Iskra

1. General refund terms

1.1. Refunds are available for initial subscriptions within 7 (seven) calendar days of payment, provided that the volume of used resources (tokens/queries) has not exceeded 10% of the plan limit.

1.2. Refunds for recurring payments (auto-renewal) are available only for a technical failure on the Service’s side or for incorrect or duplicate charges caused by the payment infrastructure. To avoid unwanted charges, turn off auto-renewal in advance: for UnitPay subscriptions — at least 24 hours before the charge date, in Iskra (Subscription at /subscription, “Turn off auto-renewal”); for Stripe subscriptions — under Stripe’s rules and your billing settings with the payment provider.

2. Substantiated complaints

We consider refund requests on a case-by-case basis if you have encountered the following issues:

• Technical failure: The Service was unavailable for more than 24 consecutive hours.
• Billing error: Double charge or incorrect transaction amount.
• Functionality mismatch: An advertised feature (e.g. academic search) systematically does not work.

Important: Subjective assessment of AI answer quality («I didn't like the answer style» or «the AI got the facts wrong») is not an unconditional basis for refund, as AI nature allows for the possibility of hallucinations. However, we will review such cases to improve the model.

3. Where and how to submit a claim?

To request a refund, the User must send an official request to the support service:

Email: iskra.ai.tech@yandex.com

Email subject: «Refund request: [Your User ID or Email]»

Claim contents:

• Date and amount of the transaction.
• Screenshot of the receipt or bank statement.
• Substantiation: Detailed description of the reason (with links to failed queries or screenshots of errors).

4. Review and payout timelines

• Review period: Your complaint will be reviewed by the technical department and finance team within 3 (three) business days.
• Notification: We will inform you of the decision (approval or reasoned refusal) by reply email.
• Payout period: If approved, the refund will be made to the same payment method (card/account) used for payment within 5–10 business days (depending on your issuing bank). The actual time to receive funds may also depend on the payment partner’s procedures (UnitPay, Stripe).

5. Consequences of refund

5.1. Upon refund for the current period, access to paid features (Pro/Corporate) is terminated immediately.

5.2. In case of multiple unjustified refund requests (fraud), the Executor reserves the right to restrict the User's access to the Service.