Refund Policy

Our commitment to fair, transparent, and customer-centric refund processes

Effective Date: August 2025

Last Reviewed: September 2025

1. Introduction and Commitment

At Claimpal, we are dedicated to revolutionizing how individuals and businesses interact with complex documents through our advanced AI-powered document intelligence platform. We understand that investing in document processing solutions is a significant decision for our customers, and we stand behind the quality and reliability of our services.

This comprehensive refund policy has been carefully crafted to ensure transparency, fairness, and mutual understanding between Claimpal and our valued customers. We believe in building long-term relationships based on trust, and this policy reflects our commitment to customer satisfaction while maintaining sustainable business practices.

Our refund policy applies to all Claimpal services, including our personal document analysis tools, business intelligence solutions, and enterprise-grade document processing systems. All transactions are securely processed through our trusted payment partner, Paystack, ensuring the highest standards of payment security and compliance with regional financial regulations.

2. Our Service Guarantee

We are confident in the value and quality of our document intelligence services. Our platform leverages cutting-edge artificial intelligence and machine learning technologies to deliver accurate, efficient, and meaningful document analysis. We continuously invest in improving our algorithms, expanding our capabilities, and enhancing user experience based on customer feedback and technological advancements.

Despite our commitment to excellence, we recognize that there may be instances where our services do not fully meet your specific requirements or expectations. In such cases, we have established clear guidelines and procedures to ensure that legitimate refund requests are handled promptly, fairly, and professionally.

3. Comprehensive Eligibility Criteria

To maintain fairness and transparency, we have established specific criteria for refund eligibility. You may qualify for a refund under the following circumstances:

3.1 Service Delivery Issues

  • Non-delivery of Services: If purchased services are not delivered within the specified timeframe due to issues on our end
  • Service Discrepancies: When delivered services significantly differ from the descriptions provided at the time of purchase
  • Feature Unavailability: If advertised features are not available or functional as described in our service documentation
  • Quality Concerns: When document processing results consistently fall below our published accuracy standards

3.2 Technical and System Issues

  • Platform Accessibility: Persistent technical issues preventing access to purchased services for more than 24 consecutive hours
  • Data Processing Errors: System errors resulting in loss or corruption of processed documents
  • Integration Failures: Documented failures in API integrations or third-party connections that cannot be resolved within reasonable timeframes
  • Performance Issues: Consistent performance below our published service level agreements (SLAs)

3.3 Billing and Payment Issues

  • Duplicate Charges: Multiple charges for the same service or subscription period
  • Unauthorized Charges: Charges made without proper authorization or after cancellation confirmation
  • Pricing Errors: Charges that exceed the advertised or agreed-upon pricing at the time of purchase
  • Currency Conversion Issues: Significant discrepancies in currency conversion beyond standard exchange rate fluctuations

3.4 Trial and Subscription Considerations

  • Trial Period Cancellations: Full refund for cancellations made within the designated trial period
  • First-Time Subscribers: Special consideration for first-time subscribers experiencing unexpected service limitations
  • Upgrade/Downgrade Issues: Refunds for incorrect billing during plan transitions
  • Auto-Renewal Disputes: Consideration for auto-renewal charges when cancellation was attempted but not properly processed

4. Non-Refundable Items and Exclusions

To maintain operational sustainability and fairness to all customers, certain items and circumstances are excluded from our refund policy:

4.1 Consumed Services

  • Fully Utilized Services: Services that have been completely consumed or where the primary value has been delivered
  • Downloaded Content: Any reports, analyses, or processed documents that have been successfully downloaded
  • API Calls: Consumed API calls or processing credits that have been successfully executed
  • Completed Batch Processing: Bulk document processing jobs that have been completed and delivered

4.2 Time-Based Exclusions

  • Extended Usage Period: Services used for more than 30 days from the purchase date
  • Delayed Requests: Refund requests submitted beyond our specified timeframes without valid justification
  • Historical Subscriptions: Previous subscription periods that have already been fully utilized

4.3 Third-Party and Processing Fees

  • Payment Processing Fees: Transaction fees charged by Paystack or other payment processors
  • Currency Conversion Fees: Fees associated with international transactions and currency conversions
  • Banking Charges: Any fees imposed by financial institutions during the transaction process

5. Detailed Refund Request Process

We have streamlined our refund request process to ensure efficiency while maintaining necessary verification procedures. Follow these steps to submit a refund request:

5.1 Initial Request Submission

  1. Contact Our Support Team: Email hello@claimpal.ai within 30 days of your purchase date
  2. Subject Line Format: Use "Refund Request - [Your Transaction Reference]" for faster processing
  3. Required Information: Include your account email, transaction reference number, purchase date, and amount
  4. Detailed Explanation: Provide a clear description of the issue and why you believe a refund is warranted
  5. Supporting Documentation: Attach any relevant screenshots, error messages, or correspondence

5.2 Review and Verification Process

Once we receive your refund request:

  1. Acknowledgment: You will receive an automated confirmation within 2 hours during business hours
  2. Case Assignment: A support specialist will be assigned to review your case
  3. Investigation: We will investigate the issue, which may include reviewing system logs and usage data
  4. Additional Information: We may contact you if additional information is required
  5. Decision Timeline: A decision will be made within 24-48 business hours

6. Processing Timelines and Expectations

Understanding refund processing timelines helps set appropriate expectations. Our refund process involves multiple stages:

6.1 Internal Processing

  • Request Review: 24-48 hours for initial review and decision
  • Approval Processing: 1-2 business days for approved refunds to be initiated
  • System Updates: Immediate update of your account status and access permissions

6.2 Payment Provider Processing

  • Paystack Processing: 1-3 business days for Paystack to process the refund
  • Bank Processing: 3-10 business days for funds to appear in your account
  • International Transfers: May take up to 15 business days for international refunds
  • Notification: Automated confirmation emails from both Claimpal and Paystack

6.3 Tracking Your Refund

  • Refund Reference Number (RRN): Provided for tracking with your bank
  • Status Updates: Email notifications at each stage of the process
  • Support Access: Ability to check status by contacting our support team

7. Partial Refunds and Pro-Rated Calculations

In certain situations, partial refunds may be more appropriate than full refunds. We calculate partial refunds fairly based on usage and time:

7.1 Calculation Methods

  • Time-Based Pro-Rating: For subscriptions, calculated based on unused days in the billing period
  • Usage-Based Calculation: For credit-based services, calculated on unused credits or processing quota
  • Feature-Specific Adjustments: When specific features are unavailable, proportional to the affected features' value
  • Service Level Credits: Calculated based on our SLA breach severity and duration

7.2 Common Partial Refund Scenarios

  • Mid-Cycle Cancellations: Pro-rated refund for unused portion of annual subscriptions
  • Service Degradation: Partial refund when services operate below promised performance levels
  • Feature Limitations: Refund for specific features that were unavailable during the subscription period
  • Bulk Purchase Adjustments: Partial refunds for unused portions of bulk credit purchases

8. Special Considerations and Exceptions

8.1 Educational and Non-Profit Organizations

We recognize the unique needs of educational institutions and registered non-profit organizations. Special refund considerations may apply, including extended refund windows and flexible terms for bulk purchases. Please contact our support team to discuss specific arrangements.

8.2 Enterprise Customers

Enterprise customers with custom service agreements may have different refund terms as specified in their individual contracts. These agreements supersede the general refund policy where applicable. Enterprise customers should refer to their service level agreements and contact their dedicated account manager for refund-related matters.

8.3 Promotional and Discounted Services

Services purchased under promotional offers, seasonal discounts, or special campaigns may have modified refund terms. These terms are clearly stated at the time of purchase. Generally, heavily discounted services may have stricter refund limitations to prevent abuse of promotional pricing.

9. Chargebacks and Dispute Resolution

While we prefer to resolve refund matters directly with our customers, we understand that chargebacks may sometimes occur. Here's our approach to handling chargebacks and disputes:

9.1 Before Initiating a Chargeback

We strongly encourage customers to contact us directly before initiating a chargeback:

  • Faster Resolution: Direct communication typically resolves issues more quickly than the chargeback process
  • Maintained Access: Avoiding immediate account suspension that may occur with chargebacks
  • Flexible Solutions: Ability to explore alternatives such as service credits or extended access
  • Relationship Preservation: Maintaining good standing for future service needs

9.2 Chargeback Consequences

Initiating a chargeback may result in:

  • Account Suspension: Immediate suspension of all services pending investigation
  • Data Access: Restricted access to processed documents and account data
  • Additional Fees: Potential chargeback fees as per Paystack's policies
  • Future Service Restrictions: Possible limitations on future service purchases

9.3 Dispute Escalation Process

If you're unsatisfied with our initial refund decision:

  1. Request Review: Email lindi@claimpal.ai with "Refund Dispute - [Case Number]" in the subject line
  2. Provide Additional Context: Include any new information or circumstances not previously considered
  3. Management Review: Your case will be reviewed by senior management within 3 business days
  4. Final Decision: You will receive a detailed explanation of the final decision
  5. External Mediation: Information about third-party mediation options if needed

10. Currency and International Considerations

As a global service provider, we handle transactions in multiple currencies. Understanding how international refunds work helps set appropriate expectations:

10.1 Currency Handling

  • Refund Currency: Refunds are processed in the original transaction currency
  • Exchange Rate Fluctuations: We are not responsible for exchange rate changes between purchase and refund dates
  • Conversion Fees: Banks may charge additional fees for currency conversion
  • Regional Variations: Processing times may vary based on regional banking systems

10.2 Regional Compliance

We comply with regional consumer protection laws and regulations. Customers in certain jurisdictions may have additional rights under local laws, which we respect and honor. This includes but is not limited to cooling-off periods, statutory warranty rights, and specific disclosure requirements.

11. Data Handling Post-Refund

Your data privacy and security remain paramount even after a refund. Here's how we handle your information:

11.1 Data Retention

  • Account Information: Basic account details retained for legal and tax purposes
  • Transaction Records: Payment and refund records maintained as required by financial regulations
  • Processed Documents: User-uploaded documents deleted within 30 days of refund confirmation
  • Usage Data: Anonymized usage statistics may be retained for service improvement

11.2 Data Export Options

Before your refund is processed, you have the option to export your data. We provide a 7-day grace period after refund approval to download any processed documents or analyses. After this period, access to the platform is terminated, and data deletion procedures begin.

12. Preventing Refund Requests

We believe the best refund policy is one that's rarely needed. Here's how we work to prevent refund situations:

12.1 Clear Service Communication

  • Detailed Descriptions: Comprehensive service descriptions and capability documentation
  • Demo Access: Free trials and demonstrations for potential customers
  • Transparent Pricing: Clear pricing structures with no hidden fees
  • Regular Updates: Proactive communication about service changes or limitations

12.2 Customer Support Excellence

  • Onboarding Assistance: Comprehensive onboarding to ensure successful service adoption
  • Technical Support: Responsive technical support to resolve issues quickly
  • Educational Resources: Extensive documentation, tutorials, and best practices
  • Feedback Integration: Regular incorporation of customer feedback into service improvements

13. Contact Information and Support Channels

We provide multiple channels for refund-related inquiries and support:

13.1 Primary Support Channel

  • Email: hello@claimpal.ai
  • Response Time: Within 24 hours during business days
  • Business Hours: Monday-Friday, 9:00 AM - 6:00 PM SAST
  • Holiday Schedule: Limited support during South African public holidays

13.2 Escalation Channel

  • Dispute Email: lindi@claimpal.ai
  • Response Time: Within 48-72 hours
  • Purpose: Escalated refund disputes and complex cases

13.3 Self-Service Resources

  • Help Center: Comprehensive FAQs and troubleshooting guides
  • Account Dashboard: View transaction history and download receipts
  • Status Page: Real-time service status and maintenance notifications

14. Policy Updates and Modifications

This refund policy is a living document that may be updated to reflect changes in our services, legal requirements, or business practices. We are committed to maintaining transparency in any policy changes:

14.1 Notification Process

  • Advance Notice: Minimum 30 days notice for significant changes via email
  • Website Updates: Policy updates posted on our website with revision dates
  • Grandfathering: Existing customers may be grandfathered under previous terms for active subscriptions
  • Acceptance: Continued use of services after notification constitutes acceptance of updated terms

14.2 Version Control

We maintain a version history of our refund policy. Previous versions can be requested for reference by contacting our support team. Each version is dated and archived for transparency and legal compliance.

15. Legal Framework and Compliance

This refund policy operates within the framework of applicable laws and regulations:

15.1 Governing Law

This policy is governed by the laws of South Africa, where Claimpal is headquartered. However, we respect and comply with consumer protection laws in all jurisdictions where we operate. In case of conflict between this policy and local mandatory laws, local laws prevail.

15.2 Regulatory Compliance

  • Consumer Protection: Compliance with the South African Consumer Protection Act
  • Data Protection: Adherence to POPIA (Protection of Personal Information Act) requirements
  • Financial Regulations: Compliance with Paystack and regional financial service regulations
  • International Standards: Alignment with international e-commerce best practices

16. Final Provisions

Severability: If any provision of this refund policy is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary so that this refund policy shall otherwise remain in full force and effect.

Entire Agreement: This refund policy, together with our Terms of Service and Privacy Policy, constitutes the entire agreement between you and Claimpal regarding refunds and supersedes all prior agreements and understandings.

No Waiver: Our failure to exercise or enforce any right or provision of this refund policy shall not constitute a waiver of such right or provision.

This policy was last updated on September 2025
For questions about this policy, please contact hello@claimpal.ai
For escalations, please contact lindi@claimpal.ai

Quick Reference:
Refund Window: 30 days
Processing Time: 3-10 business days
Support Email: hello@claimpal.ai
Business Hours: Mon-Fri, 9 AM - 6 PM SAST