Refund
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.
Local law prevails: Where mandatory consumer laws grant additional rights, those rights prevail to the extent of any conflict with this policy.
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) Flow - Ask an Expert (teacher on‑demand)
6) Vibe - Voice and Audio Features
7) OneByZero - Marketplace Returns and Claims
8) How to Request a Refund or Raise a Dispute
9) Processing Times
10) Region‑specific Notes
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.
- 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: 60 minutes. Pricing is set by the Aura Coach in GC; Gyanis platform fee is 5%.
- Cancellations: Cancel ≥ 24 hours before the scheduled start for a refund minus 5% platform fee. Cancel < 24 hours is treated like a no‑show.
- Attendance outcomes:
- Coach no‑show: 100% refund to student (no platform fee retained).
- Student no‑show: 95% paid to coach; 5% retained as platform fee.
- Neither joins: Refund to student minus 5% platform fee.
- Notes: Plain‑text notes only, not medical records. Aura is not medical or emergency care.
5) Flow - Ask an Expert (Teacher on‑demand)
- Scope: Student posts a topic; a verified teacher may accept and join a call. Platform fee is 1%.
- Cancellations: Cancel ≥ 24 hours before the scheduled start for a refund minus 1% platform fee. Cancel < 24 hours is treated like a no‑show.
- Attendance outcomes:
- Teacher no‑show: 100% refund to student (no platform fee retained).
- Student no‑show: 99% paid to teacher; 1% retained as platform fee.
- Neither joins: Refund to student minus 1% platform fee.
6) Vibe - Voice and Audio Features
- Billing: 10 GC per minute, rounded up to the nearest minute. Session start is blocked if balance is below 10 GC.
- Refunds: No refunds for used minutes. History may provide access to prior sessions where applicable; downloads are disabled.
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: Include account email, order/session ID, date, item/service, and a short reason with evidence if applicable -hello@gyanis.ai.
- 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 / UAE / Somalia: Mandatory consumer rights remain unaffected. We comply with local rules and payment partner policies.
- Other regions (planned): At launch, region addenda may specify additional rights or processes.
This policy forms part of the Gyanis Terms & Conditions. If a signed School/Institution Agreement applies, that agreement will govern between the Institution and Gyanis where the terms differ.