Refund and Cancellation Policy

Full refund

A customer gets the whole amount (100%) of the order back when:

– they paid but the plan or pack was not activated because of an error on Scnro's side;

– they were charged twice for the same order;

– they ask to cancel within 7 days of payment and have not used any Scnro Pennies from the order.

Pro rata refund

An order of which part of the Scnro Pennies has been used, cancelled within 7 days of payment, is refunded by this formula: amount paid × (Scnro Pennies granted by the order − Scnro Pennies used) ÷ Scnro Pennies granted by the order.

Scnro Pennies used are the part of the order that tasks already run have consumed, including the AI model's work in Scnro Web. Reward Scnro Pennies and the bonus Scnro Pennies added to an order are not counted in the division.

No refund

– Scnro Pennies already used to run studies, simulations or export reports, because the result has been delivered.

– Scnro Pennies received through promotions, gifts or rewards, including the bonus Scnro Pennies added to an order.

– Scnro Pennies that have expired after 12 months; the expiry date is shown to the customer from the time of purchase.

– Requests made more than 7 days after payment, except where the error is Scnro's or where the customer's statutory rights in the next section apply.

Disagreeing with the content of a result is not a ground for a refund; the customer can still send a complaint for Scnro to review.

Half back for a step that fell short

A person who is not satisfied with a step they ran themselves can ask for 50% of the Scnro Pennies it cost back, within 14 days of the step and once for each step. The request says what fell short; Scnro reads every reason.

In a month, at most 3 times and 100 Scnro Pennies come back this way. A request past either limit is recorded with its reason and is not refunded.

What comes back is Scnro Pennies, never money: a lot that expires 12 months after it is added. It does not change the refunds of money above.

System errors

When a system error deducts Scnro Pennies incorrectly, or a task fails or is cancelled, Scnro returns the Scnro Pennies to the account.

Rights under consumer protection law

If the information Scnro gave when selling was inaccurate or incomplete, a customer who is a consumer may agree a remedy with Scnro, or unilaterally terminate within 30 days of entering the contract and pay only for what was used, or ask a competent authority to act under the Law on Protection of Consumer Rights 2023.

When the customer terminates, Scnro refunds the unused part within 30 days, through the same method the customer paid with. This section does not replace any other right under the law.

How to ask

The owner or admin who paid sends an email to trung.pham@aqubitlab.com as described on the Complaints Handling page, with the account email, the order code and the reason. Scnro replies within 2 business days. An approved refund is sent to the originating bank account within 7 business days of approval.

Ending the service

A customer can stop using Scnro, delete their account or (as owner) delete the organisation at any time; ending takes effect when confirmed in the portal. When an organisation is deleted, the remaining Scnro Pennies, including purchased ones, can no longer be used, and the data is erased after 30 days under the Privacy Policy. To be refunded for the unused part, the customer asks for the refund before deleting.

Scnro may suspend or close an account that breaches the Terms of Use after notifying the customer. When Scnro ends the service and the customer is not at fault, Scnro refunds the unused part by the formula above.

Plans do not renew by themselves, so the customer does not need to cancel to avoid further charges.