Refund & Return Policy

Introduction

This Refund and Return Policy (the “Policy”) describes how Vy Labs Technologies Private Limited (“Company”, “Synaptic”, “we”, “us” or “our”) handles subscription charges, credit purchases, plan changes, cancellations and refund requests in connection with Canonical and any related websites, applications and services (the “Service”). This Policy forms part of, and should be read together with, our Terms of Service (the “Terms”) and Privacy Policy. Capitalised terms not defined here have the meanings given in the Terms.

By subscribing to a paid plan, purchasing extra credits, or otherwise paying for the Service, you acknowledge that you have read and agree to this Policy.

Scope and General Position

This Policy applies to all paid access to the Service, including monthly subscriptions (Starter, Pro and any successor plans) and purchases of additional pay-as-you-go credits (“Extra Credits”).

The Service is a digital product delivered and consumed online. Access and credits are provisioned to your Account immediately upon successful payment. Accordingly, and to the maximum extent permitted by Applicable Law:

• all Fees are charged on a prepaid basis and are non-refundable once paid;
• partial months, unused credits and unused portions of a plan are not eligible for refund, credit-back or pro-rata return, except as expressly set out in this Policy; and
• cancelling, downgrading or pausing your plan does not entitle you to a refund of previously paid Fees.

Nothing in this Policy limits any non-waivable statutory right you may have under Applicable Law (including, where applicable, consumer protection legislation). Where Applicable Law grants you a right that conflicts with this Policy, Applicable Law will prevail to the extent of the conflict.

Credits: How They Work

Two types of credits

Your Account may hold two categories of credits: (i) “Subscription Credits”, the monthly allowance granted to you under your active monthly subscription (for example, 10,000 credits per month on Starter and 75,000 credits per month on Pro); and (ii) “Extra Credits”, credits you purchase in addition to your monthly allowance (or, on the Pay as you go billing mode, any free starter credits and the credits you top up to use the Service).

Consumption order

When you use the Service, credits are deducted from your Account in the following order: (a) Subscription Credits for the current billing cycle are consumed first, and (b) Extra Credits are consumed only after all Subscription Credits for the current cycle have been exhausted.

Monthly Subscription Credits do not roll over

Any unused Subscription Credits at the end of a billing cycle expire and are forfeited. They do not carry forward to the next billing cycle, are not refundable and have no cash value.

Extra Credits remain available until used

Extra Credits do not expire on the basis of billing cycles and remain in your Account until they are consumed, subject to the provisions below and the section “Termination for Cause and Forfeiture”.

No cash value; non-transferable

Credits (of either type) are a licence to use the Service, not a stored-value or monetary instrument. They cannot be exchanged for cash, transferred between Accounts, combined across Accounts, or sold or assigned to any third party.

Credits consumed are final

Once credits have been consumed by a query, export or other chargeable action, they are treated as used and are not reversible or refundable, including where the results of the query or action do not meet your expectations.

Billing Cycles and Auto-Renewal

Paid subscriptions are billed in advance on a monthly basis. Your billing cycle begins on the date you first subscribe (or, on an upgrade, on the date the upgrade takes effect under “Plan Changes, Cancellations and Credit Treatment”) and renews on the same calendar day of each subsequent month, unless cancelled or changed in accordance with this Policy.

By subscribing, you authorise us (and our payment processors) to automatically charge your designated payment method the applicable Fees on each renewal date, together with applicable taxes.

If a renewal payment fails, we may retry the payment, downgrade your plan, suspend access or terminate your Account, in each case in accordance with the Terms. Service interruptions caused by failed renewals do not qualify for refund or credit-back.

Plan Changes, Cancellations and Credit Treatment

The rules below govern how plan changes take effect and how Subscription Credits and Extra Credits are treated in each case. An overview table is set out at the end of this section for convenience; in case of any inconsistency, the narrative provisions prevail.

Scenario 1: Pay as you go to monthly subscription

If you move from Pay as you go to a monthly subscription (Starter or Pro):

• the upgrade applies immediately upon successful payment;
• you will be charged the full monthly Fee for the selected paid plan, which is non-refundable;
• the full monthly Subscription Credits for the selected plan are granted to your Account immediately; and
• any Extra Credits then held in your Account are preserved and remain available.

Scenario 2: Starter to Pro (upgrade)

If you upgrade from Starter to Pro:

• the upgrade applies immediately upon successful payment;
• your billing cycle is reset and a new billing cycle begins on the date of the upgrade. You will be charged the full Pro monthly Fee on the date of the upgrade, and the next renewal will occur one month from that date. No credit-back or pro-rata refund will be issued for the unused portion of your Starter cycle;
• the full monthly Pro Subscription Credits are granted to your Account;
• any unused Starter Subscription Credits in your Account are expired and replaced by the Pro Subscription Credits on the date of the upgrade; and
• Extra Credits are preserved and remain available.

For clarity, once you have upgraded to Pro, the Fees for the remainder of the cycle are treated as paid in full and are non-refundable, including if you subsequently downgrade or cancel before the next renewal date.

Scenario 3: Pro to Starter (downgrade)

If you downgrade from Pro to Starter:

• the downgrade is scheduled to take effect at the end of your then-current Pro billing cycle;
• you retain Pro access, Pro entitlements and the ability to consume your Pro Subscription Credits until the end of the current cycle;
• any unused Pro Subscription Credits at the end of the current cycle will expire and be forfeited (no refund, credit-back or carry-forward);
• on the next billing cycle start date, you will be charged the Starter monthly Fee and granted the full Starter monthly Subscription Credits; and
• Extra Credits are preserved and remain available.

Scenario 4: Monthly subscription to Pay as you go / cancellation

If you cancel a monthly subscription or move back to Pay as you go:

• the cancellation or downgrade is scheduled to take effect at the end of your then-current billing cycle;
• you retain access to your paid plan (including the ability to consume Subscription Credits for the current cycle) until the end of that cycle;
• any unused Subscription Credits at the end of that cycle will expire and be forfeited;
• no further monthly Fees will be charged after the effective date of cancellation, unless you re-subscribe; and
• Extra Credits are preserved and remain available, provided your Account remains active and has not been terminated for cause.

You may cancel auto-renewal at any time through your Account settings or by writing to support@trycanonical.ai. A cancellation request received after a renewal charge has been processed does not entitle you to a refund of that renewal charge.

Scenario 5: Credit consumption during plan changes

Irrespective of the scenario, credits in your Account are consumed in the order set out above (Subscription Credits first, then Extra Credits). Extra Credits are only drawn down once the current cycle’s Subscription Credits have been exhausted, including during the final days of a plan you have scheduled to cancel or downgrade.

Overview

This table is provided for convenience only; the narrative provisions above control in case of conflict.

Extra Credits (Top-Up Purchases)

Extra Credits are sold in fixed-price bundles displayed on the Service (for example, 1,000 Extra Credits for USD 10 on the Starter plan or USD 8 on the Pro plan). The applicable price and credit amount are those in effect at the time of purchase.

Extra Credits are delivered immediately upon successful payment and are deemed to have been consumed (as a digital product) upon delivery. Accordingly, purchases of Extra Credits are final and non-refundable, except as expressly set out in “Chargebacks and Payment Disputes” or required by Applicable Law.

The per-credit rate applicable to Extra Credits depends on the plan you were on at the time of purchase. Downgrading your plan does not retroactively change the rate or value of Extra Credits already purchased. Extra Credits continue to be consumed on a one-credit-per-chargeable-action basis regardless of your current plan.

Termination for Cause and Forfeiture

If we suspend or terminate your Account for breach of the Terms, fraud, abuse, chargeback behaviour, non-payment or other cause permitted under the Terms or Applicable Law, you will not be entitled to any refund of Fees (including Fees paid for the then-current cycle), and any unused Subscription Credits and Extra Credits in your Account shall be forfeited with immediate effect.

Extra Credits that have been preserved following a downgrade or cancellation remain available only so long as your Account remains active. If your Account is closed (whether by you, by us for cause, or through extended inactivity), any remaining Extra Credits will be forfeited without refund.

If your Account remains inactive for twelve (12) consecutive months with no logins, queries or other chargeable activity, we may close your Account on reasonable prior notice to the email address on file, and any remaining Extra Credits will be forfeited.

Chargebacks and Payment Disputes

We ask that you contact us first at support@trycanonical.ai to resolve any billing question or dispute before initiating a chargeback with your card issuer or bank.

If you initiate a chargeback in respect of a legitimate charge, we reserve the right to (i) dispute the chargeback with supporting documentation; (ii) suspend or terminate your Account and forfeit any credits in it; (iii) recover the charged-back amount together with any fees incurred by us; and (iv) refuse to provide the Service to you in the future.

Changes to this Policy

We may update this Policy from time to time. The updated Policy will be posted on the Service with a revised “Last updated” date. Where changes are material, we will use reasonable efforts to provide additional notice (for example, by email or in-product notification). Changes to this Policy will apply to charges made on or after the effective date of the update. Your continued use of the Service after the effective date constitutes your acceptance of the updated Policy.

Contact Us

If you have any questions about this Policy or a specific charge, please contact us at: