Refund Policy

This Refund Policy outlines the terms and conditions for refunds related to purchases on SignYu ("we", "us", or "our"), including pay-as-you-go Signature Credits and the Monthly API Subscription.

1. Service and Subscriptions

SignYu operates on two billing models: Pay-as-you-go Signature Credits and a Monthly API Subscription. Credits are consumed on a per-transaction basis. The API Subscription is a recurring flat monthly fee that grants programmatic access to the platform.

• Signature Credits: Credits are purchased in advance and consumed when you use the eSign service to sign documents. Each eSign transaction deducts credits from your account balance. Credits apply to signing from the SignYu dashboard and via the API.
• Monthly API Subscription: A recurring monthly fee that enables API keys, webhooks, and programmatic access. Signing through the API still consumes Signature Credits at the same per-signature rate.

2. Refund Eligibility

We offer refunds under the following circumstances:

• Unused Credits: If you have purchased credits but have not used any of them, you may request a full refund within 7 days of purchase.
• Service Failure: If a transaction fails due to a technical issue on our end and credits are deducted, we will restore the credits to your account or issue a refund.
• Duplicate Charges: If you are charged multiple times for the same purchase, we will refund the duplicate amount.
• Unauthorized Transactions: If you believe a purchase was made without your authorization, contact us immediately.
• Accidental API Renewals: If your monthly API subscription auto-renews and you forgot to cancel, you may request a full refund of the subscription fee within 48 hours of the renewal charge, provided absolutely zero API calls were made during the new billing cycle.

3. Non-Refundable Scenarios

Refunds will not be issued in the following cases:

• Credits that have already been used for successful eSign transactions
• Partially used credit packs (refunds apply only to fully unused purchases)
• Requests made more than 7 days after the purchase date for unused credits
• eSign failures caused by incorrect Aadhaar details, expired Aadhaar, or user cancellation during the OTP process
• Account suspension or termination due to violation of our Terms of Service
• The monthly API Subscription fee once production API keys have been generated and used to execute a transaction
• Prorated refunds for API subscriptions cancelled mid-month

4. How to Request a Refund

To request a refund:

1. Email us at contact@mail.signyu.com with the subject line "Refund Request"
2. Include the following details:
   • Your registered email address
   • Transaction ID or order reference number
   • Date of purchase
   • Reason for the refund request
3. Our team will review your request and respond within 3 business days

5. Refund Processing

• Approved refunds will be processed within 5-7 business days from the date of approval.
• Refunds will be credited to the original payment method used for the purchase.
• The actual time for the refund to reflect in your account depends on your bank or payment provider.

6. Credit Restoration

In cases where an eSign transaction fails due to a technical issue on our side:

• Credits will be automatically restored to your account within 24 hours.
• If credits are not restored automatically, contact us and we will resolve it within 1 business day.

7. API Subscription Cancellation

You may cancel your API Subscription at any time from your dashboard. If you cancel, your production API keys will remain active until the end of your current paid billing cycle. No prorated refunds will be issued for the remainder of the month. Canceling your API access does not affect your standard pay-as-you-go Signature Credits; you will still be able to sign documents manually via the SignYu user interface using any remaining credits.

Note: If you cancel during a free trial before the first paid charge, API access ends when the trial is cancelled, and no subscription fee is charged.

8. Disputes

If you disagree with a refund decision, you may:

• Reply to the refund response email with additional details
• Contact us at contact@mail.signyu.com for escalation
• We will review the dispute and provide a final decision within 5 business days

9. Changes to This Policy

We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date.

10. Contact Us

For refund requests or questions about this policy, please contact us:

• Email: contact@mail.signyu.com
• Address: Office 34, 13th Floor, Sushma Infinium, Chandigarh Ambala Expressway, Zirakpur, Punjab 140603, India