Refund and cancellation policy

01Credits and prices

• On individual accounts, 1 credit = ₹1. The price includes GST, so paying ₹100 gives you 100 credits.
• Each platform uses credits at its own rate, only while you have it open. SAMAR uses 1 credit per minute.
• Individual accounts buy at least 30 credits at a time. Institutes buy at least 10,000 credits, priced by the location of the data centre that hosts their containers. See Pricing.

02When an analysis fails

If an analysis stops or gives no result because of a problem with our platform, such as a fault in our software or containers, we refund the credits that run used.

Every Lavaka platform has a Send bug report option. A bug report (telemetry) contains technical details of the failed run, such as error messages, timings and the platform version. It does not contain your research data, and it is never sent to any AI model. Sending it is your choice. We need it, with your screenshots, to find and confirm the fault.

03How to ask for a refund

1. Use Send bug report, which is present in the platform, after the failed run.
2. Take screenshots that show the problem, such as the error message.
3. Write to support@lavaka.net from the email on your account, with the date and time of the run and your screenshots.

We check the report. If the fault was ours, we refund the credits the failed run used and tell you. If it was not, we explain what went wrong so you can run it again.

04What is not refunded

• Credits you have not used, or no longer want.
• Runs that failed because of the data you uploaded, such as a wrong file format or missing values, or because of your own internet connection or device.
• Runs you stopped yourself, and minutes already used successfully.
• Results you did not download before they were deleted.
• Free credits, and credits that have expired.
• Requests without a bug report or screenshots, because we cannot confirm the fault.

05Payment errors

Payment mistakes are always put right, whatever the reason:

• If money left your account but no credits arrived, we add the credits or refund the payment.
• If you were charged twice for one recharge, we refund the extra payment.
• If a payment failed, your bank or the payment gateway usually returns the money on its own. If it does not, write to us with the payment details.

06Institutes

Once an institute has purchased credits, they are not refundable. They expire 12 months after they are added, like all credits. Plans that are not credit-based, such as unlimited use or access to several platforms, follow the institute's agreement with Lavaka.

07Credit expiry

• All credits expire 12 months after they are added to a balance. This applies to individuals and institutes, and to paid and free credits.
• Each recharge has its own 12 months. We always use your oldest credits first.
• Your account page shows when your credits expire. Expired credits cannot be restored or refunded.

08Cancelling and closing

Lavaka has no subscriptions, so there is nothing to cancel. You pay only when you recharge, and you can stop using Lavaka at any time. If you close your account, any remaining credits are not refunded.

09How refunds are paid

Money refunds go back to the payment method you used, such as your card, UPI or bank account. We start a refund within 7 working days of approving it. Your bank may take a few more days to show it.

10Contact

Questions about refunds or payments? Write to LAVAKA LLP at support@lavaka.net.