Refund Policy

Last updated on: 10th August, 2023

The website www.Copilot.live (“Website”) including the related mobile site and mobile application“Copilot” (collectively called the“Platform”) are operated by Shopsense Retail Technologies Limited [CIN: U52100MH2012PLC236314] (“Fynd”, “we”“us” or “our”), a company incorporated under the Companies Act, 1956, having its registered office at 1st Floor, Wework Vijay Diamond, Opp. SBI Branch, Cross Road B, Ajit Nagar, Kondivita, Andheri East, Mumbai 400093.

For the purpose of this Refund Policy, the Platform serves as a single platform to manage, transform and deliver media, through the various tools and solutions available. Copilot is an effortless solution, for the users of the Platform (“User(s)”,“your” or “you”) who work with images, and significantly reduces the complexity, cost and time needed to deliver impressive visuals.

At Copilot, we strive to provide the best possible user experience and satisfaction to our Users. However, we understand that there might be instances where a refund is necessary. This refund policy outlines the terms and conditions under which refunds will be issued for services purchased through the Platform.

This refund policy (“Refund Policy”), together with the Terms of Use, Privacy Policy and Acceptable Use Policy (collectively referred to as “Platform Policies”) sets out the procedure for providing a refund for the Copilot services thereof.

Terms of Refund :

1.1

Refunds will only be considered for subscriptions purchased directly on the Platform.

1.2

Refund requests must be initiated as per the terms mentioned in this Refund Policy (refer 2(a) below).

1.3

Cancellation fees equal to 5% of the value of the paid subscription plan (“Cancellation fees”) will be deducted and retained by us in all refund cases.

1.4

Refund shall be processed for your request only if the potential refund amount is positive (after deduction of Cancellation fees by us).

1.5

We do not make any cash refunds or credit refunds. Refund shall be credited by us on the original mode of payment opted by you.

Eligible Circumstances for Refunds:

2.1

Refunds may be granted to you in the following situations as per the below mentioned terms:

2.1

Money Back Guarantee within 30 days: If you are dissatisfied with the service quality or functionality within 30 days of purchasing a paid subscription, you may write to us at [email protected] and provide specific and reasonable feedback about the shortcomings of the service to be eligible for the 1 Month Money-Back Guarantee refund. To clarify the 1 Month Money-Back Guarantee refund, will exclude the Cancellation fees (which will be equal to 5% of the value of the paid subscription plan you have purchased from us). Further, to successfully avail the 1 Month Money-Back Guarantee refund you must satisfy ALL the below-mentioned conditions:

2.1.1

You have purchased a paid subscription to the Platform services within the last 30 days; AND

2.1.2

You have not processed more than 50 credits in any resolution in the last 30 days; AND

2.1.3

This is the first time you or your company are availing the 1 Month Money-Back Guarantee.

2.2

Refund in other circumstances: You may also seek refund of the amount paid by you with respect to a subscription plan and we may, at our discretion, make a pro-rata refund to you if:

2.2.1

You have unused credits lying in your account on the Platform as on the date of expiry/renewal of your paid subscription plan;

2.2.2

You wish to downgrade or change your paid subscription plan during the term of the relevant plan.

Any such refund will also be subject to an additional deduction of Cancellation fees which will be equal to 5% of the value of the relevant paid subscription plan.

NOTE: When you subscribe to any of the paid subscription plans, your subscription plan will auto-renew with each billing cycle. If you do not wish to renew your subscription plan, make sure you cancel your subscription plan before the renewal date.

Refund policy against lost cards or fraudulent payments:

5.1

We are not responsible for fraudulent payments due to lost cards, identity theft, etc. Fraudulent cases where a transaction was made, and our services were used will not be refunded. Such cases will be subjected to a case-by-case review.

Refund process:

6.1

To request a refund, please follow these steps:

4.1

Send an email to [email protected] with the subject line "Refund Request"

4.2

Include your Organization ID or cloud name, purchase date, and a detailed explanation of the reason for your refund request.

4.3

Our support team will review your request and respond within 3 business days to acknowledge receipt and request any additional information if necessary.

4.4

If your refund request is approved, the refund will be processed using the original payment method within 15 business days by our designated financial intermediary.

4.5

Sometimes banks or our financial intermediary may take a longer time to process the refund request. However, if the refund does not happen by the date advised, you may contact our support team at [email protected] and we will gladly help you.

Policy Changes

5.1

We reserve the right to modify or update this Refund Policy at any time without prior notice. The revised policy will be effective immediately upon posting on the Platform.