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Refund & Cancellation Policy
When and how refunds are issued, how subscriptions can be cancelled, and the dispute window for invoiced charges. Published under Rule 5(3) of the Consumer Protection (E-Commerce) Rules, 2020.
Effective v1.0
1.Scope#
This Policy applies to all paid use of the Zantras Platform. It supplements, and does not override, the billing terms in your order form or the Terms of Service.
2.General principle#
3.Refund-eligible scenarios#
| Scenario | Eligibility | Form of remedy |
|---|---|---|
| API call failed due to a Zantras outage (Platform-side error) | Eligible | Service credit, applied T+7 days |
| API call failed due to upstream AWS outage | Eligible | Service credit, applied T+7 days |
| Monthly uptime below SLA threshold | Eligible per Terms §5 | Service credit (5% / 15% / 30%) |
| Duplicate charge or billing-system error | Eligible | Reversal to original payment method, T+10 working days |
| Annual subscription cancelled mid-term by Customer for convenience | Partial refund | 70% of unused months, NEFT/RTGS, T+10 working days |
4.Refund-ineligible scenarios#
- API calls that failed because the submitted image did not meet the documented quality threshold (resolution < 400×400, excessive blur, unsupported format).
- API calls that returned a 4xx error due to invalid Customer input (malformed request, missing parameters, expired credentials).
- Liveness or face-match outcomes that the Customer's end-customer disputes — Zantras's role is to compute scores, not to determine the underlying truth.
- Sandbox usage — sandbox calls invoke real AWS services and are billed at the same metered rate as production.
- Monthly subscriptions cancelled mid-term — the subscription remains active to the end of the current billing month.
- Service credits — credits expire if the underlying account is closed or terminated for breach.
5.Dispute window#
Any dispute relating to an invoice must be raised within 30 days of the invoice date. Invoices not disputed within that window are deemed accepted, and refunds will not be issued thereafter.
6.How to request a refund#
Email billing@zantras.com with:
- Account / Merchant ID;
- Invoice number and date;
- Specific charge being disputed;
- Reason and supporting evidence (e.g., logs, screenshots).
We acknowledge within 2 working days and respond with a decision within 10 working days.
7.Cancelling a subscription#
- Monthly plans — cancel any time. Service continues to the end of the current billing month; no proration.
- Annual plans — cancel any time. 70% of unused months will be refunded; the balance is retained as administrative charge.
- Enterprise contracts — cancellation governed by your order form's termination clause.
To cancel, contact your Zantras account manager or email billing@zantras.com.
8.Changelog#
- v1.0 — 5 June 2026. Initial publication.