy on this page
- Sending email notifications for major changes
Your Legal Rights
This Refund Policy does not affect your statutory rights as a consumer under applicable law. In some jurisdictions, you may have additional rights that cannot be waived by this policy.
If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days under the EU Consumer Rights Directive, provided you have not used the digital content (credits).