Refund Policy

1. Credit Pack Purchases

Credit packs (pay-per-use pages) are eligible for a full refund within 14 calendar days of purchase, provided that no credits from the pack have been used to process any translation job.

Once any credits from a pack have been consumed — even partially — the remaining credits are non-refundable. This is because the AI processing pipeline incurs costs at the moment of job processing.

To request a refund for an unused credit pack, contact support@insurlex.ai within 14 days of purchase and include your order reference number.

2. Subscription Plans

Subscriptions (Starter, Professional, Enterprise) are eligible for a prorated refund within 7 calendar days of the billing date, provided that no translation jobs have been processed during the current billing cycle.

If jobs have been processed within the cycle, the subscription is non-refundable for that billing period. You may cancel at any time, and your subscription will remain active through the end of the paid period.

Subscriptions cancelled after the 7-day window are not refunded. No partial refunds are issued for unused subscription pages at end of cycle.

3. Service Failures

If a translation job fails due to a platform error — meaning the failure is caused by a InsurLex system issue rather than an unsupported or malformed document — any credits that were reserved or consumed for that job will be fully reinstated to your account.

If the failure is caused by an unsupported file format, a corrupted document, or a document that cannot be processed (e.g., password-protected, heavily image-based without extractable text), credits will not be reinstated, but we will work with you to resolve the issue.

For persistent platform failures, we will issue an account credit or, at our discretion, a monetary refund corresponding to the affected jobs.

4. Trial Credits

The 5 trial pages granted upon registration are complimentary and not eligible for monetary refund or cash conversion.

5. Non-Refundable Items

The following are not eligible for refund: credits that have been partially or fully consumed, subscription fees after the 7-day window, urgent surcharge fees once the job has been processed, and trial credits.

6. How to Request a Refund

To request a refund, email support@insurlex.ai with the subject line 'Refund Request' and include: your account email, the order reference or transaction ID, and the reason for your request.

We will acknowledge your request within 2 business days and process eligible refunds within 5–10 business days. Refunds are issued to the original payment method used for the purchase.

7. Contact

For questions about this policy or to initiate a refund, contact us at: support@insurlex.ai