Refunds Policy

1. The short version

• All payments are final. Subscription fees, annual prepayments, top-up credit packs, and additional seat charges are non-refundable.
• Use the 14-day free trial to evaluate the service before subscribing. Every plan can be tested through the trial without entering payment details.
• Cancel any time. Cancellation stops your next renewal. You keep access until the end of the period you have already paid for. There is no prorated refund for unused time.
• Failed analyses automatically return their credits to your in-platform balance. This is a credit reversal, not a monetary refund.

2. Why we cannot offer refunds

Each analysis you run on Omniscia triggers third-party AI compute that we are billed for at the moment of execution and that we cannot recover. This includes:

• Computer vision — Anthropic Claude analyses every extracted frame
• Audio transcription — OpenAI Whisper transcribes the spoken track
• Native audio analysis — Google Gemini classifies music, mood, and sound effects
• Language model inference — generation of scores, recommendations, and creative briefs

These providers charge us per token, per second of audio, and per image processed. The cost is incurred the instant the work runs, and there is no provider-side mechanism to reverse it. Refunding a customer after that work has been done would mean Omniscia absorbs the cost twice. Our pricing is set at thin margins on top of these compute costs, so refunds are not commercially possible at any scale.

Instead, we run a 14-day free trial that exposes every product and every feature, so you can fully evaluate the service before any money changes hands.

3. What “no refunds” applies to

3.1 Subscription fees (Starter, Pro, Agency)

Monthly and annual subscription fees are billed in advance for the upcoming period and are non-refundable once charged. This includes the full annual prepayment if you choose annual billing. If you cancel a paid plan, you keep access until the end of the period you have already paid for, but no portion of that fee is returned.

3.2 Top-up credit packs

Top-up packs are billed as one-off purchases and are non-refundable from the moment of purchase. Unused credits remain on your account and do not expire while your account is active.

3.3 Additional seats (Agency)

Adding seats triggers a prorated charge for the remainder of your current billing cycle. This charge is non-refundable. Removing seats takes effect at the end of your current cycle and does not generate a refund or credit for the unused portion.

3.4 Overage charges

Credits consumed beyond your monthly allowance are billed at your plan's overage rate via Paddle. Once an analysis has run, the overage charge is final and non-refundable for the same reason as the underlying subscription: the third-party AI compute has already been performed and paid for.

4. Cancellations and downgrades

• Cancellation stops auto-renewal. Your plan stays active until the end of the period you have already paid for, then drops to the free Trial tier. No prorated refund is issued for the remaining days.
• Downgrades (e.g. Pro to Starter) take effect at the end of your current billing cycle. The current cycle's fee is not refunded.
• Upgrades take effect immediately. You pay only the prorated price difference for the days remaining in your current cycle, and you receive a proportional share of the new tier's monthly credits. Upgrade charges are themselves non-refundable.

All of these changes can be made from Profile > Change Plan.

5. Credit reversals for failed analyses

If an analysis fails before producing a result, or if the system detects a duplicate that lets us serve a cached result, the credits originally consumed are returned to your in-platform balance automatically. You will see the reversal in your credit history under Profile > Billing.

This is a credit reversal inside the platform, not a monetary refund. No money is moved through Paddle; your balance is simply restored so the credits can be used on a different analysis.

6. The free trial is your evaluation window

Every account starts on a 14-day free trial with credits included so you can run real analyses end-to-end before subscribing. The trial unlocks the full product surface — Lens, Pulse, Nexus, Scia, Forge, Launch, Intel, Cortex, Signal — at the trial's credit and ad-set limits. No payment details are required to start.

We strongly encourage you to use the trial period to confirm that Omniscia is right for your workflow and your business. If you reach the end of the trial unsure, you can stay on the free tier without subscribing.

We also recommend starting on a lower paid tier when you do subscribe and upgrading only when you are confident you need the larger allowance. Upgrades are immediate and prorated; downgrades take a billing cycle to apply.

7. Statutory rights and consent (UK)

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers normally have a 14-day right of withdrawal when buying digital services online.

Because Omniscia is a digital service that begins immediately on subscription — your account unlocks the paid tier the moment Paddle confirms the charge, and analyses can be run within seconds — completing a paid subscription requires you to:

• Expressly consent to the service starting immediately, before the 14-day cancellation period has expired; and
• Acknowledge that you lose your right to cancel under the Regulations once the service has begun.

That consent is captured at checkout via the click-through on the subscribe screen. By subscribing you confirm both points and waive the statutory 14-day right of withdrawal under Regulation 36.

This does not affect any rights you have where the service is not delivered as described — see Section 8.

8. Exceptional circumstances

If you experience a verified, sustained technical failure that prevents the Service from functioning as described, contact support@omniscia.app. We will investigate and work to resolve the issue, which may include credit grants, extended access, or — at our sole discretion — a goodwill adjustment in genuinely exceptional cases.

This does not constitute a general refund right. It is a case-by-case path for situations where Omniscia has materially failed to provide the contracted service.

The following are not grounds for a refund:

• Disagreement with scores, recommendations, classifications, or trend signals — these are advisory by design and explained in our Terms.
• Advertising performance not meeting your expectations on Meta, Google Ads, or TikTok — Omniscia analyses creative; it does not run your media buying.
• Forgetting to cancel before a renewal date.
• Subscribing on the wrong plan or billing period — you can change plans any time.
• Reduced usage during a billing cycle.

9. Chargebacks and disputes

If you have a billing concern, please contact support@omniscia.app first. We will respond promptly and try to resolve the issue directly.

Initiating a chargeback or payment dispute through your card issuer or bank without first contacting us may result in immediate suspension or termination of your account under Section 17 of our Terms of Service. Where a chargeback is filed against a charge that was validly authorised, we reserve the right to defend the dispute through Paddle, our merchant of record, with full transaction evidence.

10. Merchant of record

Payments are processed by Paddle.com Market Limited, our merchant of record. Paddle handles billing, tax, VAT, and local-currency conversion on our behalf. Refunds, where any are issued under the exceptional-circumstances path in Section 8, are processed by Paddle back to the original payment method.

11. Changes to this policy

We may update this policy from time to time. Material changes will be communicated via email and an in-app notification before they take effect. The “last updated” date at the top of this page will always reflect the most recent version. Continued use of the Service after changes take effect constitutes acceptance of the updated policy.

12. Contact

For billing questions, exceptional-circumstances requests, or anything related to this policy, contact support@omniscia.app. For legal correspondence, contact legal@omniscia.ai.