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.
- A catalogue job that produces fewer images than you asked for is treated as failed, and the full credit charge comes back.
- Credits are not returned for a generation that completes, including where you do not like the result.
- Money is refunded only for duplicate charges, payments where credits were never added, an order we cancel, and paid credits left unused if we stop providing the service or close your account without fault on your part. Unused credits are not refunded when you close your account.
- There is no subscription, no auto-renewal, and no cancellation fee.
- Complaints go to support@vastrahq.com. We acknowledge billing complaints within 48 hours and resolve them 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 They are redeemable only for VastraHQ's own services, have no cash value, are non-transferable, and cannot be withdrawn as money.
Generated content is digital, is delivered to you as soon as a generation completes, and cannot be returned. For that reason a completed generation cannot be cancelled, and credits are not refundable once consumed on a completed generation, except in the cases set out in this policy or where a refund is required by law. Credits come back for a generation that fails or, in the case of a catalogue, is only partly delivered (Section 3), and for a generation that never completes (Section 7). Money comes back for a duplicate or uncredited payment (Section 5), for credits that were paid for but not provisioned (Section 6), for an order we cancel (Section 8), and for unused paid credits if we stop providing the service or close your account without fault on your part (Sections 10 and 11).
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. Where our system records the failure, this happens automatically and no action is required on your part; a generation that stalls without completing or failing is dealt with under Section 7. If the credits for a failed generation have not come back, tell us within 30 days of submitting it and we will restore them. No separate money refund is issued, because the credits themselves are returned.
Where a catalogue job produces fewer 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, 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, including where the result reflects a preference of yours about styling, likeness, or framing.
Draped and unstitched garments — sarees, dupattas, dhotis, and similar — are especially hard for AI to reproduce, and we do not guarantee how a drape, pleat, or fold is rendered. If you believe an output does not reproduce your garment recognisably, tell us at support@vastrahq.com, with the output concerned, within 7 days of its delivery. Subject to any monthly limit we set on the number of reports from one organisation, we review each report made in time, and where we agree, we may at our discretion regenerate the output or add credits to your balance. We may decline a late or repeated report. This review is a goodwill practice, not an automatic entitlement, and no money refund is given under it.
No generation type currently carries a free-regeneration allowance: every hero, catalogue and reel generation is charged. Where we offer one, it is a promotional feature with no cash value; the allowance and credit rates in force are shown in the app, and we may change or withdraw the allowance for future generations.
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 within 30 days of the charge. Your request must include the payment reference (the Razorpay payment ID) or the order reference shown in the app.
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 within 30 days of the payment, with the payment or order reference described in Section 5, 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
Occasionally a generation stalls: it neither completes nor fails. If a generation is still in progress six hours after you submitted it, tell us at support@vastrahq.com within 30 days of submitting it. Once we confirm that it did not deliver, we restore the credits charged for it.
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 where a generation fails, where a catalogue is only partly delivered, and where a generation stalls (Sections 3 and 7, within the time limits there).
- Where we decide that a goodwill make-good is appropriate, it is given as credits added to your organisation's balance.
- Money is returned — to your original payment method where possible, otherwise by transfer to a bank account you verify — only: for duplicate charges and for payments captured where credits were never provisioned, raised within the time limits in Sections 5 and 6; where we cancel an order because a price or credit amount was displayed in obvious error; for unused paid credits if we permanently stop providing the service or close your account for a reason that is not your breach (Sections 10 and 11); and in any other case where a refund is required by law.
Where we reasonably believe that a claim under Section 3, 5, 6, or 7 is false, including because it fits a pattern of false claims from the same organisation, we may decline it. This does not affect a refund of a charge we have verified as duplicate or uncredited, a refund for an order we cancel, a refund under Sections 10 and 11, or any refund required by law.
The time limits in Sections 3 to 7 are met by a message to support@vastrahq.com or to grievance@vastrahq.com.
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
A first-purchase bonus is limited to one per organisation, and we may decline or reverse it where the same person or payment instrument has already received it. Promotional, referral, and bonus credits 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 or ask us to delete your data, or if we terminate your account because you have breached our Terms of Service, credits that remain unused at that time are cancelled and are not refunded in money. Please use any credits you want to use before you close your account.
If we permanently stop providing the VastraHQ service, or we close your account for a reason that is not a breach of our Terms by you, we refund the money you actually paid for credits that remain unused at that time.
Credits you did not pay for — free, starter, trial, promotional, referral, and bonus credits — carry no monetary value and are not refundable. For the refund calculation, credits you did not pay for are treated as used first, and the refund is calculated at the average price per credit you actually paid across your paid purchases. Credits we allocate to your organisation against a paid quotation or invoice count as paid credits for this purpose, and they do not expire.
Section 12 of our Terms of Service sets out the full position.
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 permanently stop providing the VastraHQ service, Section 10 applies to your unused paid credits. If we change or withdraw an individual feature, generation type, or template, your credits remain available for the rest of the service and are not refunded in money.
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: we deliver the shortfall in the next billing period or credit its value against the next period's fee, and if the engagement ends before we can do either, we refund the fee for the work we did not deliver;
- 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 billing complaint within 48 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).