Refund Policy

1. Our position on refunds

All sales of Flight Credits on the Platform are final.

We do not offer refunds for buyer's remorse, change of mind, lack of use, the customer's underlying flight programme being cancelled or delayed, dissatisfaction with the diagnostic findings produced by the Platform, or any other reason that is not an operational error attributable to the Platform itself.

In place of a refund window, Flight Credits do not expire. The value you have paid for sits in your account indefinitely and may be consumed at any time, including months or years after purchase. You are not in a position of losing money paid; the credit remains usable.

Section 2 lists the narrow, defined scenarios in which we will issue a refund. Section 3 lists items that are non-refundable in all circumstances. Sections 4 to 7 describe the procedure and the dispute escalation route.

2. The narrow scenarios in which we issue a refund

We will issue a refund only in the following scenarios, each of which arises from an operational error on our side or on the side of the payment processor.

2.1 Duplicate payment

The same payment was captured twice for the same order — that is, two payment IDs against a single order ID. We will refund the duplicate charge in full once identified, and confirm the refund by email.

2.2 Payment captured but credits not delivered

A successful payment was recorded by Razorpay but the corresponding Flight Credits did not appear in your account within fifteen (15) minutes. In this scenario we will, at your election, either deliver the credits or refund the payment. The default is delivery; we will ask before refunding.

2.3 Service was defective, deficient or not as advertised

Where the Platform did not deliver the Flight Credit's documented output (no 3D render, no PDF report, no Vector AI response) despite your having consumed the credit, the Platform's automated mechanism described in Section 4 returns the credit to your account immediately. Where that automated mechanism failed to fire, write to us under Section 5 and we will manually restore the credit.

This scenario is preserved because it cannot lawfully be excluded by contract. Rule 6(3) of the Consumer Protection (E-Commerce) Rules, 2020 obliges us to refund consideration for a service that is "defective, deficient or spurious, or not of the characteristics or features as advertised". We do not contract out of this obligation and we do not require you to invoke the statutory route to obtain restoration of the credit.

3. What is not refundable

The following are not refundable in any circumstances and are not subject to the operational-error scenarios in Section 2.

1. Flight Credits that have been successfully consumed. A credit is "successfully consumed" when the Platform has produced the documented output for the run — the 3D render is available, the PDF report has been generated, or the Vector AI response has been streamed to you. Subsequent dissatisfaction with the engineering findings, the diagnostic verdict, or the AI's answer does not entitle you to a refund. The output is what we sold, not a particular conclusion about your flight.
2. Flight Credits that remain unused at the time of any refund request, where Section 2 does not apply. Unused credits do not expire and may be consumed at any future time. We will not convert unused credits to a cash refund on demand.
3. Discounted, promotional or referral-bonus credits. Credits added through a promotional code or the referral programme were not paid for in cash and are not refundable in cash.
4. Founding Pilot complimentary credits issued during the closed cohort window.
5. Enterprise subscription fees, except as proration is expressly provided in the Order Form between us and the Enterprise customer.

For the avoidance of doubt: closing your account does not entitle you to a refund of unused credits. We recommend that you consume the credits before closing the account, since the credit balance is extinguished by the deletion cascade described in the Privacy Policy.

4. Automated refund mechanisms inside the Platform

The Platform handles three operational scenarios automatically without your needing to ask.

1. Failed queue write after token deduction. If the upload was accepted, a credit was deducted, but the analysis queue write subsequently failed, the Platform credits the token back within seconds. The failure is logged and the credit ledger is restored.
2. Vector AI chat with no delivered response. Each Vector AI query carries a 0.1 Flight Credit pre-charge. If the underlying language-model call fails before any answer content is streamed to you — for example, an upstream provider error or a network interruption that yields zero response tokens — the Platform refunds the 0.1 credit back to your balance automatically. If you received any answer content before the failure, no refund is issued because the documented output was delivered, even partially.
3. Razorpay refund webhook reconciliation. Where a refund is issued through Razorpay — including in the rare scenarios in Section 2 — the Platform records the refund as a negative entry in your payment history, debits the corresponding Flight Credits to keep the credit ledger consistent, attaches a credit-note pointer to the original invoice, and marks the order as refunded.

These mechanisms run in production and are documented internally under change control.

5. How to raise a refund request

Send your request from the email address registered on the account to hello@loghat.app with the subject line "Refund — [Order ID]". Include:

• The Razorpay Order ID and the Payment ID, both visible on the receipt email and on the invoice PDF.
• The reason for the refund, mapped to one of the scenarios in Section 2 where possible.
• The date and approximate time of the payment.

We will acknowledge your request within twenty-four (24) hours during working days. We will communicate a decision within five (5) working days. Where a refund is approved, Razorpay releases the funds to the original payment instrument within five (5) to seven (7) working days; the appearance of the credit in your bank or card statement depends on your issuing bank or card network.

For business customers, the GST treatment of an approved refund is handled by a credit note attached to the original invoice in accordance with section 34 of the CGST Act, 2017.

6. Chargebacks

If you initiate a chargeback through your card issuer or bank without first contacting us under Section 5, we will:

1. Treat the chargeback as a refund request and, where Section 2 applies, accept it without contest;
2. Where Section 2 does not apply, contest the chargeback with evidence of the successful service delivery (the rendered output, the credit ledger entry, the timestamped log of the user action);
3. Debit the corresponding Flight Credits from the account on receipt of the chargeback notice, irrespective of the outcome, to keep the credit ledger consistent;
4. Suspend the account for the duration of the chargeback investigation if our risk team identifies repeated or coordinated chargeback activity.

A chargeback initiated outside the Section 2 grounds is a contractual breach. Most disputes resolve more quickly and more constructively through the route in Section 5 than through the card network.

7. Dispute escalation

If you are dissatisfied with our refund decision:

1. Write to the Grievance Officer at hello@loghat.app (subject line: "Attn: Grievance Officer") with the case reference. The Grievance Officer will acknowledge within 24 hours and decide within 15 days, in accordance with IT Rules 2021 Rule 3(2)(c).
2. If the dispute remains unresolved, you may approach the appropriate consumer dispute redressal forum under the Consumer Protection Act, 2019. For purchases in India, the District Commission for your place of residence has pecuniary jurisdiction up to one crore rupees.
3. For payment-instrument disputes, you may also approach the RBI Ombudsman under the Reserve Bank — Integrated Ombudsman Scheme, 2021.

8. Changes to this Policy

We will notify you of a material change to this Policy by email at least 14 days before it takes effect. A refund request is handled under the version of the Policy that was in force on the date the underlying payment was captured.