Refund Policy

At VI Engine, operated by CorrelateX, we want our billing to be clear, fair, and transparent.

This Refund Policy explains when and how refunds are issued for paid subscription plans on VI Engine (viengine.social and app.viengine.social).

Our subscription plans are billed as follows:

• India subscriptions: Billed in Indian Rupees (INR) through Razorpay (CorrelateX is the direct seller).
• International subscriptions: Billed in US Dollars (USD) through Dodo Payments Inc. (Merchant of Record).

Existing subscriptions keep their original payment provider and currency.

We issue refunds under the following circumstances:

1. Billing Errors and Duplicate Charges: If you were accidentally charged twice for the same billing period or billed an incorrect amount due to a technical error, we will promptly refund the extra charge.

2. System Outages and Failure to Deliver: If a severe technical defect in VI Engine prevented you from using core paid features (such as scheduling and publishing) and our support team could not resolve the problem, you may request a refund for the affected billing period.

3. Settled Payments Only: Refunds can only be processed on transactions that have successfully settled (marked as succeeded, captured, or paid). Incomplete, pending, or failed payments have not moved funds into our account and cannot be refunded.

4. Full or Partial Refunds: Refunds may be full or partial. A partial refund can never exceed the remaining unrefunded balance of the original charge.

All refund requests must be submitted within 90 calendar days of the original transaction date.

Our automated billing system cannot issue refunds for transactions that settled more than 90 days ago. If you notice a billing discrepancy, please notify us as soon as possible.

Refunds are not granted in the following cases:

1. Subscription Cancellation (Cancellation ≠ Refund): Cancelling a subscription stops future renewals at the end of your current paid billing period. It does not automatically generate a refund for the current period or past periods. You will retain full access to your plan until your current billing period ends.

2. Expired or Already Refunded Payments: Transactions that have already been fully refunded, or that were previously cancelled or expired before payment settled, cannot be refunded again.

3. Active Disputes or Chargebacks: If you dispute a payment with your bank or credit card provider, the payment processor freezes the transaction for adjudication. Under our financial rules, we cannot issue a manual refund while a bank chargeback or dispute is open, because doing so would risk duplicate payouts. Please contact us directly before filing a dispute so we can resolve the issue with you quickly.

4. Violations of Terms of Service: We do not issue refunds if your account or workspace was suspended or terminated due to abusive behavior, spam, scraping, or violations of connected social platform policies.

5. Sparks In-App Rewards: Sparks are an earned in-app loyalty currency. Sparks have no cash value and are strictly non-refundable and non-transferable.

To request a refund, follow these simple steps:

1. Send an Email: Contact us at billing@viengine.social or support@viengine.social from the email address associated with your VI Engine account.

2. Include Required Details: Please provide:

   • Your account email address and workspace name.
   • The invoice number or transaction ID (e.g., from your receipt or payment notification).
   • The date and amount of the charge.
   • A brief explanation of the issue or reason for your request.

3. Review and Human Approval: In our system, refunds are not automated by AI. Every refund request is verified deterministically against transaction records and must be explicitly reviewed and approved by an authorized human operator before funds move. We aim to review all requests within 3 business days.

Once your refund is approved:

• Same Method and Currency: The refund is issued through the original payment provider (Razorpay for INR payments; Dodo Payments for USD payments) in the original currency of the transaction.
• Processing Time: Funds are returned directly to the payment method you used at checkout (credit card, debit card, UPI, or net banking). While we process approved refunds immediately, banks and card issuers typically take 5 to 10 business days to credit the money back to your account.
• Confirmation: You will receive an email confirmation once the provider confirms the refund has been completed.

If you have any questions about this Refund Policy or need help with a payment:

CorrelateX (VI Engine) Billing Support Email: billing@viengine.social Support: support@viengine.social