1. Overview
This Refund Policy explains when LanneTech UAE may issue refunds for paid digital services, subscriptions and API credits.
This policy supplements our Terms of Sale (CGV) and Terms of Use.
2. General principle
Because our products are digital services delivered electronically, all sales are generally considered final once access, credits or subscription benefits have been activated. However, we review refund requests fairly and in accordance with applicable consumer protection laws.
3. Eligible refund situations
We may issue a full or partial refund, at our discretion, in the following cases:
- Duplicate charge: you were billed twice for the same order.
- Service not delivered: payment was successful but access or credits were not provisioned within 48 hours and the issue was not resolved after contacting support.
- Significant service failure: a prolonged outage or critical defect prevented use of the purchased service for an extended period, and we were unable to provide a satisfactory remedy (credit extension, service restoration).
- Unauthorized transaction: a payment was made without your authorisation, subject to verification and Stripe dispute procedures.
- Legal requirement: where applicable law mandates a refund or withdrawal right.
4. Non-refundable situations
Refunds are generally not provided when:
- API credits or subscription time have already been consumed or partially used.
- The request is made after the applicable billing period has ended, except as required by law.
- The issue results from misuse, violation of our Terms of Use, or third-party model provider restrictions.
- Dissatisfaction with AI output quality, where the service technically functioned as described (AI results are inherently variable).
- Change of mind after digital delivery has begun, where the statutory withdrawal right has been validly waived at checkout.
- Chargebacks initiated without prior contact with our support team.
5. Subscriptions
- You may cancel a subscription at any time; cancellation stops future renewals.
- Cancellation does not automatically entitle you to a refund for the current billing period already paid.
- If you cancel within 14 days of an initial subscription and have not materially used the service, you may request a refund under applicable consumer law.
- Downgrades take effect at the next renewal date unless otherwise agreed.
6. API credits and prepaid packages
- Unused credits may be refunded only if no API calls have been made with the purchased package and the request is submitted within 7 days of purchase.
- Partially used credit packages are non-refundable, except in cases of significant service failure (Section 3).
- Promotional or bonus credits have no monetary value and are non-refundable.
- Expired credits are not refundable unless the expiry was due to a technical error on our side.
7. How to request a refund
To request a refund, contact us with:
- Your account email address.
- Order or invoice number.
- Date and amount of the transaction.
- A clear description of the reason for the request.
Email: contact@lannetech.ae
Subject line: "Refund Request — [Order ID]"
We aim to respond within 3–5 business days.
8. Refund processing
- Approved refunds are processed to the original payment method via Stripe.
- Processing time depends on your bank or card issuer, typically 5–10 business days after approval.
- Refunds are issued in the same currency as the original transaction where possible.
- We may offer account credit as an alternative where mutually agreed.
9. Chargebacks and disputes
If you dispute a charge with your bank or card issuer without contacting us first, your account may be suspended pending investigation. We encourage you to reach out to contact@lannetech.ae so we can resolve issues quickly.
10. Consumer rights
Nothing in this policy limits mandatory rights you may have under applicable consumer protection legislation in your country of residence. Where local law provides greater protection, those provisions prevail.
11. Changes
We may update this Refund Policy from time to time. The current version is always available at https://lannetech.ae/legal/refund.php.