Skip to main content Skip to footer

Refund Policy

Last updated: October 1, 2025

This policy outlines the refund procedures for our two customer segments: Monthly Subscription Customers and Enterprise Customers.

1. Refund Policy for Monthly Subscription Customers

This section applies to customers paying a recurring monthly fee for services (audio description script and audio files in selected languages).

  • General Rule: We do not automatically issue refunds or prorate unused time upon cancellation. If you cancel your monthly subscription, your service will remain active until the end of the current billing cycle.
  • Discretionary Refunds: If you haven’t used your account in months, or if you just started a new billing cycle and immediately cancelled, please contact us. We review these cases individually and aim to provide a fair, discretionary refund for unused service time.

2. Refund Policy for Enterprise Customers

This section applies to customers operating under a separate, bespoke Enterprise contract.

  • Contract Governed: All payment terms, service level agreements (SLAs), cancellation terms, and refund eligibility for Enterprise Customers are exclusively governed by the signed Master Service Agreement (MSA) or specific Statement of Work (SOW) executed between Visonic AI and the Enterprise Customer.
  • No Policy Override: The terms outlined in this general policy document (Sections 1, 3, and 4) do not supersede the specific financial and legal clauses of a signed Enterprise contract.

3. How to Request a Refund

To request a refund under Section 1 (Subscription Customers), please follow these steps:

  1. Send an email to support@visonicai.com from the email address associated with your account.
  2. Include the subject line: “Refund Request - [Your Account/Company Name].”
  3. Clearly explain the reason for the refund request and the date of the charge you wish to dispute.

4. Processing Time

Once a refund is approved by our billing department, the refund will be processed immediately. It typically takes 10-15 business days for the funds to be credited back to your original method of payment, depending on your bank or credit card company.