Refund Policy

Last updated: 8 June 2026

1. Overview

Overview

This Refund Policy (the “Policy“) establishes the binding terms and conditions governing all refund procedures for services provided by Gani Corporate Enterprise Tech Pte. Ltd. and its subsidiaries and affiliates (the “Company“). The Policy outlines the circumstances under which refunds may be granted for subscription fees or other payments made for access to the Gani.AI platform and its associated services, including but not limited to: (a) Gani Atlas, an intelligent document management and collaboration platform (if relevant), (b) Gani Assistant, a compliance artificial intelligence platform that enables user to draft, review, analyze, and understand legal, tax, and compliance documents across multiple jurisdictions, (c) website services accessible via gani.ai, and any other related domains or subdomain, (d) mobile applications, (e) API services, and any other affiliated or associated services (the “Services“). Every individual or entity that receives Services from the Company (the “Customer“) is deemed to have accepted and bound by the provisions contained in this Policy.

2. DEFINITIONS

Eligibility for Refunds

Refunds may be granted under the following specific circumstances, subject to verification and approval by our customer service team:

Technical Service Failures

System Downtime: When our platform experiences unscheduled downtime exceeding twenty-four (24) consecutive hours due to technical failures directly attributable to the Company’s systems and within the Company’s reasonable control, excluding scheduled maintenance periods, third-party service failures, force majeure events, cyber-attacks, network infrastructure failures beyond the Company’s control, or any circumstances arising from Customer’s actions or systems.
Critical Feature Malfunction: When Gani Assistant and/or Gani Atlas (as applicable in each context) fails to operate completely and are entirely non-functional for a period exceeding seventy-two (72) hours after being reported to our technical support team, provided such failure is not caused by Customer’s misuse, configuration errors, or circumstances beyond the Company’s reasonable control.

Billing and Administrative Errors

Duplicate Charges: When Customers are inadvertently charged multiple times for the same subscription period or service.
Incorrect Billing Amounts: When charges exceed the subscription rates or service fees that were communicated and agreed with the Customers at the time the charge was made.
Unauthorized Charges: When charges are processed without proper authorization or outside the scope of the Customer’s active subscription.

Written Agreement

Prior Written Agreement: If there is a prior written agreement between the Customers and the Company that explicitly stipulates certain conditions for refunds, then refunds may be provided according to those terms.

Service Delivery Issues

Non-Delivery of Contracted Services: When specific Services or features included in a Customer’s subscription plan are not made available within thirty (30) days of the subscription activation date.

Subscription Management Errors

Cancellation Processing Delays: When Customers have properly submitted cancellation requests in accordance with our terms and conditions, but continue to be charged due to administrative processing delays on our end.
Plan Change Discrepancies: When billing adjustments related to subscription plan changes are not processed correctly, resulting in overcharges or incorrect service allocations.

3. Non-Refundable Situations

Non-Refundable Situations

The following circumstances do not qualify for refunds under this policy:

Successfully Delivered Services

When the Services have been successfully delivered during the subscription period, regardless of the extent of Customer usage.

Customer-Related Issues

Failure to utilize platform features or services due to Customer’s internal resource constraints, technical limitations, or business decisions.
Dissatisfaction with the Services’ output, recommendations, or AI-generated insights.
Changes in Customer’s business requirements, regulatory environment, or compliance needs that render our services less relevant.
When access was restricted due to violations of our Terms and Conditions or other applicable policies.
Customer’s non-compliance with agreements or violations of service terms that were previously agreed upon.
Unilateral cancellation by the Customer.

Usage-Based Charges

Premium features or add-on services that are activated and provisioned for the Customer during the billing period are considered delivered upon activation and therefore are non-refundable, regardless of the extent of usage.

Time-Related Situations

When a Customer decides to discontinue the Services before the end of the subscription term.
Subscription fees for periods that have already commenced, except in cases of technical service failures as defined in the Eligibility for Refunds section.

4. Non-Refundable Situations

Non-Refundable Situations

To ensure an effective and transparent refund process, the Company establishes specific timeframes for Customers to submit refund requests. All requests submitted after the specified timeframe will not be processed, except in special circumstances approved in writing by the Company.

Refund requests must be submitted within the following timeframes:

Technical Service Failures

System Downtime: Refund requests must be submitted within fourteen (14) calendar days from the end of the qualifying downtime period.
Critical Feature Malfunction: Refund requests must be submitted within fourteen (14) calendar days from the date the malfunction was first reported to technical support or from the date the issue was resolved, whichever is earlier.

Billing and Administrative Errors

Duplicate Charges: Refund requests must be submitted within forty-five (45) calendar days from the date of the duplicate charge.
Incorrect Billing Amounts: Refund requests must be submitted within forty-five (45) calendar days from the date of the incorrect charge.
Unauthorized Charges: Refund requests must be submitted within thirty (30) calendar days from the date the Customer became aware of the unauthorized charge, but no later than ninety (90) calendar days from the charge date.

Service Delivery Issues

Non-Delivery of Contracted Services: Refund requests must be submitted within forty-five (45) calendar days from the expected delivery date or from the date the Customer was notified of the delivery delay, whichever is earlier.

Subscription Management Errors

Cancellation Processing Delays: Refund requests must be submitted within sixty (60) calendar days of the continued charge, following a properly submitted cancellation request.
Plan Change Discrepancies: Refund requests must be submitted within sixty (60) calendar days from the date the billing adjustment was applied or the new plan took effect, whichever occurs first.

Special Circumstances and Extensions

Written Agreement Provisions: Where a prior written agreement between the Customer and the Company specifies different timeframes for refund requests, those contractual provisions shall take precedence over the general timeframes established in this section.

Calculation of Timeframes

Calendar Days: All timeframes specified in this section are calculated using calendar days, including weekends and holidays, unless otherwise specified.
Commencement Date: Timeframes begin on the day following the triggering event (charge date, discovery date, etc.).
Email Timestamp: For refund requests submitted via email, the timestamp of the email as recorded by the Company’s email system shall determine whether the request was submitted within the applicable timeframe.
Time Zone: All timeframes are calculated based on Singapore Standard Time (SST), regardless of the Customer’s location.

Late Submission Procedures

Automatic Rejection: Refund requests submitted after the applicable timeframes will be automatically rejected unless the Customer can demonstrate that special circumstances warrant an exception.
Company Discretion: The Company reserves absolute discretion in determining whether to grant timeframe exceptions and may require additional documentation or verification before making such determinations.

5. Refund Request Process

Refund Request Process

Customers seeking a refund must follow this structured process to ensure proper evaluation and timely resolution:

Initial Request Submission

Customer can request a refund by sending an email to hello@gani.ai with the subject “Refund Request” and providing a clear reason why the refund should be granted.

Evaluation Process

Upon receipt of a refund request, our customer service team will:

conduct a thorough evaluation within seven (7) to ten (10) Business Days. For the purposes of this Policy, “Business Days” are defined as the days from Monday through Friday, excluding officially recognized national holidays in Singapore. During this process, the Company reserves the right to contact the Customer to obtain any additional information necessary to ensure an accurate and fair evaluation.
The timelines stated above are estimates only and are not binding, and may change depending on the complexity of the case and other external factors. If additional time is required, we will notify the Customer in writing.
Customers will receive written notification of the refund decision via email, including the reason if the request is denied.

6. Refund Method and Timing

Refund Method and Timing

Refunds will be processed according to the following procedures:

If the Customer’s refund request is approved, the refund will be processed and completed within five (5) to fourteen (14) Business Days.
Funds will be refunded to the original payment method used for the transaction. The Company cannot process refunds in cash, and decisions made are final and binding.
All payments shall be processed in Singapore Dollars (SGD). Any variances in the amounts charged or refunded arising from foreign exchange fluctuations, conversion fees, or any other charges imposed by financial institutions shall be borne solely by the Customer and shall not be refundable under any circumstances. In the event the Customer rejects a refund on the basis that the converted amount is lower than anticipated, the Company shall have no further obligation to issue any supplementary, alternative, or additional refund.

7. USER-GENERATED CONTENT

USER-GENERATED CONTENT

If Customers have not received their approved refund within the expected timeframe, they should take the following steps:

2. Escalation Process

Check with the financial institution associated with the refund method to confirm processing status and any potential delays.
Review email communications for refund confirmation details and transaction reference numbers.
Verify that the refund method information provided was accurate and that the account remains active and accessible.

2. Escalation Process

Contact our customer service team at hello@gani.ai with the subject line “[Late/Missing] Refund”

8. Policy Changes

Policy Changes

The Company may modify, update, or revise this Policy from time to time to reflect changes in our Services, business practices, or regulatory requirements.
Customers will be notified of any material changes to this Policy prior to the effective date of such changes.
Policy changes will apply to all new transactions and refund requests submitted after the effective date.
Existing refund requests submitted prior to Policy changes will be evaluated under the terms that were in effect at the time of submission.
Customers who do not agree with Policy changes may terminate their subscription in accordance with our standard cancellation procedures.

9. Agreement and Binding Effect

Agreement and Binding Effect

The Customer acknowledges having read and agreed to be bound by all provisions contained in this Policy. If the Customer does not agree to these terms, the Customer must not use the Services.

10. DISCLAIMERS AND LIMITATION OF LIABILITY

Liability Limitations and Customer Obligations

Subject to applicable law and except for liability that cannot be excluded by law, the Company excludes all liability for any direct, indirect, incidental, consequential, special, or punitive damages, including but not limited to loss of profits, data, or business opportunities, whether arising in contract, tort, or otherwise.
The Company affirms that it is not responsible for any indirect, incidental, or consequential damages that may arise in connection with the use or failure of Services to meet Customer expectations.
Customers agree not to make false, misleading, or defamatory statements about the Company or its Services without first pursuing the dispute resolution procedures established in this Policy.
All information related to the refund process is confidential and Customers agree not to disclose this information to any third parties without written consent from the Company, except: (a) to professional legal advisers for the purpose of obtaining legal advice; (b) to regulatory authorities, government agencies, or law enforcement bodies as required or permitted by law; (c) in connection with legal proceedings or dispute resolution processes; (d) to the extent required by court order or legal process; (e) to consumer protection agencies or ombudsman services; or (f) as otherwise required or permitted under applicable consumer protection laws. Nothing in this confidentiality provision shall limit or restrict any rights conferred upon consumers under the Consumer Protection (Fair Trading) Act 2003 or other applicable consumer protection legislation.
To the fullest extent permitted by applicable law, in the event that any disclaimer or limitation of liability set forth in this Policy is deemed invalid or unenforceable for any reason, you agree that Company’s total liability to you for all damages, losses, or legal claims of any kind shall not exceed USD 1,000.

11. Governing Law and Dispute Resolution

Governing Law and Dispute Resolution

This Policy shall be governed and construed in accordance with the laws of Singapore, without regard to its conflicts of laws principles. Notwithstanding the foregoing, nothing in these Policy shall operate to exclude or limit the application of any mandatory provisions of applicable law that cannot be excluded, limited, or waived by contract.

Any dispute, controversy, or claim arising out of or in connection with this Policy, including any question regarding its existence, validity, interpretation, performance, breach, or termination, shall be referred to and finally resolved by arbitration administered by the Singapore International Arbitration Centre (SIAC) in accordance with the Arbitration Rules of the SIAC for the time being in force, which rules are deemed to be incorporated by reference in this clause. The language of the arbitration shall be English. The decision of the arbitral tribunal shall be final and binding on the parties.

The arbitral tribunal shall consist of a sole arbitrator. The award rendered by the sole arbitrator shall be final and binding upon the parties.

12. GOVERNING LANGUAGE

GOVERNING LANGUAGE

This Agreement is made available in English and other languages. In the event of any inconsistency or conflict between the English version and any translated versions, the English version shall prevail.

13. Contact Information

Contact Information

For all refund-related inquiries, requests, or concerns, Customers may contact us through the following email address: hello@gani.ai

This Policy is effective as of 8 June 2026 and supersedes all previous versions. By continuing to use our Services, Customers acknowledge their understanding and acceptance of these refund terms and procedures.