Refund Policy
Effective date: To be set at launch · Version 1.1 (draft)
This Refund Policy applies to subscriptions and one-time credit packs purchased through Viqu, operated by Proxima Core Technologies. It forms part of our Terms of Service.
Subscriptions and credit packs are sold through our Merchant of Record, Paddle. Paddle handles payment, invoices or receipts, taxes, chargebacks, and approved refunds. Purchases are also subject to Paddle’s Buyer Terms and Paddle’s Refund Policy, including any mandatory withdrawal rights that apply to you.
1. Automatic service-credit refunds
Video processing jobs reserve or charge Viqu credits. If an ingest job fails on our side or is canceled before completion, our system automatically returns the refundable credits to your Viqu balance according to the work completed.
- A credit return is an in-app credit adjustment, not a cash refund to your payment method.
- A job that completed successfully is generally charged for the processing performed.
- If an automatic credit return appears incorrect, contact uranus.app.ai@gmail.com with the job or video identifier.
2. Subscription refund requests
Subscription charges are generally non-refundable once the subscription period has started. However, you may request a refund within 14 days of the charge, and we will review the request case-by-case.
Approval may depend on factors such as whether the purchase was accidental or duplicated, how much of the subscription and included credits have been used, and whether the request involves fraud, abuse, or a breach of our Terms. We may issue a full refund, a partial refund, or decline the request, except where applicable law requires otherwise.
Canceling a subscription stops future renewal charges but does not automatically refund the current billing period. Unless a refund is approved or the law requires otherwise, access continues until the end of the paid period.
If we support a refund request, we submit or authorize it through Paddle. Paddle makes the final processing decision under its Buyer Terms and Refund Policy and, when approved, returns the funds to the original payment method where possible.
3. One-time credit packs
One-time credit-pack purchases are generally non-refundable after the credits have been delivered to your account, especially once any of those credits have been used.
We will review requests involving a duplicate charge, an incorrect amount, an unauthorized transaction, or a purchase that could not be delivered. For an accidental purchase, contact us within 14 days and do not use the purchased credits while the request is under review.
4. Items generally not eligible
Unless required by applicable law, we generally do not provide monetary refunds for:
- Credits already consumed by successful processing or chat requests.
- Promotional, bonus, trial, or automatically returned service credits that were not purchased directly.
- Unused time after a subscription cancellation requested outside the refund window.
- Dissatisfaction caused solely by the inherent limitations of AI outputs when the Service operated as described.
- Accounts suspended or terminated for fraud, abuse, chargeback misuse, or a material violation of our Terms.
5. How to request a refund
Email uranus.app.ai@gmail.com from the email associated with your Viqu account. Include:
- Your account email address.
- The purchase date, amount, and the Paddle transaction, invoice, or receipt identifier shown on the receipt Paddle emailed you.
- Whether the purchase was a subscription or credit pack.
- The reason for the request and any relevant job or video identifier.
You may also request a refund directly from Paddle using the support link in your receipt or subscription-confirmation email, or through Paddle Buyer Support.
We may ask for additional information needed to verify the account and transaction. Do not send full payment-card details.
6. Review and payment processing
We aim to review complete refund requests sent to us within 5 business days. If we support the request, we submit or authorize it through Paddle, our Merchant of Record. Paddle determines eligibility and processes approved refunds to the original payment method where possible. Paddle or your financial institution may take additional time to display the refund.
We cannot control Paddle’s or your financial institution’s processing times, exchange-rate differences, or third-party fees. We do not issue cash or transfer an approved refund to a different payment method except where required by law.
7. Billing errors and chargebacks
If you believe a charge is incorrect or unauthorized, contact us promptly so we can investigate with Paddle. This does not limit your right to contact Paddle or your financial institution. Fraudulent or abusive chargebacks may result in account suspension and reversal of associated credits.
8. Consumer rights
Nothing in this policy excludes or limits a refund, cancellation, or other remedy that cannot lawfully be excluded under the consumer laws that apply to you. Where this policy conflicts with a mandatory legal right, that right prevails.
9. Changes to this policy
We may update this Refund Policy from time to time. We will update the effective date when changes take effect. Material changes will apply prospectively unless applicable law requires otherwise.
10. Contact
Proxima Core Technologies — email uranus.app.ai@gmail.com.
This Refund Policy is a product-aligned draft and does not replace advice from a qualified lawyer in your jurisdiction.