Refund Policy

1. Overview

At SketchAI, we are committed to providing reliable and high-quality AI-powered visual note generation services. This Refund Policy clearly outlines the specific circumstances under which refunds may be granted.

Important: SketchAI operates on a credit-based system where users purchase subscription plans or credit packs to generate visual notes. Due to the digital nature of our service and the immediate consumption of credits upon note generation, our refund policy is limited to specific technical failure scenarios.

2. Refund Eligibility

Refunds Are ONLY Available For:

Refunds Are NOT Available For:

3. Refund Request Timeframe

All refund requests must be submitted within 30 days of:

• The date of the technical failure or service outage
• The date of the billing error or unauthorized transaction
• The date of purchase (for payment processing errors only)

Important: Refund requests submitted after 30 days will not be considered, except where required by applicable consumer protection laws in your jurisdiction.

4. How to Request a Refund

Step 1: Contact Support

To request a refund, send an email to support@sketchai.com with the subject line "Refund Request" and include the following information:

• Your account email address
• Order number or transaction ID from your payment receipt
• Date of purchase or date of the technical incident
• Detailed description of the technical failure or service issue
• Screenshots, error messages, or other documentation proving the technical issue
• Support ticket numbers (if you previously contacted support about the issue)
• Any other relevant information that supports your refund request

Step 2: Review Process

Our support team will:

• Acknowledge receipt of your request within 1-2 business days
• Review your request against the criteria outlined in this Refund Policy
• Verify the technical issue with our technical team
• Request additional documentation if needed
• Investigate whether the issue was caused by our systems or external factors

Note: We may attempt to resolve technical issues before processing a refund. If we can successfully resolve the issue and restore your access to the Service, a refund may not be necessary.

Step 3: Resolution

Once your refund request is approved:

• You will receive a decision via email within 5-7 business days
• If approved, refunds will be issued to your original payment method
• Processing time: 5-10 business days after approval
• Bank or payment processor processing may add 3-5 additional business days
• You will receive a confirmation email once the refund has been processed

Partial Refunds: In cases where only a portion of your purchase was affected by a technical issue, we may issue a partial refund proportional to the impact of the issue.

5. Refund Methods

Approved refunds will be issued to your original payment method:

• Credit/Debit Cards: 5-10 business days after approval
• PayPal: 3-5 business days after approval
• Bank Transfer: 5-7 business days after approval
• Other Payment Methods: Processing times vary by payment provider

Note: If your original payment method is no longer valid, please contact us immediately. We may need to issue the refund via an alternative method, which may require additional verification.

6. Subscription Cancellations

Cancellation vs. Refund

It is important to understand the difference between cancelling a subscription and requesting a refund:

• Cancellation: Stops future automatic renewals. Your subscription will remain active until the end of your current billing period, and you will continue to have access to the Service and any unused credits until that time. Cancellation does NOT entitle you to a refund for the current billing period.
• Refund: Returns payment for purchases affected by technical failures or billing errors, as outlined in Section 2 of this policy.

How to Cancel Your Subscription

You can cancel your subscription at any time through your account settings or by contacting support. Cancellation takes effect at the end of your current billing period.

Important: Simply cancelling your subscription does not qualify you for a refund. Refunds are only available for the specific circumstances outlined in Section 2 of this policy.

7. Dispute Resolution

If you disagree with our refund decision, you may:

Internal Review

• Request escalation to our management team by replying to the refund decision email
• Provide additional documentation or evidence supporting your claim
• Allow 5-7 business days for the management review

External Options

If you are not satisfied with our final decision, you may:

• File a dispute with your payment provider (credit card company, PayPal, etc.)
• Contact consumer protection agencies in your jurisdiction
• Seek resolution through applicable legal channels

8. Policy Modifications

We reserve the right to modify this Refund Policy at any time. Changes will be:

• Posted on this page with an updated effective date
• Communicated via email to registered users for significant changes
• Applied to new purchases made after the effective date of the changes
• Honored under the previous terms for purchases made before the changes

Your continued use of the Service after changes to this policy constitutes acceptance of the updated policy.

9. Contact Information

For refund requests and questions about this policy, please contact us:

• Support Email: support@sketchai.com
• Subject Line: "Refund Request" (for faster processing)
• Response Time: 1-2 business days
• Business Hours: Monday - Friday, 9:00 AM - 6:00 PM (UTC+8)
• Website: https://sketchai.com

Important Reminder: This Refund Policy is designed to protect both our users and our service. Refunds are strictly limited to technical failures and billing errors as outlined in Section 2. We encourage you to contact our support team with any technical issues you encounter, as we may be able to resolve them without the need for a refund.