Refunds, Cancellations & Returns Policy
Scope: This policy applies to purchases and usage across the Gyanis suite Flow, Aura, Vibe and OneByZero and to Gyanis Credits (GC) wallet transactions.
Effective Date: December 16, 2025
Last Updated: December 16, 2025
Version: 1.1
Headquarters: Sharjah, United Arab Emirates • Domain: gyanis.ai
Quick Navigation
1) Definitions
2) General Principles
3) Flow - Subscriptions
4) Aura - Well-being Sessions
5) Ask an Expert has moved to Vibe
6) Vibe - Ask an Expert Sessions
7) OneByZero - Marketplace Returns and Claims
8) How to Request a Refund or Raise a Dispute
9) Processing Times
10) Region‑specific Notes
11) Right of Withdrawal (EU Consumers)
1) Definitions
- GC: Gyanis Credits, the internal unit of account used across the suite. 100 GC maps to 1 USD for internal accounting. GC is not legal tender and is not redeemable for cash except where required by law.
- Institution: A school, college or comparable organization.
2) General Principles
- All refunds are issued in GC by default to your Gyanis wallet. Where required by law or supported by a payment partner’s reversal flow, we may refund to the original payment method. A withdrawal under section 11 (consumers in the European Union) is reimbursed as that section sets out: to the same means of payment you used, unless you expressly agree otherwise.
- GC balances do not expire (except where a specific promotional grant states an expiry). GC is non‑transferable between users.
- Anti‑fraud: If a payment is charged back or suspected fraudulent, we may deduct GC, suspend access or hold payouts pending review.
3) Flow Subscriptions
- Trials: If a promotional free trial is offered, billing starts after the trial ends. Cancel before the trial ends to avoid charges.
- Refunds: No refunds once a subscription period begins, except where mandatory local law grants a right of withdrawal or refund.
- Cancellation: You can cancel auto‑renew at any time. Access continues until the end of the paid period.
4) Aura Well-being Sessions
- Session length and price: Both are set by the Aura Coach for each service, and the price is quoted in GC before you confirm. Gyanis deducts a 5% commission from settled session payments before crediting the coach; it is included in the session price. GC rounding and minimum-fee rules apply. Any withdrawal fee is shown separately.
- Cancellations: Pending requests receive a full refund. For accepted sessions, cancellation outside the late-cancellation window receives a full refund. Within that window, a penalty may apply. The cancellation preview shows the current window, refund and penalty before you confirm.
- Attendance outcomes:
- Student attends but coach does not: 100% refund to student (no platform fee retained).
- Student no‑show: the session commission is retained and the remainder is split between coach compensation and a student refund under the applicable attendance policy. The session settlement shows the actual amounts.
- Neither joins: the session commission is retained and the remainder refunded.
- Notes: Plain‑text notes only, not medical records. Aura is not medical or emergency care.
5) Ask an Expert has moved to Vibe
Ask an Expert is part of Vibe. The Vibe session and refund rules below apply; there is no separate Flow Ask an Expert fee.
6) Vibe - Ask an Expert Sessions
- Billing: Pricing is per session, set by the student, and never metered per minute. Funds are held in Gyanis Credits when the student raises their hand. Gyanis deducts a 5% commission from the settled amount before crediting the expert; it is included in the student’s price. GC rounding and minimum-fee rules apply. Any withdrawal fee is shown separately.
- Refunds: Funds are released to the expert after the session, less commission, and refunded in full if no expert accepts. Cancellation before acceptance is free. After acceptance, a 5-minute grace window allows a full refund if the session has not started. If the expert does not attend or neither party attends, the student receives a full refund. Other attendance outcomes and disputes are reflected in the session settlement.
7) OneByZero - Marketplace Returns and Claims
- No change‑of‑mind returns. In v1 we do not support returns for buyer’s remorse.
- Damage / not received: Raise a claim within 48 hours of the delivery timestamp (or expected delivery date for non‑receipt). Provide photos or other evidence.
- Resolution methods: Replacement by the seller, partial refund, or full refund depending on evidence. Refunds are credited in GC.
- Shipping scope: Local/state only in v1. Sellers handle packaging; delivery partners may charge separately.
- Payout timing: Seller payout occurs after delivery confirmation; payouts may be held in case of disputes or suspected fraud until resolution.
8) How to Request a Refund or Raise a Dispute
- In‑product: Use the relevant “Help” or “Report” link on the order/subscription/session.
- Email: Write to hello@gyanis.ai with your account email, the order or session ID, the date, the item or service, and a short reason. Attach evidence where you have it.
- Schools: Institutions can contact their success manager for cohort‑level adjustments or exports.
9) Processing Times
- GC refunds: Typically reflected in your wallet once a decision is made.
- Original method refunds: Where applicable, timelines depend on the payment partner/bank.
10) Region‑Specific Notes
- India / Malaysia / UAE / United Kingdom / Kenya / Nigeria / Pakistan / Germany: Mandatory consumer rights remain unaffected. We comply with local rules and payment partner policies.
- Your region (United Kingdom): requests are handled under the rules of that market and its payment partners.
- Other regions (planned): At launch, region addenda may specify additional rights or processes.
11) Right of Withdrawal (EU Consumers)
This section applies to consumers in the European Union, including Germany. The trader for purchases made from the European Union is Gyanis FZC LLC, CWS-1V-134538, 26th Floor, Amber Gem Tower, Ajman, United Arab Emirates, the operating entity responsible in your region under the Terms and Conditions.
Right of withdrawal (consumers in the European Union, including Germany)
You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day of the conclusion of the contract.
To exercise the right of withdrawal, you must inform us (Gyanis FZC LLC, CWS-1V-134538, 26th Floor, Amber Gem Tower, Ajman, United Arab Emirates, hello@gyanis.ai) of your decision to withdraw from this contract by an unequivocal statement, for example an email. You may use the model withdrawal form below, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
If you requested to begin the performance of services during the withdrawal period, you shall pay us an amount which is in proportion to what has been provided until you have communicated to us your withdrawal from this contract, in comparison with the full coverage of the contract.
When the right of withdrawal ends early
Gyanis Credits are digital content. For a credit purchase, the right of withdrawal ends once the credits are added to your wallet, if at checkout you expressly agreed that we add them immediately and acknowledged that you lose your right of withdrawal. For subscriptions and other services, the right of withdrawal ends once the service has been fully provided, if it began with your express consent and your acknowledgement that you lose the right once the service is fully provided.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
- To: Gyanis FZC LLC, CWS-1V-134538, 26th Floor, Amber Gem Tower, Ajman, United Arab Emirates, hello@gyanis.ai
- I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the supply of the following digital content (*) / for the provision of the following service (*):
- Ordered on (*) / received on (*):
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only if this form is notified on paper):
- Date:
(*) Delete as appropriate.