Refund Policy

1. Overview

At InnoStar AI Insight Limited, we strive to ensure customer satisfaction. This Refund Policy outlines our practices regarding refunds for our services.

2. SaaS Subscription Services

30-Day Money-Back Guarantee

For our SaaS subscription plans (Starter and Pro Team):

• We offer a 30-day money-back guarantee from the date of your initial purchase
• To request a refund within this period, contact support@InnoStarAI.com
• Refunds will be processed within 5-10 business days

After 30 Days

• Subscription fees are non-refundable after the 30-day guarantee period
• You may cancel your subscription at any time to prevent future charges
• Cancellation takes effect at the end of the current billing cycle
• No partial refunds for unused portions of the billing period

3. Enterprise Custom Solutions

For enterprise custom development and consulting services:

• Refund eligibility is determined on a project-by-project basis
• Governed by the specific terms outlined in the service contract
• Refund requests must be submitted in writing to support@InnoStarAI.com
• Refunds, if approved, will be processed according to contract terms

4. One-Time Purchases

For one-time AI credits or services:

• Refunds available within 14 days of purchase if credits are unused
• Once credits are used, they are non-refundable
• Contact support@InnoStarAI.com for refund requests

5. Refund Process

To request a refund:

1. Email support@InnoStarAI.com with your account details
2. Include your order number and reason for the refund request
3. Our team will review your request within 2 business days
4. Approved refunds will be processed to the original payment method

6. Non-Refundable Items

The following are non-refundable:

• Subscription fees after the 30-day guarantee period
• Used AI credits or services
• Custom development work that has been delivered
• Third-party services or integrations

7. Chargebacks

If you file a chargeback with your credit card company or payment provider:

• Your account will be immediately suspended
• You will be required to resolve the chargeback before service is restored
• Fraudulent chargebacks may result in permanent account termination

8. Service Interruptions

If we experience extended service outages (beyond our SLA):

• You may be eligible for service credits
• Service credits will be applied to your next billing cycle
• Credits are issued at our discretion based on the severity of the outage

9. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Continued use of our services constitutes acceptance of the modified policy.

10. Contact Information

For refund requests or questions about this policy, please contact:

• Email: support@InnoStarAI.com
• Subject Line: "Refund Request - [Your Account Email]"

11. Governing Law

This Refund Policy is governed by the laws of Hong Kong SAR.

12. Exceptions

We reserve the right to make exceptions to this policy on a case-by-case basis, particularly in cases of:

• Technical issues preventing service usage
• Billing errors
• Duplicate charges