Refund & Cancellation Policy
Version 2026-09-06b · Orientrix Pvt. Ltd.
The short version
Credit purchases are final. There are no refunds and no cancellations. Credits are a digital service delivered to your account immediately on payment. Please check the quantity and the amount on the proforma invoice before you pay.
Credits expire. Unless stated otherwise in a signed agreement, credits expire 365 days after the purchase that added them. For an institution on a pilot, credits expire 45 days after purchase. The expiry date is fixed at the moment of purchase and is shown to your administrator on the Billing page, along with how many credits lapse next and when.
What you are buying
Evaluation credits are a prepaid balance held by your institution. One credit is consumed when a unit of work is performed — for example when an answer sheet is evaluated, a question paper is generated, or a mock test attempt is graded. Credits are consumed by the institution's pool, not by an individual user.
Credits are a digital service delivered immediately on payment. There is nothing to ship, and no delivery window applies.
No refunds
Once a payment is completed and credits are added to your account, the purchase is final. This applies to consumed credits and to unconsumed credits alike, and it applies whether or not the credits are used before they expire.
Refunds are also not available on the basis of dissatisfaction with marks, feedback or rubrics produced by the system. AI-assisted evaluation is advisory and subject to review by your institution, as set out in the Terms of Service; the marks published to students are your institution's decision. Where output quality is genuinely wrong we would rather fix it — tell us what happened and we will investigate.
No cancellation
A credit top-up is a one-time purchase that completes at the moment of payment. There is no subscription to cancel and no renewal to stop — you are never charged again unless you choose to buy again — and a completed purchase cannot be cancelled or reversed.
You may stop using the service at any time. An institution that discontinues may request deletion of its data under our Privacy Policy. Deleting data does not refund or extend unused credits.
Credits returned for failed work
This is not a refund and is not affected by the above. If a run fails for a technical reason on our side, the credits for that run are returned to your credit pool automatically, without you asking. No money changes hands: you are simply not charged credits for work that did not happen. If that does not happen, tell us and we will correct it.
Duplicate or erroneous charges. If your card or account was charged twice for the same order, or charged for an order that never credited your account, that is a payment error rather than a purchase, and we will put it right. Quote the payment ID shown on your receipt.
Expiry, in detail
Credits are consumed oldest first. That is deliberate and is the arrangement most favourable to you: it means the credits closest to expiring are always the ones being spent, so the fewest possible lapse.
Expiry is applied by a scheduled process and is recorded against your account, so your administrator can see exactly which purchase lapsed, how many credits it held and on what date. Expired credits are not refunded and cannot be reinstated.
Changing your institution's pilot status never changes the expiry date of credits you have already bought, in either direction. The window is fixed at purchase.
Taxes
Prices are exclusive of GST, which is added at the applicable rate and shown separately on your proforma invoice before you pay and on your tax invoice after. Because purchases are final, no credit note is issued against a completed order.
Chargebacks
If something has gone wrong, please contact us before raising a chargeback with your bank. A chargeback freezes the disputed amount for weeks and we can usually resolve the underlying problem in a day. We will always provide the invoice, the payment reference and the record of what the credits were used for.
Precedence and changes
Where this policy and the “Payments & Refunds” summary in our Terms of Service differ, this policy governs.
We may update this policy. The version in force for a purchase is the version you accepted at the time of that purchase, which is recorded with the order; a later change does not apply retrospectively to credits you have already bought.
Contact
Orientrix Pvt. Ltd., Hyderabad, Telangana, India.