This Refund Policy sets out the procedure for subscription cancellation, payment refunds and handling of user requests regarding payment for service access.
1. General Provisions
The service is a digital service/digital content provided remotely via the Internet. After placing an order, the user receives access to the service functionality immediately or within the period defined by the plan or individual proposal.
Cancellation of the subscription stops future automatic charges but does not by itself void the already provided or activated access period.
2. When Refunds Are Possible
Refunds may be made in full or in part in the following cases:
- a duplicate or erroneous charge was made;
- funds were charged after timely subscription cancellation due to the provider's or payment integration's fault;
- the user was not provided access to the service for reasons entirely on the provider's side, and the issue was not resolved within a reasonable time after the request;
- a technical error occurred during payment, as a result of which the user paid but did not receive the corresponding scope of access;
- another case expressly provided for by mandatory provisions of applicable law.
3. When Refunds Are Generally Not Made
- if the user received access to the digital service and began using it after explicit confirmation of the start of provision of such service;
- if the reason for the request is a change of plans, mistaken expectation of a feature not stated in the plan, or non-use of the service by the user;
- if the issue is related to the user's equipment, network, incorrect camera configuration, edge recognition, integrations or access not controlled by the provider;
- if individual recognition inaccuracies are due to filming conditions, video stream quality, license plate soiling, weather, lighting or other external factors, in the absence of proven critical service malfunction on the provider's side.
The above list does not limit user rights that are mandatorily guaranteed by law.
4. Specifics for Ukraine and EU
For users from Ukraine, the rules on electronic contracts, digital content/digital services and other mandatory provisions of Ukrainian law apply.
For EU consumers, digital content or a digital service may not be subject to the standard right of withdrawal after the start of service provision, if the user expressly agreed to immediate commencement before the start of provision and confirmed understanding that they may thereby lose the right of withdrawal within the limits permitted by EU law.
5. Partial Refund
In cases where permitted by law or expressly agreed by the provider, a partial refund proportionate to the undelivered period or undelivered scope of the digital service may apply.
6. How to Submit a Request
To have a refund request considered, the user must send a request to office@aipeeper.com with the email subject Refund request and provide, where possible, the following information:
- account email or company name;
- payment date, amount and currency;
- transaction ID, invoice ID or other payment identifier;
- brief description of the reason for the request;
- screenshots, logs or other evidence of the issue, if available.
7. Review Timeframes
- initial confirmation of receipt of the request — within a reasonable time, usually within 3 business days;
- final decision — after verification of circumstances and, if necessary, obtaining additional data, usually within 10 business days;
- if a refund is approved, the actual crediting time depends on the payment provider, bank and payment method and is usually up to 14 calendar days, unless a different period is set by the payment system rules.
8. Method of Refund
Refunds are generally made by the same payment method used for the initial payment, unless otherwise required by law, payment system rules or objectively impossible.
9. Abuse
The provider has the right to refuse to satisfy a request if it detects signs of fraud, intentional abuse of refund rules, payment manipulation or provision of false information, if such refusal does not contradict mandatory legal provisions.
10. Chargeback and Disputes
Before initiating a chargeback, it is recommended to contact the provider directly to try to resolve the situation. Filing a groundless chargeback may be taken into account when assessing further service and fraud risks.
11. Changes to the Policy
We may update this Policy. A new version takes effect from the moment of its publication on the site, unless otherwise expressly specified.
12. Contact
For all matters regarding payments, invoices and refunds, contact: office@aipeeper.com.