Cancellation & Refund Policy

1. Cancellation

How to cancel

You can cancel your LeapClue subscription at any time directly from your dashboard by clicking "Cancel subscription" on your instance page. No phone call or email is required.

What happens when you cancel

• Your instance will continue running until the end of your current billing period. You will not be charged again after that date.
• After the billing period ends, your instance will be stopped and your data will be scheduled for deletion within 7 days.
• You will receive an email reminder 3 days before data deletion with instructions to back up any files you wish to keep.
• You may reactivate within the 7-day window by renewing your subscription before data is deleted.

2. Instance subscription refund policy

When a refund may be considered

A refund of your instance subscription fee will only be considered if both of the following conditions are met:

• Your VM instance never successfully reached RUNNING status — i.e., it failed to provision or start due to a platform issue on our end.
• You have contacted our customer support team at contact@leapclue.com about the issue and the issue could not be resolved.

There is no time-based refund window. Refund eligibility is assessed solely on the above conditions, not on how recently payment was made.

Non-refundable situations

• Subscription fees for periods in which your instance was operational (reached RUNNING status), regardless of whether you actively used it
• Instances that reached RUNNING status and were subsequently stopped by you or suspended due to a Terms of Service violation
• Plan upgrade fees once the upgraded plan has been applied
• Requests made without first contacting customer support to attempt resolution

3. Managed Credits — non-refundable and non-transferable

LeapClue Managed Credits ("credits") are pre-purchased and deducted as you use managed AI models. The following terms apply to all credit purchases:

• Non-refundable: Credits are non-refundable once purchased, regardless of the amount remaining on your account.
• Non-transferable: Credits are tied to your account and cannot be transferred to another user, account, or third party.
• No expiry: Credits do not expire and remain available until used or until account closure.
• Transactional issues: If your payment was debited but credits were not added to your account, contact us at contact@leapclue.com within 7 days of the transaction with your Razorpay Payment ID. We will investigate and, if confirmed, credit your account.

4. How to contact customer support

For all refund requests, transactional issues, and billing questions, please reach out to our customer support team:

contact@leapclue.com

Please include in your message:

• The email address associated with your account
• Your Razorpay Order ID or Payment ID (found in your dashboard)
• A description of the issue you are experiencing

We will acknowledge your message within 1 business day. All refund decisions are made at LeapClue's sole discretion after review.

5. Refund processing (if approved)

If a subscription refund is approved following customer support review:

• Refunds are processed through Razorpay back to your original payment method (credit card, debit card, UPI, or net banking).
• Processing time after approval: 5–7 business days for cards and net banking; 1–3 business days for UPI.
• Refunds are issued in INR to the original payment method used.

6. Failed payment and suspension

If your subscription payment fails (e.g., insufficient funds, expired card):

• Razorpay will automatically retry the payment.
• If payment is not collected after retries, your instance will be suspended after a 3-day grace period.
• Your instance and data will be permanently deleted if the payment is not resolved within 7 days of suspension.
• We will notify you by email at each stage so you have adequate time to update your payment method.

7. Contact

For any cancellation, billing, or refund-related queries:
Binary Tech Studio (LeapClue)
Noida, Uttar Pradesh, India — 201304
Email: contact@leapclue.com
Response time: within 1 business day

For general support, visit our Contact page.