This Refund & Cancellation Policy explains how VastraHQ Labs Private Limited handles credits, payments, cancellations, and refunds for the VastraHQ service. It should be read together with our Terms of Service, in particular Section 8 (Credits And Payments), Section 12 (What Happens To Your Credits If Your Account Ends), and Section 13 (Managed Services And Quotations).
1. Summary
This summary is for convenience. Sections 2 onwards are the full policy and govern.
- Credits are prepaid, and they do not expire.
- A credit is used when you submit a generation. A generation that fails because of a system or service error returns your credits automatically.
- A job that delivers only part of what you asked for is treated as failed, and the full credit charge comes back.
- We do not return credits because you did not like a result that generated successfully — but if an output does not reproduce your garment recognisably, we regenerate it or restore the credits.
- Duplicate charges, and payments where credits were never added, are refunded in money to the original payment method.
- There is no subscription, no auto-renewal, and no cancellation fee.
- Complaints go to support@vastrahq.com. We acknowledge within 24 hours and resolve billing complaints within 30 days.
2. Prepaid Credits
VastraHQ operates on a prepaid, pay-per-generation model. Credits are purchased or allocated in advance and are spent on generations.
A credit is consumed when a generation request is submitted for processing. The service bought with that credit is treated as delivered when the generation completes successfully and the result is available to you in the app.
Credits do not expire. They are redeemable only for VastraHQ's own services, have no cash value, are non-transferable, and cannot be withdrawn as money.
Credits are not refundable once consumed on a successfully completed generation, except in the cases set out in this policy or where a refund is required by law. Those cases are: a generation that fails or is only partly delivered (Section 3); an output that does not reproduce your garment recognisably (Section 4); a duplicate or uncredited payment (Section 5); credits that were paid for but not provisioned (Section 6); a generation that never completes (Section 7); and an account that ends while a paid balance remains (Section 10).
3. Failed And Partly Delivered Generations
Where a generation fails because of a system or service error — ours, or that of a provider we depend on — the credits charged for that request are returned to your organisation's balance automatically. No action is required on your part, and no separate money refund is issued because the credits themselves are returned.
Where a job delivers only part of what you requested — for example, fewer catalogue images than the number you asked for — we treat the whole job as failed and return the full credit charge for it. You are not charged pro-rata for a partial result.
Two limits, stated plainly: a generation that reaches a completed state is not refunded except under Section 4, and a request that cost no credits produces no credit return.
4. Output Quality
Generated outputs are AI-created and may vary. We do not provide refunds or restore credits where a generation completes successfully and the result simply reflects a preference of yours about styling, likeness, or framing.
Garment fidelity is different, because faithful reproduction of your garment is what we sell. If an output does not reproduce your garment recognisably, tell us at support@vastrahq.com and we will regenerate it or restore the credits charged for it.
One generation type currently carries a free-regeneration allowance: a hero (model image) generation includes one free regeneration per garment. That allowance is cyclic — paying for a regeneration replenishes the free slot — and it is counted per garment, not per account. Catalogue and reel generations currently carry no free-regeneration allowance. The allowances and credit rates in force are shown in the app.
This section does not affect your rights where a service is deficient within the meaning of applicable Indian consumer-protection law (see Section 13).
5. Duplicate Or Uncredited Payments
If you are charged more than once for the same purchase, or a payment is captured but the corresponding credits are never added to your account, contact us at support@vastrahq.com with your payment reference.
Once we verify the issue, we issue the refund to your original payment method through our payment provider. Funds typically reach you within 5 to 7 business days of the refund being issued.
6. Digital Delivery / Fulfilment (Shipping Policy)
VastraHQ delivers digital goods and services only. There is no physical product and no physical shipment, so no shipping charges, delivery addresses, or courier timelines apply.
On confirmation of payment, credits are provisioned to your account automatically, usually within a few minutes. If credits have not appeared within 24 hours of a confirmed payment, contact us at support@vastrahq.com with your payment reference and we will resolve it, either by provisioning the credits or by refunding the payment.
Generated outputs are delivered inside the app as soon as each generation completes.
7. Generations That Do Not Complete
A generation that has neither completed nor failed within 6 hours has not delivered.
Tell us at support@vastrahq.com and we will restore the credits charged for it, the same working day where we can. You do not have to prove anything to us. If we find a stalled generation ourselves, we restore the credits without waiting for you to ask.
8. How We Put Things Right
Our default remedy is credits, because credits are what you spend on the service:
- Credits are returned to your balance automatically where a generation fails or is only partly delivered.
- Where a manual make-good is warranted, we add credits to your organisation's balance.
- Money is returned to your original payment method for duplicate charges, for payments captured where credits were never provisioned, where we cannot deliver at all, where an account ends with a paid balance (Section 10), and in any other case where a refund is required by law.
Restored or granted credits are available for future generations. They do not restore that day's spend limit, which is described in Section 10 of our Terms of Service.
9. Promotional And Bonus Credits
Promotional and bonus credits — including any first-purchase bonus — are granted once per organisation, once per person, and once per payment instrument. They have no cash value and are not refundable in money. If the purchase that qualified for a bonus is refunded, the bonus is not reinstated and the organisation's one-time entitlement is not restored.
10. Credits When An Account Ends
Unused credits are not forfeited by the passage of time or by inactivity.
If you close your account, if we terminate it, or if we stop providing the service, we refund the money you actually paid for the credits that remain unused at that time, in proportion to the unused balance.
Credits you did not pay for — free, trial, promotional, and bonus credits — carry no monetary value, are treated as used first, and are not refundable. Credits we allocate to your organisation against a paid quotation or invoice are paid credits: they are refundable on the same basis as credits bought in the app, and they do not expire.
Where you have bought credits at different prices, credits are treated as consumed in the order they were issued — credits you did not pay for first, then paid credits oldest first — and a refund of an unused balance is calculated at the price actually paid for the specific credits remaining.
Section 12 of our Terms of Service sets out the full position, including where we terminate an account for a material breach and the anti-abuse limits on repeated sign-up-and-close cycles.
11. Cancellation
Credit packs are one-time purchases. There is no subscription, no auto-renewal, and nothing to cancel, and we charge no cancellation fee of any kind.
If we cancel or discontinue a paid service you have already purchased, we refund the unused portion of what you paid for it.
You can stop using VastraHQ at any time, and you can ask us to close your account by writing to support@vastrahq.com.
12. Managed Services And Quotations
Managed production services are sold under a separate written quotation and are not paid for with credits. Sections 1 to 11 of this policy describe in-app credit purchases and do not apply to them. Sections 13 to 15 of this policy apply in full to managed-service engagements.
Where a quotation is less favourable to you than this policy or our Terms of Service on refunds, cancellation, or credit for undelivered work, this policy and those Terms prevail.
For a managed-service engagement, unless your quotation says otherwise:
- fees are billed monthly in advance;
- deliverables you do not use within a billing period are not carried over into the next period and are not refunded, but only where we were ready, willing, and able to deliver them within the agreed cadence;
- where we fall short of the cadence we committed to, you are not charged for what we did not deliver, and you may choose a credit against the next period or a refund of that amount;
- where an engagement is fulfilled by allocating credits to your organisation, those credits are paid credits under Section 10: they do not expire, and the no-carryover rule above does not apply to them;
- changes to a plan take effect from the next billing period;
- a quotation is valid for one week from its date;
- payment is collected by a payment link outside the app, through the same payment provider, and the grievance handling and response times in Section 15 apply in the same way.
13. Statutory Rights
Nothing in this policy limits or excludes any rights you may have under applicable Indian consumer-protection law, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Those statutory rights are unaffected by this policy.
14. Taxes
Prices are stated in Indian Rupees. VastraHQ Labs Private Limited is not currently registered under the Goods and Services Tax. No GST is charged on top of the displayed price, and the receipts we issue are not tax invoices but bills of supply. Because we are not registered, you cannot claim input tax credit on purchases from us. We review our registration position periodically; if we become registered, we will disclose it here and apply the applicable tax to future purchases.
15. Grievance / Contact
For refund requests, billing questions, or complaints, contact:
Grievance Officer: Dimple Lulla, Director, VastraHQ Labs Private Limited — grievance@vastrahq.com, +91 86020 53889.
We acknowledge every refund request or complaint within 24 hours of receiving it, and we resolve it within 30 days.
Previous versions of this policy are archived and available on request from support@vastrahq.com.
VastraHQ Labs Private Limited, registered office at H.NO. 19 AMALTAS COLON, PHASE -1 KOLAR ROAD, MP Bhoj Open University, Huzur, Bhopal- 462016, Madhya Pradesh, India (CIN: U62099MP2026PTC085704).