Refund Policy
Effective Date: April 21, 2025, Last Updated: April 21, 2025
1. Scope and Purpose
This Refund Policy (“Policy”) outlines the criteria, eligibility, and process by which Stuvio Digital Private Limited ( “Brello AI”, “Brello”, “we”, “us”, or “our” ) offers refunds for paid subscriptions. This Policy is designed to ensure transparency and fair usage, while protecting the operational sustainability of our AI-powered research platform.
This Policy applies to all end users ("you", "your", or "User") who have purchased any paid plan offered by Brello AI via our official website or applications. It forms an integral part of our Terms and Conditions.
2. Refund Philosophy
Brello AI operates on a subscription-based model that provides access to proprietary research workflows and third-party AI integrations. As such, subscriptions grant access to services, not ownership of digital content.
We strive to be reasonable and customer-centric, but due to the non-tangible and algorithmic nature of Brello’s services, refunds are not guaranteed and are granted only under specific, justifiable circumstances as defined below.
3. Types of Subscription Plans Covered
This Policy applies to:
- Individual Monthly Plans
- Individual Annual Plans
- Team or Enterprise Plans (under separate SLA or contract)
- Trial Conversions (if converted into a paid plan after a trial ends)
It does not apply to:
- Free plans (no payment collected)
- Promotional plans offered by third-party partners
- Purchases made via Apple App Store, Google Play, or other external billing providers (refunds must be claimed through them)
4. Valid Refund Scenarios
4.1 Duplicate or Erroneous Charges
- You were billed more than once for the same subscription period.
- You were incorrectly charged for a plan you did not select.
Outcome: Full refund of the duplicate or erroneous transaction(s).
4.2 Involuntary Subscription Conversion
- You were automatically converted from a free trial to a paid subscription without clear notification, and you did not use any paid features after conversion.
Outcome: Full refund if claimed within 7 calendar days of charge.
4.3 Unresolved Technical Failure
- You were unable to use the platform due to technical issues on Brello’s side (e.g. system-wide downtime, login failure, persistent errors), and our support team was unable to resolve the issue within 72 hours of your report.
Outcome: Prorated refund or account credit based on remaining subscription value.
4.4 Unauthorized Purchase or Account Compromise
- A subscription was activated without your knowledge or consent, and you notify us within 5 days of the transaction.
- We may require evidence of identity theft or a compromised account.
Outcome: Case-by-case refund subject to fraud investigation and outcome.
5. Non-Refundable Circumstances
Unless required by applicable law, refunds will not be granted in the following scenarios:
Scenario
Refund Eligibility
You forgot to cancel a renewal
Not eligible
You used the service and changed your mind
Not eligible
AI outputs were not satisfactory or incorrect
Not eligible
You didn’t receive a reminder before auto-renewal
Not eligible
You missed a promotional discount after purchase
Not eligible
You are requesting a refund after 14+ days of the billing date
Not eligible (unless error-based)
Subscription purchased via third-party stores (App Store, Play Store)
Not eligible via Brello — must contact store
Brello AI uses probabilistic AI models. Hallucinations, inaccuracies, or subjective dissatisfaction with AI output are not valid grounds for a refund.
6. Refund Window & Deadlines
Request Type
Deadline to Claim
Resolution Time
Duplicate billing
14 days
Up to 10 business days
Accidental subscription
48 hours
Up to 10 business days
Technical issue refunds
Reported within 7 days of issue
Up to 10 business days
You didn’t receive a reminder before auto-renewal
Within 7 days
Up to 10 business days
Refund requests submitted beyond the applicable deadline will not be eligible for review unless otherwise required by law.
7. Refund Process
To initiate a refund request:
1. Email us at billing@brello.ai with the subject line: Refund Request – [Your Plan Name].
2. Provide the following information:
- Full name and registered email address
- Date and amount of the transaction
- Reason for requesting a refund
- Screenshots or error logs, if technical
3. We will:
- Acknowledge your request within 3 business days
- Investigate and evaluate eligibility
- Provide a decision and resolution (refund, credit, or denial) within 10 business days
Approved refunds will be processed to your original payment method. Bank processing times may vary.
8. Refund for Partial Use or Downgrade
If you cancel mid-cycle:
- No refund will be issued for the unused portion, unless covered under Section 4.
- Your plan will remain active until the end of the billing period.
- You may downgrade to a lower plan; changes apply next billing cycle.
9. Chargebacks and Disputes
Initiating a chargeback or dispute without contacting us first may result in:
- Immediate suspension of your account
- Reversal of remaining subscription access
- Rejection of future refund requests
We encourage resolving all billing issues directly with our support team before involving your bank.
10. Brello Credits (if applicable)
In lieu of a refund, you may choose to receive Brello Credits, which can be applied toward future subscriptions, upgrades, or usage-based features.
Credits are:
- Non-transferable
- Non-redeemable for cash
- Valid for 180 days from date of issue unless otherwise stated
11. Enterprise and SLA Accounts
For team, enterprise, or white-labeled accounts operating under a Service Level Agreement (SLA), refund terms are governed by the signed contract, which may override parts of this policy.
Enterprise clients should contact their Account Manager or success@brello.ai.
12. Changes to this Policy
We reserve the right to update or modify this Refund Policy at any time. Changes will be posted at www.brello.ai/refund-policy and, where appropriate, communicated to users via email or app notification.
13. Governing Law and Jurisdiction
These Terms shall be governed by the laws of India. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts in Mumbai, Maharashtra, India.
14. Contact Details
For refund requests, billing disputes, or related inquiries, contact:
Email: privacy@brello.ai.
P2051/52, Akshar Business Park, Sector 25, Vashi, Navi Mumbai, Maharashtra 400703