1. Overview
This Refund Policy outlines the terms and conditions for refunds of MARAI's software solutions and services. By using our services, you agree to this refund policy in addition to our Terms of Service.
2. Subscription Services
2.1 Monthly and Annual Subscriptions
- No Refunds: Monthly and annual subscription fees are non-refundable
- Cancellation: You may cancel your subscription at any time, effective at the end of the current billing period
- No Partial Refunds: We do not provide refunds for unused portions of billing periods
- Service Access: You retain access to services until the end of your paid period
3. Enterprise Services
3.1 Custom Software Development
- Project Cancellation: Cancellation terms are specified in individual project agreements
- Partial Refunds: May be available for incomplete work, subject to project terms
- Change Requests: Significant scope changes may affect refund eligibility
- Quality Issues: Refunds may be provided for work that doesn't meet agreed specifications
3.2 Software Integration Services
- Advance Notice: 48-hour notice required for session cancellations
- No-Show Policy: Missed sessions without notice are non-refundable
- Rescheduling: Free rescheduling with 24-hour notice
4. Refund Eligibility
4.1 When Refunds May Be Provided
- Service Failure: If we are unable to provide the service due to technical issues on our end
- Quality Issues: If delivered work doesn't meet agreed specifications
- Billing Errors: If you were charged incorrectly due to our error
- Legal Requirements: When required by applicable consumer protection laws
4.2 When Refunds Are Not Provided
- Change of mind or business circumstances
- Failure to provide required information or cooperation
- Violation of our Terms of Service
- Services that have been used or consumed
- Custom work that has been delivered and accepted
5. Refund Process
5.1 How to Request a Refund
- Contact us at support@gomarai.com with your request
- Include your account information and reason for refund
- Provide any relevant documentation or evidence
- Allow 5-10 business days for review and response
5.2 Refund Processing
- Timeline: Approved refunds are processed within 5-10 business days
- Method: Refunds are issued to the original payment method
- Notification: You will receive email confirmation when refund is processed
- Bank Processing: Additional time may be required by your bank or card issuer
6. Chargebacks and Disputes
We strongly encourage you to contact us directly before initiating a chargeback or payment dispute. Chargebacks without prior communication may result in:
- Immediate account suspension or termination
- Loss of access to services and data
- Additional fees or penalties
- Difficulty in future service relationships
7. Special Circumstances
7.1 Force Majeure
In cases of force majeure (natural disasters, government actions, etc.), refund policies may be adjusted to account for circumstances beyond our control.
7.2 Regulatory Requirements
Where local consumer protection laws provide additional refund rights, those rights are preserved and may supersede this policy.
8. Contact Information
For refund requests or questions about this policy, contact us at: support@gomarai.com
We aim to respond to all refund requests within 2 business days.