Refund & Cancellation Policy

At Ornalens, we want every jeweller to be satisfied with the results. This policy explains the conditions under which we offer refunds for credit purchases made on our platform.

As our service delivers digital outputs (AI-generated images and videos), all refunds are evaluated on a case-by-case basis. We are committed to resolving genuine issues fairly and promptly.

You are eligible for a full or partial refund in the following situations:

• Unused credits — If you purchased credits but have not used any of them, you may request a full refund within 7 days of purchase.
• Platform failure — If a generation fails due to a technical error on our end (e.g., the AI pipeline fails to complete), the consumed credit is automatically restored to your account. If restoration does not occur within 24 hours, contact us for a manual resolution.
• Duplicate payment — If you were charged twice for the same order, the duplicate payment will be refunded in full.
• Serious quality issue — If the generated result is substantially incorrect (e.g., jewellery design is unrecognisable), raise a request within 7 days with screenshots, and we will review and credit or refund accordingly.

• Credits that have already been used to generate a photoshoot (where the generation completed successfully)
• Refund requests raised more than 7 days after the transaction date
• Dissatisfaction with the AI style, model appearance, or aesthetic — these are inherent to generative AI and are disclosed in our product description
• Purchases of the free Starter plan (₹0)

To raise a refund request:

1. Email us at hello@ornalens.com or contact us on WhatsApp at +91 99015 42387
2. Provide your registered email, the Razorpay order/payment ID, and the reason for the refund
3. If the issue is quality-related, attach screenshots of the generated result

We will acknowledge your request within 24 hours and aim to resolve it within 5–7 business days.

• Approved refunds are processed back to the original payment method (UPI, card, net banking, etc.) via Razorpay
• Refunds typically appear in your account within 5–10 business days depending on your bank
• In some cases, Razorpay fees (if any) may not be refunded

Ornalens does not offer subscription plans at this time — you pay only for credits you purchase. There is nothing to “cancel” in the traditional subscription sense.

If you wish to stop using the platform, simply stop purchasing credits. Your account and any unused credits remain available. You may request account deletion by emailing us.