Refund Policy

2What You Are Paying For

The Platform offers two paid subscription tiers, Essential and Pro - there is no free tier, trial scan, or complimentary Report. Each tier is billed on a recurring monthly (or other displayed) cycle and grants a defined monthly allowance of scans, Full Reports, and Product Checks, as summarized below and as shown in full at checkout.

Monthly allowances (Full Reports and Product Checks) reset at the start of each billing cycle and do not roll over or accumulate if unused. Scalp scans are unlimited on both tiers but do not by themselves consume a Full Report or Product Check allowance.

3The General Rule

This reflects the nature of the service: computational and AI-processing costs are incurred each time a scan, Full Report, or Product Check is generated, and cannot be recovered once the analysis has been delivered to you. If no Full Report or Product Check has yet been generated in the current billing cycle, you may cancel before renewal to avoid being charged for the next cycle (see Section 6).

4Exception: Failed Report Generation

If a Full Report, Product Check, or scan attempt fails to complete - for example, due to a processing error, a platform outage, or a failure in the AI analysis pipeline - after your subscription fee has been successfully charged, you are entitled, at your election, to either: (a) have the failed attempt excluded from your monthly allowance and regenerated at no additional charge, or (b) where the failure affected substantially all of your allowance for that billing cycle, a pro-rated or full refund of that cycle’s subscription fee.

To claim this exception:

• Contact support@sanviau.com within 30 days of the failed attempt;
• Include your account details, the date of the failed attempt, and a description of the failure;
• Our support team will review the claim against our generation logs and respond with a decision within 7 business days;
• If approved, we will regenerate the failed attempt without consuming your monthly allowance, or issue a refund through the original app-store payment method, per your preference and the scale of the failure.

This exception applies only to a genuine generation failure. It does not extend to dissatisfaction with a Full Report’s content, score, or recommendations, nor to a Product Check verdict - these are AI-generated cosmetic estimates, and their content, once successfully delivered, is not itself grounds for a refund or allowance credit (see Section 3).

5When a Report Is Treated as Generated

A Full Report or Product Check is treated as generated, and counted against your monthly allowance, once the analysis has completed and the result has been made available in your account, whether or not you have opened or viewed it.

6Cancellation and Termination

You may cancel your Essential or Pro subscription at any time from your account settings, or directly through the Apple App Store or Google Play subscription management screen. Cancellation stops future renewals; it does not refund fees already paid, and access to your current tier’s features and remaining monthly allowance continues until the end of the billing period already paid for.

Where we suspend or terminate an Account for breach of the Terms & Conditions, suspected fraudulent activity, or as required by law, no refund is issued for fees already paid.

7Your Statutory Rights

8How to Raise a Request

To raise a refund request, a failed-generation claim, or a billing dispute:

1. 1.Email support@sanviau.com from the address registered to your Account;
2. 2.Include the order or transaction reference and the date of purchase;
3. 3.Describe the issue, and state the statutory right or exception you are relying on, if applicable;
4. 4.We will review the request and respond with our decision and reasons, generally within 7 business days.

9Billing Errors and Duplicate Charges

If you have been charged in error, or charged more than once for the same purchase, contact support@sanviau.com with the relevant transaction references and we will investigate. A demonstrable billing error is not a refund under this policy - it is a correction, and is handled and issued as such, independent of the general non-refundable rule in Section 3.

10App Store Billing

All purchases are processed exclusively through Apple App Store or Google Play in-app billing. Your purchase, renewal, cancellation, and any app-store-level refund are also governed by the billing terms and refund mechanisms of the applicable app store, in addition to this policy. Where Apple or Google issue a refund directly to you, Sanviau may revoke access to the corresponding Report or subscription period.

11Changes to This Policy

We may update this policy from time to time. Changes are posted to this page with a revised effective date and apply to purchases made after that date, consistent with the amendment process described in our Terms & Conditions.