Effective Date: July 01, 2025
Company Name: Pioneer Vision AI Solutions FZ LLC
Jurisdiction: RAKEZ, Ras Al Khaimah, United Arab Emirates
1. Overview
At PlanVista, a product of Pioneer Vision AI Solutions, we’re committed to customer satisfaction. If you’re not entirely satisfied with your purchase, we’re here to help—while also adhering to the refund guidelines set by our payment processors (PayPal & Stripe) and UAE consumer protection laws.
2. Eligibility for Refunds
Refunds are considered only under the following conditions:
- Refund Request Deadline: Must be submitted within 14 days of the purchase date.
- Usage Limitation: The service should not be extensively used or consumed beyond basic testing.
- Valid Reason: Refund requests must include a clear and valid reason. Supporting documentation may be requested.
- Evidence Submission: Any technical failure or dissatisfaction should be supported by screenshots, logs, or a written explanation.
- Duplicate or Unauthorized Charges: We’ll issue a full refund for any proven unauthorized or duplicate charges.
3. Non-Refundable Circumstances
Refunds will not be issued in the following cases:
- Excessive Use: If the platform or features have been heavily used, indicating significant benefit derived.
- Change of Mind: Refunds will not be granted for personal preference or buyer’s remorse.
- Lack of Justification: If no specific, verifiable reason is given.
- Custom Services: Work already delivered on custom consulting, integrations, or white-labeled features is non-refundable.
- Subscription Renewal: Charges from auto-renewals where cancellation was not requested in advance.
4. Refund Request Process
To initiate a refund request:
- Email Us: Send an email to [email protected] with subject line “Refund Request”.
- Include Details: Provide your transaction ID, registered email, description of the issue, and any attachments.
- Timeline: Our team will respond within 3 business days after verifying the request.
5. Processing Time
If approved, refunds will be processed within 2–7 business days. Actual credit time to your payment method depends on your financial institution. For PayPal and Stripe transactions, refunds generally appear within 5–10 business days.
6. Disputes and Chargebacks
Before initiating a dispute via PayPal or Stripe, we request you contact us to resolve the issue directly. Filing a chargeback without prior communication may lead to temporary suspension of your account while the case is reviewed.
7. Contact Us
Questions? Reach out to:
[email protected]
For general queries: [email protected]