Terms & Refunds

//Scope

This policy applies to the scan minute packs (detection units) you purchase on VIDENSICS and to the pay-as-you-go detection service. Detection is billed by actual usage; purchased units expire as stated at the time of purchase. This policy applies alongside the payment channel's (PayPal) rules. In case of a dispute, we are committed to resolving it first under this policy.

//Technical failures: automatic full refund of units

When a detection fails due to a failure on our side, the units charged (including frozen units) for that run are automatically refunded to your account in full — no request needed. Failures on our side include: internal server errors, detection queue anomalies, deep-analysis or preprocessing timeouts, and detection provider outages.

• ✓Refunded units are immediately available; the corresponding entry appears in your workspace credit history.
• ✓The failure reason and refund amount are written to an auditable system record.
• ✓Unit refunds and cash refunds are independent: an automatic unit refund does not imply any cash refund.

//Failures caused by the file itself

If a failure is caused by the file itself (for example a corrupted file, an unsupported format, or content outside the limits), the units charged are refunded automatically as well. We do not assign blame between "our system" and "your file" — both cases receive the same unit treatment. File-related failures do not affect your ability to re-submit after preparing the file again.

//Cash refunds

For unused purchased units remaining in your account, you may request a proportional cash refund: the refund amount is calculated by the share of unused units in the purchase. If the service stays continuously unavailable for more than 24 hours so that units cannot be used, the unused portion is eligible for a full cash refund. Cash refunds are returned to the original payment method (PayPal); arrival times follow the payment channel.

• ✓Cash refunds are calculated per purchase order and prorated for any units already used.
• ✓Once a cash refund is processed, the remaining units of that order are revoked.
• ✓Cash refunds are handled manually after review — please contact us via the email below.

//Completed analyses are non-refundable

Detections that completed successfully and delivered a report are not eligible for cash refunds: the digital service is delivered immediately upon completion and incurs compute costs. If you dispute the accuracy of a specific result, you may request a manual review: we will re-examine it and explain the conclusion. A manual review does not change the "completed analyses are non-refundable" rule, but systematic misjudgments are fed back into our quality improvements.

//Disputes

If you disagree with a charge or a refund decision, please contact us first at support@vidensics.com with your order number or an analysis link. We commit to prioritizing refund-related requests. Opening a payment-channel dispute (such as a PayPal dispute or card chargeback) first significantly lengthens the resolution time and does not help us solve your problem faster.