Refund & Cancellation Policy

1. Introduction

At LoQal AI, we are committed to building trust by ensuring transparency in every client relationship. This Refund & Cancellation Policy applies to all digital, physical, and hybrid (phygital) solutions provided through the LoQal AI ecosystem. These include our AI-driven Business OS, Expansion Intelligence, operational modules, communication hubs, POS hardware, onboarding services, and consulting.

This policy aligns with global best practices and ensures compliance with local and international payment, consumer, and data protection laws.

2. Scope of Application

This policy governs refunds and cancellations for:

• Digital Services & Subscriptions: AI platforms, SaaS modules, generative AI, dashboards, APIs, campaign automation.
• Physical & Phygital Products: POS hardware, IoT devices, signage, vendor materials.
• Consulting & Transactional Services: Training, onboarding, property/vendor marketplace services, expansion analytics.
• Third-Party Integrations: APIs, SMS/voice credits, or external gateways used within the LoQal AI system.

3. Cancellation Rules

• Subscriptions: May be cancelled anytime via the customer portal or by written request at least 7 days before the next billing cycle.
• Physical Orders: Cancellations are accepted before shipment. Once dispatched, returns must follow Section 6 (Returns).
• Custom Engagements: Consulting, custom branding, or development work cannot be cancelled once initiated.

4. Refund Eligibility

Refunds may be approved under the following conditions:

• Subscription Services: Refund requests within 30 days of activation. Annual subscriptions may be prorated.
• Technical Issues: If services are inaccessible or defective due to LoQal AI fault, and cannot be resolved within 15 days.
• Duplicate Payments: Full refund upon verification.
• Physical/Phygital Goods: Refunds accepted within 45 days of delivery if unused, undamaged, and in original packaging.
• Incorrect or Defective Products: Eligible for full replacement or refund.

Non-Refundable:

• One-time digital content (AI generative outputs, reports, branding assets) once delivered.
• Data/SMS/API usage charges.
• Custom development, configuration, or onboarding services after initiation.

5. Refund Process & Timelines

1. Submit a refund request to info@loqal.ai with:
   • Transaction ID/order details.
   • Product/service purchased.
   • Reason for refund.
   • Evidence (e.g., screenshots, defect photos).
2. Response within 5 business days.
3. Approved refunds processed within 10–15 business days, excluding delays due to banking, holidays, or force majeure.

6. Returns of Physical/Phygital Goods

• Items must be returned in original packaging with proof of purchase.
• Shipping fees are customer’s responsibility unless item is defective.
• Refunds/replacements processed upon inspection.

7. Payment Methods & Third-Party Gateways

• Refunds are credited back via the original payment method.
• Currency conversion or transaction charges from third parties may not be reimbursed.
• Purchases through app stores, resellers, or external gateways are bound by their refund policies.

8. Data Security & Compliance

Refunds will not compromise data integrity. Customer data will be securely deleted or anonymized in line with GDPR, Indian IT Act, and global standards upon cancellation.

9. Force Majeure & Exceptions

Refund commitments may be impacted by events outside our control (natural disasters, regulatory restrictions, network failures). In such cases, partial or discretionary refunds may be provided.

10. Updates to Policy

LoQal AI reserves the right to modify this policy as our ecosystem evolves. Clients will be notified of material updates, and the revised policy will carry a new Effective Date.

11. Contact Information