This policy covers credit purchases made on Marg AI from [LEGAL_ENTITY_NAME], GSTIN [GSTIN], place of supply [STATE_OF_REGISTRATION], paid through Razorpay.
Credits are not refundable. A credit is spent the moment an assessment or chat session starts, not when it finishes. Leaving a session unfinished does not return the credit, and starting the assessment again spends another credit. Once a credit has been spent it is not refundable in any circumstances.
Exception — we took the payment but you never got the credits. If your payment was captured by the payment gateway and the credits were never added to your balance, and our automatic retry did not correct it, we refund that payment in full. Write to support@legosapien.com with the payment reference and we will confirm what happened.
If a payment is refunded at the payment gateway. If a payment for credits is refunded in full at the gateway — for example a card chargeback, or a refund our support team issues there — any credits from that purchase that you have not yet spent are automatically removed from your balance. Credits you have already spent are never reversed. A purchase whose credits are only partly spent is not handled automatically; we will contact you and settle it case by case.
LAWYER-CONFIRM: whether this gateway-clawback clause is enforceable as written — that is, whether we may automatically remove unspent credits from a user's balance when a payment is refunded at the gateway, and how a partly-spent purchase should be settled. Confirm too how GST already charged on that purchase is treated when the gateway reverses it.
Credits are delivered to your balance immediately on payment, so there is no cancellation window after a purchase.
LAWYER-CONFIRM: whether any statutory cooling-off or cancellation right applies to a purchase of digital credits delivered immediately, and if so what the wording of this section must be.
An approved refund goes back to the original payment method through Razorpay within [REFUND_PROCESSING_DAYS] working days.
LAWYER-CONFIRM: the GST treatment of an approved refund — whether a credit note must be issued, whether the GST component is refunded with the principal, and what the invoice trail must show.
Write to support@legosapien.com with the payment reference from your receipt, the email address on the account and the date of the payment. We aim to respond within a few working days and will tell you what happens next.
If you are not satisfied with how a refund request was handled, write to support@legosapien.com first. If the matter is not resolved, you may escalate to the grievance officer named in our Privacy Policy.