Return & Refund Policy

1. AI Credit Purchases

• Non-Refundable: AI credit purchases are final and non-refundable once the transaction is confirmed. Credits represent pre-purchased compute allocation from third-party AI providers (OpenAI, Anthropic, Google, Groq, etc.) and have real costs that cannot be recovered.
• Unused Credits: Unused credits remain in your account and are valid for 12 months from the date of purchase.
• Technical Failures: If a payment is deducted from your bank/mobile money account but credits are not added to your MayuAI account within 24 hours, please contact us immediately at support@mayuai.com with your transaction ID. We will investigate and restore the credits within 3 business days.
• Double Charge: If you are charged twice for the same order, please contact us with both transaction IDs. The duplicate charge will be refunded within 5–7 business days.

2. Subscription Plans

• Monthly Subscriptions: You may cancel your subscription at any time. Cancellation takes effect at the end of the current billing period. No partial refunds are provided for unused days in the current billing cycle.
• Annual Subscriptions: Annual subscription fees are non-refundable after 30 days from the purchase date. Within the first 30 days, a prorated refund may be considered on a case-by-case basis.
• Downgrade: You may downgrade your plan at any time. The lower plan takes effect at the start of the next billing cycle.
• Plan Benefits: Any unused plan benefits (included credits, higher rate limits) do not carry over after cancellation or downgrade.

3. FDK (Foundation Development Kit)

• Non-Refundable After Delivery: FDK purchases are final and non-refundable once the kit (automation templates, API access, community access) has been delivered to your account.
• Pre-Delivery Issues: If you have not received access within 24 hours of successful payment, contact us at support@mayuai.com. We will resolve delivery issues within 1 business day.
• Payment Failures: If your payment fails but you receive a charge, we will refund the amount within 7 business days upon verification.

4. Exceptional Refund Circumstances

While our general policy is non-refundable, we may consider refund requests in the following exceptional circumstances:

• Service Unavailability: Extended platform outage (>72 hours) that prevents you from using purchased credits, not caused by third-party AI provider issues.
• Technical Errors: A verified technical error on our platform that incorrectly consumed credits without providing the service.
• Unauthorized Transactions: Credits purchased as a result of unauthorized access to your account (subject to investigation). You must report this within 7 days of the transaction.

To request a refund under these circumstances, emailsupport@mayuai.com with: your order ID, transaction screenshot, and description of the issue.

5. Refund Process

• Timeline: Approved refunds are processed within 7–14 business days
• Method: Refunds are returned via the original payment method (bKash, Nagad, Rocket, or bank)
• Currency: All refunds are in BDT (Bangladeshi Taka) at the original transaction amount
• Gateway Fees: Payment gateway processing fees (if any) may be deducted from the refund amount

6. Bangladesh Consumer Rights

This policy complies with the Bangladesh Consumer Rights Protection Act, 2009. If you believe your consumer rights have been violated, you may contact:

• Directorate of National Consumer Rights Protection (DNCRP): www.dncrp.gov.bd
• Hotline: 16121

7. Contact Us

For refund requests or payment-related issues:

• Email: support@mayuai.com
• Phone: +88 01716 95 65 85
• Address: Jamuna Future Park, Level-4, Block-B, Kuril, Baridhara, Dhaka-1229, Bangladesh
• Response Time: Within 24–48 business hours