Refund Policy

1. Overview

At Sator.ai, we strive to provide reliable and efficient AI services. This Refund Policy outlines the terms under which you may request a refund for purchases made on our platform. This policy complies with applicable laws and guidelines in Malaysia, including the Consumer Protection Act 1999 and other relevant standards for digital services.

2. Free Plan and Trials

Free trial plans, credits, or promotional offers are provided for evaluation purposes and are non-refundable under all circumstances.

3. Eligibility for Refund

You may be eligible for a full or partial refund if any of the following conditions are met:

• You cancel your paid subscription within 7 days of your initial payment and have used no more than 10% of your allocated generation quota or service time.
• You have been incorrectly charged (e.g., duplicate billing, pricing errors), and provide evidence within 14 days of the transaction.
• You experience a platform-wide service disruption, verified as caused by our system, that prevents access to essential features for over 48 consecutive hours.

All refund requests are subject to verification and approval by Sator.ai.

4. Non-Refundable Circumstances

We do not offer refunds in the following cases:

• You have changed your mind after using the service substantially.
• You are dissatisfied with the subjective quality or style of the AI-generated output.
• You failed to cancel before the renewal of your billing cycle.
• Your account was suspended due to violations of our [Terms of Service].
• You are on a free plan, or your subscription was granted through a promotional campaign or partner program.

5. Subscription Cancellations

• You may cancel your subscription anytime through your account dashboard.
• Cancellation will prevent future charges, but does not qualify for retroactive refunds unless it meets the refund conditions in Section 3.
• Upon cancellation, your access will continue until the end of your current billing cycle.

6. Refund Request Procedure

To request a refund:

• Email us at [email protected] with the subject line “Refund Request”.
• Include your account email, transaction ID, payment date, and reason for refund.
• Our support team will review your request and respond within 7 business days.
• If approved, refunds will be processed via the original payment method within 10 business days.

7. Abuse & Fraud Prevention

We reserve the right to deny refund requests if:

• We suspect refund abuse, fraud, or chargeback manipulation.
• The request is repetitive, unreasonable, or inconsistent with normal usage patterns.

8. Legal Compliance

This Refund Policy is governed by the laws of Malaysia, including the Consumer Protection Act 1999, the Personal Data Protection Act 2010, and Contract Law principles.

By using our services, you agree to be bound by this policy in conjunction with our [Terms of Service] and [Privacy Policy].

9. Changes to this Policy

We may update this Refund Policy from time to time. Material changes will be communicated through our website or via email. Your continued use of our services after the effective date of any changes will constitute your acceptance of the revised policy.